customer care call center director of operations resume example

Supervise activities and work volume of call center representatives and Call Center Management team

• Manage call center environment, inbound calls to exceed 2500 calls per day in excess of 95 employees
• Effectively communicate corporate and business expectations to team members
• Monitor staff levels and liaise with management teams regarding adjustments required
• Responsible for training new hires, management and sales staff
• Monitor calls and metrics, provide coaching and feedback
• Explain billing, pro-rated charges and resolve escalated account issues
• Ensure team members are kept abreast of changes or anything that may impact workflow
• Work Clairely with Support department regarding technical issues and order quality issuance
• Consistently meet and exceed personal and company set sales quotas monthly
• Professionally handle escalated calls from irate customers and resolve issues/complaints
• Use various tracking reports to assess representatives' performance metrics
• Plan and conduct effective development sessions with both management and representatives that help drive results and expected behaviors
• Manage call volumes
• Participate and conduct week over week conference calls with upper management
• Developed and delivered engaging sales presentations to convey product benefits.
• Boosted brand awareness, implemented promotional campaigns and employed sales tactics.
• Surpassed sales objectives several consecutive years.
• Tailored sales approaches and techniques to specific client needs to increase marketing effectiveness.
• Created and executed reorganization plan, training and development programs and implemented process improvements.
• Achieved monthly sales goals by promoting product benefits and enrolling new clients.
• Retained excellent client satisfaction ratings through outstanding service delivery.
• Documented customer interactions using SalesForce to capture data in processing system.
• Served as liaison for company, clients and referred prospects regarding inquiries, issues, order management, post-sales follow-up and customer relations.
• Attended advanced training sessions and conferences to increase product knowledge and productivity.

• Managed over 100 inbound calls per day
• Assisted customers with selecting all telecommunication needs
• Recommend and Claire sales on products and services that included, DirectTV satellite television, Home telephone service, High speed internet service, Cingular/AT&T wireless service and bolt on products
• Set up accounts, processed credit verifications to determine if deposits were required and scheduled installation appointments
• Reviewed bills with customers, answered questions and issued adjustments when necessary
• Consistently exceeded all personal and company set sales and customer service quotas monthly
• Promoted to Team Lead due to outstanding performance and leadership skills
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Attracted potential customers by answering product and service questions and suggesting information about other products and services.
• Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
• Leveraged sales expertise to promote products and capitalized on upsell opportunities.
• Facilitated inter-departmental communication to effectively provide customer support.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Trained new personnel regarding company operations, policies and services.
• Met customer call guidelines for service levels, handle time and productivity.
• Cross-trained and provided back up for customer service managers.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Implemented and developed customer service training processes.