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Contact Center Manager Resume Example

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CONTACT CENTER MANAGER
Summary
CUSTOMER SERVICE MANAGER Dynamic and highly talented Customer Service Manager with extensive experience managing staff in a fast-paced environment. Proven ability to de-escalate high-stress situations and complex customer issues in order to provide rapid resolutions. Tactful leader who is able to communicate effectively with all levels of staff, and motivate employees to increase productivity and provide a higher level of service. Team player who is sensitive to others needs and partners well with all departments. Excellent time management skills that allow the ability to manage multiple tasks successfully, coupled with a strong dedication to providing excellence in customer service. Areas of Expertise Customer Service * Leadership * Training/Instruction * Call Center * Scheduling/Time Management Escalations/Conflict Resolution * Sales & Marketing * Warehouse/Shipping & Returns * Outsourcing Monitoring & Evaluation * Process Development * Budgeting & Forecasting Strategic Analysis * Quality Control * Microsoft Office Suite professional experience
Highlights
  • Call center management experience
  • Customer focused
  • High customer service standards
  • Dedicated to process improvement
  • Reduce cost and response time
Accomplishments

Reduced call flow with abandonment to 3%

Improved customer response from 2 weeks+ to 24-72 hours

Assisted in two software conversions and developed new procedures while maintaining company standards and personnel

Experience
Contact Center Manager, 06/2013 to 09/2013 POTPOURRI GROUP INC － Whitinsville, MA
  • Manage day to day activities of a staff ranging from 100 to 200 employees.
  • Maintain the work flow and productivity levels of the staff, through development of Senior Group Leaders and their team leads responsible for training, quality, motivational and incentive programs.
  • Enforce proper use of of standard operating policies, procedures and protocols.
  • Respond to and resolve escalated customer complaints and inquiries.
  • Accomplishment: In the short time I managed this call center I reorganized the Lead staff scheduling to maximize coverage, developed new personnel to conduct seasonal training .
  • Created a culture of Trust and Respect among the call center staff with supporting an open door policy.
Call Center Manager/ Customer Service Manager, 01/2007 to Current CARUS PUBLISHING COMPANY － Peterborough, NH
  • Oversee all daily operations of an inbound call center for a company that produces 14 children's magazines, books and toys.
  • Duties include monitoring phone productivity and outsourcing call overflow, scheduling to forecasting to optimize center productivity, and recruiting, training, and supervising operators.
  • Key Accomplishments: Handle escalated calls to ensure customer satisfaction and retention.
  • Collaborate with Marketing/Sales to enhance customer experience and coordinate promotions.
  • Maintain open communication with warehouse daily operations to manage shipping and returns.
  • Decreased abandonment rate of customer service from 30% to average 3%, within the first year.
  • Reduced outsource cost by $100K in first year, and consistently operated below budget for 4 years.
  • Re-organized staffing to provide faster customer resolutions in email, calls, agency, and direct mail from decreasing response times from 1 month+ to 1 to 3 days.
  • Designed call center employee evaluation form and delivered personal revie.
Association Property Administrator, 01/2006 to 01/2007 EVERGREEN MANAGEMENT, INC － Laconia, NH
  • Managed condominium association's maintenance and upkeep needs, as well as the daily interaction between owners and vendors.
  • Key Accomplishments:.
  • Organized and scheduled according to seasonal needs, exterior maintenance, daily owner concerns and questions, and boating and waterfront amenities.
  • Oversaw Board of Director meetings and owner annual meetings, and prepared budgets.
Supervisor, 01/1993 to 01/2006 J. JILL GROUP － Tilton, NH
  • Directed a staff of 55 customer service and data entry personnel.
  • Responsible for the scheduling, training, supervision, and evaluation of staff.
  • Indirectly supervised call center staff 150+.
  • Key Accomplishments: Promoted teamwork and motivated staff to achieve higher levels of production.
  • Analyzed problems and opportunities rapidly and provided immediate resolution for customer issues.
  • Maintained acceptable service level and abandonment rate.
  • Worked with support staff to improve the quality of customer service on the call center floor.
  • Assisted with development of incentive program, and undertook continual responsibility to maintain the integrity of key elements involved.
  • Achieved corporate goals directly related to upsell percentage of sales and supporting marketing objectives through private card and increased average order.
  • Identified system, warehouse, and associate errors that affect customers and ensured resolution.
  • Resolved complex customer service, fraud, returns and credit card issues.
  • Ge.
Server to Manager/Co-Owner, 01/1981 to 01/1993 HOSPITALITY INDUSTRY
  • Multi-talented , experienced in all operational functions.
  • Key Accomplishments: Established and implemented managerial systems for developing a former lounge into a new, full-service restaurant.
  • Partnered and oversaw daily responsibility of a 135-seat dining room and 125-seat lounge with live entertainment.
  • Handled extensive employee relations, negotiated contracts with entertainers, oversaw special functions, and handled all accounting functions.
Education
Bachelor of Arts: Business Administration, Management & Marketing Henniker Arundel, NH, England
Licensed Real Estate Agent, New Hampshire New Hampshire Notary
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Resume Overview

Companies Worked For:

  • POTPOURRI GROUP INC
  • CARUS PUBLISHING COMPANY
  • EVERGREEN MANAGEMENT, INC
  • J. JILL GROUP
  • HOSPITALITY INDUSTRY

Job Titles Held:

  • Contact Center Manager
  • Call Center Manager/ Customer Service Manager
  • Association Property Administrator
  • Supervisor
  • Server to Manager/Co-Owner

Degrees

  • Bachelor of Arts : Business Administration, Management & Marketing
    Licensed Real Estate Agent, New Hampshire New Hampshire Notary

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