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Hanah Mahdi
309 West Ann Street Lombard, Illinois
60001
Cellular Number: (312) 399-9876 | hanah@gmail.com
Objective
Mid-level
manager seeking position with an organization that has a need for people with
strong interpersonal, organizational, and communication skills. My experience
working in sales, customer service, and collections in the financial and
telecommunication industries gives me a well-rounded view of business that can
be utilized in many different industries and roles.
Summary of Qualifications
·
Seven years of
progressive leadership experience in business development, customer service and
sales management
·
Experienced in
creating and implementing measurable sales and customer service improvement
plans
·
Proficient in
Microsoft Word, Excel, Power Point, Access, and Outlook
·
Over five years
of experience with call center systems (CCR, IVR, call flow queue)
·
Expert level
knowledge of Windows and Linux operating systems
Professional
Experience
Enova Financial
Financial
Services Department Manager
2010-2011
·
Managed a
department of inbound and outbound representatives. Team consisted of
collection, sales, and customer service representatives. QA was done weekly and
coaching and trainings were provided
·
Ran queries
using SQL to obtain department call flow data. Data from queries were analyzed
and reporting with improvement plans were given to senior management and
director weekly.
·
Trained and
developed representatives on rules and regulations as well as company systems
and processes. New compliance guidelines and company information was
communicated weekly
US Cellular
Customer
Service Supervisor
2006 –2010
·
Managed a team
of up to 20 customer service associates through company initiatives and
expectations. Primary tasks included educating and training associate to
perform duties effectively and efficiently
·
Associate call
quality as well as off the phone performance was assessed and graded weekly.
Representatives were given training based on their opportunities. Associate were
also given individualized improvement plans weekly. Plans included what was
identified as an opportunity and what steps needed to be put in place to
improve
·
Worked on
operations and revenue project team in which data was analyzed weekly. When
performance gaps were identified, recommendations and changes to improve
operations and processes were given to operation managers. Changes were often
implemented call center wide
·
Created
teamwork environments that encouraged hard work and cooperation between
departments. Initiatives were created to cross train associates to ensure that
associates were well rounded in sales, tech support, and customer service
·
Developed and
managed revenue generating initiative in data technical support and customer
service departments which coincided with strategic company initiatives to grow
revenue. Teams saw an average increase of over 20% in revenue within the first
two months
·
Trained
managers and representatives on the Android and BlackBerry® mobile operating
systems
Sprint PCS
Sales Manager
2003-2006
.
·
Performed
multiple operational and managerial tasks at the retail level. Duties included
cash deposits, creating work schedules, and open/closing on the store, and
ensuring that sales goals were met throughout the day
·
Worked with
small to medium size businesses to ensure overall customer satisfaction.
Questions concerning billing and services were handled on and off site
·
Business
development plans were created weekly to meet and exceed revenue goals.
Partnerships were made with local small and large businesses to create sales
opportunities for both businesses. These arrangements were done successfully
and increased business by 5 -10% on average monthly
Sevcor
Sales Manager
2000-2002
·
Lead a team of
researcher analyst who proactively located software programmers throughout the
United States. Programmers and consultants were located through online job
boards and internet post
·
To meet
customer needs, a database containing programmer and consultant’s resume/cv and
personal information was created by Sevcor’s research team. This database was
sold to recruiting firms and fortune 500 companies. The database information
was consistently updated by the company’s research team. Sales exceeded 20k monthly
Education
Business
Management- Devry University Addison, IL 1999-2002
Information
Systems- Depaul University Chicago, IL 2009-2011
Professional
References
Available upon
request
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