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yyyyyy x. yyyyyy
0000 xxxxxx xxxx , xxxx ,
xxxxx 00000
(xxx-xxx-xxxx
abc@xyz.com
Call Center Professional ▪ Operations Manager
Well-rounded and energetic professional with 12+ years experience seeks new challenge and opportunity to apply consummate skills where Leadership and Reporting qualities can be utilized.
yyyyyy x. yyyyyy
Professional Profile
Escalate business development through strategic initiatives that increase productivity and revenue growth; consistently meet or exceed goals and objectives
Self motivated leader; experience in quality analysis, resolution management, project management, and personnel management including hiring and training
Organized and detail-oriented; provide all aspects of administrative support, coordinate meetings and events, prepare presentations, scheduling, and travel arrangements
Communicate technical and complex information easily and concisely; work well independently or as part of a team; excellent analytical skills
Demonstrate diagnostic problem-solving skills; respond calmly to tough situations
Exhibit solid track record based on professionalism, thoroughness, and dedication
yyyyyy x. yyyyyy
Education and Professional Development
Bachelor of Arts Anticipated 06/2011
LeToureau University ▪ Dallas, TX
Certificate in Executive Assistant Program 1996
Star Business College ▪ Tulsa, OK
Computer Skills:
Proficient in Microsoft Word, Excel, Access, PowerPoint, and Lotus Notes
Familiar with AS400 applications
yyyyyy x. yyyyyy
Employment History
Operations Analyst 02/2009 C Present
Credit Protection Associates ▪ Dallas, TX
Perform as relief Operations Manager
Increase revenue and production by conducting procedure reviews; recommend and implement improvements
Provide project management; track progress and verify programming changes ensuring deadlines are met
Operate as primary vendor contact, and audit client billing
Analyze and create reports; track and report errors, and provide recommendations
Liaison to human resources; commissions and incentive payouts
Resume- Patsy Allen |
(xxx-xxx-xxxx |
Page 2 of 2 |
Countrywide Home Loans ▪ Plano, TX 01/2001 C 02/2009
6+ years of dedicated service in various positions
Business Analyst 04/2004 C 02/2009
Subject Matter Expert (SME) for all call Center operations including OOP/RMG
Increased productivity and efficiency; identified and designed reporting improvements
Tracked and reported project progress; facilitated meetings with business units
Conducted testing of new platforms and programming prior to release
Prepared monthly reports for 21 business units; ensured accuracy and timely deliveries
Collaborated business trending and financial forecasting with senior management
Customer Service Team Leader 03/2003 C 04/2004
Managed 9-14 call center representatives; ensured objectives were met and exceeded
Prepared weekly and monthly reports for all teams responding to the Call Center Manager
Quality Analyst 10/2002 C 03/2003
Suggested call center improvements; reviewed verbal and written customer correspondence
Resolution Management Associate 04/2002 C 09/2002
Prevented litigation by resolving complex customer issues
Call Center CSR 12/2001 C 04/2002
Provided resolutions to customer inquires; cross-sold financial products and services
Office Manager 01/2001 C 11/2001
Palm Harbor Village ▪ Tyler, TX
Managed business operations for 12 sales associates and General Manager; supervised one employee
Coordinated new home deliveries; received special requests for installation
Prepared loan documents for closing
Processed accounts payable; ensured invoices were paid promptly and balanced against commission sheets
Provided administrative support to Human Resources
Sales Assistant/Customer Service Representative 04/2000 C 01/2001
Claims Administrative Services ▪ Tyler, TX
Conducted Risk Analysis
Prepared bid proposals for public schools in Texas; provided coverage details as requested
Processed renewal billing; coordinated renewals and maintained schedules for bid proposals
Administrative Assistant 01/1997 C 01/2000
Systems Software Technology ▪ Lancaster, PA
Assisted Manager of Operations and Vice President of Sales; participated in hiring and training
Provided administrative support; maintained schedules, created presentations, prepared data and correspondence, and managed telephones
Conducted travel arrangements for sales and executive staff
Coordinated executive business meetings; agendas
yyyyyy x. yyyyyy
0000 xxxxxx xxxx , xxxx ,
xxxxx 00000
(xxx-xxx-xxxx
abc@xyz.com
[Date]
[Attention Line]
[Organization s Name]
[Address Line 1]
[Address Line 2]
Dear [Insert Name]:
This letter and the enclosed r sum are an expression of my interest in seeking a rewarding position as [Title] within your organization. I bring 12+ years of valuable experience which makes me an excellent match for your advertised position.
You will gain a dedicated and motivated individual who can communicate well with all levels of the organization. I am able to motivate and inspire others to achieve common goals and create innovative solutions to complex problems. Expertise in quality analysis, resolution management, project management, all aspects of administrative support, and personnel management are some of my strengths.
I would appreciate the opportunity to meet with you to discuss how my skills and background might fit in with [Organization Name s] current and future needs. Please do not hesitate to contact me for further information or to arrange an interview that best suits your schedule. Thank you for your time and consideration.
Sincerely,
Patsy Allen
Enclosure
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