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Yyyyyy x. yyyyyy
Address: 0000 xxxxxx xxxx , xxxx , xxxxx 00000
Phone: Homexxx-xxx-xxxx Mobile xxx-xxx-xxxx
Email: abc@xyz.com
Social Security Number: 141-42-8828
Citizenship: United States of America
Veterans Preference: N/A
Registered for Selective Service: Yes
Highest Grade: N/A
Vacancy Posting: ECA-2009-0126
Position: GS-0301-09/11: Program Specialist
Dept./Agency: Department of State
Core Competencies
Foreign Affairs Degree; International Relations; Global Cultural/Educational/Political Knowledge; Higher Education; US Foreign Policy; Cultural Exchange/Study-Abroad Programs; Program Development and Administration; Policies and Procedures Implementation; Operations; Administration; Project Management; Budgeting; Cost Controls; Business Development; Client Relations; Client Services; Interpersonal Relations; Public Relations; Team Building; Leadership; Performance Optimization; Market Research/Analysis; Classroom Instruction; English Teaching; Communications; Presentations; Negotiations; Written Communications
Professional Experience
01/2007-Present
Customer Service Manager/Retention Manager
Gatehouse Media New England
0000 xxxxxx xxxx , xxxx , xxxxx 00000
Supervisor: Irina Platonova; Phone: 617-786-7263; Contact: yes
Hours: 40 per week
Salary: $60,000/year
Co-direct operations of Customer Service Department employing 18 staff supporting over 100 daily and weekly publications; train, develop and lead high-performance team focused on efficiently responding to high-volume inbound calls and delivering quality customer service. Demonstrate dynamic communication, negotiation and solutions-focused problem solving skills in effectively addressing and resolving customer complaints.
Provide Sales Director with detailed weekly sales campaign and subscription analytical reports instrumental to defining and developing optimal short-term and long-range sales/marketing plans.
Contribute solid administrative skills toward efficiently managing correspondence and online subscriptions. Proficiently manage and track fulfillment of subscriber incentive programs.
Key Achievements:
Successfully designed and launched comprehensive subscriber retention program while concurrently boosting customer experience, playing key role in driving revenue growth. Grew revenue collection through proactive outbound calling strategies generating 50% increase in direct contact. Facilitated aggressive collection campaign resulting in 95% payment collection rate. Innovatively introduced check by phone payment option instrumental to increasing receivables. Resourcefully collaborated with outside vendor in re-conceptualizing and updating direct mail program targeting new movers; substantially enhanced results in new subscriptions solicitation.
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Yyyyyy x. yyyyyy Page 2 of 3
01/2006-02/0000 xxxxxx xxxx , xxxx , xxxxx 00000
Supervisor: Irina Platonova; Phone: 617-786-7263; Contact: Yes
Hours: 40 per week
Salary: $45,0000/year
Steered broad-scope retention program targeting major drop off points and start/stop relationships and incorporating additional payment methods and retention tracking reports. Led automatic payment system testing, launch, promotion, and staff training. Designed system manual and presented dynamic training programs supporting outbound/inbound call solicitation of subscriber system use. Created and administered stops/starts program focused on improving home delivery service satisfaction through results-oriented handling of escalated complaints.
Key Achievements:
Converted purchasing power and spending habit demographic research data to highly successful customer loyalty program. Serving as Member of Bias Committee of The Morning Call s RADAR project, effectively conceptualized and implemented customer service questions focused on resolving subscription stops resulting from perceived editorial bias. Effectively developed quality training programs supporting outsourcing of Customer Service Department to the Philippines as Transition Team Member. Rolled out automatic payment system generating 50% growth in subscriber use.
09/2003-12/2005
Customer Service Manager/Zone Manager/Customer Service Representative
The Courier News
0000 xxxxxx xxxx , xxxx , xxxxx 00000
Supervisor: Irina Platonova; Phone: 617-786-7263; Contact: Yes
Hours: 37.5 per week
Salary: $36,000/year
Directed 7-member Customer Service Department supporting circulation of 41K daily subscribers. Diversified staff skill sets to maximize use of resources, boost efficiency and accommodate increasing department demands. Profitably managed home delivery zone of 6K subscribers, with accountability for full-scope operations, from hiring, training and coordinating/supervising carriers to collecting payments, troubleshooting customer issues and maintaining records.
Key Achievements:
Played key role in boosting bottom-line profitability by collaboratively reorganizing home delivery districts and streamlining workforce to reduce operating costs while continuing to maintain high quality service standards. Spearheaded Gannett s Just Ask automated payment program launch and staff training. Successfully conceived and drove contest and incentive structure substantially increasing EZ-Pay subscriber base, improving receivables performance as well as operational efficiencies
11/2002-05/2004
Shift Supervisor/Barista
Starbucks, Bridgewater Commons
400 Mall Commons Way # 0000 xxxxxx xxxx , xxxx , xxxxx 00000
Supervisor: Jill; Phone: N/A; May Contact: yes
Hours: 36 per week
Salary: $17,000/year
Oversaw shift operations, including store opening/closing, cash handling, bank deposits, purchasing, and inventory control as well as launching retail promotions and setting up effective product displays.
Contributed sharp leadership skills toward training new partners in corporate product quality and service standards as well as advising on monthly safety/security updates and ensuring standards compliance.
Yyyyyy x. yyyyyy Page 3 of 3
07/1992-12/2001
Business English Instructor
Simul International Corporate Center
1-22-2 Nishi-Shinjuku, Shinjuku-ku, Tokyo, Japan 160-0023
Supervisor: N/A; Phone: N/A; Contact: Yes
Hours: 25 per week
Salary: $29, 000/year
Presented corporate classroom instruction in English
vocabulary, listening comprehension, speaking, presentation writing/delivery, negotiating,
and selling skills; additionally instructed business writing and business
English classes. Coordinated intensive programs preparing professionals
for international business trips.
Actively supported students in participating in study abroad programs by
teaching TOEFL and English conversation courses at Hosei University.
Education
University of Virginia
Charlottesville, VA 22904-4133
Degree: Bachelors in Foreign Affairs
Earned: 05/1992
GPA: 2.6/4.0 scale
Credits: 0000 xxxxxx xxxx , xxxx , xxxxx 00000-3089
Diploma: 06/1988
Specialized Training/Professional Development
R-Logic Training; 2006
MetaViewer Training; 2006
Tribune Diversity in Workplace for Management Training; 2006
Gannett s Just Ask Training; 2005
Licensed Insurance Producer, State of New Jersey; 2003
School for International Training, 16 semester hours-Berlin Germany; 1991
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