call center manager resume example with 7+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary

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.

Accomplished in improving customer 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.

Administrative leader offering experience prioritizing and delegating administrative tasks to drive goal achievement. Proficient in schedule coordination, resource allocation and office supply inventory management. Dedicated to training and mentoring top talent while cultivating a productive work culture.

  • Call Volume Analysis
  • Understanding Customer Needs
  • Data Entry and Maintenance
  • Call Center Operations
  • Responding to Difficult Customers
  • Sales and Upselling
  • Call Volume and Quality Metrics
  • Customer Standards Compliance
  • Building Customer Trust and Loyalty
  • Calm and Professional Under Pressure
  • Customer Data Confidentiality
  • Customer Retention Strategies
  • Call Transfers
  • Inbound and Outbound Calling
  • Credit Card Payment Processing
  • Answering Customer Questions
  • Customer Service and Assistance
Work History
Call Center Manager, 11/2020 - Current
Corvel Portage, IN,
  • 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.
  • Created clear and effective policies governing all aspects of employee work and interaction with customers.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Completed and processed write-off and close-out packages to ascertain accuracy of entries and credits.
  • Leveraged deep knowledge and understanding of banking industry to handle customer inquiries with increasing complexity.
  • Reviewed and verified vendor completeness and compliance to rectify billing disputes and fraud cases.
  • Recommended products and services to meet customers' credit card and banking needs.
  • Developed and maintained tracking process for plastics and cardholder agreements to support business objectives and projected credit card volumes.
  • Generated reporting to aid leadership with information to determine future credit card goals.
  • Performed credit reviews on corporations to assess financial conditions.
  • Worked in tandem with sales team and customers to negotiate payments and verify account reconciliations.
  • Reviewed customer files on regular basis to make sure receivables were in sound condition.
  • Minimized accounts receivable collections and reconciled customer billings and statements.
  • Controlled credit exposure by providing financial order management support to minimize risk and obtain timely payment.
  • Made decisions and recommendations about extending lines of credit.
Sr. Customer Service Representative , 12/2017 - 11/2020
Avient Massillon, OH,
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Processed, scheduled and executed customer orders for new and established customers.
  • Researched and rapidly resolved client conflicts to maintain key accounts.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Monitored accounts for signs of fraud and non-payment issues.
  • Investigated and evaluated customers for creditworthiness and potential risk factors.
  • Reviewed and analyzed loan procedures.
  • Reduced past due balances and bad debt by coordinating collection efforts with customer service, sales and billing departments.
  • Attended ongoing professional training to facilitate accurate and productive credit management.
  • Performed semi-annual account credit limit reviews and credit increase review requests from financial service and sales teams.
  • Devised collection recovery strategies to resolve customer issues and delinquent cases.
  • Wrote and implemented standard operating procedures for credit personnel to achieve consistency in unit operations.
  • Maintained full knowledge of current regulatory environment and made proactive adjustments to meet changing requirements.
  • Provided resources and expertise for conversion, validation and training required for company-wide software updates.
Customer Service Professional, 09/2014 - 12/2017
Ceva Logistics U.S., Inc. Rocklin, CA,
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Received inbound customer calls related to credit and accounts receivable.
  • Worked with customers to answer questions, resolve disputes and research discrepancies.
  • Supported customers with invoices, statements and other basic questions.
  • Processed recurring automated payments and credit card payments.
  • Assisted with reconciliations and customer communications.
  • Monitored existing customer accounts for continued creditworthiness based on analysis of past performance and current information.
  • Maintained product details and protocols to comply with contracts and disclosures.
  • Generated reporting to aid leadership with information to determine future credit card goals.
  • Recommended products and services to meet customers' credit card and banking needs.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Associate In Business : Accounting And Business Management, Expected in 05/2026
University of Michigan - Ann Arbor - Ann Arbor, MI
Status -
High School Diploma : General Studies, Expected in 06/2015
East Kentwood High School - Grand Rapids, MI
Status -

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Resume Overview

School Attended

  • University of Michigan - Ann Arbor
  • East Kentwood High School

Job Titles Held:

  • Call Center Manager
  • Sr. Customer Service Representative
  • Customer Service Professional


  • Associate In Business
  • High School Diploma

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