1. ANDREA STARR
1052 Sanford Avenue
Virginia Beach, Virginia 23455
(757) 544-0777
andrea_starr1@hotmail.com
Ladies and Gentlemen:
I am extremely interested in exploring employment opportunities in the field of Corporate Training /
Team Coaching with your organization. Enclosed is my resume for your review and consideration.
You will note that I have extensive training and experience in diverse customer service oriented
environments with demonstrated success. Throughout my background I have become known for my
ability to handle diverse and multiple levels of responsibility ranging from full charge management of
specialized account services programs, to the training and development of cross-functional personnel.
My personal profile includes the highest degrees of dedication, self-motivation and productivity, with a
proven ability to quickly assess levels of performance and develop/implement creative strategies that
dramatically improve efficiency, customer service and deliverables. In addition to the diverse core
competencies detailed on my attached resume, I possess special expertise in handling multi-task
responsibilities essential to enterprise operations and requiring poise under fire, spontaneous decisions
and strict attention to detail. I also have highly-developed administrative skills, with proven skills in data
collection, human resources administration, scheduling, reporting and other essential office tasks.
Based on these factors and a review of my additional career highlights below, I would appreciate an
opportunity to discuss with you, in person, how my qualifications would match your needs. I am certain I
could pinpoint additional areas of expertise which would enhance my contributions as an integral member
of your organizational team.
Thank you for your time and consideration. I look forward to hearing from you soon.
Sincerely,
Andrea Starr
Andrea Starr
Enclosure: Resume

2. ANDREA STARR
1052 Sanford Avenue
Virginia Beach, Virginia 23455
(757) 544-0777 • andrea_starr1@hotmail.com
Corporate Trainer / Proficiency Coach / Call Center Operations Leader
• Offering a solid background based on formal training, relevant certification, and extensive experience in diverse
customer service and call center operations fields demonstrating superior leadership initiative, team performance
enhancement expertise, program execution creativity, and award-winning performance success.
• Focused expertise in all levels of human resource development to train and build productive, efficient, cooperative
and engaging customer service and account management teams with well below industry average attrition rates.
Over six years current experience in charge of up to 90 call center representatives in multiple U.S. locations.
• Highly-developed communication skills demonstrated through creation of effective training programs, corporate
policies and procedures, and proven methods to optimize team deliverables. Meritoriously promoted to AVP with
Bank of America and winner of several noteworthy performance and special achievement awards.
ADDITIONAL CORE COMPETENCIES
• Seasoned Team Trainer / Coach / Monitor / QA Analyst • AuthorPolicy, Procedure and Enterprise Training Doctrine
• Change Management / Continuous Quality Improvement • Performance Metrics Compilation and Analysis
• Conflict Resolution / Strategies for Escalated Scenarios • Staff Skill Enhancement Programs / Career Development
• Exceptional Multi-Tasking Skills / Spontaneous Decisions • Energetic, Responsible, Versatile and Productive
• Legal Compliance / FDCPA / Cyclical Filings and Reports • Computer Literate - MS Excel, Word and PowerPoint
EXPERIENCE HISTORY & HIGHLIGHTS
BANK OF AMERICA – Norfolk, Virginia
Associate Vice President (AVP) / Proficiency Coach (3/10-5/16)
• Trained, coached and quality assured the performance of 30-90 bonded tele-specialists handling seriously delinquent
mortgages (3/10-3/13), enterprise estate management (5/15-5/16), and political client compliance (3/13-5/16) for
relevant customers within one of seven BofA regions in the continentalU.S.
• Served on-site in the Norfolk Headquarters (30-40 agents)and also traveled to Greensboro, NC and Phoenix, AZ
branches to assess and ensure the quality of performance by 60-90 additional agents. Heavily involved in training.
• Wrote BofA’s policy and associated procedures manual for the political client compliance program, initialized to
respond to a post 9/11 global community requiring strict accountability for the source and flow of monies.
• Drafted and rolled out training manuals, checklists, database guidelines,and other formal operations guidelines to
ensure the quality and integrity of all agent performance as well as the minimizing of risk to the BofA enterprise.
• Handled full-scope division and call center supervision,administration and summary reporting responsibilities with
direct accountability for thousands ofclient contacts weekly.
• Promoted a service philosophy of relationship building, diplomacy, and provision of optimal customer satisfaction,
consistently scoring above 95% on all BofA performance metrics. Heralded by the executive team for results.
• Personally coached,mentored and developed several agents that advanced into leadership roles within BofA.
Senior Collector (3/05-3/10)
• Served initial five years in the credit card collections call center, handling seriously delinquent (120 days and over)
accounts. As the last line of customer contact prior to legal action, utilized effective communications and diplomacy
skills to negotiate payment plans, secure available funds and implement actions to avoid court actions.
• Consistently met or surpassed all assigned performance quotas (production,loss mitigation, customer satisfaction,
etc.) throughout tenure. Meritoriously promoted to take charge of specialized bank departments for superior results.
CLINIQUE COSMETICS, Macy’s Department Store – Virginia Beach, Virginia
Licensed Makeup Artist / Sales Representative (2002-2005)
EDUCATION & CERTIFICATION
• Bank of America Sponsored Call Center Management and Customer Service Management Training Programs
• Coursework Toward Associate Degree in Business, Orange County Community College
• Licensed Cosmetologist and Makeup Artist
• Vocational Diploma in Data Processing, Middletown, NY
• Vocational Diploma in Business, Middletown, NY
Available immediately. Willing to travel or relocate. List of references and salary history furnished upon request.