777 Staff St. Austin, TX 77771
firstname.lastname@example.orgTrack record of leadership, with excellent results in improving overall performance, driving revenue, andcreating profit growth. Expertise in call center management, including, outsourcing in domestic andinternational venues. Demonstrated ability to identify and troubleshoot critical issues impacting productivity,cost distribution, marketing, sales, and financial operations. Proven broad-based strengths andaccomplishments.
Areas of Strength Include
Microsoft 2006 – CurrentRedesigned, sales processes yielding 42% increase in customer growth. Organized team focus group workshops thatwere instrumental in identifying areas negatively impacting key performance indicators
Took company from sales losses in 2005 to a 25% profit in 2006.
Created ad and marketing campaigns using six sigma processes, driving record breaking sales
Outlined company processes using flow charts to determine areas of opportunity
Identified process breaks and created working solutions to eliminate problem areas
Bank of America 2003 – 2006Restructured client quality operations resulting in a 18% improvement in quality scores and a 25% improvement inabsenteeism. Redesigned account quality though six sigma processes and strategic planning. Managed account process and quality for over 100 customer service representatives. Reported to Regional Site Director.
Reorganized account support structure reducing company costs by 10%
Transitioned account focus to include sales, improving employee moral and account margins by 3%
Created six sigma strategy outlines to determine areas of opportunity
Formed focus group teams to provide continued improvement on key performance indicators
MCI World Com 1999 – 2003Redefined management coaching models reducing training costs by 18%. Developed reporting that outlined keyarea’s of opportunity for company performance. Organized and implemented improvement strategies based onopportunity areas.
Reduced attrition by 25%
Improved employee satisfaction surveys by 15%
Hit profitability goals 8 consecutive quarters
Reduced absenteeism by 15%
SENIOR MANAGEMENT PROFESSIONAL
~ Performance Manager from Entry-Level to Executive ~ ~ Builds and Motivates Strong Teams That Perform ~
Planning & Budgeting