Call Center Analyst resume examples

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Skillful Call Center Analyst resume

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Nicole Kenock
Summary
Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.
Skills
  • High customer service standards
  • Telecommunications knowledge
  • Strong problem solving ability
  • Dedicated to process improvement
Accomplishments
Recognized for outstanding customer service. Multi-tasking
  • Cashiered with two cash registers at once in tandem to maximize customer flow.
Customer Interface
  • Greeted customers upon entrance and handled all cash and credit transactions.
  • Assisted customers over the phone regarding store operations, product, promotions and orders.
Experience
WHATABURGER February 2017 to April 2017 Cashier
Longview, TX
PDQ TEMPORARIES- RANGERS STADIUM August 2016 to December 2016 Cahier, Waitress
Ft Worth-Arlington, TX
GUNNS DRY CLEANERS August 2016 to December 2016 Linen Crew
Ft Worth, TX
STATEWIDE APPEAL April 2016 to June 2016 Call Center Representative
Denton, TX
Education and Training
Frankston High School High School Diploma Frankston, TX
Tyler Junior College Tyler, TX
TABC Certified Expires 2018

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Job-winning Call Center Analyst resume

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Breanna Williamson
Professional Summary

A committed and well motivated individual who aspires to hold a position where I will be able to interact with customers on a daily basis. Being able to offer concise and polite assistance in a phone conversation. Highly articulate and having a clear friendly voice. Currently looking for an exciting opportunity in a customer focused environment, where I will be able to deliver a high-quality service and support my employers vision.

Skills
  • Excellent customer service
  • Goal-oriented
  • Detail-oriented
  • Room for growth
  • Determined
  • Constantly growing and learning
  • Hard working
  • Creativity
  • Empathy
  • Willing to Assist
  • Social Skills
Work History
01/2018 to Current
Cap 1 Associate Walmart Supercenter Rio Rancho, NM

Supervisor: Sergio

Phone: 5057714867

  • Master customers questions, needs, and concerns
  • Keeping a positive attitude and a smile daily
  • Receives and stocks merchandise throughout the facility and organizes and maintains the back room by following company safety, cleaning, and operating procedures
  • Asking for feedback and using that to help the next customer
  • Maintains inventory accuracy for the facility by binning and picking merchandise; utilizing the inventory management system; completing bin audits; working inventory exceptions; correcting shelf capacities.
  • Provides customer service by acknowledging the customer; identifying customer needs; locating merchandise; resolving customer issues and concerns; while maintaining a safe shopping environment.
  • Located and picked merchandise weighing up to 50 pounds to fulfill numerous daily customer orders.
  • Ability to multi-task in a fast-paced environment
  • Strong work ethic and very determined in my position
06/2018 to 05/2019
Call Center Representative Safelite Solutions Rio Rancho, NM

Supervisor: Jasmine 

Phone: 5053822231

  • Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Educated customers on product and service details and information.
  • Engaged in continuous learning and development opportunities to promote continued performance improvement. 
06/2017 to 01/2018
Cashier/ Sales Associate Famous Footwear Rio Rancho, NM

Supervisor: Annayssa Perez 

Phone: (505)-930-0005

  • Greeted customers and provided excellent customer service
  • Stayed current on available products, store promotions and customer service policies to better assist with any need.
  • Maintained current knowledge of shelf planograms and end cap plans to effectively merchandise products.
11/2015 to 06/2017
Assistant Manager Domino's Pizza Rio Rancho, NM

Supervisor: Christopher 

Phone: 5054005558

  • Counted cash drawers and made bank deposits.
  • Assigned employees to specific duties to best meet the needs of the store.
  • Handled customers concerns and complaint over the phone and in store 
  • Kept work areas clean, organized and safe to promote efficiency and team safety.
  • Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences
  • Supported staff development and goal attainment by focusing on skill development and job satisfaction.
08/2016 to 12/2016
Dental Assistant Student Intern New Mexico Community Dental Albuquerque, NM

Supervisor: Bonny, Dr. Jackson

Phone: 5059747099

  • Taught patients successful strategies for boosting oral hygiene, controlling plaque and protecting gums and tooth enamel from damage.
  • Measured and recorded vital statistics by taking patients' blood pressure, temperature and pulse.
  • Completed tooth impressions to support creation of accurate dental work to correct problems such as missing teeth.
  • Documented patients' dental health information, medical history and vital signs.
  • Assisted dentists, hygienists and other personnel by handing appropriate tools and supplies needed for procedures.
  • Cleaned and sanitized dental tools and equipment, straightened treatment rooms and restocked supplies to prep for next patient and maintain health and safety practices.
  • Prepared bitewing, panoramic and periapical radiological images, allowing dentist to spot cavities, decay and problem areas needing treatment.
  • Explained treatment procedures and instructed patients on home care guidelines.
01/2016 to 05/2016
Dental Assistant Student Intern Comfort Dental Albuquerque, NM

Dentists: Dr. Nathan Horton, Dr. Mike Millburn and Dr. Brad Copple

Phone: 5058722772

  • Kept work areas clean, sanitized and organized to minimize infection risk.
  • Recorded patients' health histories, documented current symptoms and pulled up records from prior visits for dentists to view and evaluate.
  • Prepared patient X-rays and images for review by dentist.
  • Prepared dental rooms and materials.
  • Assisted dentists, hygienists and other personnel by handing appropriate tools and supplies needed for procedures.
  • Cleaned and sanitized dental tools and equipment, straightened treatment rooms and restocked supplies to prep for next patient and maintain health and safety practices.
  • Accurately entered patient clinical data into computer to update charts.
  • Educated patients on dental hygiene, pre-surgical instructions and post-surgical care.
  • Assisted dentists by passing instruments, suctioning intraoral fluids, adding water and mixing materials for fillings, casts and impressions.
  • Staged tray for procedures by arranging dental instruments and equipment.
  • Cleaned and sterilized instruments between patients to protect from infection risks.
Education
2016
Associate of Applied Science : Integrated Studies
Central New Mexico Community College - Albuquerque, NM
Certificate : Health, Wellness, and Public Safety Central New Mexico Community College - Albuquerque, NM
Certificate : Dental Assisting Central New Mexico Community College - Rio Rancho, NM

Top Call Center Analyst skills

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Experienced Call Center Analyst resume

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TAISHA JORDAN
Summary

Accomplished Case Manager Associate adept at handling high case loads without sacrificing quality of care. Operate in high-pressure environments while recommending best resources and courses of action to benefit patient needs and return each to optimal quality of life.

Case Manager Associate looking to join a growing entrepreneurial organization as part of the Executive care team. Articulate case manager associate driven to succeed. Strategic planning and client relationship management expert.

Experience
Case Manager Associate 02/2018 to Current Piedmont Atlanta Hospital Atlanta, GA
  • Ensured smooth transition for residents into new environment
  • Served as a liaison between patients, physicians to assist patients in understanding their treatment plans
  • Conducted screening, diagnostic treatment and rehabilitative and supportive services as the senior nurse on a primary health care team
  • Liaised with other pharmacies to eliminate readmit that caused length of stay issues
  • Evaluated nursing notes to confirm that they were accurate to ensure no delays would take place upon discharge
  • Coordinating clinically complex patients' care; ensuring and facilitating the achievement of quality clinical and cost outcomes
  • Communicates confidently and effectively with all levels of hospital staff,physicians and dme providers
  • Managed all telephone inquiries from clients, vendors and the public
  • Faxed and email referrals to sub acute and acute rehabilitation facilities, to ensure patients have a safe place to discharge from the inpatient setting
  • Provides resources to patients and families for outpatient and home care needs,following up on all phone calls, emails and faxes daily
  • Complete all work compensation, home health and durable medical equipment,as well as depart of medical assistant forms in a expeditiously matter
Patient Communication Specialist 04/2017 to 12/2017 American Health Connection Beverly Hills, CA
  • Researched and resolved billing and invoice problems
  • Coordinated approval processes of all accounts payable invoices
  • Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax
  • Increased revenue by 17% over a two-year period
  • Oversaw various prime time projects from conceptualization to completion
Case Manager Coordinator 02/2012 to 04/2017 Shepherd Center Atlanta, GA
  • Utilized strong assessment skills to determine necessary patient care
  • Implements, coordinates, monitors, and evaluates options and services to meet patient's health needs and ensures appropriate use of clinical resources
  • Accompany physician into the patient examination room to transcribe a history and physical exam, document accurately the physician encounter with the patient and others present
  • Transcribe patient orders including laboratory,radiology tests and medications
  • Complete all work compensation, home health, and seating clinic orders and fax,emailed to appropriate accepting facility
  • Liaised with medical care professionals and community organizations to ensure residents suffering from chronic wound received adequate care
  • Proactively identified and solved complex problems impacting operations management and business direction
  • Collaborated with interdisciplinary team of professionals, as well as patients and families, to determine appropriate treatment options
New Patient Coordinator 01/2010 to 02/2012 Shepherd Center Atlanta, GA
  • Reviews all documents and records prior to scheduling ruling out any red flags, making sure patients can benefit from all services at Shepherd.
  • Following up on all phone call,emails, and faxes daily Keeping record of all providers referrals,self referrals as well as all client agency and work comp case loads.
  • Obtaining all medical records, Imaging reports as well as radiology disc and films.
  • Insurance verification Scheduling all new,work comp patients, IME's/Independent or Insurance medical exam.
Medical Assistant 12/2008 to 01/2010 Shepherd Center Atlanta, GA
  • Perform nursing procedures, tube feeds, lab draws, botox, SPT changes, flexible cystoscopy
  • Assisted physicians by preparing patients for procedures, including but not limited to EKGs, phlebotomy, glucose testing and pulmonary function tests
  • Partnered with healthcare and administrative staff to create patient-centered, inviting and supportive environment for patients and families
  • Process messages from patients to hospital staff and physicians
  • Managed both clinical and administrative duties in a medical office setting
  • Requested scripts from doctors and verified insurance and coding
  • Interviewed and engaged patients to obtain medical history, chief complaints and vital signs.
Call Center Manager 02/2001 to 11/2008 Ikon Office Solutions Duluth, GA
  • Handled a team of 30 call center agents directly
  • Delivered outstanding customer service, and exceeded expectations while building long-term loyalty with clients
  • Lead and/or attend meetings and cross functional teams for diverse policy and process improvements
  • Set and managed performance benchmarks for call center employees
  • Managed the operation of existing lists and programs
  • Made a performance rating every quarter while developing new strategies to reduce cost Maintained good customer relationship while resolving complaints as it relates to the Call Center
  • Measured every agent's report in connection with the customer's service satisfaction
  • Recommended supporting programs to improve the call center process
  • Ensured good harmonious relationship within the office environment
  • Monitored calls and provided feedback during coaching sessions Created detailed and presentable expense reports
  • Processed rebates, reports and check requests for clients
  • Analyzed accounts to check for discrepancies and prompt resolution thereof
  • Investigated delays in payment and accounting errors
  • Provided and documented performance feedback through daily, weekly and monthly one on one sessions, performance reviews and goal setting
Education
Associate of Applied Science 2012 Brenau University North Atlanta Norcross, GA, United States
PLG Training Smyrna, GA, USA: Georgia Adjusters Property and Casualty PLG Insurance Training Smyrna, GA, United States
Medical Assisting Georgia Medical Institute Atlanta, GA
Skill Highlights
  • Case management understanding
  • Case evaluations
  • Complex cases
  • Heavy case loads
  • Documentation expertise
  • Treatment plans knowledge
  • Patient assessment
  • Acute and rehabilitative care