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Yyyyyy x. yyyyyy

140-70 Ash Avenue, Apt. # 0000 xxxxxx xxxx , xxxx , xxxxx 00000

Telxxx-xxx-xxxx xxx-xxx-xxxx

E-mail: abc@xyz.com

 

 

 

 

 

Date

 

 

 

Hiring Agent Name

Title

Company Name

Address

City/State/Zip Code

 

Dear__________________:

 

Please accept this letter and accompanying resume in application for the Quality Assurance Manager opportunity that is currently available.  In advance, thank you for your time and consideration.

 

As indicated in the accompanying resume, I bring to you a considerable background with Time Warner Cable, and excel in training, coaching, motivating and leading Customer Service Representatives to display performance excellence C essential to achieving and sustaining customer satisfaction and retention. To complement these qualifications, I offer a strong blend of resourcefulness, organizational strengths, analytical skills, and management acumen which is paramount to achieving TWC s quality assurance goals and objectives.   

 

As a proactive contributor to TWC, I have proven to be a highly diligent professional and stellar leader committed to supporting you in achieving your objectives through an impressive work ethic and dedication to customer satisfaction. I am confident that I am an ideal candidate for this role, and look forward to interviewing with you in the near future.

 

Sincerely,

 

 

 

Yyyyyy x. yyyyyy

 

 

 

 

 

 

Yyyyyy x. yyyyyy

140-70 Ash Avenue, Apt. # 0000 xxxxxx xxxx , xxxx , xxxxx 00000

Telxxx-xxx-xxxx xxx-xxx-xxxx

E-mail: abc@xyz.com

 

Seeking opportunity as Quality Assurance Manager with Time Warner Cable where 14 years of industry experience and verifiable achievements will provide immediate and positive results.

 

Qualifications Profile

 

Offering substantial supervisory experience as Lead Quality Assurance Representative at Time Warner Cable. Adept at utilizing metrics analysis to drive continuous improvement, fortifying customer relations and retention, and formulating policies and procedures which increase productivity, service levels, and efficiency. Reputation for creativity, reliability, establishing a cooperative climate across multiple departments, and identifying opportunities which will result in long-term benefits for the employer.  Appreciated for strong negotiating skills, a solid work ethic, and expertise in staff training and coaching.   Harness enthusiasm and energy to inspire teams, elevate morale, and steer personnel to attain assigned targets.  Equally proficient in independent tasks and in collaborative settings.     

 

Selected Achievements:

 

         Advanced from role as Time Warner Cable Customer Service Representative based on exceptional performance, interpersonal skills, work ethic, and leadership attributes.

         Set standard in 2001 for unique position as dedicated Point of Sale Specialist for Time Warner Cable of NY/NJ.  

         Significantly enhanced staff performance, morale, and productivity at TWC/NYC  via extensive training, workshops, sales rallies, monitoring, coaching, walkthroughs and meetings.

         Implemented incentives around major media buy during Spring and Fall of 2001, surpassing division goals for subscriber growth by adding 90K Starz and Encore units.

         Recognized at 2002 national sales meeting as #1 Point of Sale Specialist, leading STE to realize net gains of 68,000 Starz subscribers and 53,000 Encore subscribers.

         Spearheaded innovative campaign that produced 47,839 gross units in 2003, establishing a new record for greatest number of units produced by a campaign in Northeast region.

         Championed successful launch of Direct Sales Representative Laptop Program throughout NYC division resulting in an expanded partnership between Time Warner corporate and STE in 2004.

         Leveraged outstanding organizational strengths to orchestrate five 6-week incentive programs which generated 50,000+ Starz and Encore units.

         Customized and launched e-learning module for division-wide rollout of Time Warner Cable s NY/NJ's Service Agreement Plans in 2007.

 

Professional Experience

 

Starz Entertainment, LLC, Stamford, CT, 2000 to 2008

Point of Sale Specialist

         Critically analyzed and optimized sales and marketing strategies to boost market share of Starz Entertainment, LLC video programming at Point of Sale (POS).

         Fostered, nurtured and maintained open and supportive relationships with affiliates.

 

Continued ►

 

 

Yyyyyy x. yyyyyy ~ Page 2 of 2

 

Professional Experience continued

 

         Pursued opportunities to grow subscriber base and revenue at Point of Sale, anticipated and identified industry trends, and leveraged findings toward devising POS action plans encompassing Digital, High-Speed Data, and bundling of new products and on-demand services.

         Collaboratively implemented data collection methods and procedures in support of POS program development to increase customer satisfaction and drive sales at affiliate level.

         Periodically analyzed POS programs and recommended strategies and improvements to enhance effectiveness.

         Evaluated required affiliate sales/marketing collateral materials, administered ordering process, and determined budgetary requirements to support development and implementation of POS incentives/initiatives necessary to achieve financial goals and business objectives.

 

Time Warner Cable, Flushing and New York City, NY, 1993 to 2000

Quality Assurance Specialist          (1995 to 2000)

Customer Service Representative         (1993 to 1995)

         Applied dynamic leadership talents toward coaching, motivating, monitoring and evaluating customer service/call center personnel in departments spanning Universal, Sales, Technical Support and High-Speed.

         Assisted under-performing Representatives by addressing weaknesses and administering one-on-one coaching and training.

         Participated in establishing departmental guidelines, vital to standardizing procedures and maintaining top-notch quality assurance.

         As Lead QA Specialist, facilitated new hire CSR training classes in Learning and Development Department.

 

Affiliations

 

Member, WICT (Women in Cable Television)

 

Member, CTAM (Cable & Telecommunications Association for Marketing)

 

Computer / Software Skills

 

Microsoft Office Suite (Outlook, Word, Excel and PowerPoint)

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