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AAA Oregon/Idaho - Call Center Manager Resume Example

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CALL CENTER MANAGER
Summary

Seasoned Customer Service Manager with nineteen years of experience in managing all aspects of call center/customer service industry including vendor and employee relations, development of representatives, employee recognition, continuous quality improvement and personnel management.


Highlights

Customer Relations/Customer Satisfaction

Personnel Training and Development

Team Building

Human Resource Management

Interpersonal Communications

Project Development and Implementation

Recruiting and Hiring Initiatives

Financial and Resource Analysis and Reporting
Accomplishments

Exceeded corporate target for customer satisfaction for 11months straight while achieving corporate Key Measurement Initiatives.

Employee Of The Year in 1997 and 2009



Experience
Call Center Manager 09/2012 to 05/2013 AAA Oregon/Idaho Lake Oswego, Oregon
  • Development of 14 Call Center subordinates with daily monitoring and coaching for an employee base exceeding 100 + agents.
  • Monitored and develop strategies to improve Average Handle Time, Compliance, Member Satisfaction Surveys, Education, Training, and Development.
  • Maintain daily operational goals, highest level of customer service and desired financial goals.
  • Created recognition programs that helped motivate and encourage agents to achieve desired goals.
  • Performance analysis on member satisfaction, KMI and other performance measurements to upper management and corporate headquarters.
  • Human resource accountability to staff in excess of 100 agents.
  • Interviewing and hiring of potential agents.
  • Monitor and manage Workforce scheduling to ensure generated/planned volume is consistent with staffing levels.
Call Center Manager 02/2007 to 06/2012 AAA Southern California Burbank, California
  • Development of 21 Call Center subordinates with daily monitoring and coaching for an employee base exceeding 150 + agents.
  • Monitored and develop strategies to improve Average Handle Time, Compliance, Member Satisfaction Surveys, Education, Training, and Development.
  • Maintain daily operational goals, highest level of customer service and desired financial goals.
  • Created recognition programs that helped motivate and encourage agents to achieve desired goals.
  • Performance analysis on member satisfaction, KMI and other performance measurements to upper management and corporate headquarters.
  • Managing 17 Contracted Tow/Locksmith providers for the Emergency Roadside Service unit located on four of the Hawaiian Islands to include Oahu, Maui, Big Island and Kauai.
  • Maintain daily operational goals, highest level of customer service, and desired financial goals.
Logistics Manager 07/2004 to 10/2006 Target Inc Eagle Rock, California
  • Development of team from 50 to 100 representatives on building strong customer service skills, inventory control and replenishment, and adhering to company policies and standards.
  • Analysis and recommendations on improvement in inventory, shrinkage, sales, and overall KPI initiatives.
  • Managed vendor/contract relations to include inventory control, quality improvement, adhering to company directives, and the monitoring of product placement and profitability.
  • Supported Human Resource division by hiring, coaching, training, and personnel management for all associates.
Retail Area Manager/Employee Relations Manager 05/1990 to 07/2003 Universal Studios Inc Universal City, California
  • Utilized Leadership qualities to develop and manage 18 managers with an employee base of over 500 employees.
  • Oversee and Develop strategies and opportunities that increase sales for 21 retail establishments with a total annual revenue of 36 million.
  • Analyzed and monitored inventory, shrinkage, sales, and customer relation opportunities.
  • Headed up special projects teams for the department to include summer programs, park-wide events, and career focused affairs.
Education
M.A: Organizational Development and Leadership 2010 Azusa Pacific University Azusa, CA
B.S: Organizational Leadership and Development 2007 BIOLA University LA CA
Associates Degree: Business Administration 2003 Los Angeles Valley College Van Nuys, CA
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Resume Overview

Companies Worked For:

  • AAA Oregon/Idaho
  • AAA Southern California
  • Target Inc
  • Universal Studios Inc

School Attended

  • Azusa Pacific University
  • BIOLA University LA
  • Los Angeles Valley College

Job Titles Held:

  • Call Center Manager
  • Logistics Manager
  • Retail Area Manager/Employee Relations Manager

Degrees

  • M.A : Organizational Development and Leadership 2010
    B.S : Organizational Leadership and Development 2007
    Associates Degree : Business Administration 2003

Where can I find a AAA Oregon/Idaho Call Center Manager resume example in Wilsonville, Oregon ?

This is an actual resume example of a Call Center Manager who works in the Call Center Industry. LiveCareer has 204620 Call Center resumes in its database. LiveCareer’s Resume Directory contains real resumes created by subscribers using LiveCareer’s Resume Builder.

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