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SAMPLE
RESUME
YOUR
NAME
123 Any Street, Any Town, USA 55555
(555) 555-5555 * 123email@anyprovider.com
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CALL CENTER MANAGER
Extensive call center management experience for major (fill in the blank) institutions. Possess strong team leadership,
coaching, and motivational skills. Technologically savvy with extensive experience
working with telephony systems. Well rounded consultative coaching management style and extensive
interviewing and hiring experience. Establish performance goals to exceed efficiency levels, quality assurance
standards, and sales targets.
Core competencies include:
Driving the development of superior customer service and high
performance.
Hiring, training/developing, motivating, coaching, evaluating and
retaining qualified staff.
Building a team that effectively supports client programs, products and
services.
Maintaining service, talk/wrap time, data, and both client and consumer
satisfaction levels.
Leading workflow distribution and floor management to ensure service
levels are satisfied.
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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.
Review call center statistics to measure staff performance and the need
for improvement.
Develop sales techniques of each customer service representative to drive
revenue growth .
Coordinate the interviewing, hiring and training of over 600 customer
service representatives.
Monitor interaction between staff and callers to ensure quality assurance
standards.
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.
Company, Town, XX
Date - Date
Outbound Call Center Supervisor
As team leader, motivated and supervised an outbound call center staff of
400 staff.
Conducted hundreds of interviews with responsibility for the placement of
over 200 employees.
Developed a system and call scripts to facilitate the efficient management
of call volume.
Ensured strict adherence to company policies and procedural
guidelines.
Provide customer service excellence and technical support on telephony
systems.
Company, Town, XX
Date - Present
Customer Care Representative
Provided quality customer service with a high volume central processing
and distribution center.
Accurately and efficiently input data utilizing the exception
alpha-numeric keyboarding skills.
Kept apprised of products, services, promotions and warranties.
Represented third-party national catalog companies and home shopping
networks.
Responded to customer calls and inquiries regarding product orders,
warranty issues.
Expedited and facilitated the escalation of customer service issues.
Collected customer demographics and payments on orders placed.
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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