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call center manager resume example with 13+ years of experience

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

Diligent Leader with over 15 years of experience maintaining seamless business operations. Smoothly administers budgets, trains staff and monitors procedures to maximize efficiency and balance objectives with operational requirements. Exceptional inventory management, and vendor negotiation skills.

Skills
  • Hands-on Leader
  • Partner Relationship management
  • Project planning and coordination
  • Issue and conflict resolution
  • Employee motivation
  • Team management
  • Training and Development
  • Training curriculum development
  • Training video creation
  • Process Improvement
  • Workflow diagraming
  • Salesforce CRM
  • Oracle Siebel CRM
  • NetSuite
  • Cloud telephony (8x8, FIVE9)
  • Workforce Management Systems
  • Quality Management software - Call Center
  • IVR design
  • Microsoft Office
  • Googledocs
  • Point of sale systems
  • Proficient in mixology
  • Anticipating guest needs
  • Outstanding customer service
  • Safe serving knowledge
  • Outgoing personality
  • Courteous
  • Food service
  • Organizational ability
  • Maintaining a clean bar
  • Balancing the cash register
Experience
03/2021 to Current
Call Center Manager Brightree Brentwood, TN,
  • Leadership for CA COVID-19 Rent Relief Program.
  • Manage day to day operations of fully remote workforce providing services to landlords and tenants who are applying for the program.
  • Reporting on key metrics and quality regularly to our client – State of California.
  • Agent Training curriculum development and delivery of training.
  • Quality call program created and implemented with agent feedback weekly.
  • Subject matter expert - Workforce Management Software
  • Set and managed performance benchmarks for call center employees.
  • Developed quality assurance standards and established targets for all staff.
  • Coordinated work of 27 employees by offering clear direction and motivational leadership.
  • Reviewed employee performance every week and delivered constructive feedback to improve weaknesses.
  • Oversaw workforce schedules and allocated resources in collaboration with Supervisors in order to achieve project goals.
  • Spearheaded training initiatives to improve employee performance and bottom-line business results.
06/2020 to Current
Bartender Cheddar's Fort Worth, TX,
  • Managed bar area during my shifts including cocktail design and customer relationships.
  • Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
  • Maintained knowledge of bar and menu options to prepare drinks and make food recommendations.
  • Confirmed customers' ages for alcohol service and discontinued service to intoxicated guests.
  • Kept track of bar tabs and cashed out patrons at shift end.
  • Poured wine, beer and cocktails for patrons.
  • Monitored bar inventory and promptly restocked low items before depletion.
  • Measured and mixed house ingredients to prepare custom drink orders.
  • Carefully inspected identification of customers to verify age requirements for purchase of alcohol.
02/2020 to 01/2021
COMMUNITY ALLIANCES DIRECTOR Cheddar's Fredericksburg, VA,
  • Responsibilities include.
  • Build B2B relationships with California Regional Centers.
  • Relationship management with partnered Regional Centers and become vendors or courtesy vendors for the remaining California Centers.
  • Train Regional Center staff to utilize the MedicAlert Partner portal.
  • Creation of training videos for partner use.
  • Development of sales, service and on boarding playbooks for the regional center partners.
  • Owned marketing campaigns from initial scope through execution and refinement.
  • Developed, maintained and deepened strategic partnerships with agencies, vendors and California Regional Center leaders.
  • Improved Regional Center Partnerships segment by 83% in 10 months.
  • Improved CA Regional Center client renewals by 68% in 10 months resulting in an additional $765k in membership revenue.
03/2018 to 06/2020
Bartender Eproson House City, STATE,
  • Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
  • Maintained knowledge of bar and menu options to prepare drinks and make food recommendations.
  • Trained new bartenders on drink preparation and upselling techniques.
  • Stayed up-to-date on latest mixology trends, bar equipment and sanitation standards.
  • Maintained list of ride services for inebriated customers.
  • Poured wine, beer and cocktails for patrons.
  • Kept track of bar tabs and transferred open tabs to dining area for wait staff.
  • Measured and mixed house ingredients to prepare both custom and menu drink orders.
  • Neatly sliced and pitted fruit or garnishing drinks.
  • Arranged bottles and glasses behind bar to make attractive displays.
  • Confirmed customers' ages for alcohol service and discontinued service to intoxicated guests.
05/2007 to 02/2020
Director of Operations/VP of Operations MedicAlert Foundation City, STATE,
  • Management of multi-channel Contact Center for Customer Service/Sales (phones, email, chat, mail order).
  • Metrics driven decision making daily review of all KPIs.
  • Setting Goals and Performance Expectations consistent with Strategic Goals of the Organization.
  • Management of 24/7 Emergency Response Team covering US and Canada.
  • Management of in-house manufacturing Team, including workflows, processes and inventory management
  • Planned daily operational strategies, including team workflows
  • Improved training to reduce knowledge gaps and eliminate performance roadblocks.
  • Estimated materials and labor requirements to complete jobs within budgetary and timeline requirements.
  • Generated reports to assess performance and adjusted workflows to realign with targets.
  • Assigned work to employees based on project requirements and individual team member strengths.
  • Facilitated HR operations, including strategic workforce planning, performance management, and staffing.
  • Accurately managed shipment processing, providing direction to associates and overseeing inventory activities
  • .Monitored inventory levels on weekly basis and placed new orders for merchandise to keep supply well-stocked.
  • Spearheaded launch of internal Quality Assurance program, including project management from concept to completion.
  • Collaborated with CFO to effectively manage $2.3M annual budget.
  • Recruited and hired individuals demonstrating passion, dedication and added value to team.
  • Motivated employees to share ideas and feedback.
  • Conducted staff evaluations and determined promotions and realignments or reductions in workforce.
  • Trained, managed and motivated employees to promote professional skill development.
  • Implemented effective customer service surveys to encourage feedback.
Education and Training
Expected in 03/2018 to to
Bachelor of Science: business administration & management
University of Phoenix - Salida, CA,
GPA:
Expected in 04/2009 to to
Certified Call Center Manager:
ICMI - ,
GPA:
Accomplishments
  • Call center BPO projects.
  • Design and implementation of Quality Assurance program.
  • Manage Voice of the customer program.
  • Quarterly Call Calibration Sessions.
  • Workforce Management/scheduling.
  • Agent Training program design for new agents and ongoing professional development training, training curriculum development.
  • Member/Customer Retention.
  • Designing Member/ Customer Journeys.
  • Call center script development.
  • IVR design / voice talent.
  • Manage Light Manufacturing Department.
  • Manage Supply Chain relationships/ Vendor Relations.
  • Manage Product Quality Issues.
  • Project Management.
  • Continuous Process Improvement.
  • B2B sales, vendor acquisition and account management.
  • Non-Profit Organization Management.

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Resume Overview

School Attended

  • University of Phoenix
  • ICMI

Job Titles Held:

  • Call Center Manager
  • Bartender
  • COMMUNITY ALLIANCES DIRECTOR
  • Bartender
  • Director of Operations/VP of Operations

Degrees

  • Bachelor of Science
  • Certified Call Center Manager

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