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Contact Center Operations Supervisor Resume Example

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CONTACT CENTER OPERATIONS SUPERVISOR
Summary
To secure a Manager position where I can use my management/business administrative skills, marketing, call center operations , customer service, sales, collections, training, and human resources knowledge to enhance daily operations activities with a company to meet business and client objectives.
Highlights

Excellent interpersonal skills, ability to work well with others departments.


*Communicated effectively in person, via telephone, and in writing with internal/external customers.


*Experienced in various office procedures working with word processors and computer software programs include Microsoft Office, Excel, Power Point, Outlook.
Accomplishments
  • 15 years experience in management, marketing, customer service, training, sales, collections, and human resources.
  • Created, developed, and implemented training materials that convey value for both clients, and employees.
  • Coached and developed employees to achieve specific organization goals.
  • Built effective team environment and provided direct supervision employees.
  • Mentored employees as "go to person" for solutions.
  • Evaluated employees on a daily bases to achieve results with a focus on customer service.
  • Recruited, selected, and trained employees.
  • Oversee daily activities/business of numerous departments with very active work environment and tight time constrains.
Experience
Contact Center Operations Supervisor
June 2014 to Current Lowes - Albuquerque, NM
  • Contact Center Supervisor Major Accomplishments: Responsible for lead, coach, and develop Customer Service, Repairs, and Sales Agents to ensure high level of service for all customer interactions.
  • Responsible for all aspects of Agent performance including hiring, training, conducting performance appraisals, driving productivity through effective feedback ensuring quality customer experience.
  • Responsible for monitor daily operations and call volumes, balancing service level that allows meet customer expectations.
  • Responsible for managing and providing results that support Lowe's service and sales goals, as well as contributing to Lowe's brand and increasing customer loyalty.
  • Responsible for team effectiveness by monitoring metrics such as Quality, Adherence, Calls per Hour, Sales to ensure Agents are meeting or exceeding business goals.
Custom Auto Finance Collections Manager
May 2011 to May 2014 JP Morgan Chase Bank - Albuquerque, NM
  • Major Accomplishments: Planed, organized, and monitored the daily activities of collections department to ensure collectors follow auto loan polices and procedure (Federal/State regulations and FDCPA).
  • Responsible for delinquency, loss mitigation to ensure that portfolio losses (charge off and repossession) are kept to an absolute minimum.
  • Audited high-risk accounts to ensure proper handling and disposition.
  • Trained collectors on new policies/procedures to ensure compliance, skip-tracing, queue management, and negotiation skills to reduce delinquency and repossession rate.
  • Responsible for Gross/Net Delinquency, Repossession Rate, Quality performance, Effectiveness, Team Goal, and Attendance.
  • Provided outgoing coaching to improve collectors overall performance and customer service experience.
  • Conducted performance reviews and made recommendations regarding correction actions and terminations.
  • Handled redemptions, complaints, and escalated situations and provided the best resolution for customers and the bank.
  • Supported the branch manager in the general management of the branch to improve branch performance, including branch profit & loss, service scores, sales campaign results.
  • Coordinated and executed special projects that improve customer experience and improved branch overall performance.
Unit Manager
December 2009 to May 2011 Citigroup - Albuquerque, NM
  • Major Accomplishments: Supervised, coached, and mentored staff of 26 associates (collectors) with processes and activities on a real-time daily basis.
  • Responsible for handling internal and external customers via telephone and email to ensure successful communication via actively listening and probing questions.
  • Responsible for building a positive team environment with focus in customer service.
  • Responsible for Quality performance, Average Handle Time (AHT), Attendance, and Utilization, Collection money, payment programs on a daily basis.
  • Provided immediate feedback to associates to improve their overall performance.
  • Trained an average 26 customer service representatives in customer service soft skills, policies and procedures for financial procedures.
  • Manage Monthly Performed Review, set up monthly goals to improve overall performance.
Office Service Supervisor
November 2006 to December 2009 LOCKHEED MARTIN - Albuquerque, NM
  • United States Citizenship Immigration Service National Customer Service Major Accomplishments: Supervised, coached, and mentored staff of 15 customer service representatives with processes and activities on a real-time daily basis.
  • Responsible for handling internal and external customers via telephone and email to ensure successful communication via actively listening and probing questions.
  • Responsible for building a positive team environment with focus in customer service.
  • Responsible for Quality performance, Average Handle Time (AHT), Attendance, and Utilization on a daily basis.
  • Provided immediate feedback to customer service representatives to improve their overall performance.
  • Trained an average 15 customer service representatives in customer service soft skills, policies and procedures for the Immigration and Citizenship laws.
  • Created, developed, and implemented "Reward and Recognition Program" to improve quality performance and recognized good performance.
  • Created, develop, and implemented "Customer Service Soft Skills" training program to increase customer satisfaction.
Bilingual Customer Service Supervisor
March 2002 to November 2006 T MOBILE USA - Albuquerque, NM
  • Managed an average of 15 customer service representatives with processes and activities on a real-time daily basis.
  • Coached, monitored, trained, and developed customer service representatives to meet and exceed customer expectations.
  • Managed Quality performance, Average Handle Time (AHT), and Attendance on a daily basis.
  • Provided immediate feedback to customer service representatives to improve their overall performance.
  • Planed and organized daily operations by providing team support in ad-hoc activities on a timely and professional manner.
  • Managed annual performance appraisals of 15 customer service representatives and 1 senior customer service representative.
  • Shared knowledge and encouraged development of customer service representatives to achieve specific team and company goals.
Education
Associate Degree : Project Management, 2011 Central New Mexico Community College - Albuquerque GPA: GPA: 3.65 Project Management GPA: 3.65
Bachelors Degree : Business Administration, 1988 University Libre of Colombia - Cali, Colombia GPA: GPA: 3.75 Business Administration GPA: 3.75
Languages

Bilingual English/Spanish

Additional Information
  • Awards: *Customer Pro 2005 ( 1st place, Albuquerque Bilingual Customer Service Supervisor, 2005) *National Recruiting Star 2005 (1st place, National recruiter, 2005)
Skills

ad, coach, coaching, Excellent interpersonal skills, customer satisfaction, customer service experience, Customer Service, driving, email, Fluent in English, financial, focus, general management, hiring, listening, managing, Excel, money, Microsoft Office, office, Outlook, Power Point, negotiation, performance appraisals, performance reviews, policies, processes, profit, Quality, real-time, Repairs, Sales, Spanish, Supervisor, Team player, telephone, word processors

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Resume Overview

Companies Worked For:

  • Lowes
  • JP Morgan Chase Bank
  • Citigroup
  • LOCKHEED MARTIN
  • T MOBILE USA

School Attended

  • Central New Mexico Community College
  • University Libre of Colombia

Job Titles Held:

  • Contact Center Operations Supervisor
  • Custom Auto Finance Collections Manager
  • Unit Manager
  • Office Service Supervisor
  • Bilingual Customer Service Supervisor

Degrees

  • Associate Degree : Project Management , 2011
    Bachelors Degree : Business Administration , 1988

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