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yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000

cell xxx-xxx-xxxx

abc@xyz.com

driven professional seeking a challenging position as a customer support analyst, where expertise in communication, technology, and client services will prove instrumental to company success.

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career profile

 

a results-oriented professional analyst with experience in customer service, technical support, and communication. in-depth expertise in the implementation, analysis, optimization, troubleshooting, and documentation of computer systems. strong hands on knowledge of client services and customer accounts. dynamic communication, presentation, negotiation, and relationship management skills. proven ability to lead and motivate team members to ensure success. track record for diagnosing complex problems and consistently delivering effective solutions.

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technical expertise

 

ms office suite; advanced knowledge of excel and outlook.

macromedia dreamweaver, fireworks, snagit, windows 95, 98, 2000, xp and nt, novel, synchronics, quicken, quickbooks, ms money, visual basic, html

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professional experience

 

cquest america                                                                                                                2004-present

customer support manager

ø  successfully coordinate coverage of phone lines, record call statistics, monitor closure of all help desk referrals.

ø  consistently note call trends and recommend changes in applications, user procedure, and company processes.

 

account manager                                                                                

ø  responsible for the identification, monitoring, organization, and processing of software products for nationally recognized public health software applications.

ø  effectively collaborated with clients to create software requirements matrix to meet federal regulations.

 

safeharbor technology corporation                                                                                 2000-2004

client liaison                                                                                      

ø  acted as program manager, analyzed client and team data to optimize knowledge base.

ø  successfully handled verbal and written client communication on behalf of executives.

ø  consistently ensured support team quality and responsiveness; quantified and reported performance metrics to clients.

 

knowledge engineer                                                                           

ø  effectively analyzed, developed, designed, drafted, published, and maintained online help documentation and graphics.

ø  cost-efficiently created and maintained data support base for internal and external assistance.

 

senior knowledge technician                                                             

ø  responsible for training, development, and mentoring new employees.

ø  successfully recorded employee and account performance reports.

 

data computer services                                                                                                       1996-2000

office manger                                                                                      

ø  consistently managed accounts receivable and payable, daily receipts, and bank deposits.

ø  professionally interfaced with customers to determine and fulfill computer needs.

ø  efficiently trained clients and staff in pc usage.

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