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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx


Experienced management professional with 20+ years of experience within high-stress environments with a keen ability to lead others and manage daily call-center operations. Experienced in designing comprehensive business strategies, leading cross-functional teams, and fostering positive rapport with key clients within the organization. Equipped with a significant level of communication and interpersonal abilities in addition to a strong background in effectively managing complex projects.


Proficient in: Telestat, Verint, Totalview IEX, IVW, Computer Telephony Integration, Five9, Preview & Predictive Dialers, VOIP, Salesforce, Avaya CMS, ACD, Nice Systems, Blue Pumpkin, Noble Systems


Key Competencies


         Operations Management

         Business Continuity Plans

         Call-Center Management

         Client Facing Roles


         Staff Development

         Strategy Implementation

         Quality Assurance

         Budget Management


         Process Improvement

         Attention to Detail

         Complex Problem Solving

         Employee Engagement


Professional Experience

Goodbay Technologies, Chicago, IL May 2015-Present

Director of Call Center Operations

  Coordinated operations within a call center environment which included designing and implementing innovative strategies in addition to supervising over 400 Customer Service Agents

  Pivotal in managing key operational projects, worked closely with a diverse group of key clients, and supported members of executive management

  Identify client service requirements and ensure specifications are met, ensured internal standard operating procedures were followed, and diffused escalated situations

  Consistently maintain positive rapport with key clients, provide both individual and group training to staff members, and analyze customer service trends


The Connection January 2015-May 2015

Call Center Site Director

  Directly managed a variety of administrative and operational functions within a fast-paced call center environment which employed over 400 employees and required supervising 10 direct reports

  Utilized superior client management abilities in order to foster positive client relationships and provide guidance related to account metrics in addition to managing P&L related functions

  Designed and implemented unique strategies within the organization which focused on improving customer service levels in addition to creating staffing plans and monitoring team performance

  Managed several recruiting tasks such as interviewing, hiring, and training along with coaching team members, ensuring compliance with corporate policies, and monitoring the department budget

  Successfully decreased the annual attrition rate from 240% to 160% through the development and implementation of a streamlined program focused highlighting professional advancement pathways


CCI/Apple January 2014-December 2014

Call Center Consultant

  Utilized superior managerial background in order to provide logistical support within a high-stress call center which included developing training materials and establishing best practices

  Created comprehensive strategies which resulted in improved employee engagement levels in addition to an increase in call handling capacity

  Designed and implemented a call center customer survey/tracking system which resulted in obtaining in-depth customer feedback in addition to consistently coaching staff on customer service


Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx


Professional Experience Continued:

Direct Marketing Solutions Inc. April 1998-December 2013

Call Center Director

  Coordinated all day-to-day operations within a 24/7 call center which staffed over 300 Agents and required supervising a team of 4 Group Managers and 8 Supervisors

  Performed industry research and implemented unique productivity focused strategies in addition to managing escalated customer inquiries in a professional manner

  Successfully created tactical plans for daily operations, developed schedules to ensure coverage, and providing individualized coaching/feedback to staff members

  Ensured a high level of customer service quality through the consistent monitoring of phone calls in addition to performing quality audits




Bachelor of Arts, Business Administration, Morris Brown College

Lean Six Sigma Green Belt Certification, University of Phoenix


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