LiveCareer-Resume
Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Professional Summary

Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior. Self-motivated [Job Title] bringing proven leadership, organizational and customer relations skills. Independently solved problems and kept teams on task to handle diverse business requirements. Well-organized Administrative professional bringing excellent multitasking abilities developed over [Number] years of [Industry] experience. Commended for consistently driving team success with knowledgeable enforcement of company procedures and skillful personnel training. Proficient in [Software] with expertise in database management. Engaging [Job Title] with established talents in [Area of expertise] and [Area of expertise]. Adaptable individual with skills in [Skill] and [Skill]. Conversational in [Language] and [Language]. Interested in leadership position with company in [Industry] sector. Enthusiastic [Job Title] eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of [Task] and [Task] and training in [Skill]. Motivated to learn, grow and excel in [Industry]. Experienced [Job Title] with over [Number] years of experience in [Industry]. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits. [Job Title] with over [Number] years of successful experience in [Skill] and [Skill]. Recognized consistently for performance excellence and contributions to success in [Industry] industry. Strengths in [Skill] and [Skill] backed by training in [Area of study].

Skills
  • Business performance review
  • Analyzing performance
  • Staff performance evaluation
  • Organizational performance
  • Performance plans
  • Call center processes
  • Performance goal achievement
  • Key performance objectives
  • Call center customer service
  • Performance Evaluations
  • Performance improvements
  • Performance Management
  • Optimizing performance
  • Assessing performance
  • Performance Appraisals
  • Key Performance Indicators (KPI)s
  • Performance motivation
  • Ability to monitor performance
  • Supervisory experience
  • Agent collaboration
  • Performance Incentives
Education
Rockville Jr-Sr High School Rockville, IN Expected in 05/1996 High School Diploma : - GPA :
Indiana State University Terre Haute, IN Expected in 08/2001 Bachelor of Science : Exercise Physiology - GPA :
Work History
Firstservice Residential - Agent Performance Manager/Call Center Supervisor
Lakeway, TX, 10/2015 - Current
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
  • Trained team members on performance metrics and consumer behavior identification.
  • Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
  • Managed personnel, including scheduling for agents and product specialists to foster increased productivity.
  • Executed Monthly Performance Plans with representatives to to identify production gaps.
  • Supervised [Number] [Job title]s in providing excellent customer service to callers requiring assistance for [Type] and [Type] issues.
State Of Indiana - Recreation Leader
Westfield, IN, 01/2015 - 10/2015
  • Provided technical assistance to site leader to help coordinate diverse projects.
  • Developed positive and productive relationships with kids, parents and staff.
  • Engaged participants in recreational activities and team-building exercises.
  • Instructed participants on activities' goals, procedures and safety considerations to promote beneficial outcomes for all campers.
  • Scheduled events in recreation facilities and monitored facility conditions.
  • Conducted training seminars, staff meetings, coaching clinics and community meetings to promote organization and educational opportunities.
  • Interviewed, trained and supervised part-time and seasonal personnel to perform job functions of recreation center.
  • Planned, promoted and executed more than [Number] events each year.
  • Transitioned participants between activities, rest periods and field trips.
  • Researched, planned and organized mentally stimulating activities for individuals between ages of [Number] and [Number].
  • Managed timesheets for recreation attendants, instructors and coaches to provide prompt payment.
  • Coordinated staff volunteers to supervise events and facilitate scheduled activities.
  • Maintained inventory of supplies and equipment with established sign-out procedures.
  • Tracked program spending, enrollments and attendance to produce monthly reports for program director.
  • Established team rosters, scheduled leagues and tournaments and enforced rules and regulations of recreation and athletic programs.
  • Supervised groups of up to [Number] children under age [Number] from arrival through departure at end of day.
  • Planned and evaluated recreation and athletic programs with recreation director to support community.
  • Provided clear instruction to activity and program participants to deliver fun and safety.
  • Coordinated and led [Type], [Type] and [Type] activities for both small and large groups.
  • Transported and escorted program participants to and from activities and on field trips.
  • Kept track of allergies and dietary restrictions, verifying correct meals and snacks were given to campers.
  • Kept athletic and games equipment and facilities organized and maintained.
  • Managed scheduled events for [Location] to maximize activities and attendance.
  • Factored-in abilities, needs and interests of participants in development of events and programs.
  • Trained staff members on conducting events and following safety procedures.
  • Ordered and maintained all recreational equipment.
  • Planned and conducted community activities such as [Type], [Type] and [Type].
  • Developed and implemented safety training programs for staff and [Location] community.
  • Supervised camper activities to address behavioral issues and promote fun, safety and inclusivity.
  • Designed enjoyable and innovative customized training programs based upon fitness goals.
  • Planned weekly activities schedule for assigned group and facilitated smooth transitions for on-time arrival.
  • Performed clerical duties, including registering participants and answering specific event inquiries.
Rockville Correctional Facility - Correctional Casework Manager
City, STATE, 09/2007 - 01/2015
  • Worked with [Type] customers to understand needs and provide [Type] service.
  • Developed team communications and information for [Type] meetings.
  • Addressed behavior and stability of inmates to root out concerning connections or mental health issues.
  • Evaluated progress of inmates in jails and prisons to determine optimal intervention strategies.
  • Counseled inmates either individually or group settings to bring problems to light and implement potential solutions.
  • Maintained and enhanced unit security through [Action] and [Action].
  • Conducted interviews for hiring of inmate job positions to identify optimal candidates.
  • Performed preventive maintenance to maintain optimal productivity and increase equipment lifetime by [Number] years.
  • Calibrated machines to maintain required productivity levels and adherence to quality standards.
  • Prepared reports and technical documentation of day-to-day production processes.
  • Interpreted data from various assessment tools to determine appropriate level of supervision.
  • Created and maintained parole hearing information to keep leadership up-to-date on offender status.
  • Maintained organized offender records and documentation in compliance with department and legal standards.
  • Collaborated with institutional staff, area law enforcement, mental health boards, county attorneys and treatment providers.
  • Collaborated with senior leadership during decision-making processes and created thorough offender reports for corrective action planning.
  • Handled over [Number] full-cycle caseloads per month, including pre-sentence, pre-trial and client supervision.
  • Increased customer satisfaction by resolving [Product or Service] issues.
  • Maintained excellent attendance record, consistently arriving to work on time.
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
  • Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
Methodist Hospital - Cardiac Surveillance Technician
City, STATE, 02/2006 - 06/2006
  • Initiated CPR for patients in cardiac failure, responding to hospital crisis codes.
  • Scheduled patients for testing and conducted follow up calls to confirm and answer questions.
  • Transcribed physician interpretations to maintain electronic records for cosign by attending doctor.
  • Monitored patient activity during stress test to record data.
  • Administered testing with electrocardiogram for patients experiencing events and as screening tool.
  • Communicated with healthcare workers and physicians concerning test results.
  • Educated patients on testing and preparation steps prior to procedure.
  • Adhered to cleaning protocol for EKG machine, Holter cables and accessories to provide safe environment.
  • Provided instruction on Holter monitor and connected patient to analyzer.
  • Inspected, maintained and adjusted cardiology equipment to maintain optimal functionality and diagnostic usefulness.
  • Helped physicians complete cardiac issues and peripheral vascular concerns by assisting with procedures such as pacemaker insertions and balloon angioplasties.
  • Employed specialized procedural knowledge and equipment to test and document patient cardiac activity.
  • Tracked findings of procedures such as EKGs using manual and automated recording devices.
  • Operated diagnostic imaging equipment to complete contrast-enhanced heart and cardiovascular system radiographs.
  • Updated subject matter knowledge by participating in educational opportunities and reading technical publications.
  • Conducted electrocardiogram, echocardiogram, phonocardiogram and stress tests by using electronic test equipment and recording devices.

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Resume Overview

School Attended

  • Rockville Jr-Sr High School
  • Indiana State University

Job Titles Held:

  • Agent Performance Manager/Call Center Supervisor
  • Recreation Leader
  • Correctional Casework Manager
  • Cardiac Surveillance Technician

Degrees

  • High School Diploma
  • Bachelor of Science

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