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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 CurrentCall Center ManagerTransdevna | 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 08/2020Call Center ManagerTransdevna | 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 11/2019Call Center SupervisorAspen 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 04/2018Sales and Customer Service Call Center SupervisorBel 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 / AdministrationUniversidad Católica del Táchira, , GPA:
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