Yyyyyy x. yyyyyy

Xxxxxx, FL xxxxxx ￨ (xxx-xxx-xxxx ￨ abc@xyz.com

Committed to Meeting or Exceeding Objectives to Launch New Services in New and / or Existing Markets

New Product Development ￨ End-to-End Supply Chain Logistics ￨ Purchasing Process ￨ Business Strategy

Global Contact Center Operations ￨ MasterCard Operations ￨ Platform Deployment ￨ Portfolio Analytics

Team Building ￨ Training / Development ￨ Talent Development ￨ Client Relations / Management ￨ Loyalty Platforms

Multichannel B2C / B2B2C Sales / Operations ￨ Lifecycle Marketing ￨ Advertising / Agency Management ￨ Key Branding

Highly Accomplished, Results-Focused Customer Operations Specialist who makes sound decisions to reflect positively on global business operations in alignment with a company s vision, value, and goals. Top Performer who rises above new business challenges to improve the bottom line and achieve winning outcomes, including leveraging PME practices and go-to market initiatives while quickly adapting to evolving scenarios to boost success. Multilingual Communicator (English, Portuguese, Spanish) who develops synergistic relationships with C-level executives, business teams and partners, and customers, and who leads staff by example and with integrity.

Career Highlights Include:

  Standardizing and managing high-volume, fast-paced global contact center operations.

  Controlling millions of dollars of purchasing volume throughout the U.S., Europe, and Asia.

  Enhancing the customer experience via proven communication and interpersonal relations talents.

  Identifying and driving adoption of best practices and executing performance improvement programs.

  Contributing global experience in strategy, new product development, sales, marketing, and analytics.

  Pioneering efforts to promote new business across B2B and B2B2C roles in the financial services industry.

Consultant ￨ Customer Operations Specialist Global Contact Center Management (O&T) (Date)

Capitalize on the opportunity to lead a forward-thinking governance structure for internal and external contact center operations to strengthen and optimize global performance. Manage all facets of contact center initiatives, including vendor relations, agent performance, and service delivery to align with corporate / product objectives. Routinely define, measure, and manage performance metrics to achieve desired levels of operation. Document and aggressively act on key risks and issues impacting program / site and operations as a primary point-of-contact.

  Identify and drive adoption of results-generating practices for contact center operations.

  Leverage scale of MasterCard and strengthen and optimize multi-line vendor relationships.

  Conduct Focus Groups to gather feedback on improvement opportunities and share best practices.

  Collaborate with site leadership to develop and execute new performance improvement programs.

Associate Product Specialist Global Products & Solutions ￨ Benefits & Insurance (Date)

Strategically steered alignment of financial forecasts from the Benefits and Insurance department, including analyzing expense variances drivers. Accurately handled invoicing, QBRs, and contracts as required. Resolved critical escalations.

  Cohesively managed innovative, globally based marketing materials.

  Consistently supported team on diverse projects and daily operations.

Product Support Analyst Global Products & Solutions ￨ Consumer Credit (Date)

Utilized broad scope of industry knowledge toward updating product-related collateral for accurate representation, including digital, soft, and hard copy. Developed, organized, and disseminated a digital library for MasterCard Latin America and the Caribbean Region intranet to share centralized product information.

  Mapped an individual competitive landscape for top markets to determine competitive positioning.

  Streamlined consistent messaging across MasterCard Latin America and the Caribbean region intranet.

Yyyyyy x. yyyyyy

Page Two ￨ (xxx-xxx-xxxx ￨ abc@xyz.com

Purchasing Manager (2002 2011)

Demonstrated proven experience in highly competitive negotiations and purchasing processes, including exceeding company objectives with lower prices guaranteed by manufacturing contracts executed on suppliers low season. Objectively evaluated suppliers based on cost, quality, service, availability, reliability, and selection variety.

  Spearheaded a 25% cost reduction in best-selling items via targeted research.

  Eliminated 75% in importing fees on cost of goods sold via aggressive supplier negotiations.

  Mentored and managed a cross-functional 5-member team within the growing product department.

Office Manager (1999 2001) ￨ Administrative Assistant (1997 1998)

Rapidly advanced to Office Manager role due to leadership excellence. Handled all payroll and accounting functions. Cost-effectively ordered supplies. Performed general office tasks to ensure efficient company operations.

  Proactively addressed and / or resolved various administrative challenges.

Bachelor of Applied Science in Supervision & Management (3.69 GPA)

Microsoft Office Professional (Word, Excel, PowerPoint, Access, Outlook) ￨ Intuit QuickBooks Pro

Excellent Professional References Provided Upon Request

Yyyyyy x. yyyyyy

Xxxxxx, FL xxxxxx ￨ (xxx-xxx-xxxx ￨ abc@xyz.com

Date

Hiring Agent Name

Company Name

Address

City/State/Zip Code

Dear__________________:

I am exploring a new career opportunity within a challenging [ Insert Job Title ] role, and I believe that I can make a positive contribution to your bottom-line performance.

To acquaint you with my background, I can offer proven experience in Global Contact Center Operations, MasterCard Business Operations, New Product Development, End-to-End Supply Chain Logistics, Purchasing, and Business Strategy Development. I am also highly skilled in Multichannel B2C / B2B2C Sales, Lifecycle Marketing, Branding, Advertising / Agency Management, Loyalty Platforms, and Team Building / Training, among other areas.

Currently, as a Consultant / Customer Operations Specialist (Global Contact Center Management) for MasterCard Worldwide, I expertly lead forward-thinking governance structure for internal and external contact center operations to strengthen and optimize the company s global performance. Within this role, I successfully manage contact center initiatives, including vendor relations, agent performance, and service delivery to align with corporate / product objectives. I also routinely define, measure, and manage performance metrics to achieve desired levels of operation while documenting and aggressively acting on key risks and issues impacting the program / site and operations as a primary point-of-contact.

A sample of my recent accomplishments include:

  Leveraging scale of MasterCard and strengthening and optimizing multi-line vendor relations.

  Identifying and driving adoption of results-generating practices for contact center operations.

  Conducting Focus Groups to gather feedback on improvement opportunities and sharing best practices.

  Collaborating with site leadership to develop and execute new performance improvement programs.

Please note that I also achieved a Bachelor of Applied Science in Supervision & Management (3.69 GPA) from Xxxxxx-Dade College.

As this is just an example of my abilities, please refer to my enclosed resume for additional global products / solutions, purchasing, and administrative / office management roles.

I am eager to discuss how my qualifications uniquely match your current and future needs, and look forward to interviewing with you soon.

Sincerely,

Yyyyyy x. yyyyyy