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ASSISTANT CALL CENTER MANAGER Resume Example

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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 AUTHORITY Houston, Texas ASSISTANT CALL CENTER MANAGER 05/2014 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 TECHNOLOGY Houston, Texas CUSTOMER SERVICE CALL CENTER MANAGER 08/2013 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 ATM Houston, Texas ACCOUNT SERVICE MANAGER 10/2007 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 CORPORATION Houston, Texas CALL CENTER CUSTOMER SERVICE MANAGER 10/1992 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: Speech Iowa State University, Ames, IA, USA Speech
Associate of Arts: Sociology Iowa Western Community College, Council Bluffs, IA, USA GPA: GPA: 3.1/4.0
Technical Education University of Houston, Houston, TX, USA GPA: 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
​​
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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

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