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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.
  • 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.
High School Diploma: May 2009
Houston, TX
E.L. Furr
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
This resume is created in 7 minutes.
Professional Summary
I have had 40 years of Sales experience and have worked and owned my own company's
  • 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.
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.
  • 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
Bachelor of Arts: Management Science & Information Systems 2002
Penn State University State College, PA
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