Yyyyyy x. yyyyyy

Experienced Strategic Leader with several years of experience and a proven ability to lead others and provide exceptional support to both new and existing clients. Experienced in reviewing/analyzing complex customer support issues, maintaining positive rapport with customers, and maintaining a productive working environment at all times. Highly adept in managing large-scale projects in addition to maintaining strong communication with others.

Technical Skills Include: City Time, Nycaps, Q-Matic, IVR, Crystal Reports, Workforce Management, Verint, Avaya, and Microsoft Office Suite

  Directly managed day to day operations within a fast-paced call center environment which included supervising cross-functional teams, providing individualized coaching, managing difficult customer account issues, and monitoring customer service quality levels

  Instrumental in the planning and implementation of a new software system implementation in addition to lowering both customer wait times and staff turnover

  Devised an innovative document control initiative which resulted in an increasing in efficiency in addition to creating detailed KPI s and reports used by members of executive management

  Utilized superior communication and interpersonal abilities in order to diffuse complex customer issues with a focus on increasing customer retention levels

  Coordinated operations within a quickly changing call-center with a concentration on improving customer service levels, improving employee morale, and increasing productivity

  Devised and implemented detailed operational reports, created streamlined business policies, developed employee work schedules, and handled new hire onboarding

  Awarded several Employee of the Month Awards along with 3 Employee of the Year Awards

  Assistant Supervisor-Call Center, New York City Employees Retirement System

  Associate Retirement Benefit Examiner, New York City Employees Retirement System

  Clerical Associate, New York, City Employees Retirement System

Yyyyyy x. yyyyyy

Hiring Agent Name

Title

Company Name

Address

City/State/Zip Code

Dear__________________:

I am currently seeking a challenging career opportunity as (NAME/TITLE of JOB) and am submitting my resume for your review. In advance, thank you for your time and consideration.

As demonstrated in the accompanying resume, my professional qualifications include a strong background within customer support and management roles which includes experience in overseeing human resource operations, devising comprehensive strategies, leading cross-functional teams, and overseeing large-scale projects. In addition, I have strong experience in interacting positively with customers, analyzing and solving complex customer service issues, and devising innovative customer service strategies.

To complement my professional experience, I also possess stellar interpersonal and communication skills with a stellar educational background which includes an Associate s Degree in Business Administration from Kingsborough Community College.

As an employee, you will find me to be a driven team player committed to supporting you in achieving your objectives through superior performance. I am confident that I could be a valuable asset to your organization, and look forward to interviewing with you in the near future.

Sincerely,

Yyyyyy x. yyyyyy