(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].

  • 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
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


  • High School Diploma
  • Bachelor of Science

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

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