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Career Objective
Results-oriented Customer Service/Operations Professional eager to contribute broad management background toward boosting bottom-line performance of dynamic company
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Profile of Qualifications
Ø Excel at Customer Relations, quickly processing and researching client needs and sufficiently resolving all requests and problems in timely fashion
Ø Expertise in planning, coordinating and managing workflow/projects to efficiently and consistently meet deadlines and operational goals in accurate and exceptional manner
Ø Enthusiastic results-oriented supervisor, awarded several promotions over 20-year career at multinational Network and Electrical Solutions company
Ø Offer strong technical skills and proficiency at functioning in variety of systems and formats
Ø Dynamic communicator highly effective in collaborating with various departments/personnel
Ø Team-oriented leader with proven ability to train and develop employees on variety of EDI and VMI network systems, ultimately motivating and maximizing employee resources
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Professional Experience
Panduit Corp, Tinley Park, IL 1988-Present
Regional Supervisor/Western Region, 2004-Present
Excel at interpersonal communications, diplomatically creating effective customer dispute resolutions while maintaining highest of company standards
Excel at coaching customer service clerks in performing live phone calls and orders
Responsible for monitoring productivity and error rates of coordinators, ensuring customers were serviced in appropriate manner and within Panduit procedures/policies
Monitored recorded calls and reviewed them weekly in conjunction with coordinators
Spearheaded processing of global fiber-cable orders, and approved all sample orders and large project/large value orders
Training Supervisor, 1994-2004
Directed company s Pan-Link software training program; Implemented newer Pan-Serve online system, conducting overseas training for Panduit UK coordinators
Effectively trained customers on complete use of Panduit's online Business System
Assisted customer service coordinators and customers with EDI (Electronic Data Interchange) and VMI (Vendor Managed Inventory) transactions with Queued Error corrections and processing functions
Supervised coordinators to properly correct/support customers with EDI error kick outs
Processed incoming calls from customers and sales reps, regarding computer-to-computer business solution requests
Displayed superb communication skills in conducting numerous in-house seminars and presentations, and teaching all of the company s online business systems
Customer Service Coordinator/Data Entry Clerk, 1988-1994
Efficiently multi-tasked approximately 80 calls per day, inputting such entries as orders, claims, credits/returns, damaged/lost shipments and sample/product literature requests
Consistently serviced customers quickly, courteously and efficiently, maximizing potential of each sales contact
Skillfully utilized online IBM computer system (CICS-MVS) to process all purchases, including mailed and faxed purchase orders
Showed keen fiscal aptitude in properly pricing product, assisting in promotional programs and processing credit/debit accounts
Levolor Lorentzen Inc., South Holland, IL 1986-1988
Order Entry Clerk
Processed average of 200 daily computer orders, recording error factor of less than 1% using a Data General MV1000 system
Electronically transferred orders to other branches for production; Entered shipping information and charges for orders
Executed proper billing by matching shipping orders to invoices
Handled replacement orders, and defective merchandise requests
William J. Goodman Ltd., Homewood, IL 1985-1986
Administrative Assistant
Maintained client/business files on Kaypro II and IBM-AT computer, including invoicing, claims and payroll
Accurately and quickly transcribed Dictaphone correspondence
Diligently prepared bank deposits, balanced monthly statements and composed/prepared payroll checks
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Training/Career Development
Panduit Corporation
Quality Award for EDI Error Reduction
Panduit Corporation
Certificates of Completion - Professional Interviewing; Management Fundamentals
Training C Oracle; Word Perfect 5.1; Letter Perfect; Quality One Man Business Course; Electrical and Electronic Seminars; EDI and VMI; Customer Service; Project Management; Performance Appraisals
Thornton Community College
Introduction to Personal Computers
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