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Professional Summary
Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success.
Skill Highlights
  • Strong organizational skills
  • Active listening skills
  • Sharp problem solver
  • Energetic work attitude
  • Customer service expert
  • Top sales performer
  • Energetic work attitude
  • Seasoned in conflict resolution
Work Experience
The Ambrosia Bakery Call Center January 2016 to June 2016 Customer Service Representative
Baton Rouge, Louisiana
  • Fielded an average of  75 customer service calls per day.
  • Recommended and helped customers select merchandise based on their needs.
  • Served as liaison between customers, store personnel and various store departments.
  • Processed up to 100 customer orders per day.
  • Greeted store customers promptly and responded to questions with knowledgeable service.
  • Received and processed credit card payments for in-store and phone purchases.
  • Worked as a team member to provide the highest level of service to customers.
Cox Communications December 2014 to January 2016 Technical Support Representative
Baton Rouge, Louisiana
  • Resolved customer complaints and concerns with strong verbal and negotiation skills.
  • Displayed courtesy and strong interpersonal skills with all customer interactions.
  • Processed an average of 150 inbound  technical support calls.
  • Support customers with online billing and account issues.
  • Informed customers about issue resolution progress.
  • Supported customers having data connectivity issues.
  • Provided thorough support and problem resolution for customers.
  • Achieved monthly sales goals.
The Ambrosia Bakery Call Center November 2012 to November 2014 Call Center Manager
Baton Rouge, Louisiana
  • Successfully managed the activities of 7 team members.
  • Monitored the daily activities of customer support team.
  • Interviewed, hired and trained new quality customer service representatives.
  • Provided detailed monthly departmental reports and updates to senior management.
  • Provided a high level of product and leadership support to representatives and clients.
  • Effectively communicated with team members to maintain clearly defined expectations.
  • Resolved customer questions, issues and complaints.
The Spine Diagnostic and Pain Treatment Center April 2006 to February 2008 Receptionist/ Appointment Scheduler
Baton Rouge, Louisiana
  • Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information.
  • Maintained the front desk and reception area in a neat and organized fashion.
  • Made copies and sent faxes.
  • Received and distributed faxes and mail in a timely manner.
  • Insurance verification
  • Data Entry
  • Scheduled and rescheduled appointments for 6 Doctor's.
  • Document Scanning
Walgreen's Pharmacy March 2002 to October 2005 Pharmacy Technician
Baton Rouge, Louisiana
  • Entered new patient profiles and prescriptions into medication input software system.
  • Provided friendly customer service at prescription drop-off and pick-up counters.
  • Worked closely with pharmacists and used medication input software to safely and accurately dispense medication.
  • Efficiently answered multi-line phone and processed high volume of order requests from nurses, doctors and pharmacists.
  • Accurately pulled medications from the shelves for Pyrada replenishment.
  • Maintained drug inventory levels by ordering necessary medications and supplies and verifying deliveries against purchase orders.
  • Verified patient data and billing information.
  • Strictly maintained customer and patient confidentiality.
  • Retrieved, counted and measured drugs and capped and uncapped vials and bottles.
  • Promptly referred all doctors' calls and customers' medical questions to the pharmacist on duty.
  • Maintained proper inventory levels, rotated stock and immediately complied with prescription drug recalls.
Education and Training
Baton Rouge Community College General Baton Rouge, Louisiana, USA
This resume is created in 7 minutes.
Professional Summary
Call Center Manager bringing extensive call center experience in inbound, outbound and blended environments. Strength in training and development, client relations and problem solving.Demonstrated proficiency in:Performance Management Program and Policy Implementation Customer Support Staffing and Hiring Call Center Management Process Improvement.
Skills
  • Microsoft Outlook and Word with advanced Excel skills (Workforce CRM).
  • Heavy focus on agent engagement and retention.
  • Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations.
  • Motivational skills and an ability to supervise and lead a team of customer service assistants
  • Project management
  • Team liaison
  • Self-motivated
  • Strong verbal communication
  • Conflict resolution
  • Extremely organized
  • Data management
  • Process implementation
  • Client assessment and analysis
  • Staff development
Work History
Call Center Sr. Manager, 03/2016 to Current
Sutherland Global Houston, TX
  • Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients.
  • Development and administration of annual department budget to attain business goals with operational stability.
  • Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance.
  • Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center.
  • Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction.
  • Insure compliance with regulatory agency guidelines and standards.
Call Center Manager, 09/2014 to 03/2016
Iqor, Inc Houston, TX
  • Review statistical reports to identify trends and assess performance.
  • Identify call center improvement opportunities to increase effectiveness and efficiency.
  • Consistently surpassed sales objective by > 15%.
  • Exceeded call quality expectations by consistently averaging > 95%.
  • Significant improvement in Employee Engagement.
  • Develop efficient methods to staff call center representatives based on call volume.
  • Monitor queue and track inbound calls.
  • Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
  • Spend 20 to 30 minutes reviewing the agent's performance with the agent.
Call Center Manager, 10/2012 to 03/2014
Xerox Services Houston, TX
  • Develop objectives for the call center's day-to-day activities.
  • Hire, train and onboard new Call Center Agents as required to meet quotas.
  • Provide coaching and assistance to call center agents on an ongoing basis.
  • Oversee and ensure conflict resolution between associates and customers.
  • Develop presentations and talks to motivate and educate call center agents.
  • Conduct periodic surveys of customers and potential customers to ensure quality control.
Trainer, 09/2009 to 10/2012
Innovative Services Houston, TX
  • Design, develop, and conduct classroom and web-based training on the company's application suite of products and services to a 1500+ employee call center.
  • Implemented and directed the Quality Control department, resulting in the call center accelerating to the top-quality center in the company.
  • Improved NRS and FCR metrics from 89% to 97% in a three-month period.
  • Trained Supervisors, Lead Operators, Mentors and Quality Agents to responsibilities.
  • Measured and reported effectiveness of training by administering tests and evaluations.
  • Led monthly quality calibration sessions with Supervisors and Quality Control.
Call Center Representative, 09/2007 to 08/2009
The Working Class, Inc Houston, TX
  • Maintain customer satisfaction ratings based on explicit criteria set forth by the company.
  • Answer incoming customer phone calls and take appropriate action for each call.
  • Attend mandatory training sessions to stay updated on product or company policy changes.
  • Use company policies to determine if there can be an immediate resolution to a customer issue or if that issue requires managerial input.
  • Input data into the company computer platform to keep each customer record updated.
Education
High School Diploma: May 2009
Houston, TX
E.L. Furr
Accomplishments
Synergy Award, Recognition Award from ATT MSS  for Outstanding Performance Creativity 2016, Premier Award & Letter of Recognition for implementing the Educator Advantage Inbound Telesales Program, Customer Relations Task Force Going for the Goal Award and Man of Distinction Award from the BOSS Conference 2011
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Professional Summary
I have had 40 years of Sales experience and have worked and owned my own company's
Skills
  • Skilled in call center operations
  • Talented client relations manager
  • Multi-line phone operation proficiency
  • Persuasive speaker
  • Extensive history with predictive dialers
Work History
January 2000-May 2003 Call Center Manager | Golden Palace on line Casino | Montreal, Quebec Was hired to start a call center to call customers who downloaded the software but did nothing. Our HR hired 30 excellent Rep's which I trained and we produced revenues in the millions of dollars.
The company decided to move its operations (from the Reserve in Kahanawake)to Panama.After lengthy discussions I decided not to make that move
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Defused volatile customer situations calmly and courteously.
  • Accurately documented, researched and resolved customer service issues.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Prepared reports and communication for senior management and clients.
  • Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
  • Met or exceeded service and quality standards every review period.
  • Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
  • Managed call center from initial start-up to full operational status.
August 2004-April 2007 Call Center Manager/Partner | First Aid Central | Montreal, Que I originally started as Manager for this Company which had between 10-15 Rep's. The company was becoming very profitable that the owners had asked me if I was willing to invest in the company.I agreed as I saw the potential and became a partner.
We were importing all the first Aid Kits from China and had them assembled in our warehouse where we had a group assembling the finished product and my responsibilities were to sell the kits thru our call center
  • Initiated two key partnerships which resulted in 54% revenue growth.
  • Developed new process for employee evaluation which resulted in marked performance improvements.
  • Researched and updated all required materials needed for firm and partners.
Education
This resume is created in 7 minutes.
Professional Summary
Motivated executive successful at leveraging career experience to enhance organizational productivity and efficiency by effectively directing and supporting operations, services and solutions, including budgeting and administration.
Skills
  • Workflow analysis
  • Software projects
  • Planning and implementation
  • Profit and loss statements
  • Marketing and advertising
  • Strategic objective execution
  • Contract negotiations
  • Financial management
  • Budget development
  • Product development
  • Staff training/development
  • Process improvement
  • Research and analysis
  • Advanced Microsoft Excel
Work History
Chief Operating Officer Current
GEM Plumbing & Heating Services, Inc. Lincoln, RI
  • Responsible for residential and commercial service division in a plumbing, heating and electrical emergency service company with over 150 staff members and 80 service vehicles.
  • Oversee dispatching/logistics division responsible for completing over 100 work orders and multiple heating and cooling system installations daily.
  • Directed business strategies to eliminate unnecessary costs and improve efficiency, which boosted profitability by more than 10%.
  • Improved company profitability from 0% to over 10% over a three year period.
  • Surpassed profitability goals for 5 consecutive years, improving net profit year over year.
  • Expanded commercial service department by successfully implementing work flow processes to improve relationships with facility directors as well as track and perform annual maintenance service contracts.
  • Earned the company exceptional ratings and testimonials from clients in conjunction with 3rd party online review service.
  • Defined strategy and business plan for consolidation of geographic service territories.
  • Organized due diligence in preparation for merger of business unit.
  • Implemented department incentive performance plans which motivated staff and resulted in increased sales.
  • Partnered successfully with digital marketing firm and media producer to develop creative advertising strategy and improve website activity through enhanced SEO and SEM performance.
  • Trained, coached and mentored staff to ensure smooth adoption of a redesigned repair and maintenance program.
  • Built strategic partnership with Freedom Technology Solutions in order to ensure network stability and provide secure infrastructure. 
  • Implemented complete document management system dramatically reducing handling of paper by over 50%.
Mobile Application Product Manager Jan 2014 - Current
GEM Plumbing & Heating Services, Inc. Lincoln, RI
  • Managed new mobile application for field technicians from concept to completion while managing outside programmers and developers.
  • Developed work-flow charts and diagrams to ensure production team compliance between accounting, call center and field operations.
  • Supervised and provided direction and training for over 100 field technicians and 30 office personnel.
  • Initiated program that standardized employee training for continued program developments.
  • Proposed technical feasibility solutions for new functional designs and suggested options for performance improvement of UI objects.
  • Recommended architectural improvements and design solutions in conjunction with the lead developer.
Financial Analyst Jan 2008 - Dec 2012
GEM Plumbing & Heating Services, Inc. Lincoln, RI
  • Gathered data and built financial models around key metrics.
  • Developed forecasting tools and dashboards to analyze revenue variance, business pipeline and industry trends.
  • Created and maintained precise and accurate models, charts and reports.
  • Monitored organization's performance against competitors.
  • Developed spreadsheet models for diverse projects and analysis.
  • Budgeted active and proposed projects by accurately determining pricing, margins and risk factors.
  • Led monthly meetings with directors to analyze spending and provide financial recommendations.
  • Developed, produced and analyzed financial statements by region.
Call Center Manager Dec 2008
GEM Plumbing & Heating Services, Inc. Lincoln, RI
  • Mastery of customer service management systems and databases.
  • Initiated rollout and led data conversion of new enterprise software solution from Sage Timberline to Successware 21
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Initiated operations improvements to improve overall call center productivity.
  • Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
  • Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
  • Developed all process controls and metrics for daily management of the Call Center.
Bookkeeper May 1996 - Jan 2002
Gem Property Management Providence, RI
  • Performed general accounting functions, including preparation of journal entries, bank reconciliations and accounts receivable and accounts payable job functions
Education
Bachelor of Arts: Management Science & Information Systems 2002
Penn State University State College, PA
Accomplishments
Contracting Business Magazine: 2017 HVAC Women of the Year  (goo.gl/9WcJ5S)