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global customer contact center manager resume example with 6+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
  • :
Professional Summary

Highly passionate, experienced, and energetic Call Center Operations Manager with a successful background in a wide range of industries including Hospitality, Telematics, Telecom, and Extended Warranties/Services.


  • Inherently understands that the customer is the single most valuable asset an organization can have, driven by the unrelenting pursuit of customer-driven focus, ideals, and user experience
  • Motivated self-starter with exceptional interpersonal skills and unflagging commitment to customer satisfaction
  • Ability to make timely and cost-effective buying decisions that fell under the budget of projects
  • Knowledgeable in planning, developing, and implementing marketing strategies
  • Adept at managing large-scale training projects while simultaneously managing administrative support for corporate teams
  • Excellent communication skills, both verbal and written with strong analytical, and problem-solving skills
  • Motivated self-starter with exceptional interpersonal skills and unflagging commitment to customer satisfaction


Skills
  • Customer Service
  • Problem-solving
  • Organization
  • Project Communication
  • Team Management
  • Microsoft Office 365
  • Oracle
  • Email Marketing
  • Marketing Research
  • SEM/SEO
  • Salesforce
  • Qualtrics
  • InContact
Work History
Global Customer Contact Center Manager , 07/2021 to Current
Cdr MaguireHillsboro, OR,
  • Ensures achievement of service levels, key performance indicators, business objectives, and financial targets stipulated by the primary client
  • Responsible for managing call center operations activities including day-to-day operations, training, and quality for multiple customers/programs /LOBs that contribute to the acquisition, satisfaction, and retention of clients
  • Partner with site executive leadership to ensure compliance with operational governance and business strategy including performance management, incentive management, coaching effectiveness, and employee retention
  • Analyze representative performance data as well as customer interaction results to manage team's performance and to make improvements to the servicing model, engage in cross-functional tactical process design to support end-to-end issue resolution
  • Work with other management team members to develop call center objectives, keeping profitability and efficiency in mind
  • Manage relationships with contact center and market customer satisfaction representatives to provide excellent customer support
  • Administer Contact center and back office processing functions- Training, WFM, Quality, Talent Management, and IT
  • Ensures best-in-class service delivery and efficiency in alignment with organization goals, drive, communicate, and implement a best-in-class customer service value model
  • Partner with other departments and management to accommodate timely and complete issue resolution
  • Leads and directs the functional business of Customer Care
  • Handle escalated customers
  • Delivers and holds the team to key business metrics
  • Reports out on business analytics and trends


Call Center Operations Manager, 01/2019 to 06/2021
Coretelligent, LlcWestwood, MA,
  • Prepared reports and analyzed call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
  • Drove transformation of support strategy and support transition to integrate new businesses and services
  • Developed clear and measurable goals for the customer service teams; develop applicable metrics and tracked achievement of goals
  • Deployed technology for systems and applications that decreases average problem-resolution time and transitions repetitive customer inquiries to digital solutions
  • Followed emerging trends and best practices in customer service to identify continuous improvement and efficiency/productivity opportunities
  • Managed the appropriate budgets and ensure staffing and workforce planning adequately cover customer complaint/inquiry volume
  • Ensured department consistency and adherence to established policies and procedures, and quality service standards and challenge any initiatives that are not customer-focused by proposing solutions that profitably meet customer needs
  • Launched and fostered relationships with internal business consumer care teams
  • Hiring, training, coaching, and leading call center representatives as they provide support for customers
Client Success Manager, 01/2018 to 01/2019
NEXTRAQ- A MICHELIN GROUP COMPANYCity, STATE,
  • Assisted customers as needed with setting up and navigating programs or software associated with a product or service
  • Reviewed customer complaints and concerns and seek to improve all aspects of the customer experience with the company
  • Maintained a detailed understanding of products and services, assist customers with questions, and suggest the best products for their needs
  • Optimized existing processes within the company and actively enhance all Customer Success initiatives
  • Presented recommendations to improve our processes and the customer experience
  • Involved with recurrent training, curriculum development, and implementation training for new policies, procedures, and systems
  • Established clear retention goals and process milestones for the client and employees to work toward


Field Services Account Manager, 01/2016 to 01/2018
NEXTRAQ- A MICHELIN GROUP COMPANYCity, STATE,
  • Coordinated and scheduled field service tickets to meet customer's schedule and expectations
  • Provided support and guidance to service personnel who perform on-site routine services including installation, maintenance, and repair
  • Monitored daily service orders and followed up with contractor network installers/field technicians on status of the work orders
  • Worked with Customer Service to coordinate installations, removals, and relocations to ensure that they are done in a timely manner
  • Maintained rates and costs per work order including analytics for comparison with standard costs noting variances and recommendations for improvement
  • Ensured field technicians and third-party service providers maintain proper certifications, licensing, and Insurance
  • Conducted follow-up calls and emails with customers to confirm client satisfaction and final close of tickets
Education
Bachelor of Business Administration: Hospitality Management/Event Planning, Expected in 2009 to Georgia State University - Atlanta, GA
GPA:

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Resume Overview

School Attended

  • Georgia State University

Job Titles Held:

  • Global Customer Contact Center Manager
  • Call Center Operations Manager
  • Client Success Manager
  • Field Services Account Manager

Degrees

  • Bachelor of Business Administration

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