call center analyst resume example with 5+ years of experience

(555) 432-1000,
Montgomery Street, San Francisco, CA 94105

I have 8 years of experience in helpdesk, EAP systems, call center operation, and virtual support. I am thrilled to bring my proven skills and customer enthusiasm. Additionally, I have 6 years in sales experience & 10 years in incident management, escalations, business process analysis, and team training. I am thrilled to collaborate with cross-functional teams in Product, Engineering, and IT to help scale your operation and improve the Service Desk efficiency ,business analysis, risk, fraud, collections, and payment technology.

  • Incident Management
  • Service Desk Management
  • POS Systems
  • End User Support
  • Enterprise Systems
  • Project Management
  • Microsoft Office Suite
  • ZenDesk
  • Jira
  • Remedy
  • ServiceNow
  • Adobe
  • Repayment Negotiations
  • Collections Regulatory Guidelines
  • Aged Account Reporting
  • Product Support
  • B2B
  • Zendesk
  • Troubleshooting
  • Al Chatbot
Education and Training
The University of Tampa Tampa, FL Expected in 07/2025 Bachelor of Science : Business Economics - GPA :
Florida State University Tallahassee, FL Expected in 05/2023 Master of Science : Business Administration - GPA :
University Of Minnesota - Call Center Analyst
, , 10/2021 - 04/2023
  • Provides customer support by phone, email, or instant message to consumers. Serves as primary contact for inbound customer issues.
  • Escalates highly technical product-related issues to the proper Product
    Support department and Tier 3 help desk agents.
  • Oversee and manage daily operational and administrative tasks
  • Maintains an active presence in the Call Center and is a role model by leading by example to both associates and as a representative of
    DIRECT in the local community.
Manitowoc - Online Customer Sales Agent
, , 09/2017 - 01/2022
  • Process daily payment transactions of $20,000+ to exceed daily revenue targets and meet reconciliation targets.
  • Book appointments for cellular devices and troubleshooting for commercial and residential members.
  • Engage stakeholders and maintain working business relationships with clients and internal support teams to enhance workflows and improve customer experience.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Built and deepened relationships with account representatives to support long-term company objectives.
  • Documented customer correspondence in CRM to track requests, problems and solutions.
Tmoblie - Sr. Collections Agent
, STATE, 05/2018 - 04/2020
  • Updated account status records and collection efforts.
  • Identified past due accounts and contacted account holders to arrange payment.
  • Created repayment plans based on account holders' financial status and repayment abilities.
  • Analyze data reports using Google Sheets, Excel, and internal database storage systems.
  • Manage customers with past due accounts less than 30 days old to optimize loss prevention and revive positive account statuses.
  • Processed payments and refunds quickly to maximize efficiency and meet performance targets.
  • Upheld privacy and security requirements for customer information.
  • Monitored accounts to identify overdue payments and pursue timely remedies.

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Resume Overview

School Attended

  • The University of Tampa
  • Florida State University

Job Titles Held:

  • Call Center Analyst
  • Online Customer Sales Agent
  • Sr. Collections Agent


  • Bachelor of Science
  • Master of Science

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