Resume Cover Letter

Assistant Site Manager Resume

The writer wanted to call attention to the applicant's achievements so that he could move to the next step of his career as a Call Center Site Manager. Note the lines, the box, and the shading.

Sample Assistant Site Manager Resume

Robert Smith
1234 East 69 Street • West Van Buren, Chicago • Illinois, 60697 • Cell: 327-354-8956 •


Offers progressive inbound call-center operations experience defined by an aggressive promotional career path from agent to assistant site manager within four years, with current responsibility for customer-service call-center operations, staff development and budget forecasting. Extensive experience in the areas of customer service and quality assurance.


  • Manage 150 Customer Service Representatives and 22 Manager/Support Staff with an average call volume of 10,000 customer-service calls per day.
  • Managing direct customer-service programs for a variety of care products for Syrius Digicom.
  • Creating financial models with forecasted revenue of $1 million per month and a year-to-date 5% budget variance.
  • Achieved a gross profit of $4 million annually (2001).


SYRIUS DIGICOM-Corpus Christi, Texas February 1999-Present

Assistant Site Manager-Operations May 2000-Present
  • Manage a supervisory team in regards to workflow allocation, performance appraisals, training, development and salary recommendations.
  • Coordinate the daily operational objectives of performing departmental functions in an efficient, timely manner while meeting quality performance standards.
  • Resolve customer and agent challenges through proactive investigation of issues in a liaison role, partnering with other departments, including the client.
  • Implement and plan new projects and procedures as a result of a continuous review of current operating methods in relation to client/customer objectives.
  • Budgeting and P&L responsibility.

Fraud Prevention Manager-Administrative OperationsFebruary 1999-May 2000

  • Developed and implemented fraud-prevention policy and procedures, which resulted in the lowest charge-back percentage among all Syrius Digicom call centers (half of one percent).
  • Established customer-service guidelines in the Administrative Operations Department.
  • Monitored the productivity of the Outbound Sales Department.
  • Trained and managed 22 Fraud Prevention agents, 16 Administrative Operation agents and 3 Outbound Sales agents.
  • Managed 2 Fraud Prevention Supervisors, 2 Administrative Operation Supervisors and 1 Outbound Sales Supervisor as well as functioned as an acting assistant site manager.

VTX TELESERVICES-Austin, Texas 1996-1998

Quality Assurance Supervisor
  • Developed fraud-prevention guidelines.
  • Responded to all charge-back issues.
  • Managed customer complaint issues.
  • Trained agents on quality assurance procedures.
  • Supervised the call center on demand.


Bachelor of Arts/Psychology 1993-1996

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