Starting all over again

All4Quality

Ok i used to be under the user name "ITQuality" but for some reason i can't log in under that user name.

Ok i still need help with my resume.

I considered all the recommendation that was given to me by people on the forum and i will like to present a revised version of my resume.

Note: since i'm a junior member i don't have the attachment feature yet. So i can only post my resume by copying and pasting

Please comment.

Thanks all in advance.

Resume_v2.0

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FIRST NAME, LASTNAME

City, State, Zip Code

name@domain.com

Telephone #

Professional Summary

An aspiring professional with eight years of customer service experience focused on delivering high quality results for the call center, healthcare insurance, retail, and telecommunications industries. Certification in project management, networking, security, and PC hardware/software troubleshooting. Member of the American Society of Quality (ASQ). Currently pursuing the Certified Quality Process Analyst (CQPA) certification. Continuously seeking personal and professional development opportunities, with the goal of leveraging information technology in business process optimization and continuous improvement.

Certifications

Certified Quality Process Analyst (CQPA) #333333333
PMI Certified Associate in Project Management (CAPM) #1234567
CompTIA Security+/ Network+/ A+ #COMP111111111111

Skills

Customer Service
HIPAA Regulations
Project Management
Microsoft Office Applications (Excel, Outlook, Word, Access, Power Point, Project)
Networking
PC Troubleshooting
Document Management

Education

Bachelor of Applied Science in Technology Administration August 2009
XYZ University, City, State

Associate of Applied Science in Information and Network Technology December 2006
XYZ University, City, State

Professional Association

American Society for Quality # 01234567 April 2011 - Present

Employment History

Tier I Tech Support April 2011 - Present
City, State

Claims Specialist CSR February 2007 - April 2011
City, State

SHICK Volunteer Counselor July 2008 - July 2009
City, State

Lead Sales Associate June 2005 - July 2006
City, State

Electronics Sales Associate February 2003 - June 2005
City, State

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This is what my Resume used to look like:

Resume_v1.0

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Certifications:

PMI Certified Associate in Project Management (CAPM) #1234567
CompTIA Security+ #COMP111111111111
CompTIA Network+ #COMP111111111111
CompTIA A+ #COMP111111111111

Membership: American Society for Quality

Summary of Qualifications:

Project Management Skills: Strong knowledge and experience with various management tools and technique such as, Project Management Life Cycle (PMLC) •Gathering project requirement •Scope Definition •Developing Work Breakdown Structure (WBS) •Earned Value Management (EVM) • Decision Trees and Expected Monetary Value (EMV) •Probability and Impact Matrix• SWOT Analysis •Buy-or-make Analysis •Responsibility Assignment Matrix (RAM) Charts •Basic understanding of types of contract such as, Purchase Order, Fixed-Price, Time and Materials and Cost-Reimbursable •Ability to work independently as well as in a team-oriented environment• Seven years of excellent customer service experience •Self-motivated learner

Quality Management Skills: Through understanding of Quality Management Methodologies such as, Quality Function Development (QFD), Total Quality Management (TQM) & Six Sigma •Cost of Quality (COQ) •Continuous Improvement Management (Kaizen) •Solid knowledge of quality management tools & techniques such as, Cost-benefit Analysis, Checklists, Flowcharts, Pareto Chart, Control Chart, Scatter Diagram and Statistical Sampling

Technical Skills: Home Networking (Wireless/Wired/Routing) •AT&T 2-Wire DSL (Wireless/Router/Modem/Node/DSLAM) •Routing and Switching. Knowledge of TCP/IP, DHCP, DNS, Operating Systems, IP Addressing & Troubleshooting • MS Excel 2007 – including formulas, functions, PivotTables& Charts• MS Access 2007 – including Table, Form & Report Designs• Strong skills in MS Project 2007 –including Network Diagram, Gantt chart & Resource Graph• MS Office 2007, MS PowerPoint 2007, MS Outlook 2007• 2007 MS Visio & MS Publisher

Time Management Skills:Worked 40hrs/wk. while taking at least 12hr per college semester and volunteered at least 2hrs per week• Solid understanding and familiar with time management tools & techniques such as, Schedule Network Analysis, Critical Path Method & Calculation, Program Evaluation Review Technique (PERT), Dependencies & Predecessors

Leadership Skills: Effective Leadership training experience• Participated in focus groups at work• Mentored new CSRs on the production floor •Trained four new employees and supervised stores in the absence of store manager •3yrs experience of successful group leadership; coordinated, managed and maintained effective team correspondence• Facilitated effective team participation• Achieved successful tasks completion for various college projects and case studies• Proficient in verbal & written communication• Excellent Interpersonal& Multitasking skills• Experience in decision-making and problem solving skills through brainstorming, effective analyses and utilizing tools such as, Cause-and Effect Diagrams

Education:

ABC University City, State Aug. 2009
Bachelor of Applied Science in Technology Administration with Business Administration (Minor)

ABC College City, State Dec 2006
Associate of Applied Science in Information and Network Technology

Relevant Courses: Technology Administration• Technology Project• Business Strategies• Technical Communication• Management Information System• Organizational Quality and Performance Excellence Management and Strategy• Organization Management• Systems Analysis Design• Disaster Recovery Management• Database System Implementation and Management• Human Resources Management• Research Strategies• Financial Accounting• Emergency Response & Terrorism• Network Applications and Services• Troubleshooting• Public Speaking

Employment History:

Tier I Tech Support Company XYZ City, USA April 2011- Present
· Home PC/Networking troubleshooting •Wireless Network troubleshooting, TCP/IP, HDTV cabling, IPTV troubleshooting, VoIP Troubleshooting • Troubleshooting hardware/software issues •Providing Customer Services.

Claims Specialist CSR Company XYZ City, USA Feb 2007 – April 2011
· Identify customers’ claims and General Medicare (MAPDP, PDP, Medigap & MSP) related issues
· Claim specialist in three lines of business (Part A, Part B and DME)
· DMEPOS Competitive Bidding specialized CSR
· Resolve customers’ issues, escalate calls and refer customers to appropriate organization
· when necessary
· Provide knowledgeable responses to telephone inquiries in a courteous and professional manner
· Maintain appropriate documentation of phone inquiries
· Participated in Peer-to-Peer Mentoring of New CSRs to production floor
· Participated in Continuous Improvement Process CSRs focus groups
· Certified as Written Correspondence Tier I; reviewed documents to ensure that customers’ written inquiry responses are accurate and adequate
· Performance Award 2010 & 2011 Award Recipient 2nd, 3rd & 4th Quarter (received this award three out of three times offered)

Lead Sales Associate Company XYZ City, USA June 2005 – July 2006
· Customer Services, Sales, Cash Register and Data entry
· Utilized MS Excel for Inventory Management through tracking, updating, and monitoring of products
· Maintained merchandise (cleaning, signing, pricing and replenishing) in stores
· Trained four new employees and supervised stores in the absence of store manager

Electronics Sales Associate Company XYZ City, USA Feb 2003 – June 2005
· Responsible for selling and servicing customers
· Maintained knowledge of products
· Professionally assisted customer in selecting product that meets their requirements.
· Maintained merchandise (cleaning, arranging and organizing products)in assigned areas

Volunteer Experience:

Volunteer Counselor Company XYZ City, USA July 2008 –July 2009
· Provided free insurance counseling services to Medicare beneficiaries & their families
· Helped beneficiaries understand their health options under the Medicare program
· Answered questions about private insurance to supplement Medicare & questions about Medicare bills or statements
· Developed easy to follow instructional template, to help beneficiaries (and family members) navigate the Medicare website more easily.
· Provided clerical /administrative duties such as: answer telephone calls, review and return voicemail messages, maintain hardcopy and electronic filing system, make copies, create labels, use MS Publisher to create event calendars and flyers and perform other duties as assigned by supervisor

Summary of Work Experience:

• Solid knowledge of System Development Methodologies such as Agile, RAD & Structured Design Development, Feasibility Analysis, successfully held various job positions where attention to detail and proper documentations was required• Also my previous job required strong adherence to specified Average Handle Time (AHT) for successful customer issue resolution and satisfaction. In addition, my job role requires my ability to Identify and effectively communicate issues and resolutions with customers
•Four years of solid experience working with health insurance, specifically Medicare health insurance. Proficient in Original Medicare health insurance, Medicare Advantage Plans, Prescription Drug Plans, Medigap/Supplemental insurance policies, Coordination of Benefits, Medicare Secondary Payer issues, Medicare Hospital (Part A) claims, Medical (Part claims, Durable Medical Equipment (DME)and DMEPOS Competitive Bidding
•As a Certified Associate in Project Management (CAPM) - PMI, I possess thorough understanding of Project Management Life Cycle (PMLC), Gathering project requirement, Scope Definition, developing Work Breakdown Structure (WBS), Probability and Impact Matrix and SWOT Analysis
• Experience in public speaking, written and verbal presentations • Responsible for preparing presentations and communication materials on behalf of the project team in settings such as work training classes team assignments and capstone projects •Strong skills using MS Excel, Access, Words & PowerPoint to deliver reports, queries, analysis and presentations.
•At my previous job, I was a top quality performer, with progressive work responsibilities over the past four years •2010 & 2011 Outstanding Performance Award 2nd, 3rd & 4th Quarter (This award has only being offered thrice ) • Also participated in various focus groups at work and mentored new CSRs on the production floor •Selected as part of the specialized CSR for the high profile DMEPOS competitive bidding program
•Three year experience of successful group leadership• managed, coordinated and maintained effective correspondence, virtual meeting, team participation, and achieved successful tasks completion for various capstone projects and case studies.
•Ability to multitask: developed work plans and realistic schedules for project tasks completion• Worked 40hrs/wk. while taking at least 12hr per college semester and volunteer at least 2hrs per week• Team environment experiences in problem solving skills through brainstorming sessions, developing problem priority matrix tool, checklists, cause-effect & flow chart diagram. Utilized CASE tools such as MS Excel, Access, Words, PowerPoint, and Project & Visio to help organize, coordinate and document the project effectively.

mikedisd2

You removed you work history details? You'll still need those to show what experience you have; not nearly enough information on youre resume now.

Remove you certification number; it looks messy and is pointless.

All4Quality

mikedisd2 wrote: »

You removed you work history details? You'll still need those to show what experience you have; not nearly enough information on youre resume now.

Remove you certification number; it looks messy and is pointless.

1. I removed the work history details because i was trying to make it fit on one page

2. You do have a point on the leaving out the cert numbers, i guess they can always ask for it if they want verification.

Thanks!

aldous

All4Quality wrote: »

1. I removed the work history details because i was trying to make it fit on one page

2. You do have a point on the leaving out the cert numbers, i guess they can always ask for it if they want verification.

Thanks!

i'd still point out what responsibilites you had instead of saying

Customer Services, Sales, Cash Register and Data entry
· Utilized MS Excel for Inventory Management through tracking, updating, and monitoring of products
· Maintained merchandise (cleaning, signing, pricing and replenishing) in stores
· Trained four new employees and supervised stores in the absence of store manager

say
Worked for company X and ws responsible for the training & supervision of employee's as well as maintaining inventory control and overall quality of the store (if you wanna be really cheesy replace store with "customer experience" )

All4Quality

aldous wrote: »

i'd still point out what responsibilites you had instead of saying

Customer Services, Sales, Cash Register and Data entry
· Utilized MS Excel for Inventory Management through tracking, updating, and monitoring of products
· Maintained merchandise (cleaning, signing, pricing and replenishing) in stores
· Trained four new employees and supervised stores in the absence of store manager

say
Worked for company X and ws responsible for the training & supervision of employee's as well as maintaining inventory control and overall quality of the store (if you wanna be really cheesy replace store with "customer experience" )

aldous:

Good tip!

I was contemplating on summarizing work responsibilities.

So thanks for that advise

instant000

Did you ever update the resume? Where is version 3.0?

Thanks!