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Manage a high volume of outbound calls Resume Example

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MANAGE A HIGH VOLUME OF OUTBOUND CALLS
Professional Summary


Dedicated Customer Service Representative who provides courtesy with clear communication skills while actively listening and addressing concerns in an effective timely manner.

Customer-oriented help customer reach their long term needs and wants. successful at troubleshooting and handling customer support issues.

Call Center Representative with expertise providing customer support in high call volume environments as well as Exceptional computer aptitude and telephone etiquette.

Highly skilled in call center management, training, recruiting and service solutions.

Customer Service Manager with more than 10 years of professional customer service and leadership experience.Hands-on Customer Service Manager effective in motivating others to reach their optimum potential Energetic with  strong time management skills who thrives in a fast-paced, dynamic environment.

Skills


  • Skilled in call center operations
  • Call center metrics decoding aptitude
  • Strong problem solving aptitude
  • Completed telephone training seminar
  • Talented client relations manager
  • Committed to maintaining data integrity
  • Persuasive speaker
  • Timpani Contact Center software proficiency
  • Extensive history with predictive dialers
Work History
Manage a high volume of outbound calls09/2016 to 11/2016
SEIU Minnesota State Council – 2233 University Ave W # 422, St Paul, Minnesota



  • Mastery of customer service management systems and databases.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Managed high call volume with tact and professionalism.
  • Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
  • Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
  • Acted professionally and patiently when addressing negative customer feedback.
  • Managed call center from initial start-up to full operational status.
  • Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.


Office Manager & Customer Relations 06/2009 to 08/2013
Dependable Care Inc. – 6001 78th Avenue North Suite 201
  • Answered a constant flow of customer calls with up to  5 calls in queue per minute.
  • Gathered and verified all required customer information for tracking purposes.
  • Accurately documented, researched and resolved customer service issues.
  • Mastery of customer service management systems and databases.
  • Evaluated consumer reports on a monthly basis.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Prepared reports and communication for senior management and clients.
  • Provided incentive to increase productivity by offering employees awards for best customer service.



Customer Service Call Center03/2004 to 05/2008
U.S. Bank Plaza – 200 South 6th St #640, Minneapolis, Minnesota



  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Defused volatile customer situations calmly and courteously.
  • Mastery of customer service management systems and databases.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Resolved service, pricing and technical problems for customers by asking clear and specific questions.
  • Provided incentive to increase productivity by offering employees awards for best customer service.
  • Oversaw call center employees to ensure customer satisfaction goals were consistently met.
  • Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
  • Acted professionally and patiently when addressing negative customer feedback.
  • Developed all process controls and metrics for daily management of the Call Center.
  • Met or exceeded service and quality standards every review period.

Education
GED : 1998South High- minneapolis, Minnesota
  • Student government representative
  • Student Body Treasurer
  • Completed Basic Education​
Customer Relations, Psychology, : 2012Anoka Technical College- Anoka, Minnesota
  • Customer Service Manager Certificate (CSMC)
  • Training in Call Center Management
  • Coursework includes: Speech and Communication, Sociology and Psychology


Accomplishments
  • Consistently commended by superiors for resolving volatilecustomer situations quickly and courteously.
  • Cross-trained 24 new call center representatives.
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Resume Overview

Companies Worked For:

  • SEIU Minnesota State Council
  • Dependable Care Inc.
  • U.S. Bank Plaza

School Attended

  • South High
  • Anoka Technical College

Job Titles Held:

  • Manage a high volume of outbound calls
  • Office Manager & Customer Relations
  • Customer Service Call Center

Degrees

  • GED : 1998
    Customer Relations, Psychology, : 2012

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