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Yyyyyy x. yyyyyy

6927 W Remuda Xxxxxx, XXXXXX xxxxxx xxx-xxx-xxxx abc@xyz.com

 

Dynamic, ambitious and results-driven Business Professional with broad based experience in client relations, operations, staffing, training and performance management.  Eager to contribute strong leadership, communication, quality control and fiscal management talents toward supporting the business objectives of a progressive employer. 

Core competencies include:

 


   Staff Development/Retention

   Quickly Deliver Measurable Results

   Progressive Management Style

   Solid Analytical Aptitude

   Persuasive and Effective Communicator

   Business Acumen and Technical Savvy

   Learn Quickly/Sharp Wit

   Mentoring/Coaching/Team Building

   Cross Cultural/Diverse Work Force Experience

   Drive Cost Containment/Lean Methodologies


 

Professional History

 

2006 to Present:  Bank of America (formerly Countrywide), Chandler, XXXXXX 

2009 to Present:  Vice President of Quality

   Lead quality control initiatives for the Bank of America Reverse Mortgage Division; instrumental in implementing key policies and procedures to support quality goals for this inbound call center operations.

   Maintain oversight for a staff of 10; monitor performance results and provide ongoing development opportunities.

   Work closely with fulfillment to monitor welcome and closing calls; set up internal monitoring processes, observation forms, scoring indicators and coaching processes to establish standardized expectations.

   Provide support in file process from origination to the closing on reverse mortgage processes including working with underwriters and processors, managing customer relationships and supporting management with trend and performance tracking.

   Designed cutting edge Consultative Selling training and facilitated curriculum to originators, underwriters and processors, and loan closers.

 

2006 to 2009:  Assistant Vice President/Call Center Manager

   Ranked as a  leader in quality control, sales and customer satisfaction indicators; leveraged exceptional employee development, performance management and leadership talent to optimize operations results.

   Maintained oversight for the identification, selection and training for new call center staff; liaised among internal business units to define customer service and sales objectives, and ensured total compliance with internal and external compliance requirements.

   Consistently reached quality average of 90% and led a 37% decrease in handle time; created an environment dedicated to continuous learning and captured a higher than industry average retention rate among staff.

 

2003 to 2005:  JP Morgan , Phoenix, XXXXXX - Call Center Manager, Vice President

   Rated as a top manager for 2 consecutive years, exceeded sales goals by 200%, and maintained exceptional employee morale and retention results among a staff of 21.

   Spearheaded development and implementation of new programs and procedures, employee on-boarding and quality control strategies to create significant business impact.

   Researched and analyzed call center traffic, historical data and industry trend information to forecast sales activity.

 

1995 to 2003:  Bank One / JP Morgan Chase, Tempe, XXXXXX - Vice President, Policy Manager

   Began tenure in role as Customer Service Manager and achieved promotion to VP of Policy Development.

   Provided leadership and oversight for a team of 50 staff members and 4 direct reports; managed all policy and procedure development that supported retail banking, private banking and business center operations.

   Monitored team performance and provided individual coaching to raise proficiency levels; facilitate training classes to support conversion to new banking systems, and served as  subject matter expert regarding all policy matters.

 

Training/Development Courses

Proactive Communication Techniques / Leading in Diverse Environments / Business Leadership

Organizational  and Interpersonal Leadership 

 

Yyyyyy x. yyyyyy

6927 W Remuda Xxxxxx, XXXXXX xxxxxx xxx-xxx-xxxx abc@xyz.com

 

 

Name

Title

Company

Address 1

Address 2

City/State/Zip

Date Here

Dear <Name Here>,

 

I have enjoyed much success in my career as a Senior Level Client Relations/Operations Management Leader, and am ready for additional responsibilities and challenges.  Please accept this letter and the attached resume as application for the position of <position here>. I am convinced after reading the description for this position on <location of job ad here>, that I am the ideal candidate for the job.

 

I have an excellent track record of cultivating business relationships and executing aggressive turn-around strategies leading to direct and immediate impact to bottom line performance.  According to the job description for <position here>, you are seeking someone with the ability to <choose something from the job description here>.  I am well versed in <specific here> and know that I could be an integral member of your team.   I am a highly effective leader with the ability to gain the allegiance and loyalty of employees at all levels, and am dedicated to providing a world-class customer service for each client.

 

In addition, I am highly experienced in cost containment strategies, P&L management, training and development, and driving profit and revenue goals by integrating new systems and  processes.  I am innovative, creative, and dedicated to employee development and team building to enhance performance results.

 

As a proven leader, I believe it would be mutually beneficial for us to meet.  I will contact you soon to arrange for an interview. Should you require any additional information, I can be contacted at the phone numbers listed above.

 

Best Regards,

 

 

 

 

 

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