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Jessica Claire
Montgomery Street, San Francisco, CA 94105
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Summary
Results-oriented Manager/Director with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements.
Highlights
  • Client relations specialist
  • Team management
  • Meticulous attention to detail
  • Focused on customer satisfaction
  • Scheduling
  • Deadline-oriented
  • Skilled multi-tasker
  • Conflict resolution techniques
  • Persuasive
  • Focused on customer satisfaction
  • Management of remote employees
Experience
01/2013 to 01/2016
Senior Director Zai Lab Jackson, IA,
  • Implemented an online training program designed to standardize operations across the enterprise involving over 2,500 employees Designed a Resource Center for use by those call center employees that transitioned into the Single Agent Portal.
  • Ensured quality in training across multiple sites.
  • Innovated means for performance measurement through the implementation of a speech analytical quality tool.
  • Involved in the recruitment and development of all call center vendors for 16 different sites across the US, Philippines and Columbia.
  • Managed relationships with clients via sales and customer service.
01/2001 to 01/2013
Director of Internal Guthy Mci City, STATE,
  • Created and implemented the @Home Agent program.
  • Managed two call centers, 275 agents, and 325 @Home Agents.
  • Created savings and performance during inclement weather through use of the @Home Agent operations.
  • Tripled revenue and performance of the call center, expanding employee numbers from 80 to 600 over four years.
  • Managed Workforce Management, ensured staffing, and forecasted for over two million calls per year.
01/1990 to 01/2001
Call Center Operations Manager J CREW, INC City, State,
  • Reported directly to the off-site Vice President of Operations.
  • Increased staffing in the range of 200 year-round agents to 600 during peak season while managing all aspects of the call center.
  • Responsible for increasing call center profitability via increased training of incoming personnel.
Education
Expected in
: Business
UNIVERSITY OF ALABAMA - Florence, Alabama
GPA:
Business
Expected in
: Business & Customer Service
ASHEVILLE BUNCOMBE TECHNICAL COLLEGE - Asheville, North Carolina
GPA:
Business & Customer Service
Expected in
: Leadership Development
HAYWOOD COMMUNITY COLLEGE - Clyde, North Carolina
GPA:
Leadership Development
Expected in
:
CENTER FOR CREATIVE LEADERSHIP - Greensboro, North Carolina
GPA:
Interests
Boating, Camping
Traveling
Antique Car Shows
Skills
Applicant Tracking Software: iCIMS
Telephone Software: VOIP, Transera, Avaya
Workforce Software: Avaya
Training Software: Captivate; Articulate
Quality Software: CallMiner Speech Analytics, Zero Variance, Nexidia
Microsoft: Word, PowerPoint, Excel
Additional Information
  • PAYMENT CARD INFORMATION (PCI ) CERTIFICATION
  • WHO'S WHO IN BUSINESS WOMEN OF AMERICA
  • LAMA - Judy McGee Customer Service Continued.

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School Attended

  • UNIVERSITY OF ALABAMA
  • ASHEVILLE BUNCOMBE TECHNICAL COLLEGE
  • HAYWOOD COMMUNITY COLLEGE
  • CENTER FOR CREATIVE LEADERSHIP

Job Titles Held:

  • Senior Director
  • Director of Internal Guthy
  • Call Center Operations Manager

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