Accomplished leader with a consistent, proven track record of achievement and exceeding performance.

         Stellar listening, verbal communication and interpersonal skills to build relationships with customers and colleagues, from staff to managers.

         Solid time management, attention to detail and organizational skills, including prioritizing tasks.

         Proficient with Microsoft Office Suite and SharePoint, as well as PeopleSoft.

Data Analysis Process Improvement Team Leadership/Management

Requirements Gathering Report Generation Team Training & Coaching

Event Planning Gap Analysis Interviewing/Hiring

Problem Solving Policies & Procedures Staff Performance Reviews

Verizon Wireless June 2003-Apr. 2017

Senior Analyst, Go-To-Market Huntsville, AL (Apr. 2014-Apr. 2017)

         Played an integral role helping improve performance of up to 850 call center associates.

         Contributed to identifying training and knowledge gaps prior to launch events.

         Developed educational materials and training documents, as well as forecasts and budget targets.

         Analyzed performance metrics to achieve standard or above standard performance.

         Created reporting methods and tools to help managers, supervisors and employees achieve goals.

Achievements:

         Consistently ranked in the top five out of 29 in-house call centers and ranked No. 1 in 2016 for outstanding call center productivity and performance.

         Increased loyalty and lowered call rate after creating and executing a training presentation for directors.

         Improved sales growth and performance after making recommendations for improvement.

Associate Director Huntsville, AL (July 2013-Apr. 2014)

         Led up 120 call center associates as well as up to eight supervisors.

         Trained, mentored and coached supervisors and employees to satisfactorily resolve problems.

         Ensured supervisors were communicating effectively with their employees. 

         Interviewed candidates for employment opportunities and hired candidates that were an ideal fit.

Achievements:

         Turned around an underperforming operation within just six months to rank as the No. 2 performing team.

         Nominated for Supervisor of the Month by fellow employees for exceptional leadership.

Verizon Wireless June 2003-Apr. 2017

Consultant Huntsville, AL (July 2010-July 2013)

         Led the Net Promoter Score Program and After Call Survey Dispute Program for a call center.

         Defined quality standards and expectations for the consumer experience to be provided by employees. 

Achievements:

         Ranked in the top 10 on net promote scores for performance on calls.

         Improved the monthly performance rating of employees.

         Implemented policies and procedures that helped improve standard consumer experience.

Supervisor Rancho Cordova, CA (Nov. 2005-July 2010)

         Coached, mentored and trained team members on best practices of operations.

Achievements:

         Led up to 18 call center representatives to above standard performance.

Analyst, Call-In-Rate Rancho Cordova, CA (Nov. 2004-Nov. 2005)

         Spearheaded internal training initiatives in order to enhance service and reduce costs. 

Achievements:

         Honored with an Employee of the Month nomination by supervisor for stellar performance.

Customer Service Representative Rancho Cordova, CA (June 2003-Nov. 2004)

         Met or exceeded performance requirements while providing service to customers.

Bachelor of Science, Business Administration (BSBA), Marketing Management focus; Magna Cum Laude grad
California State University, Sacramento

Associate of Arts (AA), Liberal Arts, and Business Administration; graduated with honors
Sierra Community College

Completed Dale Carnegie Course; 2005

Dear Hiring Manager: With this letter, I wish to express my sincere interest in joining your organization as a (INSERT JOB TITLE HERE).

As my accompanying resume indicates, I am an accomplished leader with a consistent, proven track record of achievement and exceeding performance. I possess stellar listening, verbal communication and interpersonal skills to build relationships with customers and colleagues, from staff to managers. During a 14-year career with Verizon Wireless, I was promoted to positions of greater responsibility for consistently exceeding performance objectives. Among my achievements:

         Consistently ranked in the top five out of 29 in-house call centers and ranked No. 1 in 2016 for outstanding call center productivity and performance.

         Increased loyalty and lowered call rate after creating and executing a training presentation for directors.

         Improved sales growth and performance after making recommendations for improvement.

         Turned around an underperforming operation within just six months to rank as the No. 2 performing team.

         Nominated for Supervisor of the Month by fellow employees for exceptional leadership.

Most recently, I was a Senior Analyst, playing an integral role helping improve performance of up to 850 call center associates. I contributed to identifying training and knowledge gaps prior to launch events. I also developed educational materials and training documents, as well as forecasts and budget targets. Additionally, I analyzed performance metrics to achieve standard or above standard performance. Furthermore, I created reporting methods and tools to help managers, supervisors and employees achieve goals.

As your leader, you will find me to be a team player committed to exceeding your expectations. I look forward to interviewing with you soon.

Sincerely,

Yyyyyy x. yyyyyy

916-956-5560