call center manager resume example with 8+ years of experience

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

Sales Specialist and Communications Expert with over 7 years in inside and outside sales, business-to-business, and customer service sales. Proficient in remotely closing deals using email, phone calls, Zoom appointments, and face-to-face meetings. Computer savvy and well versed in using multiple software tools (CRM, SMS and email campaigns and follow-up workflow systems, lead search and skip trace contact data, lead generation streamline, KPI reports, sales engagement, and AI) as well as prospecting for clients, building long -term business relationships and, and permanently closing. Cultural Entrepreneurial Mindset and Extremely coachable, always learning, and working on self-development with a business owner mindset. Regularly finding the most efficient and convenient methods to complete tasks and accomplish goals. Self-motivator and disciplined to complete the job as an individual but also in search to build and learn together as a team with a growth-driven company. With a background in the oil and gas industry, well-versed in leadership, managing a crew and holding daily huddle meetings, going over project processes and procedures, operating tools, and heavy well-testing equipment. Ability to work effectively in challenging environments.

  • Professional Skills:
  • Superb Communication Acuity
  • Expert Sales Negotiator and Closer
  • Network Relations Builder
  • Systems and Software Tools
  • Prospect and Lead Generator
  • Mentoring and Coaching
  • Computer Skills
  • Data Entry
  • Problem Solutionist
  • Customer- Relations
  • Detail- Oriented
  • Sales and marketing
Work History
Call Center Manager, 07/2022 to Current
Freedom MortgageMinneapolis, MN,
  • Providing timeshare cancellation services for folks that want out of their resort agreement
  • Supervised, and trained call representatives for prospecting clients seeking to exit timeshare
  • Set up 5-7 daily calendar appointments for field reps to consult clients and close sale
  • Setting clear goals for each employee's expectations, answering over 200 calls, booking appointments, tracking progress
  • Worked alongside each call rep to reach 2-3, appointments daily, to convert into sales
  • Cultivating long-term client relations using CRM follow-up system for lead conversion
  • Tracking scheduling for appointment dates and cancellations using Google Calendar
  • Collected and analyzed call center statistics, sales rates, customer call appointments metrics
  • Established and oversaw performance targets for call center associates
  • Led daily team meetings to review performance, set targets and motivate staff
  • Provided real-time coaching, guidance, feedback to customer service agents to achieve development goals
  • Resolved escalated customer issues promptly and professionally to maintain satisfaction
  • Evaluated employee performance and conveyed constructive feedback to improve skills
  • Defined clear targets and objectives and communicated to other team members
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers
Customer Representative, 05/2019 to 12/2020
Fifth WallIrvine, CA,
  • Answering 100 calls per day at high volume pace, engaging with customers in sincere and friendly manner
  • Assessed customer's account information for validation and security for customers' privacy protection
  • Identified customer needs and presented insurance product coverages on specifications and preferences
  • Worked successfully with diverse group of coworkers to accomplish goals and reach team metrics
  • Regularly met all metrics and goals and frequently exceeded monthly sales
  • Managing AT&T clients' insurance claims nationwide, in Puerto Rico and Hawaii
  • Used critical listening to break down problems, evaluate solutions, and make recommendations options
  • Resolving all customer complaints in professional manner, while processing mobile device replacements
  • Client consulting, upselling insurance upgrades multi coverages for mobile and home devices
  • Worked with management to coach and mentor new associates with training, core values, positive culture

Field Operator, 04/2015 to 10/2017
Berry Petroleum CorporationBakersfield, CA,
  • Committed to working efficiently to maintain oil gas facilities running at optimal high-producing wells
  • Coordinate daily work strategies, and follow oral and written instructions to properly complete job tasks
  • Manage over 35 wells, documented daily production using data application, and submit timely reports
  • Operated several types of heavy and high-pressure equipment, separator gas-lift, compressors, heaters
  • Monitor daily inspections on productions equipment, flow lines for gas, fluid leaks, and safety shut-ins
  • Effective communication skills in reporting any damaged equipment, production spills to supervisor
  • Attended all safety meetings, and certifications, utilized techniques learned to avoid mishaps on job
  • Watched meters and gauges for information about temperature, pressures, gas flow through systems
  • Complied in full with company and customer health, safety environmental practices for maximum protection
  • Maintained efficient systems to meet daily goals for gas, oil, water production
  • Documented daily production using applications, produced timely reports
  • Watched meters and gauges for information about temperature, pressure and gas flow through system
  • Maintained company equipment assets with regular maintenance, cleaning and repairs
  • Supported other crew members by carrying supplies, tools equipment to job locations
  • Complied in full with company and customer health, safety environmental practices for maximum protection
  • Monitored pumps and flow lines for gas and fluid leaks
  • Maintained efficient systems to meet daily goals for gas, oil, water production
  • Performed cleaning, repair maintenance activities to keep equipment functionally safe
Well Tester, 02/2011 to 02/2015
Express EnergyCity, STATE,
  • Maintain company equipment assets with regular inspection, maintenance, repairs, and cleaning
  • Led team in delivery of equipment and service to job location on time for project meeting
  • Attended all safety meetings, and certifications, utilized techniques learned to avoid mishaps on job
  • Preformed rigging-up of iron pipe, valves, safety restraints and valves, mobile production equipment
  • Test wells to determine production rates identified problems and implemented corrective action
  • Collaborated with operators and field hands managing daily operations for, tools, supplies, repairs needed
  • Attention to windsock mustering safety areas, testing H2S monitors, and pulling gas, oil, water samples
  • Gagging oil and water production tank on hourly calculation for measuring barrels per hour
  • Professional Development
  • Executed resolutions to keep well maintained and productive with minimal downtime
  • Operated oil and gas well equipment for proper positioning for each stage of operation.
  • Completed and filed equipment maintenance reports, job history cards, equipment status cards
  • Completed daily reports inputting data into production software
  • Tracked daily consumables and operational anomalies to report to supervisor
  • Chaired pre-job, toolbox meetings prior to well test operations on-site to communicate job tasks, conduct safety briefings
  • Prepared samples of oil, groundwater, gas tubes to be shipped to contracted laboratories.\
  • Operated testing equipment correctly to consistently obtain accurate results.\
High School Diploma: , Expected in 06/1994 to Jersey Village High School - Houston, TX
Certificate : Audio Engineering Recording Technology , Expected in to Houston Community College - Houston, TX

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Resume Overview

School Attended

  • Jersey Village High School
  • Houston Community College

Job Titles Held:

  • Call Center Manager
  • Customer Representative
  • Field Operator
  • Well Tester


  • High School Diploma
  • Certificate

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