Call Center Coach Resume Example

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Jessica Claire
Montgomery Street, San Francisco, CA 94105
Home: (555) 432-1000 - Cell: - - -

Diplomatic Customer Service professional versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty.

  • Call center operations experience
  • Inbound phone call management
  • Call controlling
  • Answering inbound calls
  • Outbound calling
  • Call transfers
  • Teacher coaching
  • Call and complaint investigation
  • Employee coaching
  • Call screening
  • Follow-up calls
  • High-volume call reception
  • Improvement recommendations
  • Quality assurance controls
  • Professional telephone voice
  • CPR certified
  • Administrative support
  • MS Office
08/2018 to Current
Call Center Coach Neogen Corporation Memphis, TN,
  • Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
  • Preserved branding by enabling agents to service needs of domestic and international customers.
  • Compiled reports to help management enhance plans and make key operational decisions.
  • Drove customer escalations to resolution by engaging directly with customers.
  • Coached staff on strategies to enhance performance and improve customer relations.
  • Evaluated and authenticated returns, exchanges and voids.
  • Answered customer requests with friendly, knowledgeable service and support.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Optimized personnel coverage, preparing work schedules based on staff availability and forecasted demands.
01/2015 to 08/2018
Customer Service Supervisor Nrg Energy, Inc. Waukegan, IL,
  • Created training manuals targeted at resolving simple and difficult customer issues.
  • Developed open and professional relationships with team members, enabling better, more effective customer service.
  • Organized and managed sales center hiring, training and employee scheduling to maximize productivity.
  • Trained new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, customer needs analysis and overcoming objections.
  • Evaluated call center statistics to identify areas in need of improvement and devised proactive strategies to realign results with targets.
  • Answered customer requests with friendly, knowledgeable service and support.
  • Helped customers work within established systems to achieve desired results and maintain company loyalty.
11/2012 to 02/2015
Customer Service Representative Visa Oakland, CA,
  • Processed and sent monthly invoices to customers on standard billing cycle, including adjustments, credit memos and corrections.
  • Processed customer payments and set up payment plans.
  • Researched and resolved collections disputes to maintain customer relationships.
  • Recorded accurate customer orders utilizing company computer system.
  • Delivered top quality customer service in professional manner while managing multiple tasks.
  • Resolved customer complaints and fostered customer retention and loyalty.
  • Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction.
  • Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Strengthened team performance and productivity by training and inspiring team members.
05/2008 to 11/2012
HR Manager Costco Call Center City, STATE,
  • Inspected production areas to identify and correct unsafe or unauthorized practices.
  • Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
  • Managed pre-inspections, site supervision, site measurements, scheduling and equipment management.
  • Implemented process improvements based on identification of productivity or quality issues.
  • Recruited, hired and trained crew members on application of projects, customer relations and customer service.
  • Implemented policies and standard operating procedures and managed quality, customer service and logistics to implement improvements.
  • Strengthened operational efficiencies by developing organizational filing systems for invoices, customer orders and contract records.
  • Enforced security policies and procedures to protect company assets from theft, loss or damage.
  • Evaluated and processed shift reports to assess metrics and make proactive adjustments to future plans.
Education and Training
Expected in 06/1972
High School Diploma:
Citronelle High School - Citronelle, AL

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Resume Strength

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  • Measurable Results
  • Personalization
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  • Target Job
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Resume Overview

School Attended
  • Citronelle High School
Job Titles Held:
  • Call Center Coach
  • Customer Service Supervisor
  • Customer Service Representative
  • HR Manager
  • High School Diploma

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