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Yyyyyy x. yyyyyy
P.O. Box 0000 xxxxxx xxxx , xxxx , xxxxx 00000
Home: (xxx-xxx-xxxx / Cell: (xxx-xxx-xxxx
E-mail address: abc@xyz.com
~ Dedicated Senior-Level IT Management Professional eager to contribute significant customer service, call center, and collections expertise toward supporting a dynamic employer as an integral member of the executive leadership team. ~
Qualifications Profile
Offer proficiency throughout all stages of call center management spanning collections and customer service, dialer implementation, VoIP, solicitation, skip tracing, agency management, and telephony.
Considerable background in financial service client services management.
Combine polished leadership and team-building expertise to manage, motivate and supervise highly productive personnel, consistently navigating projects and programs to efficient and cost-effective deployment.
Technical/software skills include Microsoft Office, Microsoft Project, Windows NT, 3270/5250 emulations, multiple host systems, UNIX AIX 5.1, AS/400 iSeries, Active Directory, Novell, and Microsoft Exchange.
Excel in directing highly efficient data center operations encompassing systems planning and upgrades, file transfer, scheduling, BRMS, and SpyView.
Authored and implemented policies and processes which have successfully passed SAS70, PCI and ISO17799 security audits.
Meticulous and focused problem solver with a solid reputation for integrity, relationship-building skills, presentation and negotiating talents, and commitment to quality control and customer satisfaction.
Outstanding organizational, interpersonal, forecasting, vendor relations, and communication skills.
Professional Experience
Noble Systems, Atlanta, Georgia, 2008
Call Center Technical Consultant (Interim Director of Information Technology)
- Provided consultative expertise to CBV Collections Services in Vancouver, BC with accountability for directing IT department s daily operations, steering project management efforts, administering network operations, and maintaining strong and positive client relations.
- Applied dynamic technical acumen in administering Microsoft Exchange 2003, Active Directory, Cisco Call Manager, Unity Voicemail, and AS/400 iSeries systems.
- Implemented Cisco IPS and MARS systems, automated dialer, and automated time keeping system.
- Critically reviewed, developed and fortified PCI DSS (Payment Card Industry Data Security Standards).
Nationwide Credit, Kennesaw, Georgia, 2001 to 2007
Director, Dialer Technology
Spearheaded day-to-day operations for 1000-seat global dialer systems and centralized command center including migration to Noble Systems.
Oversaw client management for call center strategy implementation and reporting.
Developed, motivated, coached and evaluated employees and supervisory personnel.
Project-managed IT initiatives encompassing installation of dialer seats, new client implementations, dialer consolidation, telephony carrier conversions, and installation of VoIP technologies.
Successfully completed three dialer beta projects including written analysis of issues and detailed evaluation of variances between updates and previous system processes.
Continued
Yyyyyy x. yyyyyy ~ Page 2 of 2
Professional Experience continued
Enforced adaptive control measures to ensure compliance with FDCPA and state collection laws and conducted regular SAS70 type 2, PCI level 3 and ISO17799 internal/external audits.
Seamlessly prepared and integrated dialer systems with Nortel and Lucent PBX switches.
Defined and managed budgets to support technology replacements, upgrades and/or consolidations, directed associated projects, and decisively selected and procured telecommunication services.
Led Data Center operations inclusive of client relations, planning and scheduling of backups, systems outage response and resolution, and disaster recovery planning/management.
Resourcefully designed GUI screen applications to satisfy client requirements and elevate agent productivity on Magellan Conversations 5.1 and Composer 7.2.
Conseco Finance, Duluth, Georgia, 2000 to 2001
Dialer/Systems Operations Manager
Demonstrated strong organizational skills in managing collection systems and Melita dialer for new call center, administering $18M budget, and overseeing MIS reporting.
Played an active role in planning and launching new collection center by coordinating installation and configuration of dialer technology, CMS, and individual workstations.
Handled staffing for new center by participating in interviewing, selecting and hiring of 200+ employees.
Autonomously devised and deployed all collection delinquency calling strategies and campaigns.
Coached, developed, empowered, and led staff to advance to supervisory roles.
American General Finance, Evansville, Indiana, 1998 to 1999
Call Center Manager
Directed dialer intensive call center operations with responsibility for collections, customer service, solicitation on a $243M retail portfolio, and in-house payment processing and accounting.
Championed efforts to decrease operating expenses by 30% within one year.
Managed, motivated and directed approximately 65 employees; guided staff to display productivity and performance excellence through monthly incentive programs.
Formulated and implemented calling strategies and campaigns for all levels of delinquency.
Exercised a hands-on management style as well as versatility as Novell and NT network administrator, database administrator, and Crystal Report writer.
Conducted in-depth historical call analysis via CentreView Supervisor software with Definity G3 Lucent switch.
Prior Background:
Dealer Account Manager, Guardian National Acceptance Corp., Southfield, 1996 to 1998
Collections/Automated Dialer Manager, Winklemans Corporation, Plymouth, Michigan, 1994 to 1996
Police Officer, City of Lubbock, Lubbock, Texas, 1988 to 1994
Education
Bachelor of Science Degree, Wayland Baptist University, Plainview, Texas
Melita International Magellan Builder
Melita International Supervisor/Command Post Training
Model-Netics, Main Event Management
SANS Management 512 Certification
CSSIP Certification in progress
Yyyyyy x. yyyyyy
P.O. Box 0000 xxxxxx xxxx , xxxx , xxxxx 00000
Home: (xxx-xxx-xxxx / Cell: (xxx-xxx-xxxx
E-mail address: abc@xyz.com
Date
Hiring Agent Name
Title
Company Name
Address
City/State/Zip Code
Dear__________________:
I am currently seeking a challenging career opportunity in an <insert job title/position> and am submitting my resume for your review. In advance, thank you for your time and consideration.
As indicated in the accompanying resume, I bring to you a substantial background in the information technology and call center industry, proficiency in directing a broad scope of technical operations, extensive personnel leadership skills, and the flexibility to expertly handle competing priorities with an unwavering commitment to efficiency, cost control, compliance, and customer satisfaction. To complement these qualifications, I offer solid organizational, multi-tasking, budgeting, analytical, and technical skills.
As a proactive contributor to your organization, you will find me to be a results-driven professional and stellar leader committed to supporting you in achieving your objectives through superior performance, vision, and initiative. I am confident that I could be a valuable asset to <insert name of company>, and look forward to interviewing with you in the near future.
Sincerely,
Yyyyyy x. yyyyyy
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