call center operations manager night shift resume example with 7+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - - -

Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented with ability to manage multiple tasks and priorities. Broad experience includes office management, accounting, accounts receivable, invoicing, dispatching, database management, vendor negotiations and contract management. Recognized for exemplary customer service and team collaboration.

  • Administrative management
  • Business operations
  • Operational improvement
  • Team building and leadership
  • Team management
  • Process development, improvement, and management
  • Customer service orientation
  • Training and coaching
  • Project organization
  • Planning and coordination
  • Scheduling and calendar management
  • Vendor relationships
  • Negotiation/problem resolution
  • Inventory/supply oversight and management
  • Accounts payable and receivable
  • CRM and office management software
  • MS Office/RFI Scanners
  • File and data retrieval systems
  • Event coordination/communications
  • Supervision
  • Security systems
  • CCTV
11/2012 to 09/2015
Call Center Operations Manager (Night Shift) Desert Financial Federal Credit Union Scottsdale, AZ,
  • Management of 6 to 9 office personnel divided into 3 modules: customer service, dispatch, and vehicle release. (overlapping 2 shifts)
  • Logistical command and control over 20 operators in the field using cutting edge software (Omadi) which interfaces with each operators iphone creating a paperless streamlined fusion of communication, GPS location, status, and data exchange.
  • Real time problem solving to maximize production efficiency by creating optimal performance scenarios utilizing analytical data and logistics of operational resources citywide while maintaining excellent customer service integrity.
  • Coordinated and assisted law enforcement agencies, military command, private security companies, property management companies, and private property owner/agents regarding: response time, necessary equipment, operator certification, property assessment under state vehicle code statutes, legality of vehicle removal, and photographic violation verification.
  • Monitored multiple storage facilities throughout the city, after normal business hours, to maintain security and public safety through the use of modern video surveillance equipment.
  • Authorized to compliment, discount, or refund rates or charges in a fiscally responsible manor.
  • Defused customer complaints through quality care and directed necessary inquiries to the appropriate departments for further evaluation.
  • Maintained a healthy team driven work environment by setting positive constructive goals for each individual based on their work performance and adherence to established company policies.
  • Cross trained employees in 3 different modules creating a more confident, proficient, and cost effective staff.
  • Responsible for shift balanced scheduling, submission of payroll hours, employee reviews, disciplinary actions, detailed incident reports, and emergency power outage procedures.
05/2010 to 11/2012
Lead AM Dispatcher/Reservation Specialist Carey San Diego City, STATE,
  • Supervised driver dispatching, route planning, and vehicle tracking for over 14 chauffeurs.
  • Reviewed and monitored multiple routes, daily traffic, airline arrivals/ departures, and weather conditions adjusting plans in real time to meet client requirements daily.
  • Scheduled, assigned, and dispatched 20-60 daily reservations based on location, client requirements, suitability, equipment specification, and available chauffeurs.
  • Multi tasked by taking reservations, calling clients, and maintaining constant communication with drivers to ensure the quality assurance standards of Carey International,
  • Provided excellent customer service paying specific attention to the details and special needs of Carey Internationals elite clientele.
  • Improved operations by working with team members and clients to find workable solutions for their evolving itineraries.
  • Improved customer satisfaction by finding creative solutions to problems.
  • Utilized Carey internationals livery software to compile data gathered from various sources.
  • Achieved cost-savings by developing functional solutions to routing problems.
  • Handled all delegated tasks, including reservations, and customer inquiries.
  • Worked closely with team members to deliver client requirements, develop solutions, and meet improvised deadlines.
  • Ordered, stocked, and prepared vehicles with food, refreshments, Wi-Fi access, lap top plugs, custom signs, adjustable tray access, and any special orders according to client specifications.
  • Modified routes and vehicles in the event of incident or emergency while remaining attentive to the clients needs and overall satisfaction.
06/2006 to 03/2008
Financial Advisor ICM/AIG Financial Advisors City, STATE,
  • Interviewed clients to assess income, expenses, insurance coverage, tax status, financial and investment goals, and risk tolerance to formulate and actualize strategic financial plans.
  • Articulated value of various financial products, including stocks, bonds, mutual funds, and insurance policies; educated clients on benefits of individual products.
  • Counseled clients on financial matters and provided recommendations on investment opportunities, products and services based on client needs and asset availability.
  • Assisted clients with planning for and funding retirements using mutual funds and other strategies.
  • Advised high net worth customers and insurance department management on financial investment options and decisions involving capital expenditures.
  • Counseled clients on profitable strategies to support informed decision-making on investments, financing and partner sourcing.
  • Implemented diverse wealth management options to meet client objectives.
  • Maintained knowledge of regulations, communicated with industry professionals, devised financial models, conducted sensitivity analyses and gathered financial reports to deliver superior service.
  • Explained advantages and disadvantages of available financial products to customers to maximize satisfaction.
  • Answered clients' questions regarding details of financial plans and strategies and explained data in easy-to-understand terms.
  • Kept abreast of financial impact of clients' life changes to meet needs and exploit new areas of growth.
  • Developed and deepened relationships with new and existing clients to advance progress and improve business.
  • Maintained secure meeting spaces to discuss privileged information with legal and advisory partners and spearhead due diligence activities.
  • Consulted with clients to assess and meet short- and long-term financial goals
Education and Training
Expected in to to
: Political Science/ Biology (Dual Major)
University of San Diego - San Diego, CA

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Resume Overview

School Attended

  • University of San Diego

Job Titles Held:

  • Call Center Operations Manager (Night Shift)
  • Lead AM Dispatcher/Reservation Specialist
  • Financial Advisor


  • Some College (No Degree)

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