- Montgomery Street, San Francisco, CA 94105
- H: (555) 432-1000
- C:
- resumesample@example.com
- Date of Birth:
- India:
- :
- single:
Ambitious sales and retention customer manager experienced in managing complex projects and driving productivity. History of integrity, reliability, and emotional maturity.
- Call Center Management
- Microsoft Office Suite
- Attention to Details
| - Advanced Communication Skills
- Energetic Work Attitude
- Active Listening Skills
|
Sales and Retention Team Leader, 06/2007 - 10/2016
Cvs Health – Bartlett, TN, - Managed team of 21+ direct reports to ensure customer satisfaction goals were consistently met.
- Stood in as call center manager point of contact in the absence of a senior manager.
- Marshaled employee and call center productivity by monitoring service levels, handle time, and availability.
- Focused on behaviors needed to improve performance. Completed a minimum of one 1:1 coaching session weekly with each employee.
- Completed daily huddles with team to gather trends as well as gain commitments and set goals.
- Monitored recorded and live calls to ensure commitments/goals were met and quality customer service was being provided.
- Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
- Trained my team on new processes and kept them up to date with new communications.
- Conducted monthly, mid-year, and annual performance reviews for each employee. Worked with manager and human resources to calculate yearly raise.
- Audited, reviewed, and approved time-cards bi-weekly.
- Administered corrective action as necessary.
- Defused escalated customer situations calmly and courteously.
- Met or exceeded service and quality standards every review period.
Beauty Consultant , 05/2005 - 05/2007
Merle Norman – City, STATE, - Greeted all guests in a warm and friendly manner to create a positive first impression of the store.
- Followed through with client requests in a timely manner.
- Responsible for opening and closing the store daily as we worked independently.
Undergraduate Studies: Biology, Expected in
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Marshall University - Huntington, WV
GPA:
Completed a year of undergraduate studies. Degree not complete.
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