call center operations manager resume example with 18+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
  • [Job Title] focused on developing efficient processes using knowledge of SAP, employee relations, training and development and auditing.
  • Human resources coordination and management professional offering a strong background in employee training and development, new hire orientations and employee relations.
  • [Job Title] bringing extensive experience in technical and consultative support for training design, development and recruitment areas.
  • Dependable and resourceful Corporate Trainer and Instructional Designer adept at organizing and facilitating management and team building training programs.
  • [Job Title] focused on developing and implementing process controls and quality improvement initiatives that reduce costs and increase company revenue.
  • High-achieving management professional possessing excellent communication, organizational and analytical capabilities. Devises innovative solutions to resolve business and technology challenges.
  • Highly skilled Project Manager with more than [Number] years working in cross-functional environments in the U.S. and abroad. Exceptional written and oral communication skills.
  • Technical support professional with extensive IT background. Enjoys troubleshooting to find solutions to technical issues.
  • Technical Customer Service Specialist with a vast knowledge of web applications, software and framework seeking to assist clients in all troubleshooting endeavors.
  • SAP
  • Employee training and development
  • Process development
  • Business process improvement
  • Functional requirements
  • Business requirements matrixes
  • Requirements gathering
  • Superb communication skills
  • Procedure development

  • Performance metrics
  • Detail-oriented
  • Exceptional communicator
  • Strategic thinker
  • Training and development

Requirements Analysis

  • Completed business requirements analysis including the evaluation of systems specifications for client Web site two weeks ahead of deadline.

Strategy and Planning

  • Developed and communicated Web site usage, security policies and standards to all users.
  • Established policies and procedures for publishing Web pages and applications in conjunction with content creators and sales staff.


  • Served as leader of design team.

Quality Assurance

  • Streamlined QA process to increase efficiency and reduce new product rollout time by one week.

IT Training

  • Successfully trained 25 employees to use new operating system.

Operational Management

  • Identified, recommended and prioritized new Web features and applications in conjunction with business leaders and department managers.
  • Developed, coded, installed, tested, debugged and documented Web applications using appropriate editors.

Reduced processing time by [Number]%.Managed the training for the SAP implementation for a $[Amount] business unit.Developed departmental handbooks that presented criteria on how to navigate various departments.Created critical KPIs to track and improve on-time delivery, customer issues and safety statistics.

Call Center Operations Manager, 06/2007 - 05/2014
Mci Middleburg, FL,
  • In charge of strategic planning, development, staffing, management and financial performance of 2 national call centers supporting 80% of the company's total sales.
  • Direct all call center functions involving customer experience, manage daily operations, establish work priorities while meeting cost, productivity, quality and service level goals.
  • Ongoing collaboration with other departments such as Purchasing to ensure impacts to the customer experience are managed effectively due to backorders and drop ship extended lead times.
  • Business Process Owner and Subject Matter Expert for ERP system (SAP) implementation.
  • Functional knowledge of Materials Management and Sales & Distribution modules in SAP.
  • Developed and executed Data Cleansing team saving the company $200,000 annually in marketing costs.
  • Implemented a call quality recognition program measurably improving overall department call quality results.
  • Established processing quality review program which decreased returns from 2% to 1.7% thru minimizing order entry errors.
  • Created Key Performance Indicators to benchmark average ACD time, average ACW time, availability % and accuracy.
Training Manager, 03/2000 - 06/2007
24-7 Intouch Altamonte Springs, FL,
  • Developed training strategies by working closely with Sr.
  • management to identify short and long term staff requirements.
  • Researched and evaluated value of new techniques/industry trends related to training and development.
  • Led cross-organization project to create a process for Front-Line Leader Development; Linked hiring, on-boarding, key competencies, performance reviews and training tracking.
  • Led cross functional teams to develop operations "best practices" across 3 call center locations.
  • Managed staff of seven training professionals responsible for assessing training needs, and designing and delivering training solutions that produced measurable results to the employees and organization.
  • Managed development and delivery of approximately 20 classroom sessions, 90 webinars, and 175 e-learning module completions per year.
  • Designed and implemented e-learning strategies for distributed workforce.
Commercial Lines Underwriter, 02/1996 - 03/2000
Kaufman Financial Group Lansing, MI,
  • The Hartford Analyzed Commercial Property and Casualty lines of business to determine acceptability and to control, restrict, or decline coverage, according to company guidelines.
  • Kept current with changing policies, rates, and procedures, explaining coverage, rules, forms, and decisions to agents, staff, and insured.
  • Held Property & Casualty licenses in 48 states including New York.
  • Developed detailed business plans for key agents and continuously monitored progress towards agency goals.
High School Diploma: Business Administration, Expected in 1991
Herkimer County Community College - Herkimer, NY
Status -

ACD, agency, business plans, Business Process, call center, delivery, designing, ERP, financial, forms, Functional, hiring, marketing, Materials Management, order entry, performance reviews, policies, progress, Purchasing, quality, Sales, SAP, staffing, strategic planning

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Resume Overview

School Attended

  • Herkimer County Community College

Job Titles Held:

  • Call Center Operations Manager
  • Training Manager
  • Commercial Lines Underwriter


  • High School Diploma

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