IT Call Center Manger Resume Example
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IT CALL CENTER MANGER
Experience
IT Call Center Manger
August 2017 to CurrentUfc Gym － Sunnyvale , CA
August 2017 to CurrentUfc Gym － Sunnyvale , CA
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Resolved average of 50+ inquiries per week to consistently meet performance benchmarks, including speed, accuracy and volume.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Documented customer inquiries and feedback, including service delivery suggestions in company database.
- Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
- Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Achieved high sales percentage with consultative, value-focused customer service approach.
- Maintained 90% satisfaction rating with customers by providing exceptional service and support.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Explained key information regarding products and services to customers to encourage informed decision-making.
- Shared detailed information regarding mobile options to help customers make decisions.
- Documented conversations with customers to track requests, problems and solutions.
Operations Manager
June 2016 to July 2017Passport And Visa Online LLC － City , STATE
June 2016 to July 2017Passport And Visa Online LLC － City , STATE
- Established organizational vision and developed strategies to achieve sales and customer service goals.
- Established work priorities to meet contractual obligations for schedule and installations.
- Mitigated risk by promoting regulatory compliance for representative licensing and contracting protocol.
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
- Managed multiple departmental associates to provide optimal productivity for multi-building campus.
- Analyzed strategic, core and support processes and recommended improvements to streamline processes.
- Defined project roadmap to solidify project objectives and milestones.
- Resolved issues,including challenges regarding circuits, websites, vendors and telecoms.
- Performed timely and budget-complying project management on multi-faceted issues.
- Designed performance metrics to provide traceability through organization and advance tactical and strategic business goals.
- Reduced process lags and effectively trained team members on best practices and protocol.
- Supported corporate committee and generated status update reports on strategy and initiative effectiveness while offering corrective actions.
Manager of Business Development and Sales
February 2012 to May 2016Shiny Way International Education － City , STATE
February 2012 to May 2016Shiny Way International Education － City , STATE
- Fostered relationships with customers to expand customer base and enhance loyalty and retention.
- Penetrated new markets by investigating competitor products, services and trends.
- Implemented creative sales and marketing strategies to assist sales team with reaching targets.
- Supported all sales team members to drive growth and development.
- Cultivated strong professional relationships with suppliers and key clients to drive long-term business development.
- Contacted customers via phone and email to explore connections, offer services and cement relationships.
- Elevated team performance via strategic planning and coaching in areas of prospecting, sales and value-added presentations.
- Built sales forecasts and schedules to reflect desired productivity targets.
- Boosted profit margins by effectively managing expenses, budget and overhead, increasing closings and optimizing product turns.
- Created presentation materials for sales, customer relations, and management purposes.
- Mentored and internally promoted successful company sales and account management staff into leadership positions to drive company growth.
- Established sales goals and strategies that contributed to increased growth in sales and profitability.
- Stayed current on industry trends and changes and participated in professional development opportunities to strengthen product and service knowledge.
- Spearheaded sales meetings with staff, division president, closing coordinator and construction manager to share best practices for process improvements.
- Optimized sales and marketing directives by closely monitoring employee progress, reviewing regional and local markets and effectively managing inventories.
Education and Training
Master of Arts : Sports Humanist Sociology, July 2012Shanxi Normal University － City
Associate of Arts : Cyber Operations And Warfare, Expected in May 2023Northern Virginia Community College － City, State
Accomplishments
- Consistently maintained high customer satisfaction ratings.
- Exceeded sales goals by an average of 20% in 2019
- Recognized as Employee of the 2020 for outstanding performance and team contributions.
- Led team to achieve sales goal, earning recognition from upper management and financial reward.
Skills
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Resume Overview
School Attended
- Shanxi Normal University
- Northern Virginia Community College
Job Titles Held:
- IT Call Center Manger
- Operations Manager
- Manager of Business Development and Sales
Degrees
- Master of Arts : Sports Humanist Sociology , July 2012
Associate of Arts : Cyber Operations And Warfare , Expected in May 2023
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