Anna Young
98 Reuben Road, Taradale
h: 06 123 2134, m: 027 123 45678, e: ayoung@[Link]
Personal Profile:
I am an organised and dedicated employee, with excellent attention to detail and strong
time management skills. I enjoy work that is challenging, interesting and allows me to take
ownership. My current role is as a Team Leader in a busy call centre, working for ABC
Company which is a small energy company in Hawke’s Bay. I have enjoyed this role for the
variety it offers, and the way I am kept busy looking after my team and clients.
I am looking for a new career challenge now, and would really like to get into a similar role
in the banking and finance industry.
Key Skills and Qualities:
• Time management • Strong customer-focused
approach
• High level of technological
competence • Adaptable and flexible
• Staff management • Attention to detail
• Pilot design and management • Focused professional
Key Achievements:
• Selected to represent my team at the Hawke’s Bay Regional Call Centre
awards, where we were awarded third place for customer service excellence
• Successfully designed and implemented a pilot for outbound calling in the
ABC Company call centre
• Promotion to Team Leader within 8 months of starting at the ABC Company
call centre
• Successful completion of the National Certificate in Call Centre Operations
through workplace learning
• Achieved a 95% grading for customer service during annual mystery shopping
evaluation
• Bachelor of Arts degree awarded in 2005 – history major
Employment History
July 06 – current ABC Company
Call Centre Team Leader
Key Responsibilities:
My main responsibility in this role is to ensure the smooth daily running of a small call
centre, supervising up to 15 staff. This includes:
• coaching and managing the performance of my team members
• delivering training and developing training materials
• providing support for the Call Centre Manager
• dealing with customer complaints
• acting as a contact point for internal and external stakeholders
I also had the opportunity to design and implement a new service for the call centre,
initiating outbound contact for our clients. This included a detailed design phase,
implementation planning and assessing technical requirements for such a service. I was
responsible for training staff members to deliver the new service, and coordinating an
evaluation at the conclusion of the pilot. Outbound contact has since rolled into business as
usual, due to its proven success.
November 05 – June 06 ABC Company
Call Centre Operator
Key Responsibilities:
The key function of this role was to respond to inbound customer enquiries relating to
account information and general enquiries about the company’s services. The key skills I
learned during my time in this job include:
• customer service
• high competency with complex in-house technology
• sales skills
• excellent telephone manner
• team work within a small team
• identifying calls requiring escalation to a team leader
• issue resolution and problem solving
January – October 05 XYZ Sports
Sales Assistant
Key Responsibilities:
I worked at the XYZ Sports store in Wellington for just under a year as a Sales Assistant. I
worked part time to support myself at university and full time during university breaks.
The main duties in this role included:
• advising customers
• selling goods
• displaying merchandise
• auditing stock levels
• placing orders with suppliers
• key-holder duties on weekends
January – December 04 The Restaurant
Waitress
Key Responsibilities:
I worked part time as a waitress at The Restaurant for a year. The main tasks and duties I
performed included:
• basic food preparation
• setting up the restaurant before the customers arrived in the evening
• advising customers about dishes on the menu
• taking orders
• serving food to customers
• cleaning tables quickly to ensure a quick turnaround time
• working as a part of a team in a high-pressure environment
Education and Training
ABC University 2001 – 2005
Qualifications Achieved:
2002 Bachelor of Arts (History)
Other Achievements:
During my time at ABC University, I was an active member of the Student Association and
represented ABC University in netball at the annual University Games.
XYZ College 1994 - 1997
Qualifications Achieved:
2000 University Entrance
1999 Sixth Form Certificate
1998 School Certificate
Other Achievements:
I participated in all sporting activities available to me at high school, including netball,
volleyball and baseball.
I contributed to many charities as a volunteer collector, including the Foundation for the
Blind and Red Nose Day.
I left XYZ College after completing Seventh Form and moved to Wellington to study for a
Bachelor degree.
Referees
Referees available upon request.