Manager Customer Service

Hiring Manager:

With a consistent track record of success in achieving a broad range of

goals throughout my career, I believe that I offer the leadership and

skill that would benefit your company. I have enclosed my resume and

would like to be considered for the Call Center Sales Manager position

within your organization. A summary of the values I can bring to your

management team includes:

> Over 7 years of experience in leadership roles within complex

operations, supervising diverse teams, and managing challenging

programs and assignments.

> Advanced individual and team development skills, including

training, mentoring, and evaluating performance. I use a hands-on,

supportive approach that is a catalyst for improved performance.

> High level of adaptability and flexibility through high-charged,

fast-paced programs.

In addition, the strong relationship I build with team members, upper

management, and partner organizations often results in win-win situations

and a foundation for future success. I believe my team-focused, positive

attitude and emphasis on exceptional results will help me blend well

within your organization.

My resume provides additional details concerning my experience and

qualifications. I look forward to the opportunity to discuss your

organization's top priority needs and the position in more detail.

Thank you for taking the time out of your day to review my resume. Please

contact me at your convenience regarding the open position as well as my

resume and experience.

Sincerely,

Chris Rivera

Mobile: 505-***-****

Email: ************@*****.***

Objective

As the Call Center Sales Manager, my goal is to drive results in

efficient operational processes, increase profitability, and maintain

exceptional customer satisfaction through focused and inspirational

leadership.

Experience

Destiny Center

Executive Director of Operations April 2009 - April 2010

. Part of the executive team that managed and directed the

operational processes of Destiny Center as a whole.

. Direct oversight of all administration processes to include

facilities management, finance, training & development,

advertising, marketing and security.

Kohl's Department Stores (June 2002 - April 2009)

District Loss Prevention Manager April 2007 - April 2009

. Responsible for the recruitment, hiring, and training of Loss

Prevention personnel within a district of nine stores throughout

West Texas and New Mexico.

. Conducted talent-building sessions to effectively assess

promotional and developmental opportunities of each team member.

. Maintained a backfill of both internal and external candidates to

support the company's growth.

. Managed the District Auditor as well as the Internal Audit program

within the district.

. Responsible for the planning, execution, and follow up of audits

and training of the audit team.

. Managed and decreased inventory shortage through the

implementation of shortage control programs, operational

efficiencies, physical security standards, and other asset

protection programs and policies.

. Direct oversight of the physical inventory process within each

location.

. Effectively partnered with store, district, and corporate

personnel to achieve identified organizational goals.

. Maintained a strong partnership with the District Manager to

ensure execution of all operational efficiencies, programs, and

policies.

. Ensured that all internal and external investigations were

completed in a manner that complies with all legal and corporate

standards.

. Successfully apprehended over 600 shoplifters in 2008; an increase

of over 50% from prior year.

. Successfully apprehended and interviewed over 30 dishonest

associates in 2008; an increase of over 20% from prior year.

. Decreased shortage percentage by .68%. (2007 -2.06% vs. 2008

-1.38%); equivalent to over $800,000 in reduced shortage and

increased profitability.

Loss Prevention Manager June 2006 - April 2007

. Created and implemented the Organized Retail Crime program for the

Dallas/Ft. Worth area that is being utilized as a corporate

program in over 1000 stores company wide. This program focuses on

the partnership between retail, financial institutions, and law

enforcement in order to prevent fraud, boosting, and other

financial/inventory losses.

. Responsible for the recruitment, hiring, and training of Loss

Prevention personnel in multiple locations.

. Planned, executed, and reviewed in-store audit to achieve

organizational goals.

. Maintained a strong partnership with the Store Manager and

Operations Manager in each location to ensure execution of all

operational efficiencies, programs, and policies.

District Auditor June 2005 - June 2006

. Conducted assessments for compliance to company policies and

procedures in a district of nine stores.

. Utilized the assessment results to address the training and

development needs to each location as it relates to operational

processes.

. Assisted the District Loss Prevention Manager in the organization,

training, and execution of the district's physical inventory

process.

. Maintained a strong partnership with the District Manager to

ensure execution of all operational efficiencies, programs, and

policies.

Loss Prevention Supervisor November 2003 - June 2005

. Responsible for the development and implementation of theft

prevention and shortage control programs in one location.

. Completed audits of operational processes, safety opportunities,

as well as shortage control procedures.

. Completed and maintained all statistical and incident reports.

. Conducted system tests of all alarms.

. Conducted internal investigations of theft.

. Utilizing closed circuit television, reduced shortage by

monitoring and apprehending external theft suspects.

Loss Prevention Officer June 2002 - June 2003

. Monitored customer's activities in the store for potential theft.

. Assisted Loss Prevention Supervisor in all internal theft

investigations.

. Completed operational, safety, and shortage control audits.

AT&T Wireless

Corporate Fraud Investigator January 2002 - June 2002

. Utilized an exception based reporting system to monitor and

investigate new and existing accounts with the end result of

preventing identity theft and fraudulent activity.

. Closed and credited accounts that were confirmed fraudulent.

. Partnered with credit bureaus to confirm identity and restore

credit of identity theft victims.

Call Center Sales Representative (Inbound) June 2000 -

January 2002

. Sold all products and services offered by the company meeting

sales objectives.

. Ensured all administrative responsibilities were addressed

including: customer contracts, warranties, and payments.

. Maintained knowledge of all company products, accessories, pricing

plans, promotions and service features in order to effectively

communicate to potential clients.

. Provided efficient, courteous customer service and assistance in

all aspects of product offering and services.

Nest Entertainment

Call Center Trainer/Team Lead September 1999 - June 2000

. Responsible for the training of new sales personnel on company

policy and procedures as well as sales techniques and services.

. Conducted talent-building sessions to effectively assess sales

technique and development opportunities of each team member.

Call Center Sales Representative (Outbound) May 1998 -

September 1999

. Sold all products and services offered by the company meeting

sales objectives.

. Maintained knowledge of all products and service features in order

to effectively communicate to potential clients.

. Provided efficient, courteous customer service and assistance in

all aspects of product offering.

Skills

Loss Prevention Management Suite (LPMS), POS (Point of Sale), Microsoft

Excel, Microsoft Word, Microsoft Powerpoint, Photoshop, InDesign, PC and

Mac Operating Systems, 60+ words per minute.

Contact this candidate