Sample Template Example of Beautiful Excellent Professional Curriculum Vitae / Resume / CV Format with Career Objective, Job Description, Skills & Work Experience for Freshers & Experienced in Word / Doc / Pdf Free Download
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Sailaja
Glaze
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SUMMARY OF QUALIFICATIONS
Dynamic customer service veteran with over 7 years of
progressive high-level dispute resolution and heavy front-line employee
management in a call center environment. Employee-focused and
bottom-line oriented with an ability to make tough decisions, a knack for
hiring the right professionals, and an affinity in building bridges between
staff and management. Proven ability to identify deficiencies and
potential opportunities, and develop cost-effective solutions for enhancing
competencies, increasing revenue, and improving customer service. Regarded
as a principle member and key contributor of the management team. Solid
track record of supassing company goals and objectives. Possess
excellent leadership, team building, interpersonal, communication skills.
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KEY COMPENTCIES AND STRENGTHS
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Exceptional Customer Service & Quality Assurance
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Facilitation Leadership
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Client Relationship Management
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Departmental Event Planning
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Change Champion
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Performance Reviews
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Recruiting, Coaching, Mentoring, & Career Development
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Process Improvement/Re-engineering, Product Testing &
Launching
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PROFESSIONAL EXPERIENCE AND ACCOMPLISHMENTS
Spherion Staffing (Hewitt) –
On-Site Client Services Supervisor/Employee Relations Supervisor
Build and manage profitable, loyal
client and cross-departmental relationships through delivery of customer
service excellence and development of high-impact teams.
SouthWest Water Company –
Built
a new culture that promoted the attitude of “keeping the customer first,”
fostered the spirit of providing “world-class customer service,” and
demonstrated these behaviors to reach other departments and drive individual
accountability and teamwork. Created a work environment where employees
wanted to come to work, coached team members by means of self-discovery to
realize their importance to the customers and to the company.
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Improved productivity from 40% to
90% within 60 days of being assigned to call center
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Surpassed quality measures within 45
days by 45% through effective post-training and coaching, executing success
plans, and developing best practice tips
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Reduced AHT from 14.7 minutes to 6.4
minutes within 60 days, which resulted in lower wait times for customers and
favorable department goals
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Collaborated with Project Manager
and IT to install an Avaya IVR system that enabled customers to process their
payments over-the-phone, which reduced call volume by 40% (3,200 per month)
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Developed a Research Team that
handled offline paperwork and investigated issues that required follow up
with the customer, which also lead to process reengineering with focuses on
compliance within rate orders and rate tariffs enforced by TCEQ (Texas
Commission on Environmental Quality) and creating a better customer experience.
LendingTree, LLC—
Selected from a competitive group of candidates to lead, coach,
develop, and provide cross-functional training to a diverse team of 24
professionals, to new levels of success in the mortgage call center industry
by fostering the spirit of “one-call resolution” and “winning, despite
obstacles.” Prepared critical feedback of new products and services in
a timely manner to management, quality, training and technical teams.
Assignments ranged from brainstorming and strategizing new training benchmarks
to managing high-profile projects, while driving continuous quality
improvement.
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Improved inbound and outbound sales
conversions by 65% within 60 days through effective post-training and
coaching, progressive sales techniques, and by launching a “write your own
bonus check” initiative, which resulted in a complete turn-around of a
struggling team into a high-performing sales team
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Pioneered a series of
“Best Practices” tips and initiatives for peers, to brainstorm new ideas,
share information, and discuss trends. Initiatives explored fresh
perspectives and fostered new levels of camaraderie and cooperation
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Improved customer satisfaction
levels by 39.4% through improved self-service features on the company website
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Senior Loan Consultant 3rd Shift, Customer Care Base
Business March
2006—May 2007
Became lead “go-to” person and primary mentor for new and
established Loan Consultants, trained Consultants in other projects, such as
PC Loan and One-Time Broker, and mentored new Consultants on the best ways to
provide world-class customer service. Was chosen twice to travel to the
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Provided high-level
resolution to co-workers via Help Desk and mentored them on any questions or
issues that may have arose while helping to a customer and handled escalated
calls/resolved issues to ensure 100% customer satisfaction
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Met with manager to set the team’s
daily/weekly production goals and sent out the weekly scorecard
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Communicated technical issues with IT,
submitted tickets, assessed the impact of the issue, prioritized rectifying issues
Loan Consultant, Customer Care Base Business October
2002—March 2006
Provided exceptional customer service by responding to customers
inquiries via telephone, email, and live chat in a medium volume
inbound/outbound call center environment. Completed and processed mortgage,
refinance, home equity pre-qualification forms and real estate referrals for
customers over-the-phone.
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Evaluated customers’
needs, advised them on the appropriate loan product to accomplish their objectives
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Determined customers’
ability to qualify for a loan based on their credit, debt-to-income ratio,
assets, and property value
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Exceeded sales
conversions and quality goals
Target—
Department Manager Level III, Hardlines (HBA, Stationary, &
Snacks)
Consistently met and exceeded sales and performance goals by
designing and building attractive merchandise presentations and special
marketing campaigns, which resulted in increased store traffic and
sales.
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Conducted weekly
research in department on missing products with LRT gun and re-shopped stray
products, which resulted in a favorable loss prevention record and inventory
control.
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Increased departmental
sales by 43% through sales planners and plan-o-grams and consulted with
vendors
Leiner Health Products—
Quality Assurance Inspector, Packaging
Performed inspections on packaging lines to ensure line
cleanliness was in compliance of SOPs (Standard Operating Procedures), GMPs
(Good Manufacturing Practices), and cGMPs (Current Good Manufacturing
Practices) which resulted in fewer quarantines, less re-work, and reduced
company man-hours. Ensured products received the appropriate
components, such as cotton, child-safety caps.
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Conducted tests on
samples from production lines and recorded counts, torques, and other
findings into a batch record
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Reconciled batch records
to expedite paperwork, assigned IR and numbers to quarantine products
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EDUCATION
Earned an A.S. in Business, Specializing in Office Systems
Technology (May 2002)
Earned a Diploma in Automated Office (May 2002) and Certificates
in Legal Transcription and Word Processing (May 2002)
Certification in Essentials of
Certification in Essentials of
Certification in Comprehending State and Federal Mortgage Law
for
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COMPUTER
SKILLS
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NICE
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Noble Outbound Dialer System
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Avaya CMS Supervisor
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Clarify
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Regulus
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CXM
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Lexis Nexis and Instant ID
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eWorkForce Management
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Cybersource
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Acxiom
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Genesys
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Lotus Notes & Sametime
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TASKE
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MS Office
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Avaya IVR System
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