JADE A. FALU

**** ****** ***** *****: 817-***-****

Fort Worth, Texas 76102 abnorc@r.postjobfree.com

Dear Hiring Professional:

Please consider this letter of introduction as an expression of my interest in exploring and identifying

career opportunities with your organization. I have enclosed my résumé for your review and

consideration.

As my resume reveals, I have 10-years of experience in customer-driven, fast-paced call-center

operations environments where I have been instrumental in developing and achieving complex

organizational objectives.

I am a very performance-driven manager, whether in customer service or sales I drive overall

performance, increase productivity, efficiency, quality, morale and revenue. I possess an entrepreneurial

spirit and maintain a high-level of enthusiasm.

I have demonstrated proactive leadership skills in recruitment, team building, and development of

organizational vision, goals, and objectives, successfully planning, organizing, and executing consistent

performance initiatives.

Throughout my career, I have developed a reputation as a hardworking individual; I am a resourceful

problem solver and an effective communicator, and able to efficiently and effectively prioritize a broad

range of responsibilities to consistently meet and surpass organizational objectives.

Given the combination of my experience, training, and education, I am confident that I have developed a

professional resourcefulness and personal diversity that will enable me to become a productive member

of your staff. It would be my pleasure to meet with you to discuss the ways in which I can make an

immediate and positive impact on your organization. Thank you for your consideration and professional

courtesy in reviewing my résumé. I look forward to speaking with you soon.

Sincerely,

Jade A. Falu

Enclosure

JADE A. FALU

8112 Adcock Court Phone: 817-***-****

Fort Worth, Texas 76102 abnorc@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

Dedicated and high-achieving professional with 10-years of successful experience working in fast-paced

performance-driven call-center environments. Strong management and team development skills. Focused

on teamwork and excellence in work performance in order to obtain organization’s goals and projects.

Solid experience leading and managing the complexities and challenges of customer service initiatives to

comply with organizational regulatory requirements. Respond to operational challenges with confidence

and determination. Highly organized, analytical, and decisive with strong problem-solving capabilities.

Excellent time-management and organizational skills.

Core Competencies:

• Call-Center Operations • Sales Management • Quality Assurance

• Policy / Procedure Compliance • Marketing / Sales • Team Building

• Retention Management • Training / Development • Customer Service

Computer Proficiency: Microsoft Office, Industry Specific Software

PROFESSIONAL EXPERIENCE

INTERNATIONAL QUALITY & PRODUCTIVITY CENTER (IQPC) 2008-09/2009

DIRECTOR OF DELEGATE SALES-CALL CENTER New York, New York

IQPC provides business executives around the world with tailored practical conferences, large scale

events, topical seminars, and in-house training programs.

Directed, oversaw, and executed effective strategies for recruitment, retention, training, and

development; set and managed team sales targets for events; managed key processes and

business initiatives to ensure efficient call center operations and achieve profitability goals.

Motivation and personal development of team members; liaison with production marketing

and operations teams; led a cultural change driving accountability and increasing sales

revenue by 10%.

PANAM MORTGAGE & FINANCIAL SERVICES 2007-2008

SALES MANAGER New York, New York

Full service mortgage broker with an experienced staff offering expertise in every area of mortgage

lending from purchase to refinance to construction and commercial lending.

Managed and directed a team of 10 Senior Loan Officers: accountable for monthly revenue

goals, sales, coaching, quality assurance, and compliance of regulations and company

policies.

Effectively trained on lead generation techniques; monitored and evaluated team

performance.

FIDELITY & TRUST MORTGAGE TRUST 2004-2007

SENIOR LOAN OFFICER Gaithersburg, Maryland

HUD approved mortgage company offering expertise in every area of mortgage lending.

Originated $24M in annual loan volume; generated 100% sales volumes through lead

research and client referrals.

Managed loan processes from pre-qualifications to locking and securing loan program; rapid

promotion from Loan Officer Assistant to Senior Loan Officer within 6-month period.

Jade A. Falu Page 2

PROFESSIONAL EXPERIENCE (Continued)

THE WASHINGTON POST 2002-2003

RECRUITMENT ADVERTISING MANAGER-CALL CENTER Washington, DC

The Washington Post is the newspaper with the largest circulation in Washington, D.C. and the city’s

oldest paper founded in 1877.

Managed and directed daily performance of 20 Inbound Call-Center Representative and 10

Outbound Advertising Sales Representative.

Managed, coached, trained, and developed team; captured $600K in gained profit revenue

for Sunday Mega Job Section during 2002 recession.

CAPITAL ONE FINANCIAL 1997-2002

SKYLAB SALES MANAGER-CALL CENTER Richmond, Virginia

Fortune 500 U.S bank holding company specializing in credit cards, home loans, auto loans,

banking, and savings products.

Managed, trained, and coached Sales Representatives on effective techniques raising

minimum performance goals by 15%; drove monthly sales contest and assisted

representatives in improving and exceeding sales targets.

Implemented telecommunications and Management Reporting Systems through developing

and tearing teams to exceed company sales goals of 35%.

Retention Manager-managed and directed retention operations; increased customer

retention rate from 35% to 70%; coached team to maintain balanced performance in all

metrics.

Customer Service Supervisor-supervised and assisted Customer Service Representatives

in providing optimal customer service; provided coaching and developmental opportunities

resulting in building and expanded individual and team capabilities; coached team in

effective sales techniques increasing cross-sell and up-sell conversion rates by 20%.

RECOGNITION / AWARDS

Circle Excellence Award, Capital One Financial

Manager of Month-Six Consecutive Months, Retention Department, Capital One Financial

President’ s Club, Fidelity & Trust

EDUCATION / TRAINING

University of Phoenix, New York, New York

Bachelor’s Degree in Business Management- Projected 05/10

Management, Leadership, and Organization-Stephen Covey

7 Habits of Highly Effective People-Stephen Covey

Motivating and Developing Cross-Functional Teams

Developing Effective Communications Skills

High Performance Teams, Dale Carnegie

Leadership Training for Managers, Dale Carnegie

Pubic Speaking Mastery, Dale Carnegie

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