Livecareer-Resume
Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Professional Summary
CALL CENTER MANAGER NETWORK SOLUTIONS | TELEPHONY INFRASTRUCTURE | Responsibility to serve customers while planning and implementing call center strategies. Directing and apportioning the work of employees including the role of interviewing, selecting and training, coaching and assessing performance, disciplining, suspending, terminating and maintenace, provisioning Client call center activities. Including customer support, incoming work request handling customer complaints and responsible for testing and analysis ,correction and implementation of processes needed to provide quality customer service working with wireless, narrowband and central offices and the network dispatch center and other technical centers. Provides direction to employees while following union contracts and adhering to management guidelines. Coordinates work activities successfully improving systems and processes; managing staff and project managing coordinated cut for TDM circuits and DS3 circuits. 20 years of experience building and directing the delivery of cutting edge communications technology. At the same time maintaining circuit integrity complex Recognized as a creative and resourceful leader with strength in managing customer escalations and team building and working with the union contract and working with management leaders to resolve conflicts . Ability to build strong, cohesive cross-functional teams and partnering with senior business leaders to effectively manage and deliver on a multitude of technologies. Core competencies include: Business Process Improvement Project Management IT Solutions Engineering Budget /Resources Control Products and Services Team Building, Leadership Business Process Improvement Union Negotiations Billing Management
Skills
  • Guest services
  • Inventory control procedures
  • Merchandising expertise
  • Loss prevention
  • Cash register operations
  • Product promotions
Education
San Francisco State , Expected in Bachelor of Arts : Physical Education - GPA : Physical Education
Golden Gate University , Expected in Master : Telecommunication Management - GPA : Telecommunication Management
, Expected in ITU Project Management Project Management Certification in Progress : - GPA :
Work History
Berkshire Bank - Call Center Manager
Rhode Island, TX, 06/2005 - Present
  • Call Center Management Communicates Powerfully and Prolifically.
  • Experience designing, evaluating, and recommending network solutions.
  • Collaboration and teamwork Customer support for cut over for various customers working with management for large complex venues like Universities, Stadiums and Healthcare.
  • Experience with large project rollouts for software and network solutions coordinating with construction, technicians, and contractors as needed.
  • Liaison between ATT internal workgroups and external suppliers to ensure contract compliance, customer satisfaction, measurements and escalation to appropriate channels.
  • Facilities analysis, development, and documentation of operational performance metrics, process control points, and management techniques that contribute to process improvements and efficient workflows between all parties.
  • Forecasting.
  • Innovates Quality Management Project Management.
Array Technologies - Outside field Manager
Chandler, AZ, 01/2002 - 06/2005
  • Managed the delivery of large-scale complex project initiatives executed on time, on budget, and to quality standards.
  • Work with field force to deliver outside hicap facility and repair Force Management Worked with Local union groups Provide safety observations Drive results Performed strategic planning and implementation reviews to meet due dates and budget constraints.
  • Project Management Assess accuracy of job performance and evaluate performaces.
Kimpton Hotels - Field Support Manager
Washington, DC, 10/2000 - 01/2002
  • Served as supervising manager responsible for safety managed technical support team for Northern California Service Operations.
  • Coordinated with department heads for network design and implementation.
  • Successfully provided 24/7 on call duty Performed strategic planning and implementation reviews to meet due dates and budget constraints.
  • Worked closely with various groups i.e.
  • implementation team, field technicians, project management, real estate, and infrastructure to meet commitments and deadlines.
  • Safety evaluations Project manage projects to make sure they were timely and within budget.
AT&T NETWORK SERVICES - Project Manager
City, STATE, 03/1995 - 10/2000
  • Safety and attendance Management.
  • Escalations for field forces.
  • Weekly conference calls, monthly workload analysis, and site visits to review and determine safety needs.
  • Worked closely with various groups i.e.
  • implementation team, field technicians, project management, real estate, and infrastructure to meet commitments and deadlines.
Skills
budget, Call Center, customer satisfaction, Customer support, delivery, designing, documentation, Forecasting, network design and implementation, network, process control, Progress, Project Management, quality, Quality Management, real estate, Safety, strategic planning, supervising, teamwork, technical support

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Resume Overview

School Attended

  • San Francisco State
  • Golden Gate University

Job Titles Held:

  • Call Center Manager
  • Outside field Manager
  • Field Support Manager
  • Project Manager

Degrees

  • Bachelor of Arts
  • Master
  • ITU Project Management Project Management Certification in Progress

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