(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Professional Summary

Accomplished in improving caller 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.

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.

  • Performance improvements
  • Data collection and analysis
  • Process improvement
  • Schedule Coordination
  • Employee engagement
  • Staff Management
  • MS Office
  • Operational improvement
  • Customer service
  • Strategic Planning
Southern New Hampshire University Hooksett, NH Expected in 06/2016 Business Management : Business Management - GPA :
Hesser College Manchester, NH, Expected in 06/2012 Criminal Justice : Criminal Justice - GPA :

5s Certified from GBMP in process improvement

Work History
Chicago Lighthouse - Call Center Manager
Chicago, IL, 01/2020 - Current
  • Managed over 400 calls per day for NH State Medicaid
  • Established and oversaw performance targets for call center associates
  • Created clear and effective policies governing all aspects of employee work and interaction with Member's & Providers
  • Chaired weekly meetings with executive leadership to identify opportunities for improvement, establish milestones and tailor products to individual markets
  • Set aggressive targets for employees to drive company success and strengthen motivation
  • Performed forecasting to identify necessary changes in staffing to exceed SLA requirements
  • Prepared daily daily call center reporting and trend reports to assist business leaders with key decision making and strategic operational planning
Chicago Lighthouse - Call Center Manager
Chicago, IL, 03/2017 - 01/2020
  • Responsible for the daily operations of privately owned, internal medicine practice comprised of 3 clinic sites
  • Oversight of all 25 administrative personnel who support the Call Center, Front Desk, Referrals, Billing and Health Information Management departments
  • Worked with the re-structuring and implementation of new front-office procedures to improve patient flow and quality patient care
  • Collaborate with 20 Family Medicine providers to deliver quality care to over 12,000 patients and their families
  • Managed scheduling for entire practice and 2 satellite offices
  • Lead oversight and developed the newly formed call center to include standardized scripting, reporting, real-time dashboard generation, and flex coverage when necessary
  • Worked collaboratively with Village MD, a national MSO to improve population health efforts for our 12,000+ patients
Deckers Outdoor Corporation - Assistant Call Center Manager
Paramus, NJ, 01/2016 - 03/2017
  • Established call center procedures to meet required SLA’s
  • Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews
  • Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs
  • Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
  • Prepares call center performance reports by collecting, analyzing, and summarizing data and trends
  • Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies
  • Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
  • Be available and motivated to improve the entirety of the team's operations
  • Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc
  • Motivate and encourage agents through positive communication and feedback
Adt Security Services, Inc - NOC Analyst
Columbia, SC, 03/2014 - 11/2016

· Use workforce management software and contact volume history to help manage intra-day staffing levels and to determine the most effective methods for staffing adjustments

· Utilize systems to observe actual state compared to scheduled state

  • Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
  • Manage real-time inbound traffic to help ensure that service levels are met
  • Support the preparation of ad hoc analysis
  • Track vacation time, CME usage, and state licensure
  • Monitor systems to of potential outages or degradation of service
  • Assess/Support customer escalations

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy


Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

How this resume score
could be improved?

Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:


resume Strength

  • Formatting
  • Length
  • Personalization
  • Strong Summary
  • Target Job

Resume Overview

School Attended

  • Southern New Hampshire University
  • Hesser College

Job Titles Held:

  • Call Center Manager
  • Call Center Manager
  • Assistant Call Center Manager
  • NOC Analyst


  • Business Management
  • Criminal Justice

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in: