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YOUR NAME
123 Any Street,
Any Town, USA 55555
(555) 555-5555 *
123email@anyprovider.com
CALL CENTER MANAGER
Extensive call center management experience for major financial institutions.
Possess strong team leadership, motivational, and coaching skills.
Technically astute with experience in telephony systems technology.
Maintain a consultative coaching style and extensive interviewing and hiring experience.
Establish performance goals to meet efficiency levels, sales
targets, and quality assurance standards.
Core competencies include:
- Building a team that effectively supports
client programs, products and services.
- Driving the development of
superior customer service and high performance.
- Leading workflow
distribution and floor management to ensure service levels
are satisfied.
- Hiring, training/developing, motivating,
coaching, evaluating and retaining qualified staff.
- Maintaining service, talk/wrap time, data,
and both client and consumer satisfaction levels.
PROFESSIONAL EXPERIENCE
Company, Town, XX
Date - Present
Inbound Call Center Manager
- Direct call center operations as
a liaison between clients, supervisors, and call center
employees.
- Administer performance
management by diagnosing improvement opportunities,
providing effective feedback, coaching, training,
professional development, and corrective action plans.
- Perform quality checks,
develop and review performance reports, identify areas to
improve, and implement measures to improve performance
levels and meet objectives.
- Conduct group training sessions on
financial products and services.
- Develop sales techniques of each customer
service representative to drive revenue growth .
- Coordinate the interviewing, hiring and
training of over 500 customer service representatives.
- Monitor interaction
between staff and callers to ensure quality
assurance standards.
- Review call center statistics to measure
staff performance and the need for improvement.
Company, Town, XX
Date - Date
Outbound Call Center Supervisor
- As team leader, motivated and supervised
an outbound call center staff of 300 staff.
- Developed a system and call scripts to facilitate
the efficient management of call volume.
- Provide customer service excellence and technical support
on telephony systems.
- Conducted hundreds of interviews with
responsibility for the placement of over 175 employees.
- Ensured strict adherence to company
policies and procedural guidelines.
Company, Town, XX
Date - Present
Customer Care Representative
- Provided quality customer service with a
high volume central processing and distribution center.
- Represented third-party national catalog companies and home shopping networks.
- Responded to customer calls and inquiries regarding product orders, warranty
issues.
- Collected customer demographics and
payments on orders placed.
- Accurately and efficiently input data utilizing the
exception alpha-numeric keyboarding skills.
- Kept apprised of products, services, promotions and
warranties.
- Expedited and facilitated the escalation of
customer service issues.
EDUCATION
College, Town, XX
Degree Name, Major, Date
COMPUTER SKILLS
MS Word, Excel and
PowerPoint; telephony and proprietary call center systems.
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