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Yyyyyy x. yyyyyy


0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx


Driven, skillful and confident professional with over 20 years of progressive experience in the areas of customer service and support. Leverages strong communicative abilities to generate solutions in collaborative environments. Skilled in simultaneously handling projects seamlessly and with care for each. Able to manage large-scale call center environments in alignment with established industry standards. Aims to continually drive process improvements using Six Sigma best practices. Thrives in fast-paced work settings, both as an individual contributor and cross-functional team member. Personable with a determined demeanor and reputation for overachievement. Currently seeking a challenging and exciting new role with a focus on escalation, call center and compliance management processes.


Key Areas of Knowledge & Expertise


Customer Service Leadership Project Management Regional Supervision Problem Solving Time Management

Organization Regulatory Compliance Staffing Schedule Management Operations Quality Assurance Call Centers & Calibration

Critical Thinking Interviewing & Hiring Corrective Action Performance Review Strategic Planning Payment Processing Auditing

Small Claims Court Mediation Processes Virtual Department Management Six Sigma Methodology Interpersonal Communication

Business Analysis Productivity, Credit & Quality Reporting Microsoft Office Avaya Centre Vu Oracle Systems Windows OS Logicall

ICOMS ATT Tool Bar Performance Edge E-Workforce Management E-Time Kronos PeopleSoft


Professional Experience


Time Warner Cable: Enterprise Manager, Executive Response Team /Corporate Escalation (2014-Present)

         Drive operations across the Midwest, Carolina and Northeast COTP/Regulatory systems; includes establishing and implementing methods that serve to heighten efficacy levels and lessen the company s susceptibility to compliance concerns

         Coordinate internal compliance reviews to assess activities via periodic reviews of departmental issues and related response measures

         Evaluate operative activities to determine potential violations of regulatory or contractual standards or internal protocols; also reply to customer complaints about the company in a swift and comprehensive manner and report results to the proper channels

         Answer investigation queries as the region s principal point of contact

         Review processes and analyze data using internal audit measures; follow up by suggesting viable process improvements


Regional Supervisor Executive Response / Corporate Escalation Team (2013-2014)

         Fielded all Better Business Bureau, PUCO, Attorney General and Ohio Chamber of Commerce Complaints across the Midwest Region, including the cities of Cincinnati, Cleveland, Columbus and Kansas City, along with the entire states of Kentucky and Wisconsin

         Supervised a group of seven teams and 14 Associates per region to respond to regulatory and corporate complaints, as well as other issues forwarded to the team from executive-level personnel

         Actively liaised between the company s Attorneys and external parties during cases in need of further exploration and testimony


Operations Manager (2011-2013)

         Directed daily workflows for a high-achieving, capable team

o    Supervised six Lead associates, six Quality Assurance Auditors, a Workforce Administrator, four Front Counter Associates, six Customer Service Representatives and five Corporate Escalation Associates

o    Worked initially for Insight Communications, the ninth largest cable provider in the country as it transitioned to join with Time Warner Cable, the second-largest cable provider in the U.S.

         Mentored and coached Leads on efficaciously handling all escalated calls with professionalism

         Served as the company s Closed Captioning Coordinator

         Acted as a liaison for Tribune Media Services; evaluated and approved all Insight Channel Guide publications for accuracy and efficacy

         Clearly and concisely communicated all service-level issues and corresponding solutions to the Call Center Director and corporate staff

         Planned and executed interview processes for prospective new hires across various areas of the business; worked as the Workforce Coordinator for the Columbus region

         Planned workflows for overtime staffing and led all shift bidding processes to ensure proper coverage across the territory

         Delivered useful and practical suggestions to the Call Center Director in an ongoing effort to improve service levels by altering breaks each week

         Created and set into motion a fresh process used to drive Assist and Escalation line savings; generated an average of 31 seconds of AHT savings per call completed

         Maintained all department Incentives and payouts with precision and strong attention to detail

         Also assumed full responsibility for managing all legacy corporate accounts within Insight




Yyyyyy x. yyyyyy




Insight Communications: Customer Care Supervisor/Front Counter Manager (2010-2011)

         Guided and led a team of up to 15 Call Center Associates and four Associates across both the Front Counter and Payment Center facilities; guided and coached all staff on sales trends and reviewed pertinent statistics to offer a complete view of current operations

         Effortlessly delivered superb leadership and management for all Front Counter operations; included the incorporation of an automated system used to rectify and track payment corrections at the Front Counter

         Arranged logistics for and scheduled staff meetings, appraisal processes and employee performance reviews; included the development of all-inclusive meeting agendas

         Handled the flow of all equipment returns and service disconnects that were the direct result of client non-payment; ensured that each process was completed in full and in accordance with relevant Insight guidelines

         Worked as an active participant for all Customer and Associate Focus groups; offered all related feedback to upper management for review and potential implementation

         Facilitated the competition review process with teams to evaluate offerings from company competitors and discuss methods for how to best retain customers using already-existing products and services

         Stepped in to provide leadership in cases of customer-escalated issues specific to Front Counter and Call Center operations; audited related work orders with colleagues to determine areas for opportunistic growth and heightened levels of service delivery accuracy

         Played a key role in clearly and succinctly communicating changes in operations and related training with Dispatch and Collections staff


Alliance Data: Customer Service/Sales and Service Supervisor (2001-2010)

         Led a team of 16 driven, goal-oriented and eager-to-learn Associates

o    Instructed each in how to service new account holders and reply to customer service calls centered on the company s line of proprietary credit cards

o    Placed a strong emphasis on sales best practice in training and developing all departmental staff

         Created useful, cost-cutting procedures that also increased overall levels of productivity amongst personnel; motivated the supervisory team to bolster levels of staff morale and determine the potential need for ongoing departmental professional development

         Encouraged and coached sales team to produce the second-highest sales figures across the organization; used new and improved sales tactics that were crafted with the Marketing team and used to test new products

         Coordinated the workflows of the management team to ensure adequate staffing levels that aligned with customer needs and operational efficiency

         Worked with Six Sigma experts to collaboratively improve business procedures, e.g. AHT reduction and productivity increases

         Founded and sustained positive, mutually beneficial working partnerships with external clients in order to fully meet their training and business needs

         Inspired and mentored Call Center Associates to help them develop and refine their talents in order to prepare for future growth opportunities; included introduction of a peer mentoring program that allowed experienced staff to assist newer hires

         Meritoriously solved all escalated concerns, a collaborative effort involving both personnel and the company s clientele; included development of a difficult application queue that allowed for timely and productive resolution and processing

         Made a sound commitment to lead by example in promoting health and wellness activities across an 800-person Call Center

         Honored with the Top Team Award for two consecutive years due to developing the most productive team department-wide

         Handled training efforts for new and seasoned Associated that focused solely on handling all new accounts; discussed authorizing sales, delivery of top-notch customer service and best practices for upselling products

         Guaranteed that all received mail inquiries were tended to and fully resolved over the course of a week s time

         Generated emergency credit bureau updates for clients that faced the possibility of having inaccurate information specific to their accounts with Alliance posted on their credit reports


Early Experience


Training Assistant, Alliance Data, 2001

Customer Service Specialist, Alliance Data, 1995 2001




Completed Courses, Business Management, Hampton University

Also completed coursework at Ohio State University and the University of Phoenix



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