Quality Assurance Customer Service

Be honest and accountable.

Exceed the expectations of those around you.

Treat everyone with dignity and respect.

Friday, April 13, 2012

Increase the value of your business and your team.

Never settle for status quo.

Dear Selection Committee:

Kindly accept my resume and cover let t er as an applicant for t he advert ised posit ion.

Given my quantifiable Management expertise and my demonst rat ed record of achievement, I

am an excellent candidate for you to consider.

Snce 2004, I ve successfully blended Operations with Human Resource M anagement. I align

i

human capit al t o conquer business object ives. I am a result s driven leader, who can effect ively

manage change t o accomplished result s. Target ing t he needs of t he business, while gaining

support of my team, is the key to my leadership success.

I have implement ed key t echnologies, writ t en count less successful business cases and co-

aut hored a number of st rat egic RFPs. I have helped t o creat e and implement dozens of effect ive

management informat ion syst ems and business processes t o increase product ivit y, increase

cust omer service and reduce cost s. I have helped t o expand business t o int ernat ional market s

and effect ively support ed mult i-branch office environment s. Furt her t o my experience, I have

successfully led t eams and provided key HR management support t o bot h union and non-union

environment s. I have successfully assist ed in negot iat ing labor agreement s and helped t o

restore damaged relations with Labor Unions. I am confident I will succeed in this capacity.

While you can review my accomplishment s, only a personal int erview can demonst rat e my

professionalism, resourcefulness and passion t o my work. Furt hermore, we can discuss how I

can contribute to the success and long-term growth of your highly established organization.

If you have any quest ions, or if I can be of any addit ional assist ance, please do not hesit at e t o

call me at your convenience.

I thank you in advance.

Respectfully;

Trevor Lang

********@*****.***

Confidential 1

Tr e v o r La n g 1055 Riverwood Gate

Port Coquitlam, BC

Operations and Human Resource Professional 778-***-****

********@*****.***

Objective

To constantly challenge the process and the status quo to make it better, faster and cheaper

Qualifications:

8 years of proven management experience with solid and thriving businesses

7 years of successful quality assurance experience, with 4 years experience with ISO:9001

6 years of full cycle Human Relations experience with teams of 15 or more

5 years supporting a multi branch office, with 3 years supporting international operations

4 years of successful Contact Center Management with a focus on quality and service

Voted Leadership s Valedictorian among my work peers

Professional Experience:

Manager, Employee Services

Securiguard Services Ltd YVR Branch Jan 2011 to June 2012

Perform all Human Resource, Labor Relations and Recruitment for 180 unionized employees

Institute Health and safety, health and wellness programs and policies

Manage critical training and recertification systems

Manage the Employee of the month Program and OH/S Safety Committee Meetings

Review grievances with YVR Manager and Director, People and Culture

One of only two qualified signing authorities for the Restricted Area Pass Program.

Manager, Support Services

Securiguard Services Ltd Head Office Branch Apr 2008 to Jan 2011

Provide effective Leadership of 5 Critical Divisions, including our Advanced Training Center,

Recruitment, Employee Services, Administration and our 24/7/365 Customer Service Department

Active participant to the People and Culture, Vancouver Branch and Vancouver Operations Teams

Detailed Scheduling Experience for both Union and Non union staff of 1300 in 5 branches

Provide active assistance to all Branch Operations in two provinces.

Quality Assurance and Support Services Senior Team Supervisor Nov 2006 to April 2008

E-Care Contact Center Services Ltd

Researches and Prepares Compliance Reports for multiple International markets,

Handles, Prepares, and Responds to International Legal inquiries from a multitude of state, federal,

and government agencies in both the US and UK markets.

Co-ordinates and liaises with the COO on various legal compliance concerns in 3 countries

Prepares, Authorizes, and Delivers annual, and probationary Employee Reviews to 18 staff

Responsible for the Hiring, Disciplinary and Coaching for 18 current staff

Provides Supervisor Support to over 12 Supervisors within our Division

Confidential 2

Quality Assurance Team Supervisor

E-Care Contact Center Services Ltd Jan 2006 to Nov 2006

Ensures monthly audits are completed in a timely fashion

Responds to inquiries concerning Daily Key Operational Reports

Facilitates the audit requirements for five different departments

Measures Account Manager performance using 10 different performance metrics daily

Responsible for the creating and maintaining accurate employee records daily for over 100 Account

Managers

Provide effective leadership, supervisor, and coaching for over 15 staff from various backgrounds

and geographical areas, and cultures.

US Division Supervisor Jul 2005 to Jan 2006

E-Care Contact Center Services Ltd

Directly lead, train, coach and develop 10 direct staff, and assist with the development and

leadership of 45 indirect staff

Review performance based metrics religiously to determine our level of performance and make

and effective decisions to correct performance deficiencies where required

Ensure Account Manager Compliance with both internal and external customers, agents, investors,

third parties and associates at all times

Rigorously Challenge the status-quo to enhance or increase results

Plan and prepare case studies and research documents for both staff, and executive level officers

for growth and development of the business while maintaining a high level of accuracy, efficiency,

and detail.

Wage Assignment Supervisor

E-Care Contact Center Services Ltd Nov 2004 to Jul 2005

Closely supervise 12 staff to accurately, and efficiently collect accounts using Wage Assignment

Methods

Able to proactively deal with employers and payroll departments in international markets

Field complaint calls, and inquiry calls from customers, debtors, employers and lawyers

Create procedures and policies, including bankruptcy policies for all staff to follow with an

increased level of detail

Monitor performance using telephone, computer and application monitoring reports, and software

Lead staff to outperform the departments targets, benchmarks using both cooperative and direct

leadership skills

Had achieved an average of 98.4% of the department target for eight consecutive months

Night Supervisor

E-Care Contact Center Services Ltd Mar 2004 to Nov 2004

Provide effective management support for over 60 inbound and outbound Account Management

staff

Created proposals for budgeting, and compensation plans to enhance current methods

Developed business proposals and re-structuring plans to increase profitability, increase market

share

Identified, created, and developed anti-Fraud prevention strategies to reduce theft.

Confidential 3

Intake Clerk

West Arm Truck Lines Ltd Oct 2003 to Mar 2003

Supplied tactful customer service to West Arm s clients

Entered Key information regarding pick-up locations, payment details and Vital Freight data

Recorded up to the date customer account information regarding client database

Updated billing invoices, dangerous goods documents, and manifests

Education:

2001 2003

Management Information Systems Certificate

British Columbia Institute of Technology

1999 2001

Electronic Commerce Certificate

British Columbia Institute of Technology

Other Relevant Education:

2009

Project Griffin 2007

Vancouver Police Department Master of Negotiation

Management Performance Center

2008

Basic Security Training 2006

Justice Institute of BC Quality Call Monitoring Workshop

BCIT Workshop

2007

Leadership University 2004

NDGU University Master of Negotiation

*Valedictorian* Management Performance Center

2003

Career Exploration Program

Training Innovations Inc

Confidential 4

Contact this candidate