yyyyyy x. yyyyyy                           3605 ne 207^th street #0000 xxxxxx xxxx , xxxx , xxxxx 00000

(xxx-xxx-xxxx

                                                                                                                                               abc@xyz.com

objective

business professional eager to contribute dynamic communications, team leadership, sales, marketing, public relations, administrative and coordination skills in a challenging customer service representative/administrative assistant assignment.

career profile

ø  a.s., business.

ø  over thirteen years of successful business experience.

ø  career built in call center, utilities, hvac and equipment repair sectors.

ø  expertise in delivery of exceptional customer service.

ø  highly capable administrator.

ø  strong leadership skills.

ø  outstanding communicator and speaker.

ø  well-organized multi-tasker with strong detail orientation.

ø  solid information technology ability.

ø  self-motivated, self-directed.

ø  knowledgeable in business unit operations.

ø  facilitate call center operations including team motivation and training.

ø  adept in relationship development and facilitating repeat business.

ø  comprehensive understanding of business and operations management.

ø  proven accomplishments in coordination, strategic planning and project management.

ø  highly motivated team player.

ø  flexible and adaptable to rapidly changing circumstances.

professional experience

scana corporation, charleston, sc                                                                                               1999 c 2009

team leader/program administrator (2001-2009)

         most recently tasked for work within two programs at servicecare inc., repair call center and hvac call center.

         for servicecare inc., managed call center customer service representatives.

         trained, mentored and professionally developed new representatives.

         facilitated resolution of escalated calls.

         as program administrator, supervised staff, managed operations, administered franchise agreements/billing/collections and service calls.

         verified franchise contractor requirements.

         oversaw hvac program contracts.

         successfully resolved customer issues through refund negotiation, payment waivers and second opinions.

         acted as arbitrator between customers and contractors.

         sourced and evaluated contractors, including contract negotiations.

 

team leader, scana energy inc. (1999-2001)

         recruited to act as call center team leader.

         supervised, directed and trained service representatives including new hires.

         resolved escalated customer calls.

 

earlier background

prior to 1999, served as manager, postnet store, charleston, sc, and department manager, montgomery ward, charleston, sc.  in these assignments built outstanding operations, cost control, team supervisory, vendor relations, merchandising and customer relations skill sets. 

education

florida community college, associate of science, business