Montgomery Street, San Francisco, CA 94105
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Hardworking with management experience and the ability to learn quickly. Accustomed to fast-paced virtual call center environment. Quickly and effectively understands, documents and resolves customer concerns, driving satisfaction while meeting demanding business objectives. Well-versed in restaurant food ordering standards and best practices.
- Knowledge database expertise
- Employee training
- Quality controls
- Recognition programs
- Clear communication
- Communications
- Process improvement
- Problem resolution
- Operational improvement
- Team management
- Customer service
- Organization
- Project organization
- MS Office
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- Relationship development
- Background checks
- Candidate pipeline development
- Candidate pre-screening
- Resume scanning
- Microsoft Office expertise
- Keen eye for detail
- Corrective actions
- Documentation abilities
- Quality assurance
- Equipment operation
- Reporting and documentation
- Inspections and audits
- Acutely observant
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04/2019 to 08/2020 Call Center Team Lead Chicago Lighthouse – Chicago, IL,
- Handled to go orders for restaurants all across the U.S. to allow restaraunts to better focus attention on guests and to help the flow of incoming orders.
- Evaluated employee performance, identified areas of improvement and communicated plans to employees.
- Fostered positive employee relationships through effective communication, training and development coaching.
- Worked with managers at the restaurant directly for things such as the need to correct errors or to ensure information was passed to the agents taking calls.
- Assisted customers with complaints or issues by directly communicating with the store or manager and keeping the line of communication open with both the customer and client.
- Assessed, motivated and empowered team members to work to build customer satisfaction and loyalty, not only with the customer but the client also.
- Followed staffing strategies to achieve goals.
- Ensure call quality was meeting expectations and agents were handling calls correctly.
- Enforced adherence to company policies, answered coworkers' questions and trained new personnel when needed.
- Facilitated individual coaching sessions with CSRs to realign productivity goals.
- Evaluated employee job performance and motivated staff to improve productivity.
- Mentored new employees and delivered constructive feedback to increase understanding of job duties.
- Delivered constructive call process feedback.
- Managed customer concerns with calm demeanor and knowledgeable service.
- Directed team of 30-40 agents handling inbound calls.
09/2008 to 12/2013 Quality Inspector Precision Castparts Corporation – Santa Ana, CA,
- Notified supervisors about production problems and helped identify and correct concerns.
- Inspected, tested and measured materials and products against specifications.
- Measured product dimensions to assess compliance with specifications.
- Recommended corrective actions to minimize rate of product defects.
- Assessed finished items for defects and ordered reworks to eliminate defects.
- Resolved quality issues using communication to operators and escalated major problems to the department supervisor.
- Inspected orders for accuracy by carefully reviewing containers, products, packaging and labeling.
- Inspected outgoing shipments to maintain effective quality assurance standards.
- Volunteered for additional hours and shifts during peak periods to meet tight shipping deadlines.
- Accurately documented package information by completing associated paperwork, attaching labels and running barcodes using handheld scanners.
- Communicated with team members to coordinate efficient and accurate movements.
- Transported, loaded, unloaded and stacked materials.
- Moved levers and controls that operate lifting devices such as forklifts, lift beams and swivel-hooks, hoists and elevating platform, to load, unload, transport and stack material
- Collaborated in team environment to maintain high levels of productivity.
- Used equipment such as loaders, hand trucks, forklifts and cranes safely.
10/2004 to 02/2006 Administrative Assistant L3harris – Palm Bay, FL,
- Developed and maintained training materials and benefits packets for new hires.
- Developed job postings, recruited candidates and scheduled interviews to fill vacant positions.
- Guided new hires through orientation, on-boarding and explained documentation requirements to facilitate HR process.
- Reviewed all candidate documentation, including identification, references and background checks in alignment with hiring protocol.
- Created, organized and maintained employee personnel files to keep sensitive data secure.
- Improved customer satisfaction by finding creative solutions to problems.
- Improved operations by working with team members and customers to find workable solutions.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
- Reviewed referral candidates and contacted qualified individuals to request applications.
- Sourced, qualified and conducted screening interviews with job candidates.
- Communicated duties, compensation, benefits and working conditions to all potential candidates, enabling better understanding of job expectations.
- Interviewed and counseled individuals interested in Hewlett-Packard by analyzing experience and explaining duties of job position being offered, plus any other information regarding the job that should be relayed.
Expected in 08/2007 High School Diploma:
Adison High School (Online) - West Hollywood, CA,
GPA:
Expected in 08/2018 Certificate: Introduction To Forensic Science
Nanyang Technical University - Singapore,
GPA:
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