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Results-focused, fast-learning and passionate Customer Service Operations Manager with over 16 years of experience in thriving within fast-paced, team-driven Call Center settings. Determined with exceptional interpersonal communication and technical capabilities. Ambitious manager, adept in leading complex projects that drive heightened levels of efficacy. Builds knowledgeable, service-geared and empowered teams. Also skilled in leading cross-functional teams using example-based leadership. Presently in search of a Call Center Operations Manager role in the pharmaceutical sector that will encourage the leverage of skills and talents.
Key Areas of Knowledge & Expertise
Client Relations | Leadership | Strategic Planning & Analysis | Process Improvement | Quality Assurance
Critical Thinking | Problems Solving | Time Management | Medical Terminology | Pharmaceutical Terms & Practices
Live Person Virtual Customer Chat | Global Support Delivery | Email Correspondence | MS Office | Windows OS
Professional Experience
EGS Expert Global Solutions: Operations Manager (1999-2016)
Assessed employee performance using a series of system applications including Avaya CMS, Aspect monitoring, reporting functions and quality control measures
Partook in and actively supported the Quality Management (QM) Program by recognizing the potential for opportunities to bolster quality and safety levels offered to clients and staff alike
Evaluated and reported on technical performance across multiple system applications that proved vital to the performance of the Information Technology (IT) process flow
Made certain that individual account and program portfolio-specific applications crucial to the function of technical operations stayed intact and in proper working condition
Guided, mentored and managed a capable and goal-motivated team of up to 100 employees
Served as an effective intermediary between the IT Development Team and all program-specific software applications, e.g. design, testing, implementation and final roll-out
Facilitated informative follow up meetings to increase the accuracy and performance of all applications
Actively supported the Quality Management Committee in using and monitoring quality programs, improvements and projects
Supervised and assigned all tasks and responsibilities for the Customer Service Department
Nominated for honors at 10 company Vice President Quarterly Round Table Recognition Award Ceremonies; earned the Employee of the Year 2014 accolade due to diligence and hard work
Education
Associate of Arts, State College of Florida (Dean s List, President s List, Phi Beta Kappa)
Certifications
Transparency Sunshine Act-Bristol Myers Squibb 2015 | Live Person-Bristol Myers Squibb 2015
Coaching for Results-APAC CS 2015 | Time Management-NCO University 2014
Customer Service-NCO University 2013 - 2014
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