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Yyyyyy x. yyyyyy

632 Chatham Way Xxxxxx, XXXXXX xxxxxx (xxx-xxx-xxxx abc@xyz.com

 

Multi-Site Operations Management Contact Center Management Distribution Operations Customer Advocacy VOC

Strategic Analysis / Planning Team Building Training / Development Multi-Process Optimization Key Communications

Multimillion-Dollar Budget Control New Business Development Profit / Loss Project Management Order Entry Processes

 

  • Top Executive who makes profitable decisions to reflect positively on global business operations in alignment with a multi-site comxxxxxxny s vision, value, and goals to attain a competitive advantage and generate robust employer growth.
  • Visionary Professional who rises above challenges to improve the bottom line and achieve winning outcomes with a proven track record of exceeding expectations through training, educating, motivating, and appreciating individuals.
  • Excellent Communicator who develops synergistic relationships with C-level executives, senior-level decision-makers, cross-functional professionals, and customers; who excels in autonomous and collaborative work environments; and who leads multi-site staff by example and with integrity to build strong teams to exxxxxxxnd revenue and attain objectives.

 

Professional Synopsis

 

QVC 1996 Present

 

QVC Xxxxxx, Inc., Xxxxxx, XXXXXX

General Manager Distribution Center Operations (2015 Present)

  • Capitalize on the opportunity to lead forward-thinking operations within a million-square-feet distribution center with 1,500+ employees, including attaining DC metrics of ATS, CT, PI, and customer service, as well as all budgets and targets.
  • Achieve recognition as the catalyst behind facilitating a major culture change for the 30-year-old distribution center.
  • Perform in role as QVC Difference Facilitator leading 2-day training focused on the comxxxxxxny s vision, value, and metrics.

 

  Reduced employee complaints by 25% and increased throughput by 35%.

  Generated a 5-point positive increase in an overall employee annual survey.

  Set a new direction and vision statement for the DC through intense training of all employees.

  Developed non-exempt and exempt training focused on respect, trust, entitlement, and job performance.

  Honored with Coach s Award presented to individuals exhibiting exceptional staff coaching and development.

 

QVC St. Lucie, Inc., Port St. Lucie, FL

General Manager Contact Center Operations (2013 2016)

  • Strategically steered operations of a 535-seat Contact Center while achieving all business, people, and customer metrics by facilitating a One Team network approach to managing the business and generating lucrative key results.

 

  Developed a network Balanced Scorecard approach to measuring metrics.

  Led contact center network in all key indicators for people, customers, and budget.

  Honored with the team-based Foresee Award for excellence in customer satisfaction in 2014.

  Improved culture scores from last in network to leading the network in only an 8-month timeframe.

  Successfully handled 20+ million contacts annually with a 95% or higher customer satisfaction rating.

 

QVC Xxxxxx, Inc., Xxxxxx, XXXXXX

Area Manager Inbound Outbound Distribution (2010 2013)

  • Utilized broad scope of industry knowledge toward managing inbound, outbound, and receiving operations within a high-volume Xxxxxx Distribution Center, including overseeing a team of 5 shift managers, 35 supervisors, and 750 associates while meeting a $40-million annual budget and achieving or exceeding ATS dates, labor, and customer goals.

 

  Co-developed with management an annual dexxxxxxrtment budget for the Distribution Center.

  Spearheaded targeted plans and vision for continuous improvement processes throughout tenure.

  Developed and executed critical plans for improving site s culture and Q Perspectives engagement score.

 

QVC, Inc., West Chester, XXXXXX

Director Customer Advocacy (2010)

  • Spearheaded identification of key Voice of the Customer (VOC) metrics for dexxxxxxrtments while providing integral leadership, expertise, direction, and guidance to QVC senior-level leadership in driving success in competitive markets.
  • Managed 3 VOC analysts responsible for VOC data and designing, executing, analyzing, and integrating core feedback.
  • Led 1 senior analyst tasked with CFS VOC data, as well as for designing, analyzing, and communicating key information.

 

  Expertly developed methods for measuring success indicators.

  Championed the introduction of data mining trending analytical tools.

  Led cross-dexxxxxxrtmental meetings to leverage VOC and identify growth opportunities.

  Consistently enhanced product and service quality while reducing internal / external customer effort.

 

 

Yyyyyy x. yyyyyy Xxxxxxge Two (xxx-xxx-xxxx

 

QVC (continued) 1996 Present

 

QVC St. Lucie, Inc., Port St. Lucie, FL

Area Manager Order Entry (2007 2010)

  • Maximized bottom-line performance by meeting a $20-million annual budget while overseeing 3 shift managers, 2 managers, 30 supervisors, and 800 representatives, as well as ensuring adherence to labor, shift, and talk time goals.

 

  Successfully led strategic, fast-xxxxxxced operations of solutions-oriented Order Entry and On Call Dexxxxxxrtments.

  Collaborated with Financial Administration Manager to create annual budgets for dexxxxxxrtment and call center.

 

QVC St. Lucie, Inc., Port St. Lucie, FL

Project Manager QVC St. Lucie (2006 2007)

  • Drove business growth within competitive markets by leading multiple site projects, including analyzing site turnover and PEQ results, and creating monthly reports to illustrate findings and mobilize site management to take key actions.
  • Co-managed Enhanced Training Area during season, and streamlined attendance for team meetings for seasonal staff.
  • Applied strong leadership talents as program manager for a QVC.com education and training project, including investigating essential functions that representatives needed to know on QVC.com to meet and / or exceed objectives.

 

  Continually reduced YTD turnover in 2006 and 2007 monthly.

  Raised $26,000+ for Exchange Club CASTLE via targeted planning.

  Created a new training guide and plan to instruct 3,000+ representatives.

  Increased team meeting xxxxxxrticixxxxxxtion from 20% to 89% in less than 2 months.

  Developed site s 2006 United Way Camxxxxxxign and generated a 26% increase over 2005.

 

QVC St. Lucie, Inc., Port St. Lucie, FL

Area Manager Customer Services (2005 2006)

  • Profitably managed a large-scale Customer Services Dexxxxxxrtment, including overseeing all customer services, product information, and eServices, as well as successfully meeting a $4-million annual budget while planning and prioritizing seamless workflow among a detail-oriented team of 3 shift managers, 12 supervisors, and 400 representatives.

 

  Led plans for continuous improvement of short-, medium-, and long-term processes.

  Contributed talents in promptly responding to and resolving customer relations challenges.

  Achieved all labor goals of occuxxxxxxncy, shift adherence, average talk time, service level, and overtime fill rates.

 

QVC St. Lucie, Inc., Port St. Lucie, FL

Quality Communications Manager (2004 2005)

  • Directed comprehensive operations of a quality monitoring program for a 500-seat call center with 1,200+ employees, including demonstrating solid communication and interpersonal relations skills toward building valued staff interaction.

 

  Proactively promoted the benefits of working at QVC St. Lucie by personally interfacing with local media.

 

QVC St. Lucie, Inc., Port St. Lucie, FL

Variable Labor Manager (2002 2004)

  • Led targeted decision-making across all aspects of Variable Labor staffing programs, including filling overtime, managing attrition, and filling seasonal job opportunities with customer service-focused Variable Labor representatives.

 

  Successfully monitored 8 supervisors performance and a representative population of up to 550.

 

QVC Jaxxxxxxn, Chiba Prefecture, Jaxxxxxxn

General Manager Call Center Operations (2001 2002)

  • Played a vital role in directing fast-xxxxxxced call center operations while managing 18 supervisors, 2 area mangers, 2 shift managers, 1 human resources manager, and up to 350 representatives in actively handling customer relations issues.
  • Cost-effectively managed a budget while meeting with executives to discuss success and opportunities for development.

 

  Led all career xxxxxxthing, training, and development of exempt staff in the call center.

  Xxxxxxrticixxxxxxted in succession planning to ensure site s ongoing success after assignment.

 

QVC St. Lucie, Inc., Port St. Lucie, FL Order Entry Shift Manager (1999 2001)

QVC San Antonio, San Antonio, TX Order Entry Customer Service Supervisor (1996 1999)

 

Education & Philanthropic Activities

 

Bachelor of Applied Science in Systematic Theology Seton Hall University

Associate s Degree in Restaurant & Lodging Management Davenport College of Business

 

Active Member, Xxxxxx, XXXXXX Community Affairs Committee

Former President Board of Directors, Project Response AIDS Center, Fort Pierce, FL

Former Chairperson, QVC St. Lucie s Community Affairs Committee (Raised Up to $30,000+ on QVC s Behalf)

Yyyyyy x. yyyyyy

632 Chatham Way Xxxxxx, XXXXXX xxxxxx (xxx-xxx-xxxx abc@xyz.com

 

 

 

Date

 

Hiring Agent Name

Comxxxxxxny 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 cross-functional experience in Multi-Site Contact Center, Distribution, and Operations Management; Team Building; Training / Development; Strategic Analysis / Planning; Trends Tracking; and Multi-Process Optimization. I am also highly skilled in New Business Development, Multimillion-Dollar Budget Control, Profit / Loss, Project Management, Customer Advocacy, Voice of the Customer (VOC), and Communications, among other areas.

 

Currently, as a General Manager for QVC s Xxxxxx, Inc., I expertly lead forward-thinking operations within a million-square-feet distribution center with 1,500+ employees, including attaining DC metrics of ATS, CT, PI, and customer service, as well as achieving all budget goals and strategic business targets. Within this role, I attained recognition as the catalyst behind facilitating a major culture change for the 30-year-old distribution center. I also perform in a role as a QVC Difference Facilitator leading 2-day training endeavors focused on the comxxxxxxny s vision, value, and metrics.

 

A sampling of my achievements include:

 

  Reducing employee complaints by 25% and increasing throughput by 35%.

  Generating a 5-point positive increase in an overall employee annual survey.

  Setting a new direction and vision statement for DC through intense training of all employees.

  Developing non-exempt and exempt training focused on respect, trust, entitlement, and job performance.

  Achieving a Coach s Award presented to individuals exhibiting exceptional staff coaching and development.

 

To complement this experience, note that I earned a Bachelor of Applied Science in Systematic Theology from Seton Hall University and an Associate s Degree in Restaurant & Lodging Management from Davenport College of Business.

 

[ 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 in contact center, customer services, quality communications, and project leadership roles.

 

As a proven leader, you will find that I am positioned to deliver both immediate and long-term results with a continued commitment to exceeding your team s goals. 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

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