• Dynamic Leader who offers a background in Multi-Project Management, Program Management, Team Building, Training / Development, Strategic Planning, Trends Tracking, and Vendor Relations; contributes talents in eChat / eMail Implementation, Customer Lifecycles, Risk Assessment / Mitigation, Gap Analysis, and Regulatory Compliance; and exhibits an ability to see the big picture within evolving business markets on a global level.
• Visionary Professional with commendable accomplishments across global project initiatives, and who can rise above challenges to streamline processes, improve program-based efficiencies, and drive winning outcomes.
• Excellent Communicator who builds and sustains synergistic relationships with domestic / international senior-level management, executive decision-makers, stakeholders, vendors, and clients / customers; who excels in both autonomous and collaborative work environments; and who leads staff by example and with integrity.

Program Manager (2008 2016)

  Capitalized on the opportunity to drive forward-thinking project initiatives for integrating international care support for federal government and public safety customers, including providing ongoing matrix management of six customer service vendors performance while implementing technical support staff in five call centers.

  Proactively liaised among Care and external organizations (e.g. product, sales, marketing, fraud) to meet goals.

  Led oversight of customer lifecycles for clients (e.g. Olympics, British Petroleum) with highly specialized needs.

  Significantly reduced 2014 s trouble ticket incidents.

  Seamlessly deployed international self-service efforts via the web.

  Achieved new business won due to strategic Hispanic marketing initiatives.

  Personally unlocked remaining within SLA in spite of increased overall volume.

  Spearheaded new international long distance plan options and new PRL versions.

  Rapidly deployed critical new markets to Sprint Open World and Sprint Global Roaming.

  Served as Subject Matter Expert for new hire curriculum with an audience of 500+ employees.

  Led new web functionality encompassing enablement flow, coverage maps, and support articles.

  Launched eChat and eMail support in four call centers, including long-range program-level support.

  Successfully established two brand new SWW call centers and transitioned SWW Tech to a new site.

  On-boarded teams outside of traditional SWW staff and streamlined SWW Care and Tech new hire courses.

Corporate Liable Customer Service Supervisor (2007 2008) ￨ Lead (2006 2007) ￨ Representative (2003 2005)

Tax Offline Customer Service Representative (2005 2007)

  Played a vital role in driving customer service-focused initiatives in various roles of greater responsibility, including recruiting, training, mentoring, and managing results-generating teams to boost operations success.

  Contributed solid communication skills toward promptly responding to and / or resolving customer needs and / or escalations, along with instructing team members in addressing comprehensive challenges to meet goals.

  Led targeted billing, data entry, system configurations, troubleshooting, and equipment and service changes.

  Honored as a Crown Club member (Top 10% of staff) in 2004.

  Developed and distributed information utilized for training purposes.

  Regularly achieved recognition in leading high-performing team members.

  Defined trends, brainstormed data enhancement processes, and drove efficiency.

  Rapidly progressed through roles of greater responsibility while coaching peers for success.

Holds G2 and G3 Federal Government Vetting Clearance

Participant, AIDS Walk ￨ Volunteer, Habit for Humanity ￨ Volunteer, Meals on Wheels

Volunteer, Transplant Living & Human Rights Campaign ￨ Volunteer, Democratic National Committee

Date

Hiring Agent Name

Company Name

Address

City/State/Zip Code

Dear__________________:

I am seeking a challenging [ Insert Job Title ] role, and am submitting my resume for your review.

I am excited to build a rewarding career with your company, and can offer cross-functional experience in Multi-Project Management, Program Management, Team Building, Training / Development, Strategic Planning, Trends Tracking, and Vendor Relations. I am also well-versed in Customer / Client Services, eChat / eMail Implementation, Customer Lifecycles, Risk Assessment / Mitigation, Gap Analysis, and Regulatory Compliance, among other areas.

To complement my background, please note that I attained Project Management Professional (PMP) certification from the Project Management Institute (PMI) and currently hold G2 and G3 Federal Government vetting clearance.

Recently, as a Program Manager for Sprint, I expertly led forward-thinking project and program initiatives for integrating care support for federal government and public safety customers, including providing ongoing matrix management of six customer service vendors performance while implementing technical support staff in five call centers. Within this role, I successfully liaised among Care and external organizations (e.g. product, sales, marketing, fraud), and led oversight of customer lifecycles for clients (e.g. Olympics, British Petroleum) with highly specialized needs.

A sampling of my achievements included:

  Significantly reducing 2014 s trouble ticket incidents.

  Achieving new business won due to strategic Hispanic marketing initiatives.

  Personally unlocking remaining within SLA in spite of increased overall volume.

  Spearheading new international long distance plan options and new PRL versions.

  Serving as Subject Matter Expert for new hire curriculum with an audience of 500+ employees.

  Launching eChat and eMail support in four call centers, including long-range program-level support.

  Successfully establishing two brand new SWW call centers and transitioning SWW Tech to a new site.

  On-boarding teams outside of traditional SWW staff and streamlining Care and Tech new hire courses.

[ Suggestion! Address Here Any Skills / Qualifications / Achievements Relevant to the Job Posting ]. As this is just an example of my abilities, please kindly refer to my enclosed resume for additional experience.

I look forward to hearing from you, and thank you in advance for your careful consideration.

Sincerely,

Yyyyyy x. yyyyyy