Montgomery Street, San Francisco, CA94105(555) 432-1000, resumesample@example.com
Summary
Knowledgeable professional expert in streamlining processes, supervising team members and performing Customer contact center management. Committed go-getter with team player attitude and ability to remain calm in stressful situations. Enthusiastic individual with superior skills in working in both team-based and independent capacities. Bringing strong work ethic and excellent organizational skills to any setting. Excited to begin new challenge with successful team.
Skills
Insurance knowledge
Employee motivation
Team building
Problem resolution
Customer service
Call Center Management
Streamline, Supervising
Coaching, Training manuals
Conflict-resolution
Customer relations
Management training
Needs analysis
Presentations
Quality assurance
Relationship building
Experience
02/2007 to 05/2020LIFE ACQUISTIONS DIRECTORLkq Corp | Slippery Rock, PA,
Supported Claims, Back End Processing and Call Center Customer Service departments by compiling paperwork and taking detailed meeting minutes.
Earned reputation for good attendance and hard work.
Improved operations by working with team members and customers to find workable solutions.
Improved morale and management communication by creating employee recognition and rewards practices.
Managed daily operations, including supervising multiple team members across the Acquisitions Department.
Enforced security policies and procedures to protect company assets from theft, loss or damage.
Trained, mentored and supported high-performing team, providing regular performance review, feedback and coaching in deficient areas.
Implemented policies and standard operating procedures and managed quality, customer service and logistics to implement improvements.
Recruited, hired and trained crew members on application of projects, customer relations and call center customer service.
Delivered positive customer experiences by implementing effective quality assurance practices.
05/2004 to 11/2006OPERATIONS MANAGERDrivetime | Tampa, FL,
Managed daily operations, including supervising multiple team members across several service areas.
Conferred with subordinate managers each day to assess needs and optimize activities.
Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
Assisted in refining procedures, defining best practices and correcting reported audit issues.
Assessed upcoming projects to forecast projected resource requirements.
Implemented conflict-resolution tactics by cooperating with clients and staff to achieve team objectives.
Trained, mentored and supported high-performing team, providing regular performance review, feedback and coaching in deficient areas.
Delivered positive customer experiences by implementing effective quality assurance practices.
Recruited, hired and trained crew members on application of projects, customer relations and customer service.
Implemented policies and standard operating procedures and managed quality, customer service to implement improvements.
Implemented process improvements based on identification of productivity or quality issues.
Improved morale and management communication by creating employee recognition and rewards practices.
12/1988 to 03/2004CUSTOMER SERVICE MANAGERAIG VALIC | City, STATE,
Created training manuals targeted at resolving simple and difficult customer issues.
Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.
Evaluated call center statistics to identify areas in need of improvement and devised proactive strategies to realign results with targets.
Trained new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, customer needs analysis and overcoming objections.
Drove quality customer experiences by leading retention strategy development and conflict resolution to improve overall support delivery.
Developed open and professional relationships with team members, enabling better, more effective customer service.
Worked with Quality Assurance to enhance customer service procedures and policies, improving support structures company-wide and boosting customer satisfaction.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Managed day-to-day operations, including supervision and assignment delegation for 20-member team.
Initiated development and implementation of customer service management training process.
Interviewed, hired and trained new quality-focused customer service representatives.
Answered customer requests with friendly, knowledgeable service and support.
Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.
Education and Training
Expected in 1982High School Diploma | Weir High School, Weirton, WVGPA:
Expected in | West Virginia University, Morgantown, WVGPA:
Expected in No Degree | Computer ScienceSome College, , GPA:
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