Call Center Operations Manager Resume Example ATA American Trans Air (Airline)

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 Manager06/1992 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 Manager03/2004 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 Assistant07/2006 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 Supervisor03/2014 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

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 :

Call Center Operations Manager Resume Example

Resume Score: 80%

Resume Overview

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