assistant call center manager resume example with 4+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
:
Summary
Cheerful and upbeat professional with history of exceeding customer service expectations. Calm and composed in stressful situations and capable of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions.
Skills
Credit card payment processing
Report creation
Schedule mastery
Process optimization
Data evaluation
Senior leadership support
Route management
Quality control
Sales expertise
Business development understanding
Adaptive team player
Inbound and outbound calling
High-energy attitude
Call center experience
Experience
Assistant Call Center Manager, 01/2015 - 12/2019 Deckers Outdoor Corporation – Ventura, CA,
Ran daily reports to assess performance and make proactive adjustments.
Enhanced data collection accuracy by preparing, authoring and updating communications and policy memorandums.
Recruited, hired and trained new employees, including monitoring and review of individual performance.
Addressed internal and customer-related issues each day and affected strategic resolutions.
Set and administered annual operating budget, consistently maintaining controls and preventing overages.
Coordinated, led and executed brand training presentations for trade or trend shows and new partners to generate and drive product awareness and sales.
Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
Interacted with prospects and customers at various events, including trade shows, seminars and workshops.
Extended existing customer relationships through extensive communication and tried-and-true marketing strategies.
Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.
Managed day-to-day operations, including supervision and assignment delegation for 20 member team.
Communicated store policy violations to upper management to prevent shrinkage and misconduct.
Directed schedule of weekly projects and anticipated timelines for milestones and completion dates.
Boosted sales volume by coordinating classes and workshops for major retailers and independent partners.
Met with each associate to establish realistic monthly sales goals.
Recruited, hired and trained 20employees for marketing and sales department.
Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
Established ambitious goals for employees to promote achievement and surpass business targets.
Completed thorough opening, closing and shift change functions to maintain operational standards each day.
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