ASSISTANT CALL CENTER MANAGER Resume Example HARRIS COUNTY TOLL ROAD AUTHORITY

ASSISTANT CALL CENTER MANAGER

Summary

Innovative Customer Service Manager who effectively executes process changes to improve operational efficiency. Results-oriented with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements.

Highlights

Meticulous attention to detail
Client relations specialist
Conflict resolution techniques
Team Management

Talent development
Persuasive
Focused on customer satisfaction

Accomplishments

FedEx Manager Excellence Award Winner for FY95, FY98, FY99 and FY2000
FedEx National Call Center Manager of the Year for FY00
FedEx Star Award recipient for outstanding performance FY97
Consistent Top 10% Manager of 200 Managers Nationwide on Scorecard Productivity - FedEx
Successfully implemented Nesting Program lowering Attrition by nearly 15% - General Dynamics
Raised ATM Uptime nearly 5% increasing revenue of $394,000 per year - Cardtronics
Improved Saturday Customer Service Levels and Productivity saving over $137,000 quarterly - FedEx

Professional Experience

HARRIS COUNTY TOLL ROAD AUTHORITYHouston, TexasASSISTANT CALL CENTER MANAGER05/2014 to 06/2016

Direct 10 Supervisors and up to 200 Customer Service personnel on Performance, Accuracy in Information and Promotion of Toll Road Policies and Procedures
Instrumental in developing performance improvement ideas and creating an atmosphere focused on improving productivity
Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives, saving the company nearly $200,000 per year
Improved Call Center performance/service levels
Provided detailed monthly departmental reports and updates to senior executive management
Routinely prepared and evaluated CRM reports to identify problems and areas for improvement

GENERAL DYNAMICS INFORMATION TECHNOLOGYHouston, TexasCUSTOMER SERVICE CALL CENTER MANAGER08/2013 to 05/2014

Direct the performance of 10 Supervisors and 200 employees' on Affordable Care Act
Routinely prepared and evaluated CRM reports to identify problems and areas for improvement
Effectively communicated with team members to maintain clearly defined expectations. Support Training, HR and Workforce Management departments
Provide leadership to Call Center Supervisors and other professional staff
Analyze Call Center performance and contract initiatives and work within assigned Budget
Lowest attrition rate on site at 5% and Top 10% in Call Quality Monitors

CARDTRONICS WORLDWIDE ATMHouston, TexasACCOUNT SERVICE MANAGER10/2007 to 02/2013

Monitor critical ATM performance and ensure service levels are being exceeded
Statistical analysis using Excel, Access, IE Manager, Windows, Core, Great Plains, resulting in profitability for both Merchant and Cardtronics by $15,000-$20,000 monthly
Review Contracts, Accuracy of Monthly Fee Settlement Reports, and Review Accounts.
Increased uptime of ATM's by 3% and increased revenue to the company over $200,000 and increased customer satisfaction
Developed rapport with the customer base by handling difficult issues with professionalism
Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.

FEDEX CORPORATIONHouston, TexasCALL CENTER CUSTOMER SERVICE MANAGER10/1992 to 12/2003

Manage Call Center performance with clearly stated goals and expectations
Monitored the daily activities of 3 customer support teams
Analyze call quality and other statistics/metrics, customer satisfaction results, and work flow
Develop action plans aimed at improving individual, team and overall Call Center Performance
Partner with Workforce Management to assess staffing needs and assign overtime and shift variances as needed
Monitor budget and operating metrics while diagnosing and improving processes, procedures, and performance
Participates in regular P&L reviews to ensure that budgets are met

Education

Bachelor of Arts:SpeechIowa State University, Ames, IA, USASpeech

Associate of Arts:SociologyIowa Western Community College, Council Bluffs, IA, USAGPA: GPA: 3.1/4.0

Technical EducationUniversity of Houston, Houston, TX, USAGPA: GPA: 3.3/4.0

Skills

ATM, Avaya, Budgets, Budget, Call Center, Cisco, Coach, Contracts, Customer Relations, Customer Relations, Customer Satisfaction, Customer Service, Employee Relations, Financial Reports, Great Plains, HR, Leadership, Access, Excel, Outlook, PowerPoint, Windows, Word, Monitors, Process Improvement, Promotion, Quality, Real Time Adherence, Sales, Staffing, Statistical Analysis

Additional Information

Management Principles I and II
Diversity in the Workplace
Managing Unions in the Workplace
Help facilitate Blood Drives
Enjoy Sports and Family

Resume Overview

Companies Worked For:

HARRIS COUNTY TOLL ROAD AUTHORITY
GENERAL DYNAMICS INFORMATION TECHNOLOGY
CARDTRONICS WORLDWIDE ATM
FEDEX CORPORATION

School Attended

Iowa State University
Iowa Western Community College
University of Houston

Job Titles Held:

ASSISTANT CALL CENTER MANAGER
CUSTOMER SERVICE CALL CENTER MANAGER
ACCOUNT SERVICE MANAGER
CALL CENTER CUSTOMER SERVICE MANAGER

Degrees

Bachelor of Arts : Speech
Associate of Arts : Sociology
Technical Education

ASSISTANT CALL CENTER MANAGER Resume Example

Resume Score: 100%

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