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Yyyyyy x. yyyyyy
0000 xxxxxx xxxx , xxxx , xxxxx 00000 abc@xyz.com 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 ensuring high-levels of customer service quality. 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
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Operations Management Business Continuity Plans Call-Center Management Vendor Management |
Staff Development Strategy Implementation Quality Assurance Budget Management |
Process Improvement Attention to Detail Complex Problem Solving Employee Engagement |
Professional Experience
The Connection January 2015-Present
Call Center Site Director
Directly manage a variety of administrative and operational functions within a fast-paced call center environment which employs over 400 employees and requires supervising 10 direct reports
Design and implement unique strategies within the organization which focus on improving customer service levels in addition to creating staffing plans and monitoring team performance
Manage several recruiting tasks such as interviewing, hiring, and training along with coaching team members, ensuring compliance with corporate policies, and monitoring the department budget
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
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
Education
Bachelor of Arts, Business Administration, Morris Brown College
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