My work experience in the customer service industry encompassed a 28-year career from representative to supervisor culminating in being promoted to operations manager the last 10 years at my agency. During this career I was selected to lead new programs within my agency whereby I implemented policies and procedures as well as develop and lead call center agents in various levels of accountability.
Supervised public transit agency timetable distribution center for statewide transit agency. Maintained active list of over 2,500 internal as well as external subscribers of public timetables. Accomplished quarterly distribution of over 4 millions timetables utilizing part-time employees for seven years.
Selected to develop and supervise first agency call center supporting ADA transportation program as well as manage its client certification process up until promoted to operations manager. During this 18-year period, I developed policies & procedures, co-authored a unique attendance policy for non-union employees and was the primary point of contact of the program with external county governments and private entities.
Managed 35-agent, 18-hour/day call center. Developed policies & procedures, performance evaluations, job descriptions, responsible for recruiting-hiring-assigning training and promoting/terminating contracted employees. Worked closely with HR group to ensure compliance with state & federal labor regulations including FLA/FMLA. Co-authored first ever detailed attendance policy for non-union employees for the agents working within the ADA transportation program. Updated call center ACD (automated call distribution system) announcements during emergency periods as well as design call flow updates to the ACD.
Supervised the original customer call center of the new ADA transportation program. Developed procedures for agents to follow as well as trained the most qualified agents to perform leadership duties during my absence. From this point, I was a 24-7/365 on-call employee until I retired in 2011.
Performed dual role for agency's Customer Service department in supervising a timetable fulfillment operation as well a on-sight customer service representative assisting passengers at key bus & rail commuter locations.
Received teaching degree in music education. Taught instrumental music at the elementary & junior high school level from 1977 to 1983.
Changed career in 1983 by accepting entry level telephone agent position at NJ Transit (New Jersey's statewide public transportation agency).
Companies Worked For:
Job Titles Held:
Where can I find a NJ Transit Operations Manager resume example in Sarasota, Florida ?
This is an actual resume example of a Operations Manager who works in the Call Center Industry. LiveCareer has 204644 Call Center resumes in its database. LiveCareer’s Resume Directory contains real resumes created by subscribers using LiveCareer’s Resume Builder.
© 2019, Bold Limited. All rights reserved.