The document is a cover letter from Roy Green applying for a position. Roy highlights his extensive experience in data analysis, administration, operations management, and customer service spanning over 20 years. He provides a detailed resume summarizing his relevant skills and accomplishments to demonstrate how he is well-qualified for the open role.

1. Autumn 2015
Dear Hiring Authorities:
I am a mature, self-starting, well-educated, flexible, highly organized and analytical professional with a wealth
of applicable experience. I have wide-ranging experience in data analysis and high-level reporting, administration,
data management, call center management and operations, technical applications, facilities management, staff training,
scheduling and workforce management. I have performed very successfully in countless problem-solving roles and I
highly respect discretion and confidentiality.
My key competencies include:
+ Strong Presentation Skills + Compliance Analysis/Reporting + “Critical Path” Project Scheduling
+ Data Analysis & Reporting + Process Improvement Analysis + Technical Application Development
+ Procedures Documentation + High Technological Acumen + Center Workforce Management
+ KPI Reporting & Analysis + Strong Communication Skills + Team Supervision & Mentoring
+ Configuration Management + Call Center Traffic Management + Best-Practices Implementation
+ Facilities Management + Quality Assurance Monitoring + Customer & Vendor Relationships
+ Budget Input/Development + Staff Training & Development + Call Center Forecasting / Staffing
+ Customer Service + Commission Sales Successes + Real-Time Center Service Mgmt.
+ Customer Retention + Cross-Functional Relationships + CSR Team Mentoring / Supervision
+ Change Management + Data Mining and Segmentation + Testing and Development
As a Business & Process Improvement Analyst, my initiative and follow-through -- to discover, create and
implement appropriate and effective analysis and reporting solutions -- have resulted in many successes and resource
savings. My experience in administration, operations, finance, and facilities has fortified my understanding of budgets,
audits, accounting transactions, vendor/contractor relationships, interactions and adherence to contractual agreements.
I have initiated, developed, authored and published Policies and Procedures Manuals. I have proactively created
numerous analyses and reports (both ad hoc and periodic) to monitor achievement of performance measures, service
production, personnel productivity and many other Key Performance Indicators (KPIs).
I am highly competent at verbal and written communications with high-level management, peers, subordinates
and other diverse audiences of varying technical expertise. I have trained, taught and evaluated learners at all levels. I
have a professional demeanor with diverse audiences and have been a team liaison by creating and presenting high-
quality, informative, winning presentations for high level management, including the Director of the NASA Space
Shuttle Program and the City of Houston Mayor’s Office. Additionally, I highly respect discretion and confidentiality,
as I am a past holder of a Department of Defense “Secret” security clearance for handling of Classified NASA data and
information linked to national security initiatives.
I have attached my résumé of qualifications illustrating how my wide-ranging experience and skills match
your requirements. Let’s meet soon to discuss how I may become the next successful member of your team. Please
feel free contact me at roygreen@utexas.edu and/or by phone at 832.573.5925.
Thank you for your time and consideration!
Regards,
== Roy Green
e: roygreen@utexas.edu
Mobile: 832.573.5925
LinkedIn: Roy Green
Résumé: http://goo.gl/JX1Alu

2. ROY L. GREEN
Houston, Texas Mobile: 832.573.5925
LinkedIn: Roy Green roygreen@utexas.edu
EXPERIENCED DATA ANALYSIS and ADMINISTRATION MANAGEMENT
PROFESSIONAL with Expertise in Strategic Planning
More than twenty years of experience as a self-starting, well-educated, flexible, highly organized and analytical
professional possessing extensive experience in diverse technical and business environments, including: administration
management; data analysis & high-level reporting; process improvement; program planning/ scheduling; customer
service; call center telecommunications management & technologies; as well as team training, supervision and
assessment. Recognized for utilizing strong and effective analytical, logical and mathematical skills with a focus on
accuracy and achieving results. Proactively initiated analyses and reported results to senior level management for
quality control & process improvement.
Key Competencies
 Strong Presentation Skills  Compliance Analysis/Reporting  “Critical Path” Project Scheduling
 Data Analysis & Reporting  Process Improvement Analysis  Technical Application Development
 Procedures Documentation  High Technological Acumen  Customer & Vendor Relationships
 Strategic Planning  Strong Communication Skills  Team Supervision & Mentoring
 KPI Reporting & Analysis  Call Center Traffic Management  Best-Practices Implementation
 Configuration Management  Quality Assurance Monitoring  Center Workforce Management
 Facilities Management  Staff Training & Development  Call Center Forecasting / Staffing
 Budget Input/Development  Commission Sales Successes  Real-Time Center Service Mgmt.
 Customer Service/Retention  Cross-Functional Relationships  CSR Team Mentoring / Supervision
ACCOMPLISHMENT HIGHLIGHTS
 Recovered and recreated archived data files to prepare for viewing by Congressional Investigating Committee for Space
Shuttle Accident Investigation, resulting in receipt of NASA Commendation.
 Initiated, created and developed “Citizen Satisfaction” database reporting mechanisms for 3-1-1 Call Center, reducing
response time from days to minutes, and becoming the standard for City of Houston Mayor’s Office.
 Created and developed Standard Operating Procedures and Glossary of Terminology for operations center.
 Development of strong relationships with diverse communities with varying degrees of know-how to include: the Director of
NASA Space Shuttle Program, Mayor of the City of Houston, high-level corporate management, administrators, educators,
peers, students and subordinates.
 Self-initiated and performed audits of facility permits to improve legal compliance from < 40% to 100%, saving thousands of
dollars in punitive fines.
 Saved nearly $200,000 annually by researching and providing data for cost-cutting documentation program.
 Initiated & coordinated effort to migrate department data, creating shared “control” files and then trained peers on effective
file-sharing techniques, resulting in extensive increase of efficiencies and riddance of redundancies.
ADMINISTRATION, ANALYSIS & OPERATIONS MANAGEMENT EXPERIENCE
COMCAST CABLE - HOUSTON 2+ YEARS
Facilities Management Analyst, Process Improvement Analyst
 Tracked, analyzed, and monitored facilities maintenance and operations of 50+ site region.
 Liaison with vendor suppliers and maintenance providers.
 Assisted management in oversight of facilities maintenance and new construction projects.
 Created and developed methodologies for protection of company property and assets.
3-1-1 SERVICE HELPLINE – CITY OF HOUSTON 2 YEARS
Supervisor (Citizen Contact Center)
 Effectively supervised, motivated, coached, mentored and certified a staff of 12 call center representatives.
 Performed periodic and ad hoc statistical analyses and reports to streamline contact center operational efficiencies.
 Developed and maintained “Citizen Satisfaction” database reporting tool for Houston Mayor’s Office.
 Acted as workforce management authority and MS-Office specialist for customer service contact center.
(CONTINUED)

3. THE FOUNDATION FOR MODERN MUSIC - HOUSTON 1 YEAR
Office Manager
 Developed, coordinated, monitored, analyzed and updated budgets for non-profit organization
 Created and developed ad-hoc reports, operational procedures and mailing database.
 Processed financial transactions via telephone, mail and Internet.
 Supervised staff of office workers.
AT&T WIRELESS - HOUSTON 4+ YEARS
Information Analyst II (Process Improvement), Business Performance Measures
Applications Programmer / Analyst - Customer Care Support Operations & Process Improvement
 Successfully created and developed performance management and quality control analyses and reporting tools.
 Created and developed operational methodologies (call routing scripts, call campaign datasets, IVR scripts and more) and
appropriate analyses for operational Process Improvements in large 100+ seat call center.
MEMBERWORKS, INC - HOUSTON 2+ YEARS
Supervisor - Traffic Management Group & Process Improvement
 Selected by Vice-President to serve on executive team to define requirements, evaluate, procure and implement call center
workforce management software system.
 Supervised call center operations team charged with "real-time" call center traffic and service level management in 300+ seat,
multi-site, 24/7 call center receiving 400,000+ calls per month.
ROCKWELL INTERNATIONAL – NASA JOHNSON SPACE CENTER, HOUSTON, TX 10+ YEARS
NASA Space Shuttle Program Planner / Analyst
 Performed configuration management and “critical path” analysis and assessment of intricate Space Shuttle Program
workflows impacting the Shuttle launch schedule.
 Collected and analyzed data for daily multimedia presentation to NASA Space Shuttle Director.
 Represented contractor on "Team Excellence" task force to employ operational process improvements.
 Recovered and recreated archived data files to prepare for viewing by Congressional Investigating Committee for Space
Shuttle Accident Investigation, resulting in receipt of NASA Commendation.
EDUCATOR EXPERIENCE
FURR HIGH SCHOOL - HOUSTON ISD, HOUSTON 6 YEARS (PRESENT)
NORTH FOREST HIGH SCHOOL - NORTH FOREST ISD, HOUSTON
Mathematics Instructor: Pre-Calculus, Algebra II, Algebra I, TAKS & STAAR Math Testing Preparation
 Achieved 100% Exit Level TAKS Math pass rate for student cohort at FHS in 2013.
 Development of strong student connections resulted in 91% TAKS Math pass rate for my student cohort group versus school
composite 45% Math pass rate in struggling NFHS.
EDUCATION / TECHNICAL TRAINING:
 Post-graduate work, Rice University (Mathematics) & The University of St. Thomas (Education)
 Bachelor of Science, Mathematics (minor study in Physics), The University of Texas at Austin
 Microsoft Certified Systems Engineer (MCSE) core training courses, Rice University
 Holder of two valid Texas Secondary Education Teaching Certificates (Mathematics 8-12 and 4-8)
SECURITY / PERFORMANCE / PERSONAL:
 Past holder of U.S. Department of Defense “Secret” Security Clearance for handling of sensitive Classified
NASA / Department of Defense data.
 Consistently received excellent Performance Reviews during career.
 Numerous (80+) nominations as “inspirational” by large numbers of peer group resulted in selection to carry
the Olympic Torch in Houston for XIX Winter Olympic Games (Salt Lake City, 2002).
 Have ridden bicycle 14,000+ miles for long, multi-day epic charity bicycle rides across Montana, Alaska, &
Texas, raising $40,000+ for various medical and education charitable causes.
 Well-traveled, “worldly” US Citizen with current, valid US Passport.
 Possess valid Texas Driver's License with no moving violations.