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Yyyyyy x. yyyyyy
0000 xxxxxx xxxx , xxxx , xxxxx 00000
(xxx-xxx-xxxx
Career Objective
Customer-focused Manager eager to contribute superior leadership, team building, and communication skills toward supporting the employer in optimizing operational and financial performance
Profile
Ø Offer more than 20 years of progressive supervisory, mentoring, and customer service experience
Ø Strategically plan and coordinate workflow and human resources for optimal coverage while containing labor costs
Ø Facilitate client-focused, service-oriented environment vital to maximizing customer satisfaction and retention; successfully address and resolve escalated customer issues
Ø Solid understanding of a broad spectrum of Human Resources functions; proven record of training and directing top-performing support teams
Ø Outstanding project management and business development skills
Ø Dynamic communication, organization, prioritization and time management skills; consistently achieve critical deadlines while maintaining high quality standards
Ø Proactive team player equally effective in independent and collaborative environments
Professional Experience
Citibank 3/87
C Present
Call Center Unit Manager, Las Vegas, NV (2/98 C Present)
In recognition of superior performance, steadily progressed within company to achieve managerial role entrusted with oversight of more than 20 employees
Successfully steer all call center operations and oversee customer service representatives in their daily responsibilities
Effectively respond to customer inquiries and troubleshoot concerns to ensure high satisfaction levels
Develop and implement business plans and forecasts; work with senior management to achieve corporate goals
Perform and participate in a full range of Human Resources responsibilities including the hiring process, administering corrective action, staff evaluation and promotion
Actively train and lead customer service team to attain maximum productivity
Supervisor, Las Vegas, NV (3/87 C 1/98)
Proficiently assisted customers with a variety of topics and offered efficient problem resolution
Responsible for training and guiding new employees at both the Associate and Supervisor levels
Collaborated with managers on special projects and assumed managerial duties in their absence
~ Key Achievements ~
Led one of the top three sales teams for seven consecutive years (2001 C Present)
Recognized with Service Excellence Award (1997, 2001) and Quality Excellence Award (1998)
Selected to serve on Quarterly Sales Team and appointed Quarterly Sales Manager numerous times
Project Manager, Citibank United Way, 2004, 2007
Project Manager, Citibank Harvesters, 2006, 2007
Project Manager, Citibank March of Dimes, 2005
Education & Professional Development
Leadership Training Seminar, Kansas
City, MO 2000,
2004, 2007
Coaching for Performance Seminar, Kansas City, MO 2000,
2007
Prioritizing to Performance Seminar, Kansas City, MO 2006
Discipline Without Punishment Seminar, Kansas City, MO
2006
Interview Candidates Seminar, Kansas City, MO
2000,
2005
Moraine Valley Community College, Palos Heights, IL 1980 C 1982
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