Resume Samples Templates Page 11

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SAMPLE
FUNCTIONAL RÉSUMÉ
SARA SUPERSTEIN
123 Michigan Avenue
Chicago, IL 60610
312-555-0000
SUMMARY & QUALIFICATIONS
• Developed comprehensive understanding of call center operations, specialized call
routing, automated scheduling and service level standards.
• Led an annual four-hour training module for over 100 associates on
“How to Communicate with Irate Callers”
• Ability to work in a fast-paced team environment as well as focus on individual
projects with set deadlines
• Computer literate in Microsoft Office Applications
RELEVANT SKILLS
Customer Relations
• Implemented a quick response program, which increased customer satisfaction
by 50% for three consecutive quarters
• Responded to over 200 phone and email requests on a daily basis with 95% accuracy
• Promoted to “team leader” after eight months
Training and Development
• Implemented a workflow management program to accurately track the completion of
team projects
• Managed quarterly Customer Satisfaction Survey to obtain feedback from over 5,000
customers
• Led a team of four associates to develop and implement an employee motivation
program for our department
Management
• Developed and implemented a budget process to reduce overtime and key expense
lines improving employee spirits and increased bottom line profits 2%
• Executed a new employee bonus system and workflow process which ensured
customer services, increased sales and reduced turnover
EDUCATION
Associate Degree in Human Relations
New City College, Chicago, IL
ValleyWorks Career Center Rev. 9-2009

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