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Resumes

How to Prepare a Combination Resume

  • Use when changing careers
  • Highlight your skills and education over experience

For more help with your resume, please visit your local New York State Career Center.

Sample Combination Resume

Combination Resume Template

 

Barbara Philips

243 Washington Blvd.
Albany, NY 12203
(518) 555-1234
barbp@aol.com

Profile

Licensed Real Estate Agent. Over 15 years experience in the Customer Service Industry. Outstanding presentation, negotiation and leadership qualifications. Proven accomplishments in service delivery, office management, program planning, project management, policy development and problem resolution. Recipient of multiple Quality Service awards.

Strengths in:

  • Market appraisal and evaluation
  • Knowledge of insurance and mortgage banking
  • Financing and banking relationships
  • Sales and Marketing Strategies
  • Customer complaints resolution
  • New business development
  • Microsoft Office and The Internet
  • Personnel management and teambuilding
  • Cost control and reduction
  • Quality and productivity improvement

Skills Summary

Management

  • Ensured smooth administration of training and operations in a fast-paced office
  • Provided feedback and training to staff concerning customer service procedures
  • Utilized interpersonal & communication skills when assisting staff with difficult callers

Customer Service

  • Utilized courteous and professional communications with clients and subordinates
  • Continuously met or exceeded company mandated quota's
  • Brainstormed with team to identify strategies for improved efficiency.

Research

  • Excellent problem solving skills and research techniques used when researching, analyzing and resolving complex service issues
  • Called upon research skills to gather account history when generating answers for clients.

Education

  • Real Estate License ~ earned 2007
  • Personnel Management ~ 2004
  • Communications and Telecommunications ~ 1999
  • Understanding Coding and Forms ~ 1995
  • Multiple computer training classes ~ 1993-2007
  • AS; Accounting (in progress - 32 credits completed) ~ Hudson Valley Community College ~ Troy, NY
  • High School Diploma ~ City School District of Albany ~ Albany, NY

Employment Background

USAMobility ~ Albany, NY (1989 - 2007)

Quality Control / Training Representative (2001-2007)

  • Promoted due to extensive knowledge of departmental logistics and personnel
  • Reviewed in-place processes, detected potential problems, determined solutions for streamlining effectiveness and applied preventive measures.
  • Inspected personnel activities to ensure compliance with policies and directives
  • Ability to identify and rectify internal personal and work related concerns by effectively balancing company goals with the needs of employees
  • Assisted Training Director in the preparation of numerous documents used to train newly promoted employees. Documents related to budgets, schedules, correspondences and reports
  • Team leader for the identification and implementation of changes designed to increase the quality and quantity of production

Senior Rep. / Team Leader (1996-2001)

  • Detected the need for further employee development and training in an effort to reach the highest possible performance standards of each Customer Service Rep
  • Provided feedback to staff concerning customer service procedures
  • Implemented interpersonal and communication skills when assisting staff with difficult callers
  • Often required account history research to generate answers for clients

Customer Service Representative (1992-1996)

  • Assisted in the implementation and follow-through of several ideas
  • Utilized professional communication and problem solving skills with clients
  • Reviewed and resolved discrepancies on documents

Professional Memberships

  • Capital Area Chamber of Commerce ~ member since 2004
  • Customer Service Management Magazine ~ subscriber 2001-present
  • National Customer Service Association ~ chapter member 1995-2001
  • American Society for Training and Development ~ membership 1994-1998

How to Prepare a Chronological Resume

  • List your most recent jobs first
  • Give dates for each job
  • Briefly describe the main duties and accomplishments in each job
  • Emphasize duties and accomplishments that relate to the job you seek

For more help with your resume, please visit your local New York State Career Center.

Sample Chronological Resume

Chronological Resume Template

 

Barbara Philips

243 Washington Blvd
Albany, NY 12203
(518) 555-1234
barbp@aol.com

Profile

Over 15 years experience in the Customer Service Industry with career progression from CSR to department manager. Proven accomplishments in service delivery, office management, program planning, project management, policy development and problem resolution. Recipient of multiple Quality Service awards.

Strengths include:

  • Logistics
  • Cost Control and Reduction
  • Microsoft Office
  • Staff training and Supervision
  • Customer complaints resolution
  • Quality and Productivity Improvement
  • Productivity and performance standards
  • Personnel management and teambuilding

Employment Background

USA Mobility ~ Albany, NY (1989 - 2009)

Quality Control/Training Representative (2001-2009)

  • Promoted due to extensive knowledge of departmental logistics and personnel
  • Streamlined office procedures to increase efficiency and effectiveness, accommodating a 20% increase in, workload while reducing staff
  • Reviewed in-place processes, detected potential problems, 4etermined solutions for streamlining effectiveness and applied preventive measures
  • Inspected personnel activities to ensure compliance with policies and directives
  • Ability to identify and rectify internal personal and work related concerns by effectively balancing company goals with the needs of employees
  • Assisted Training Director in the preparation of numerous documents used to train newly promoted employees. Documents related to budgets, schedules, correspondences and reports
  • Team leader for the identification and implementation of changes designed to increase the quality and quantity of production

Senior Rep / Team Leader (1996-2001)

  • Detected the need for further employee development and training in an effort to reach the highest possible performance standards of each Customer Service Rep
  • Provided feedback to staff concerning customer service procedures. Provided verbal and written warnings of policies not being followed
  • Implemented interpersonal and communication skills when assisting staff with difficult callers
  • Often required account history research to generate answers for clients
  • Determined lapse periods and premium refunds when applicable
  • Creative scheduling of staff lunch breaks, ensuring optimum coverage

Customer Service Representative (1989-1996)

  • Continuously met or exceeded company mandated quota for calls answered and number of hours worked per shift
  • Reported unresolved calls to supervisor for follow-up
  • Brainstormed with team to identify strategies for improved efficiency. Assisted in the implementation and follow-through of several ideas
  • Utilized professional communication and problem solving skills with clients
  • Researched account history files and entered data to update customer information
  • Reviewed and resolved discrepancies on documents

Education

  • Personnel Management ~ 1996
  • Multiple computer training classes ~ 1989-1993 Communications and Telecommunications ~ 1989 Understanding Coding and Insurance Forms ~ 1989
  • AA; Social Sciences ~ Junior College of Albany ~ Albany, NY

Professional Memberships

  • American Society for Training and Development ~  member since 2003
  • Customer Service Management Magazine ~  subscriber since 2001
  • National Customer Service Association ~ chapter member since 1995

Management

Conducted, coordinated, developed, directed, established, evaluated, facilitated, formulated, guided, improved, presided, scheduled, supervised, trained

Communication

Addressed, clarified, conferred, drafted, explained, formulated, motivated, negotiated, persuaded, presented, promoted, translated, wrote

Technical

Analyzed, assembled, built, consulted, designed, examined, identified, interpreted, operated, overhauled, remodeled, repaired, researched, revised

Helping

Advised, arranged, coached, counseled, diagnosed, facilitated, instructed, oriented, represented

Creative

Conceptualized, created, designed, fashioned, illustrated, initiated, invented, originated, performed

Research

Assessed, designed, evaluated, identified, inspected, researched, summarized

Financial

Administered, analyzed, balanced, budgeted, calculated, contracted, forecast, marketed, planned, projected, recommended

Clerical

Revised, collected, catalogued, classified, compiled clarified, indexed, organized, prepared, processed, simplified, systemized

Sales

Consolidated, distributed, expedited, generated, increased, marketed, obtained, penetrated, promoted, recruited, stimulated

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