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
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