call center manager resume example with 11+ years of experience

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

Proficient in managing schedules, administrative functions and employee training. Disciplined and organized leader with a strong call center background focused on customer relations and team leadership.


  • Verbal and Written Communication
  • Team Building
  • Teamwork and Collaboration
  • Hiring and Training
  • Goal Setting
  • Recruitment and Hiring
  • Performance Updates
  • Productivity Benchmarks
  • Employee Motivation
  • Project Planning and Coordination
  • Time Management
  • Shift Scheduling
  • Human Resources Management
  • Customer Service
  • Process Improvement
  • Customer Relationship Management
  • Decision Making
  • Strategic Planning
  • Computer Skills
  • Interpersonal Relations
  • MS Office
  • Professional and Courteous
  • Good Judgment
  • Calm Under Pressure
  • Team Leadership
  • Problem Resolution
  • Employee Coaching and Motivation
  • Performance Evaluations
  • Performance Tracking and Evaluation
  • Documentation and Reporting
  • Work Planning and Prioritization
  • Complex Problem Solving
  • Onboarding and Orientation
  • Staff Training
  • Scheduling and Coordinating
  • Project Planning
  • Administration and Reporting
  • Employee Development
  • Technical Proficiency
  • Training and Development
Workforce Management Analyst, 04/2023 to Current
Eye Specialty GroupSouthaven, MS,
  • Created and updated different documents, reports and spreadsheets with software such as Calabrio.
  • Collaborated with senior and department leaders to develop and implement workforce plans.
  • Determined appropriate schedules and made proactive adjustments to meet coverage and service objectives.
  • Analyzed employment-related data and prepared reports.
Call Center Operations Manager, 01/2021 to 03/2023
Jack Henry & Associates Inc.Louisville, KY,
  • Consistently reduce attrition from 15% to 9%
  • Train and directed a team of 67 staff.
  • Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
  • Developed quality assurance standards and established targets for all staff.
  • Monitored performance by reviewing relevant reporting data and producing statistical reports.
  • Motivated and promoted team employees from within for key leadership roles.
  • Set and managed performance benchmarks for call center employees.
  • Conducted periodic performance reviews to determine employee eligibility for merit increases and bonuses.
  • Accomplished call center resource objectives by recruiting, selecting and orienting new employees.
  • Created, recommended and implemented policies and procedures for operational and staffing resources.
  • Increase Team QA score from 78% to 84%.
  • Reduced AHT by 52 seconds (average).
Implementation Coordinator, 09/2020 to 12/2020
Metlife, Inc.Murrieta, CA,
  • Configure software for new clients
  • Train new clients
  • Troubleshoot configuration issues
  • Special Projects
  • Wrote standard operating procedures and policy manuals to educate team members.
  • Monitored milestones and deliverables to stay ahead of schedules and proactively spot potential roadblocks.
  • Maintained project schedules by managing deadlines and adjusting workflow.
  • Identified, addressed and either resolved or escalated project issues.
  • Revitalized customer onboarding by restructuring and redesigning training and implementations processes.
Compliance Consultant, 11/2015 to 04/2020
First American FinancialConroe, TX,
  • Maintained compliance frameworks, policies and documentation to support audits.
  • Maintained and revised policy procedures for general operation of compliance program.
  • Planned and executed compliance audits to check company policies, procedures and controls.
  • Organized training programs to educate company staff on benefits and consequences of complying or defying regulations.
  • Stayed abreast of applicable laws and state or federal regulation to report violations.
  • Developed and implemented strategies necessary for minimizing risk of non-compliance.
  • Monitored compliance risk controls to identify deviations and offer recommendations.
  • Adhered to deadlines in optimizing regulatory and operational performance.
  • Analyzed data from multiple sources to systematically document work and results.
  • Developed systems to track and monitor compliance with regulatory requirements and internal policies.
  • Conducted reviews to foster ongoing compliance with federal and local regulations.
  • Established working relationships with regulatory agencies.
  • Liaised between regulatory agencies and internal departments to facilitate regulatory and related matters.
  • Launch and maintain subscription package
  • Responsible for marketing and distribution of all publications released from our department.
Trainer, 04/2014 to 11/2015
SandboxFarmingdale, MA,
  • Trained newly hired top talent to fill key positions and maximize productivity.
  • Provided constructive feedback and positive reinforcement to keep trainees motivated.
  • Developed and coordinated trainings to help individuals learn company policies and procedures and job tasks.
  • Evaluated individuals regularly for progress or growth potential to guide decisions regarding advancement and additional training.
  • Implemented and facilitated successful training programs to increase employee engagement, retention and productivity.
  • Facilitated orientation and training classes to communicate policies and procedures to new hires.
  • Developed practical training programs to impart knowledge and improve individual skill sets.
  • Monitored training effectiveness through observation and metrics analysis.
  • Conducted training classes for employees on features and operation of products, client tools and processes.
  • Prepared hard copy training materials, module summaries, videos and presentations.
  • Created tests, exercises and role-plays for courses to verify competency.
  • Managed learning experience consistent with company philosophy and company-wide strategies.
  • Designed training performance evaluations and provided training follow-up to incorporate feedback into future modules.
  • Compiled and analyzed weekly trainee retention reports.
  • Worked with subject matter experts to validate relevancy of content.
  • Kept inventory of training supplies and materials and submitted purchase requests to maintain adequate inventory.
  • Collaborated with internal business partners to create industry-specific course content.
  • Supervised classroom during training delivery to determine if staff followed classroom guidelines and fulfilled necessary requirements of course objectives.
Account Executive, 01/2012 to 04/2014
General DynamicsNorth Fort Myers, FL,
  • Maintained updated knowledge of changing industry, standards and trends related to accounts.
  • Utilized CRM to collect, organize and manage sales data and customer information.
  • Used consultative sales strategies to effectively overcome client objections and maximize sales activity.
  • Collaborated with key decision makers to identify opportunities and develop ideas to deliver sales results.
  • Developed sales pipeline by cold-calling, canvassing and obtaining referrals.
  • Prepared sales presentations or proposals to explain product specifications or applications.
  • Attended various networking events to identify sales opportunities and build relationships.
  • Increased profitability within accounts by cross-selling additional products.
  • Resolved customer complaints by offering creative solutions and incentives.
  • Revived dormant accounts by re-establishing relationships with key decision-makers.
  • Remained up-to-date on emerging industry and product standards and trends to reinvigorate accounts.
Senior Customer Service Specialist, 01/2011 to 01/2013
Iconma, L.L.C.City, State,
  • Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
  • Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
  • Implemented company processes to effectively resolve customer service issues.
  • Attended training sessions to grow knowledge of company products and services.
  • Updated customer information into account databases for future use.
  • Volunteered to handle complaints and issues for manager during busy time periods.
  • Escalated issues to correct individuals when typical procedures did not achieve resolution.
  • Followed up with customers to gain feedback regarding company products and services.
  • Assisted customers with billing, troubleshooting and account issues.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
Customer Service Specialist, 01/2011 to 01/2012
Company NameCity, State,
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Documented customer correspondence in CRM to track requests, problems and solutions.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Relayed customer feedback to cross-functional teams to improve products and services.
  • Improved customer service wait times to mitigate complaints.
  • Troubleshot shortages and overages to support quality control efforts.
  • Rolled out operational improvements and solutions to deliver top-notch customer service.
  • Led team engagement to assist cross-functional departments and achieve goals.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education and Training
Associate of Applied Science: Operations Management and Supervision, Expected in 04/2018
Broward College - ,

Success Skills, Agile Project (2019

Associates of Arts: , Expected in 01/2014
Broward College - ,
Websites, Portfolios, Profiles
  • Leadership Certification, One Stop Shop Supervisor, NSU - 2007
  • Agile Project Management (Scrum), Skill Success - 2019
  • Hospitality & Tourism Training - FAU - 2020
  • Leadership Certification CCC Operations Manager, NSD - 2023
  • WorkForce Management Certification, Benchmark -2023
  • Project Management Training - Coursera - In Progress

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Resume Overview

School Attended

  • Broward College
  • Broward College

Job Titles Held:

  • Workforce Management Analyst
  • Call Center Operations Manager
  • Implementation Coordinator
  • Compliance Consultant
  • Trainer
  • Account Executive
  • Senior Customer Service Specialist
  • Customer Service Specialist


  • Associate of Applied Science
  • Associates of Arts

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