LiveCareer-Resume

senior manager contact resume example with 20+ years of experience

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Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Professional Summary

Forward-thinking Senior Manager adept at managing teams of 30 to 200 employees with 35 to 40 direct reports to accomplish challenging objectives. Imparts clear vision to guide cohesive, high-performing teams. Hardworking Account Manager gifted at lead generation and efficiently resolving customer issues. Engaging and personable to build successful relationships with co-workers & customers. Outstanding client presentations, effective communication skills and a dedication to customer service.

Skills
  • Compliant & Self disciplined
  • Skilled with CRM/Contact Center applications
  • Data analysis & statistics
  • Strong work ethic Motivated Creative & strategic thought process
  • Ability to quickly adapt to changes
  • Ability to work collaboratively, very team orientated
  • Data-Driven Decision-Making
  • Cross-Functional Team Leadership
  • Managing Employee Relations
  • Scheduling and Coordinating
  • Maintain Knowledge database
  • Workforce Management
  • Highly proficient computer skills
  • Leadership skills
  • Quality Managements technology & analysis
  • Cooperative and open minded
  • Strong interpersonal skills in relationship building
  • Adaptability
  • Positive upbeat personality
  • Troubleshooting and Problem Resolution
  • Managing Operations and Efficiency
  • Performance Tracking and Evaluations
  • Employee Coaching and Motivation
  • Managing Deadlines
  • Staff Management
  • Procedural Streamlining
Work History
05/2014 to 04/2022 Senior Manager, Contact Aqua America, Inc. | Limerick, PA,
  • Responsible for managing the daily operations of the contact center, meeting company objectives to provide high level of quality as well as required KPI metrics which included Call handle 98% Lead conversion of 50% Show 40% List Penetration of 150%
  • Build & maintain strong relationships with the management staff in all 77 schools.
  • Overall management of maintaining adequate staff requirements, recruitment and hiring to meet call handing & list penetration goals
  • Provide staff with training on new policies, procedure & SOP's as well as any recurrent training to ensure quality standards are met, develop conversation scripting for various types of campaigns
  • Contact : -Jennifer Rebarchick 570-429-4321 ext
  • 2056
02/2013 to 05/2014 Purchasing Analyst Assurant | Manassas, VA,
  • Compiled data, created spread sheets & charts for analysis on company spend
  • Create & maintain company SOP's
  • Develop procedures to cut spend and eliminate waste
  • Contact : -Andrew Trinovitch 570-401-6107
10/2011 to 02/2013 Workforce Analyst Petco | Spring, TX,
  • Worked with management to create strategic plans during the start up phase of Call Center
  • Managed staffing, developed forecasts to determine staffing requirements for all areas & managed call volume in real time
  • Worked with IT to build remote workforce for 40% of the staff
  • Contact : -Jan Butcher 570-266-3278
02/1997 to 12/2009 Operations Manger Hilton Reservations Worldwide | City, STATE,
  • Matrix management environment, responsible for analyzing data to manage real time call volume and ensure required KPI's we met consistently for the all consolidated hotels & 800 call volume
  • Required metrics were 75% Service Level, 90% occupancy, Abandon rate at 3% or lower
  • Worked with IT to build remote workforce for 35% of the staff of 250 reservation representatives
  • Developed process improvements to help optimize performance, and Reduced operational risks while organizing data to forecast performance trends
  • Interacted well with hotel personnel and customers to build connections and nurture relationships
  • Contact : -Susan Daubenspeck 570-535-9847
Education
Expected in to to | Electronic Record Management McCann School of Business, Pottsville, PA GPA:
Expected in 06/1989 to to High School Diploma | Shenandoah Valley Jr. Sr. High School, Shenandoah, PA, GPA:
Additional Information
  • Experienced Professional seeking new opportunity Enthusiastic and highly motivated with 24 years of experience & proven leadership skills, seeking a management position for a dynamic company where I can apply my abilities to contribute to organizational objectives with sheer commitment & determination to provide results.

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Resume Overview

School Attended

  • McCann School of Business
  • Shenandoah Valley Jr. Sr. High School

Job Titles Held:

  • Senior Manager, Contact
  • Purchasing Analyst
  • Workforce Analyst
  • Operations Manger

Degrees

  • High School Diploma

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