Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx Abc@xyz.com

Employee Relations Staff Development Project Management

Group Facilitation & Motivation Presentations Change Management

         Possess exceptional experience in customer service excellence, relationship-building, new business development, project management, cost control, vendor management, and administrative leadership.

         Excel at analyzing emerging market trends to plan revenue-building strategies and optimize competitive positioning.

         Adept at prioritizing multiple concurrent tasks to meet performance, quality, and financial goals.

         Able to anticipate, plan, and respond accordingly to changing priorities and competing business demands.

         Employ dynamic communication skills toward effectively liaising between executive team and internal/external stakeholders in support of achieving corporate objectives.

         Adept at driving high-impact process improvements for quality and efficiency.

         Passionate about hiring top talent, team development, leadership, cross-departmental collaboration, mentoring, motivation, and coaching.

         Able to propel profits and control costs through strategic budgeting and forecasting.

Duke Realty Corporation; Indianapolis, IN, 2005 Present

National Customer Service Manager

         Brought on board to establish Customer Service department from the ground up; developed SOPs, trained staff, and seamlessly merged 26 satellite offices into one call center environment.

         Captured considerable cost savings by decreasing headcount across 26 offices.

         Supervised staff in responding to 3,000 calls per day and initiating 5,000 daily work orders; consistently achieved highest customer/tenant satisfaction ratings resulting in Exceptional Service Awards for 12 years from countless outsourced customer service surveys.

         Throughout entire tenure, consistently remained below industry standard of 3% for abandoned calls.

Continued

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Professional Experience continued

         Pioneered user-friendly, centralized system for tenants to report issues, significantly increasing technician response and tenant satisfaction by reducing call volumes and steadily decreasing headcount from 15 to two.

         Rapidly expanded tenant adoption of online work order system from 3% to 65% within less than two years and increased call transfer accuracy from 75% to 99.9%.

         Centralized security access into real-time system by researching, procuring, and implementing new technology (Tridium Niagra AX), and provided associated staff training; evolved security access into profit-making solution from device sales to end user with annual income averaging $12K.

         Conducted trend analysis to introduce centralized database for tenant emergency contacts, building inspections, critical internal and external emergency classifications, and field service activities.

         Restructured and refined after-hour process to save $20K+ annually by hiring answering service to take calls, create work orders, and assign them to on-call technician.

         Chaired multiple company committees charged with exploring and securing cost savings, and improving best practices.

         Slashed expenses by steering migration from individual call billing to flat rate call billing, saving over $10K per year.

ETS, Indianapolis, IN, 1994 2005

Director, Customer Relations 1996 2005

         Directed team seven managers and indirectly supervised 75 customer service representatives and phone technicians while actively participating in organizational development through continuous tracking of progress against defined goals.

         Elevated consumer retention and loyalty through high level of consumer satisfaction.

         Championed efforts to dramatically raised Better Business Bureau company rating from Poor to Gold Medal Excellence.

         Actively served as liaison between manufacturing division and call center department to fuel morale and subsequent profitability.

Customer Service & Management Consultant 1994 1996

         Leveraged expertise in team leadership, technical training, and budget compliance to complete projects on time and within fiscal and quality parameters.

         Assessed and revamped customer service policies, practices, and expectations by working collaboratively with management to achieve or exceed business goals.

Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx Abc@xyz.com

February 16, 2018

(HIRING AGENT NAME)

(TITLE)

(COMPANY NAME)

(ADDRESS)

Dear __________________:

Please accept this letter and accompanying resume in application for the Service Director opportunity that is currently available with (INSERT NAME OF COMPANY). In advance, thank you for your time and consideration.

I offer a significant background in customer service operations management, and a demonstrated track record in project leadership, change management, data analysis, and driving measurable process improvements. I excel at dramatically enhancing customer satisfaction levels and possess considerable strengths in establishing credibility with stakeholders due to exceptional rapport-building skills. I also offer talents in training and mentoring staff, and developing customer service departments from the ground up. Furthermore, my polished communication abilities are central to coaching and empowering employees, effectively responding to customers needs, and building profitable and long-lasting client relationships.

As a proactive contributor to your company, you will find me to be a stellar leader committed to supporting you in achieving your objectives through superior self-initiative and a passion for delivering unparalleled service. I am confident that I am an ideal candidate for this role, and encourage you to call me at the contact information listed above so that we may discuss this mutually beneficial opportunity.

Sincerely,

Yyyyyy x. yyyyyy