Call Center Operations | Supervision & Guidance | Time Management | Prioritization | Organizational skills

Remote Operations | Communication | Confidentiality | Training & Development | Attention to Detail | Team Player

Critical Thinking | Strategic Planning | Problem Solving | Process Improvement | Analytical Acumen

Avaya Software | Microsoft Office Suite | Scheduling software (Pipkins)

Dynamic, motivated and capable management expert with years of training and customer service experience. Achiever of success with clients and other important stakeholders at all levels. Attain organizational objectives as a team member or individual contributor. Excel well under pressure in fast-paced working environments that call for adaptability and a keen ability to lead others with confidence. Open to Virtual Scheduling roles that will call on existing skills, as well as offer opportunities for career growth and advancement.

Training Coordinator (2016 2017)

  Delivered comprehensive direction to the Training Department by managing calendars, scheduling meetings, as well as finalizing reservations for training and meeting rooms

  Maintained complete administrative records, reports and analyses via Microsoft Excel

  Supported the Training Team with Net Dimensions LMS through enrolling groups for specific trainings; also completed course reporting as needed

  Devised a Master Training Report to track trainings, 30/60/90 average handle time and quality assurance scores

  Crafted the primary tool used for tracking all training within the MCE Training Department; developed to serve as a base tool for developing Interviewer and Trainer success rate, termination analysis reasons and the like

  Contributed positively to operations by helping others best understand staffing needs, FTO/Sick time leave, along with non-phone activity

  Devised a weekly Past, Present and Future report to illustrate previous service levels, future forecasts, AHT, Shrinkage and additional core content

  Liaise with Operations Management to drive the commencement of process improvements, brought to life in conjunction with Supervisors, Leads, Agents and other workforce members

  Introduced new hires to flexible scheduling options, as well as how to submit time off and which workforce policies and procedures were essential to adhere to

  Assessed staffing needs based on forecasts and business essentials to determine optimal schedules for departmental or site-wide shift bids

  Monitored real-time call volume statistics including service levels and productivity; adjusted as needed

  Created and utilized real-time skill assignments to ensure proper coverage

  Assessed patterns in call volume to forecast schedules, off-phone activity and FTO (Vacation Time) limits

  Adjusted scheduled operations based on availability and input from the Operations Management team

Continued

  Fielded incoming customer service calls to assist callers with membership details

  Confirmed customer identity by making certain that security processes were followed

  Called on excellent retention skills to foster and sustain lasting customer relationships

Inbound/Outbound CHS Representative (2011 2012)

  Responded to inbound calls and facilitated outbound calls for high-profile clienteles

  Submitted service tickets on behalf of clients so they were scheduled to receive technician services

  Dispatched local emergency services as needed

  Troubleshot multiple alarm system types with customers over the phone; also worked over the phone to power down alarm systems

  Submitted service tickets as necessary to tend to technical matters

  Responded swiftly and with care to customers triggered alarms located across the U.S.

  Adhered to an established call flow and customer verification process per company training specifics

  Dispatched local authorities if needed to customers locations

Certification, High Performance Management Techniques, COPC

Also working on improving MS Excel skills via pluralsight.com

1408 Gardenia Dr. | Xxxxxx, XXXXXX xxxxxx

xxx-xxx-xxxx | abc@xyz.com

March 19, 2018

Hiring Agent Name

Title

Company Name

Address

City/State/Zip Code

Dear [Hiring Agent Name],

I am currently seeking a chxxxxxxging career opportunity in a (INSERT TITLE OF TARGET POSITION) capacity and am submitting my resume for your review. In advance, thank you for your time and consideration. As demonstrated in the accompanying resume, my professional qualifications include the following accomplishments:

  I bring to any service delivery role years of proven success in managerial capacities in customer service and Call Center settings. I am well-versed in supervising operational and administrative functions on a day-to-day basis. My experiences thus far have sharpened and refined my interpersonal communication and relationship building skills, as well as my ability to connect positively with clients and stakeholders at all levels.

  As a customer service expert, I thrive under pressure in fast-paced, demanding work environments. I excel as both an independent contributor and contributory team member to actively contribute to operations. In any position I take on as I grow and mature professionally, I aim to achieve the utmost in both customer and organizational satisfaction.

  Over the course of my career, I have grown and expanded my levels of expertise in core areas detailed on my resume that I believe will serve me well in taking on a chxxxxxxging new role with a virtual support focus. I seek to leverage my existing strong suits, as well as work with a company that values the career growth of its employees.

  Independent of my practical background, I ve also gained certification in High Performance Management Techniques through the COPC. I am also working on boosting my Microsoft Excel skills via the pluralsight.com platform.

As an employee, you will find me to be a driven team player committed to supporting you in achieving your objectives through superior performance. I am confident that I could be a valuable asset to your organization, and look forward to interviewing with you in the near future.

Sincerely,

Yyyyyy x. yyyyyy
Enc. Resume