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Jessica
Claire
resumesample@example.com
(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.

Skills
  • Performance improvements
  • Data collection and analysis
  • Process improvement
  • Schedule Coordination
  • Employee engagement
  • Staff Management
  • MS Office
  • Operational improvement
  • Customer service
  • Strategic Planning
Education
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 :
Certifications

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

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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

Degrees

  • Business Management
  • Criminal Justice

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