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call center supervisor resume example with 13+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Summary

Over 3 years' experience in call center supervision of a leading marketing services agency. Technically savvy with strong experience in telephony system technology. Provides excellent training, motivational and leadership skills. Extensive interviewing and hiring experience while maintaining a consultative coaching style. Creates performance goals to meet targeted quotas, efficiency levels and quality assurance standards.

Highlights
  • Driving the development of high performance and superior customer service.
  • Creating a team that supports client programs, service and products effectively.
  • Recruiting, developing/training, coaching, motivating, retaining and evaluating qualified staff.
  • Ensure service levels are satisfied by leading floor management and workflow distribution.
  • Maintaining talk/wrap time, service, data and both customer and client satisfaction levels.
Experience
Call Center Supervisor, 03/2013 - Current
Cdr Maguire Phoenix, AZ,
  • Supervised and motivated 30 staff members of a call center, as a Technical Support Supervisor.
  • Implemented a system using matrixes and call scripts to aid the efficient management of call volume.
  • Conducted hundreds of interviews for the recruitment of over 75 new employees.
  • Responsible for all new hire academies and monitoring of the progress throughout the new hire process.
  • Effectively used Quality Assurance Audits for evaluating performances.
  • Regularly took initiative to complete tasks outside of the day to day responsibilities, while exceeding acceptable levels of productivity.
Administrative Assistant, 10/2011 - 02/2013
Mednax Saint Louis, MO,
  • Provided high quality customer service with a high volume Electrical Company.
  • Collected payments and customer demographics on work orders placed.
  • Answered to customer inquiries and calls regarding warranty issue and product orders.
  • Kept appraised of services, products, licensing and regulations.
  • Efficiently and accurately input data using multiple computer programs.
  • Facilitated and expedited the escalation of customer service issues.
Call Center Supervisor, 09/2010 - 10/2011
Cdr Maguire Providence, RI,
  • Responsible for all aspects of staffing for a new 25 agent call center.
  • Handled Quality Control for all business to business calls.
  • Used the Microsoft Office platform for the tracking of agent productivity.
  • Effectively used matrixes to coach agents to regularly exceed quotas.
  • Worked directly with staff in resolving issues concerning customer service.
  • Recommended supporting programs to improve the call center process.
Call Center Supervisor, 02/2008 - 10/2010
Cdr Maguire Sacramento, CA,
  • Regularly exceeded corporate sales quotas, earning multiple awards.
  • Responsible for the processing of all sales contracts, feature changes and financial transactions utilizing an accounting database.
  • Established an up-selling initiative that resulted in an increase in new sales to existing customers.
  • Held full P&L responsibility through direct training, leadership and supervision of a network of sales and accounts departments.
  • Productively organized and recorded daily, weekly and monthly sales goals and budget plans.
Education
: Business Management, Expected in
-
Austin Community College - Austin, TX
GPA:
Status - Austin Community College, Austin, TX Fall 2012-Present Business Management
Skills
Accounting, All Sales, Budget, Contracts, Corporate Sales, Database, Increase, Monthly Sales, New Sales, Of Sales, Sales, Sales And, Sales Goals, Sales Quotas, Sales To, Training, Business Management, Customer Service, Receptionist, Retail Sales, Audits, Progress, Quality Assurance, Recruitment, Technical Support, Administrative Assistant, Customer Inquiries, Payments, Warranty, B2b, Business To Business, Exceed, Microsoft Office, Ms Office, Quality Control, Staffing, Call Center Supervision, Coaching, Interviewing, Leadership Skills, Marketing, Quality Assurance Standards, Recruiting, Satisfaction, Telephony, Workflow

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Resume Overview

School Attended

  • Austin Community College

Job Titles Held:

  • Call Center Supervisor
  • Administrative Assistant
  • Call Center Supervisor
  • Call Center Supervisor

Degrees

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