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Yyyyyy x. yyyyyy                                            Sarmite B. Schaefer

Social Security Number:              Number

Position:                                            Position               



KNOWLEDGE, SKILLS & ABILITIES (KSAs)
 

 

FACTOR A:  Describe your customer service skills to include how you handled a particularly difficult situation and the result.

 

A key part of my jobs has been to continually promote superior service and ensure exceptional customer satisfaction.  I consistently monitored daily operations and identified and implemented targeted customer service policies and procedures instrumental to boosting performance.  I also repeatedly defined and executed strategies to increase efficiency, streamline production and enhance customer service.

 

While serving as an On-Site Travel Coordinator/ Consultant at Rosenbluth International, I was faced with an emergency situation.  During 9/11, all flights were stopped and cancelled immediately; however, BNFL President from the UK urgently needed a flight back to the UK immediately.  I personally maintained in constant contact with all the airlines once the flight restrictions were lifted within the US and was able to provide integral assistance in securing him a flight.  The President recognized my hard work and was very appreciative of the customer service that exceeded his expectations.

In addition, while working at SATO Travel C Westfields as a Travel Coordinator/ Consultant, I strove to not only meet, but to exceed customer expectations.  I identified and implemented pioneering customer service ideas and approaches toward providing quality services.  I proactively built and established key relationships and liaised effectively with customers, ensuring retention levels and loyalty.

Supporting my qualifications in promoting exceptional customer satisfaction and demonstrating resourcefulness, I was recognized for my outstanding service as a Customer Support Technician and received four Quarterly Award Fees.

 

 

 

Yyyyyy x. yyyyyy                                            Sarmite B. Schaefer

Social Security Number:              Number

Position:                                            Position               



KNOWLEDGE, SKILLS & ABILITIES (KSAs)

 

 

FACTOR B:  This high visibility position demands the ability to multi-task in order to complete time critical work levied by the Division, Office and Directorate leadership teams. Describe the qualifications you possess that would allow you to perform effectively in such an environment.

 

As demonstrated in my progressive career, I have continually excelled in supporting leadership teams, applying my strong multitasking and prioritizing skills in achieving operational goals and timelines.  I have strategically supported daily operations to meet changing project needs, with a strong focus on optimizing individual and group contributions to operational success. 

 

As Systems Integrator at J. Millenium Enterprise (JME), I have effectively utilized resources to maximize results and meet all deadlines.  Exhibiting strong multitasking and analytical skills, I was relied upon to assume a lead role in producing department project reporting, resulting in a weekly savings of 8 man hours of management time. 

 

I also proficiently provided senior-level administrative office support including data gathering, analysis and production of requirements documentation, demonstrating exceptional prioritizing and detail orientation skills in supporting enterprise-wide operations.  Supporting a major office move of 42 employees, I steered diverse projects including creating project documentation, updating staff on details of the move plan, and actively supporting all planning and coordination.

 

In addition, I offer advanced communication and detail orientation skills, integral to ensuring smooth flow of operations in a high-pressure environment.  Working as a Business Service Analyst at EDS, I served as a primary liaison and interfaced directly between employees and technical business units concerning common installations, problems, and system upgrades.  I also applied technical expertise and strong communication skills toward acting as first point of contact in responding to customer inquiries, troubleshooting hardware/software problems and delivering product/service education.

 

 

 
 
 
 
 
 

Yyyyyy x. yyyyyy                                            Sarmite B. Schaefer

Social Security Number:              Number

Position:                                            Position               



KNOWLEDGE, SKILLS & ABILITIES (KSAs)
 
 

FACTOR C:  Describe your organizational representation experience, and provide one example where your efforts advanced the mission of your organization.

 

 

Throughout my progressive career, I have repeatedly demonstrated my talent to support management in organizational representation.  My record shows repeated success, resulting in progressive increased responsibilities.  I have strong organizational skills with the ability to quickly diagnose unproductive workflows and processes and re-organize systems and workstations for maximum productivity.  I appropriately delegate, so that even the most ambitious tasks and projects are achievable through hands-on oversight and short-term objectives including steps with time frames.  I successfully analyze current processes, evaluate alternatives and options, and implement creative solutions to meet organizational objectives.

 

I have consistently provided professional organizational representation and liaised effectively between senior management, staff and clients.  In my current position as ATM Core System Drafter at Northrop Grumman, I played a key role in facilitating the Engineering Review Board and performed requirements maintenance through the configuration management database workflow.   I also actively tracked and managed customer requirements for new or modified services based on the severity of the impact to the continued operations of the network baseline documented in an Interface Control Document (ICD).  Applying leadership skills, I managed each phase of the configuration change control process and liaised directly with engineers.  For my constant dedication, performance and service, I won Runner-up for Outstanding Employee of the Quarter in 2008.

 

Serving as Network Support Engineer / Administrative Specialist at General Dynamics, Network Systems, I supported daily operations by directly assisting customers with diverse technical issues.  I provided Tier 1 technical support for classified Wide Area Network users including troubleshooting printers and workstations, mapping network drives and printers, providing software application assistance, profile restorations/rebuilding, and performing checks on network connectivity.  Applying advanced communication and problem solving skills, I constantly maintained one of the highest resolution rates within the office.  Due to my exceptional customer service skills, I continually received excellent customer feedback on surveys.  I also achieved several Award Fees for outstanding job performance in 4 quarters in 2003 and 2004. 

 

To complement my professional experience, I offer a Master of Business Administration and a Bachelor s Degree in Information Technology.



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