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Fillable Printable Standard Summary of Qualifications Sample Format

Fillable Printable Standard Summary of Qualifications Sample Format

Standard Summary of Qualifications Sample Format

Standard Summary of Qualifications Sample Format

SUMMARY OF QUALIFICATIONS
Management Professional/Team Leader with extensive customer service experience in a busy call center
environment. A dedicated, results oriented, and customer focused leader with proven success in motivating and
building a team to reach company goals. Computer skills include Microsoft Word, Microsoft Excel, Windows
Operating Environments, Lucent Centre-Vu Supervisor, Dictaphone Logger, Lotus Notes R5, Real Time
Adherence software (RTA). Participated in Zenger-Miller Management Program.
EXPERIENCE
Valutec Card Solutions Inc., Franklin, Tennessee 2004 - Present
A Nation Wide Leader in the Gift Card Industry
Merchant Support Manager,
Oversee daily operations of the Call Center and improved the overall quality of customer service
Reduced call abandon rate from over 20% to under 5% one year later
Responsible for the attendance, tardiness and workplace performance of the team
Designed and put in place service metric requirements to enhance the client experience
Monitored daily call center statistics to meet service level requirements
Conducted call monitoring sessions and graded quality control of incoming calls for team representatives
Responsible for extending call center hours after conducting service level tests
Interviewed and hired new call center representatives as call volumes required
PFIC Securities Corporation Inc., Union Planters Bank, Franklin, Tennessee 2002 - 2004
Fortune 500 company and leading provider of financial products in the Southeast.
Sales Support Specialist,
Responsible for complete and thorough knowledge of Fixed Annuity products and Mutual Funds
Process Brokerage, IRA Brokerage account and RMD distributions
Assist in Sales Support of Fixed Annuities through agents at bank branches
Answer questions regarding IRAs, Taxes, Retirement Plans, IRS Regulations and Insurance products
Provide assistance with investment suitability issues for agents
Knowledge of bank products and procedures
Assist Agents in the opening of new brokerage accounts
Enter Account data changes into computer system
METLIFE, INC., Defined Contribution Group, Franklin, Tennessee 1998 - 2002
Fortune 100 company and leading provider of a wide range of financial products.
Supervisor/Research Department, 1999 - 2002 Promoted from Team Leader
Oversaw daily operations of a 21-representative call center and acted as Manager in Manager’s absence
Handled and resolved a variety of employee issues including absenteeism, tardiness, availability to take
telephone calls, and productivity
Handled a variety of deadline associated tasks, checks receivable, account fees and account complaint responses
Communicated on a daily basis with IBM’s payroll, legal, and human resources personnel
Communicated with Deustch Bank personnel due to client inquires over ACH loan repayment accuracy
Calculated rates of return for participant 401(k) accounts
Instructed classes on Retirement Planning, IRAs and 401(k) accounts for all new hires
Interviewed and hired telephone representatives
Assisted Manager with calculation of bi-weekly payroll
Facilitated plan provision training classes for new team hires
Resolved complex escalated calls from Team Leaders
Incorporated knowledge of financial products and services, tax law, and IBM 401(k) plan provisions to
respond to specific account inquiries, both written and verbal
METLIFE, INC., Defined Contribution Group, Franklin, Tennessee
Team Leader, 1999 Promoted from Phone Representative
Handled escalation calls from a team of six representatives
Fielded questions from the entire IBM team of representatives
Scheduled approximately 21 representatives to ensure adequate phone coverage over three shifts
Mentored new hires and facilitated training classes about escalation calls
Designed “Issue of the week” for the team
Interfaced with plan participants to respond to inquiries and resolution of problems
Phone Representative, 1998 - 1999
Responsible for processing financial transactions into system
Entered SCORES into system for special situations
Processed investment material requests through Administrative Services
Placed follow up phone calls to participants with outstanding question
FINE LINE ILLUSTRATIONS, Wantagh, New York 1980 - 1998
Graphic design firm specializing in the illustration of college textbooks.
Art Director, Computer Graphics
Managed the daily operation of the art studio of approximately 20 employees
Had daily contact with clients and client vendors
Oversaw art projects from rough to finished printed product
Was in charge of quality control of all art projects
Interviewed and hired new employees
Oversaw project budgets worth thousands of dollars
Handled troubleshooting with Traffic, Credit and Data processing departments
EDUCATION AND TRAINING
Nassau Community College, Garden City, New York
Courses concentrated in Advertising.
BOCES Vocational School, Westbury, New York
Courses concentrated in Commercial Art and Advertising.
Company sponsored training:
Zenger-Miller Management Classes
Quality Service Skills (QSS)
Retirement Planning Concepts
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