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Yyyyyy x. yyyyyy



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


Profile of Qualifications


Accounting | Accounts Receivable | Administration | Attention to Detail | Call Centers | Call Escalations

Collaborative Problem Solving | Crisis Response | Critical Thinking | Customer Service | Goal Achievement

Interpersonal Communication | Office Administration | Relationship Building | Strategic Planning & Analysis

Team Leadership | Time Management & Multitasking | Troubleshooting | MS Office | Windows OS


Dynamic professional with over 20 years of diverse customer service delivery experience. Driven self-starter with a results-focused demeanor and steadfast dedication to assessing customer needs. Successful manager of diverse groups due to innate leadership capabilities. Works well with individuals and groups at all levels; thrives as both a team member and individual achiever. Seeking an administrative position in an innovative, lively healthcare setting. Also open to other types of analysis-focused roles that will allow for the use of analytical skills to evaluate the accuracy, readability and relevance of collected organizational data.


Professional Synopsis


Apex Systems, INc. (for Kohl s Credit) 2014 Present

Data Analyst

  Interpret data and assess results; develop and implement data collections systems to boost efficiency and quality levels

  Acquire data from multiple sources and maintain database systems; identify patterns within data sets to locate and correct problems

  Liaise with management personnel to prioritize business and information needs

  Locate and define process improvement opportunities

  Complete script writing and testing as needed


AGERO 2006 2012

Computer Operator (2012 2013)

  Ensured timely and thorough production operations processing and offered basic shift supervision

  Evaluated performance and communicated issues within team and to management

  Recommended and performed operational enhancements, including backup and reporting efforts

  Provided continuous support by initiating and monitoring the scripts that synchronize system redundancy

  Continuously monitored operating consoles, storage devices and scheduled batch background processes to ensure optimal performance

  Monitored alarm reporting and generation subsystems continually to achieve a high level of service and complete corrective actions in a prompt manner

  Performed Tier 1 support for emergency and contingency procedures, used to contain and relieve system and program logic complications and failures using comprehensive procedure checklists

  Offered Tier 1 and 2 support for three-tier application architecture within CRM systems in a 24/7 Call Center setting

  Documented procedures, processes and schedules; also managed incident queues using an ITIL-based, SLA-driven ticketing system


Operations Supervisor (2011 2012)

  Guided, coached and mentored a Contact Center team using superb leadership and interpersonal skills

  Monitored and recorded attendance; also tracked goals, sales, and disciplinary records for all team agents

  Held weekly 1:1 and monthly cumulative performance reviews; also orchestrated monthly team meetings

  Utilized dispute resolution, anger diffusion, mediation and negotiation processes to tend to conflicts as needed



Yyyyyy x. yyyyyy





Emergency Response Representative II (2006 2011)

  Replied to calls from vehicle owners across the United States and Canada using high-caliber customer service, communication and multitasking skills

  Worked tirelessly as a customer advocate; handled various issues on behalf of customers

  Gained expertise in the following: SOS/Airbag, Turn-by-Turn Route Assistance, Tracking Stolen Vehicles, Remote Door Unlock and Full Concierge Service

  Led off-call research/investigations, as well as for troubleshooting both billing and technical issues

  Recognized as a consistent Top Sales Performer on the BMW team

  Additional roles performed:

o   Acting Floor Manager as needed

o   Acting BMW Supervisor for vacation leave

o   Assistant BMW Trainer one-on-one training with new hires or in-class training; coached new staff once they completed all applicable training and came out onto the floor and cross-trained Agents as well

o   Service Command Center staff: monitored call allocation and lunch/break schedules and fielded any escalated and technical call issues


Rutgers University 2009 2011

Consultant/ Tutor, Home Based Services for the Douglass Development Disabilities Center

  Led the delivery of two-hour residential tutoring sessions for students diagnosed with autism

  Catered programs to fit participants IEP goals while also leading maintenance efforts used to prevent regression

  Logged program data and reported it to the Coordinators assigned to each case

  Carefully responded to crisis situations in instances where a client expressed a behavioral concern; worked diligently to remain calm and composed at all times

  Participated in monthly clinic meetings to discuss the progress of each student

o   Communicated directly with their respective families, Case Coordinators and all assigned Case Consultants

o   Kept supervisory staff well-informed; discussed goals, concerns and new ideas that challenged students to attain high levels of success


Additional Experience


Billing/Collections, Texas Pain Care, 2006

Administrative Assistant, Fresenius Medical Care, 2005 2006

Accounts Receivable Manager, Universal Air Conditioning, 2004 2005


Education & Credentials


Completed Courses, McLennan Community College (ongoing)

Associate of Science Courses, Office Administration, Bryant and Stratton College

Medical Assistant Diploma, High Tech Institute (with Honors, Academic Excellence)

Community Involvement & Memberships


Member, Soldiers Angels

Volunteer, Junior Achievement

Yyyyyy x. yyyyyy



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



March 16, 2018



Hiring Agent Name


Company Name


City/State/Zip Code



Dear [Hiring Agent Name],


I am currently seeking a challenging career opportunity in a (INSERT TITLE OF TARGET POSITION) capacity and am submitting my resume for your review. In advance, thank you for your time and consideration. As demonstrated in the accompanying resume, my professional qualifications include the following accomplishments:


  I am an eager and motivated professional with over 20 years of diverse customer service experience. My hope in moving forward in my career is to work within an innovative healthcare environment that will call upon my strategic, analytical and critical thinking skills.


  In any role I take on, I serve as a successful manager of groups because of my characteristic leadership abilities. I find that I work well with individuals and groups at all levels and excel as both a team member and individual achiever. Among my strongest suits are customer service, financial operations, collaborative teamwork and interpersonal relations, among others.


  My practical experiences have also contributed significantly to my desire to help others and eventually transition into a full-time role upon my relocation to WA. I ve gained expertise in not only managing others, but also working with populations of all types, including students, sales clients and the like.


  As a professional, I work collaboratively with stakeholders at all levels to help those I serve attain success. This includes liaising with internal and external parties to ensure that each individual or population I work with receives the most comprehensive attention possible.


  Along with my rich work history and impeccable educational foundation, I also completed a plethora of valuable office administration coursework and am currently enrolled in classes at McLennan Community College. I am also involved with community organizations including Soldiers Angels and Junior Achievement.


As an employee, you will find me to be a driven team player committed to supporting you in achieving your objectives through superior performance. I am confident that I could be a valuable asset to your organization, and look forward to interviewing with you in the near future.



Yyyyyy x. yyyyyy

Enc. Resume


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