Livecareer-Resume
JC
Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Summary

A professional business mind with knowledge and experience in Customer Service and Sales Management within Contact Center environment. Possess a wide vision using common sense as a first step to develop multiple tasks in a fast-paced environment providing outstanding performance, efficient and effective results, also applies strong analytical skills to prioritize assignments and handle problems

Skills
  • Microsoft Office (Word, Excel, Power Point, Outlook)
  • Fresh Desk expert
  • ADP payroll proficient
  • Paycom payroll proficient
  • Interpersonal skills
  • Reliable
  • Proactive
  • Avaya expert
  • Leadership skills
  • Management skills
  • Problem solving
  • Salesforce expert
Experience
08/2020 to Current Call Center Manager Transdevna | Windsor Locks, CT,
  • Collaborated with the implementation of the Commercial Call Center department
  • Developed and implemented sales strategies for the call center agents during OEP 2020
  • Achieved 1078 new patient enrollments during OEP 2020
  • Created process improvements, including new call center and commission-based pay plans.
  • Kept associate equipment organized and maintained in order to optimize team efficiency.
  • Developed quality assurance evaluations and standards and established targets for all the call center agents
  • Trained supervisors and agents in sales initiatives and realized 10% increase of new member acquisition rate within 1 month.
  • Identified reporting areas requiring immediate improvement and partnered with technical team support to implement more than 50 cases, boosting the team's occupancy by 20% and reporting accuracy by 40%
  • Recruited, hired and trained 40 employees for Commercial Call Center department.
  • Led team of 28 call center agents with 2 direct reports.
  • Established ambitious goals for the agents to promote achievement and surpass department targets.
  • Analyzed operations and market data to assess areas in need of improvement and capitalize on changing conditions.
  • Generated daily, weekly and monthly reports to assess performance and make adjustments.
  • Enhanced data collection accuracy by implementing Salesforce call disposition
  • Presented 2020 OEP and Q1 2021 results and lessons learned to the global CEO
11/2019 to 08/2020 Call Center Manager Transdevna | Phoenix, AZ,
  • Created process improvements, including new call center incentive pay plan.
  • Motivated and promoted team employees from within for key leadership roles.
  • Established strong and successful call center policies for employee actions and customer interactions.
  • Set and managed performance benchmarks for call center employees.
  • Developed quality assurance standards and established targets for all staff.
  • Eliminated process discrepancies, implementing continuous improvements for scheduling procedures across multiple client calendars.
  • Executed team building strategies to foster better customer service and promote positive and engaging environment for all.
  • Trained medical and operations staff in customer service initiatives and phone etiquette and realized 20% client retention rate within 2 months.
  • Identified estructure and processes areas requiring immediate improvement and rolled out agent call flow program, boosting productivity by 20%.
  • Recruited, hired and trained 5 employees for the customer service call center
  • Collaborated with the human resources department to improve the handbook policies
  • Reduced team AHT by 5% implementing new call center agent call flow
  • Reduced attendance dependability issues by 20%
  • Implemented estructure, monitoring and reporting of the Call Center KPIs
05/2018 to 11/2019 Call Center Supervisor Aspen Dental | Methuen, MA,
  • Enhanced team adherence scores by 5% between second, third and fourth quarters in 2018.
  • Maintained adherence above 92% during the first and second quarter in 2019.
  • Reduced team unplanned absenteeism hours by 3.4% between second, third and fourth quarters 2018.
  • Maintained team unplanned absenteeism below 3.1% during the first and second quarter in 2019.
  • Developed bi-weekly calibration sessions to have Quality Monitors/Job Coaches meet to identify quality
    standards across entire contact Center to ensure consistency among call quality observation scoring.
  • Developed/Mentored Team Leads in Leadership Qualities.
  • Implemented monthly lunch and learn huddles with the Customer Service Representatives team to reinforce
    quality performance.
  • Developed new applicant interview guide to ensure consistent hiring practices were followed.
  • Led interview process for ADP and Aerotek during second, third and fourth quarters in 2018.
  • Actively managed real time queues to ensure calls were handled in a quick and efficient manner.
  • Actively utilized all available resources to ensure call KPI’s were meet on a daily basis.
  • Created and published Qlik report for Miami office to track agent, department and team performance
    compared to goals.
  • Maintained attendance timecards and preparing weekly payroll input.
  • Achieved promotion of eight team members through delegation, mentoring and coaching for professional
    development.
  • Received Certificate of appreciation for outstanding performance as a contact center supervisor.
  • Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
05/2016 to 04/2018 Sales and Customer Service Call Center Supervisor Bel USA - Discountmugs.com | City, STATE,
  • Managed more than twenty five (25) call center agents in the Sales department for DiscountMugs division.
  • Insured implementation of call center policies, operations and performance standards were understood and followed by agent.
  • Developed process efficiencies to improve quality, moving my team's quality performance from 89% to 95%.
  • Evaluated the agents monthly performance and prepared process improvement recommendations for the sales agents that were underperforming.
  • Implemented weekly huddles with the team to reinforce performance and teamwork.
  • Maintained attendance timecards and preparing weekly payroll input.
  • Delivered and monitored training to the agents in all aspects of Fresh Desk Chat tool to ensure the proper handling and timely processing of incoming chats and tickets.
  • Met and/or exceeded KPIs such as AHT, sales goal, customer satisfaction and internal quality monitoring through weekly development.
  • Assisted in designing Sales incentive programs, increasing the Chat Team sales by 65% in 1 year.
  • Analyzed statistical call center metrics and reports, identified areas to improve, implemented measures that improved service levels and achieved team objectives.
  • Actively managed real time queues to ensure calls and chats were handled in a quick and efficient manner.
  • Addressed and mitigated escalated situations to meet organizational objectives and drive customer satisfaction ratings.
  • Coached staff on strategies to enhance performance and improve customer relations.
  • Assessed team member performances, delivering one-on-one coaching to promote better service.
Education and Training
Expected in B.S | Business Administration, Marketing Management / Administration Universidad Católica del Táchira, , GPA:

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Resume Overview

School Attended

  • Universidad Católica del Táchira

Job Titles Held:

  • Call Center Manager
  • Call Center Manager
  • Call Center Supervisor
  • Sales and Customer Service Call Center Supervisor

Degrees

  • B.S

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