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Call Center Operations Manager Resume Example

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CALL CENTER OPERATIONS MANAGER
Professional Summary
Highly organized and detail-oriented Executive Assistant with more than 10 years experience supplying thorough, organized administrative support to senior executives. I continually maintain a positive attitude while interacting with demanding clients.
Skills
  • Professional phone etiquette
  • Excellent communication skills
  • Customer service-oriented
  • Accurate and detailed
  • Works well under pressure
  • Conference planning
  • Confidentiality/Trustworthy
  • Sense of Urgency
  • Change Initiative
  • Problem solving skills
Work History
Call Center Operations Manager 06/1992 to 03/2004
ATA - American Trans Air (Airline) – Indianapolis, IN
  • Review and manage day to day call flow patterns for multiple call center operations.
  • Lead/ manage implementations of new programs and process changes to reduce costs, improve customer service and optimize call center performance.
  • Hire, train and manage the Senior level call team.
  • Oversee New Hire Training Team for department.
  • Communicate department initiatives andresults to senior level executives.
Call Center Manager 03/2004 to 07/2006
hhgregg – Indianapolis, IN
  • Expand Call Center Operation from a 30 staff operation to approximately 80 staff operation.
  • Oversee implementation of Cisco technology.
  • Lead/ manage implementation of new programs and process changes to reduce costs, improve customer service and optimize call center performance.
Executive Assistant 07/2006 to 03/2014
hhgregg – Indianapolis, IN
  • Maintain the COO appointment schedule by planning and scheduling meetings, conferences and travel including business and social events.
  • Planned and coordinated logistics and materials for board meetings, committee meetings and staff events.
  • Answered and managed incoming and outgoing calls while recording accurate messages.
  • Coordinated domestic and international travel arrangements, including booking airfare, hotel and transportation.
  • Assisted with event planning, including associated travel and logistical arrangements.
  • Assessed urgency and priorities before accepting or declining appointments and meetings with the COO.
  • Served as corporate liaison between the finance, IT and marketing departments.
Administrative Services Supervisor 03/2014 to Current
hhgregg – Indianapolis, IN
  • Maintained Executive Assistant responsibilities
  • Supervise the duties and responsibilities of the travel department.
  • Supervise the duties and responsibilities of the corporate housekeeping staff.
  • Supervise the duties and responsibilities of the corporate mail clerk.
  • Coordinate all administrative duties for meetings and training events at the corporate location or the in the field. Duties included communication, travel arrangements, supplies and follow up.
  • Coordinate the corporate summerand holidaycelebrationson behalf of the CEO.
  • Prepare training center and meeting spaces for conferences and meetings.
Education
High School Diploma: Westfield High School - Westfield, IN
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Resume Overview

Companies Worked For:

  • ATA - American Trans Air (Airline)
  • hhgregg

School Attended

  • Westfield High School

Job Titles Held:

  • Call Center Operations Manager
  • Call Center Manager
  • Executive Assistant
  • Administrative Services Supervisor

Degrees

  • High School Diploma :

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