Qualified Operations Manager offering a record of successful job performance, problem solving ability, experienced in developing and implementing innovative solutions. Cultivates a company culture in which staff members feel comfortable voicing questions and concerns, as well as contributing new ideas that drive company growth.
Manage 250+ Virtual-at-home Senior Level Support Representatives, for one of the largest technology companies in the world. Successfully launched largest virtual new line of Business, with 90% Customer satisfaction. Formed and developed internal floor support team, for Advisor's needing assistance on calls to increase customer satisfaction. Increased retention and satisfaction. Experienced in client services, with delivery of performance and expectation presentations.
Led a team of customer service representatives to increase service center profitability, Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met. Properly directed inbound calls in phone queues to improve call flow. Provided cross training to 150 virtual staff members.
Training staff on how to improve customer interactions. Worked with upper management to ensure appropriate changes were made to improve customer satisfaction. Ran reports and supplied data to fulfill customer report requirements. Developed effective relationships with all call center departments through clear communication. Maintain up-to-date records at all times. Addressed customer service inquiries in a timely and accurate fashion. Provided accurate and appropriate information in response to customer inquiries. Collected customer feedback and made process changes to exceed customer satisfaction goals.
Resolved customer complaints and concerns with strong verbal and negotiation skills. Displayed courtesy and strong interpersonal skills with all customer interactions. Trained new employees and explained protocols clearly and efficiently. Researched issues on various computer systems and databases to resolve complaints, informed customers about issue resolution progress. Supported customers having data connectivity issues. Provided thorough support and problem resolution for customers.
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