LiveCareer-Resume

call center manager resume example with 7+ years of experience

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

Results-driven Call Center Manager focused on developing and leading exceptional call center teams who is hardworking, detail-oriented, experienced in call center environments, customer service management and team leadership.

Skills
  • Business development
  • Strategic planning
  • Staff management
  • Productivity and performance management
  • Forecasting
  • Data analysis, gap analysis, customer targeting and pivot table creation
  • Product development and project management
  • Corporate training and development
  • Recruiting and hiring
  • Policy and procedure development
  • Review of contracts
  • Coaching and mentoring
  • Desktop support
Work History
Call Center Manager, 10/2019 to Current
Ciocca DealershipsWest Chester, PA,
  • Established and oversaw performance targets for call center associates.
  • Developed quality employees within call center to take over leadership positions.
  • Determined quality assurance benchmarks and set standards for improvement.
  • Conducted performance reviews for all staff to reduce resolution times and improve customer satisfaction ratings.
  • Collected and analyzed call center statistics, including sales rates, costs and customer service metrics.
  • Created clear and effective policies governing all aspects of employee work and interaction with customers.
  • Established relationships and touch points with clients to promote retention.
  • Effectively managed assigned cases, collecting and documenting details as needed using LiveVox, KORE, Latitude, Azure and other client specific systems.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Delivered training for staff development, change management and materials, process and technical controls..
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Assistant Collections Manager, 03/2015 to 10/2019
Pivot BioBerkeley, CA,
  • Supervised staff of collectors, monitoring phone calls and letters.
  • Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
  • Researched accounts and completed due diligence to resolve collection problems.
  • Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
  • Followed prescribed scripts and maintained friendly but firm attitude with full knowledge of contractual requirements and legal remedies.
  • Generated and distributed current statements to customers.
  • Supervised invoice processing, purchase orders, expense reports, credit memos and payment transactions.
  • Contacted clients with past-due payments and actively monitored all payments due from clients.
  • Accessed credit records to evaluate customer credit histories.
  • Reviewed, researched and corrected discrepancies and customer concerns.
  • Contacted customers to discuss late payments and options for remitting amounts due.
  • Documented interactions in computer database and updated information.
  • Filed and addressed employee complaints in accordance with company policies and government regulations.
  • Facilitated successful internal and external audits through sound and thorough documentation.
  • Conducted investigations of customer accounts and payment histories.
Publications Manager, 08/2013 to 12/2013
Iterative Scopes Inc.Remote, OR,
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Supervised site investigations, reported issues and escalated those that required further assistance.
  • Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.
  • Established team priorities, maintained schedules and monitored performance.
  • Coordinated all companies, business executives and site leadership teams by interacting effectively and establishing communication best practices.
Bank Teller, 10/2012 to 05/2013
Smartfinancial, Inc.Greenville, SC,
  • Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
  • Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
  • Provided customer records on demand, including account statements and copies of checks.
  • Reconciled cash drawer and resolved discrepancies.
  • Logged cashier's checks and other transactions to maintain accurate account records.
  • Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
  • Recognized needs and referred to appropriate representative or line of business for cross-sell or service opportunities.
Education
: Music Education And Finance, Expected in to East Central University - Ada, OK
GPA:
: Music Performance, Expected in to Oklahoma City Community College - Oklahoma City, OK
GPA:
High School Diploma: , Expected in 05/2011 to Ada High School - Ada, OK
GPA:

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Resume Overview

School Attended

  • East Central University
  • Oklahoma City Community College
  • Ada High School

Job Titles Held:

  • Call Center Manager
  • Assistant Collections Manager
  • Publications Manager
  • Bank Teller

Degrees

  • Some College (No Degree)
  • Some College (No Degree)
  • High School Diploma

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