call center coordinator resume example with 14+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - - -
Professional Summary

Results-driven Call Center Manager focused on developing and leading exceptional call center teams. Motivational leader with a strong record of success in the field.

Knowledgeable about overseeing schedules, administration and training. Hardworking and detail-oriented team leader experienced in call center environments, customer service management and team leadership.

Accomplished in improving customer satisfaction, increasing quality and reducing call times with hands-on leadership of call center employees. Evaluates staff performance against forecasted trends and makes proactive adjustments to policies and procedures.

Outgoing with experience overseeing multiple tasks and managing employees successfully. Hardworking professional committed to providing outstanding customer service and assistance.

Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.

  • Productivity Standards
  • Performance improvements
  • Scheduling
  • Strategic planning
  • Bookkeeping
  • Workflow planning
  • Microsoft Office
  • Good telephone etiquette
  • Credit and collections
  • Documentation and control
  • Quality controls
Work History
01/2013 to 10/2018
Call Center Coordinator Cardinal Services, Inc. Logansport, IN,
  • Established and oversaw performance targets for call center associates.
  • Maintained call center equipment in good working order to maximize productivity.
  • Assisted in gathering facts and documents utilized during sales process.
  • Determined quality assurance benchmarks and set standards for improvement.
  • Established relationships and touch points with clients to promote retention.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Achieved all specific team objectives and collection activity.
  • Developed highly-efficient administrative team through ongoing coaching and professional development opportunities.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
  • Drove implementation of CAT program created by me on excel software to automate call center representative daily operations.
  • Managed supervisor itinerary and appointments and streamlined scheduling procedures.
  • Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
  • Kept high average of performance evaluations over weekly time-frame every month for evaluation.
  • Integrated logistic systems into company processes to improve operations and manage appointments.
  • Delegated tasks to support staff to organize and improve office efficiency.
  • Developed internal requirements which complied with company policies and standard operating procedures to minimize regulatory risks and liability across program.
  • Directed customer care across the whole call center to help representatives increase sales.
  • Developed and implemented customer care using CAT procedures to increasing training team productivity and accuracy.
01/2008 to 04/2012
Lead Tax Preparer Jackson Hewitt Tax Svc City, STATE,
  • Consulted with clients to assess and mitigate future tax liabilities and determine eligibility for tax abatement.
  • Delivered comprehensive tax documentation required for accurate individual and corporate returns.
  • Facilitated integration of modern tax software with client accounting software.
  • Maintained complete records of client tax returns and supporting documentation in secured areas.
  • Oversaw team of 5 tax professionals handling up to 800 clients per year.
  • Contacted IRS or other relevant government organizations on behalf of client to address issues related to tax self-preparation.
  • Provided information about available products and services to clients, resulting in increased business opportunities.
  • Prepared written responses or tax return amendments to resolve state and federal notices.
  • Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
  • Saved client money by uncovering eligibility for different types of qualifying credit (s) in example EIC.
  • Offered clients recommendations to reduce tax liabilities.
  • Completed and filed returns with tax departments at local, state and federal levels.
  • Conducted reviews of internal tax documentation, reducing errors related to missed tax benefits.
05/2003 to 04/2010
Banker 1 Wells Fargo Call Center City, STATE,
  • Upheld stringent bank standards for loans, money handling and legal considerations.
  • Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products and services.
  • Documented transactions and moved, deposited or withdrew money accurately to prevent errors.
  • Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse.
  • Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
  • Provided advice on different bank products and financial options.
  • Opened, closed and updated accounts for customers.
Expected in 01/1997 to to
Associate Of Applied Science: Architecture And Engineering
American Commercial College - Lubbock, TX
Expected in 05/1998 to to
Associate Of Applied Science: Computerized Accounting
International Business College - Lubbock - Lubbock, TX
Expected in 05/2021 to to
Associate Of Arts And Sciences: Sound Engineering
South Plains College - Levelland, TX
Expected in 05/2022 to to
Certification: Live Sound
South Plains College - Levelland, TX

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Resume Overview

School Attended

  • American Commercial College
  • International Business College - Lubbock
  • South Plains College
  • South Plains College

Job Titles Held:

  • Call Center Coordinator
  • Lead Tax Preparer
  • Banker 1


  • Associate Of Applied Science
  • Associate Of Applied Science
  • Associate Of Arts And Sciences
  • Certification

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