Call Analyst Resume Sample

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Edward Crona
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Work Experience

Senior Call Volume Management Analyst
07/2017 - PRESENT
Detroit, MI
  • Consult with Business teams to understand basic requests, providing solutions and business requirements that solves the need
  • Collaborate with IT teams to design and implement new solutions, maximize operating efficiencies and reduce cost
  • Design, build, document, test, implement and maintain Genesys Call Routing configuration, and business routing logic and strategies for multiple business (COM)
  • Troubleshoot issues, and coordinate efforts of internal departments and vendors to ensure proper call routing and CTI data passage
  • Primary 24x7 on-call support for call routing issues on a rotating basis
  • Provide first level support on priority issues escalation
  • Design, build, document, test, implement and maintain Genesys Call Routing configuration, and business routing logic and strategies for multiple businesses (COM)
  • Basic understanding of legislation, specifically Whistle-blowers Act, Privacy laws, anticorruption, labour laws, etc
Quality Analyst, Call Centre
12/2013 - 06/2017
Detroit, MI
  • Understanding of philosophical roots of ethics, ethical reasoning and moral issues in the workplace
  • Passionate about ethics
  • Project management, report writing, monitoring / follow up, systems management and administration
  • Accuracy and attention to detail, whilst seeing the larger picture
  • Deal with confidential information,
  • Assess information and apply judgment
  • Analyse and consider a situation from many angles simultaneously,
Call Centre Analyst
04/2011 - 08/2013
San Francisco, CA
  • Exercise impartiality, ethical judgment and apply ethical logic
  • High work throughput and productivity under stress under stressful circumstances
  • Knowledge of Sasol Code of Ethics
  • Assess, interpret and summarise information into ethical issues
  • Recognizing, interpreting and making sense of subtle clues and unusual patterns of activity
  • Understanding root causes of behaviour resulting in ethics failures"
  • Assess area of responsibility to identify of the primary business unit where the possible ethics violation took place and the ethics officer responsible for the area


Strayer University - Henrico Campus
2006 - 2010
Bachelor's Degree in Business

Professional Skills

  • Excellent interpersonal skills; Excellent oral and written communication skills
  • Excellent communication skills (essential)Experience of working in a team environment (essential)
  • Strong keyboarding / typing skills
  • Possess excellent active listening skills
  • PC skills are essential and ideally experience of using Outlook, Word and Excel
  • Detail oriented and technically savvy Strong analytical and presentation skills
  • Prior experience supporting / knowledge of Office 365 & SharePoint

How to write Call Analyst Resume

Call Analyst role is responsible for design, reporting, security, finance, government, languages, health, word, excel, typing.
To write great resume for call analyst job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Call Analyst Resume

The section contact information is important in your call analyst resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

  • First and last name
  • Email
  • Telephone number

Work Experience in Your Call Analyst Resume

The section work experience is an essential part of your call analyst resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous call analyst responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular call analyst position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions. Representative Call Analyst resume experience can include:

  • Previous administration and co-ordination experience
  • Navigate and operate the Instation System’s user interface
  • 1st Line experience in a data/service management centre
  • Strong knowledge of Capital Markets products (e.g. Foreign Exchange, Fixed Income, Equity, Derivatives)
  • Graduate with 4-6 years of relevant experience
  • Able to make effective decisions quickly, sometimes with limited information

Education on a Call Analyst Resume

Make sure to make education a priority on your call analyst resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your call analyst experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

  • School you graduated from
  • Major/ minor
  • Year of graduation
  • Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Call Analyst Resume

When listing skills on your call analyst resume, remember always to be honest about your level of ability. Include the Skills section after experience. Present the most important skills in your resume, there's a list of typical call analyst skills:

  • Problem solving / judgment skills
  • Prior experience with usage of advanced telephones
  • Effectively present information and respond to questions from managers and/or staff
  • Advanced experience with Genesys Call Routing Platform OR Aspect/UIP Voice and Data Network Infrastructure
  • Professional experience handling inbound telephone calls and emails in a medium volume technical call center or help desk environment
  • Good attention to detail along with the ability to remain calm when working under pressure (essential)

List of Typical Experience For a Call Analyst Resume


Experience For Quality Analyst, Call Centre Resume

  • Processing and routing inbound customer telephone calls: 60%
  • Processing and routing inbound customer emails: 20%
  • Administration of web security & processing web registration requests: 15%
  • Superuser for the SGES
  • Maintain record of Ethics Officer appointments
  • Coordination of Ethics forum meetings
  • Project member on specific ethics projects, e.g. Sasol Human Rights Assessment, etc

Experience For Call Rtg & Sched Analyst Resume

  • Report Generation and Distribution: 5%
  • Fluent spoken and written German
  • Knowledge IP enabled
  • Contributes and adheres to call center process compliance and improvement initiatives. Actively contributes towards projects for further improvement of the organization and the processes. Deliver against a Service Desk Improvement plan, which is part of the overall Customer Service Improvement strategy. As a change coordinator, coordinate all activities required to complete a change

List of Typical Skills For a Call Analyst Resume


Skills For Quality Analyst, Call Centre Resume

  • Microsoft Windows 7 or higher experience
  • Microsoft Office experience, particularly Word, Outlook, Excel, Access
  • Ensure the service is available and effective; and
  • Developing an acute understanding of our customer’s requirement in order to work in a fast paced, challenging environment
  • Updating and annotating records to indicate they have failed inspection
  • Working knowledge of Windows domains, Active Directory, Terminal Server, Mobility Support, Printers, VPN & Lotus notes
  • Dealing with hardware and application support queries and issues reported to the Call center
  • Ensuring that calls are reallocated to a different business unit if prompted to do this
  • Monitoring of the integrity and quality of the calls received to

Skills For Call Rtg & Sched Analyst Resume

  • Monitoring of the integrity and quality of the calls receive
  • Updating of the Ethics officer contact details for the Intranet and External service provider
  • Updating of Ethics forum distribution list on Outlook
  • Manage changes ton the SGES by ensuring that system enhancements are implemented by coordinating and performing tests
  • Manage changes to the SGES by ensuring that system enhancements are implemented by coordinating and performing tests
  • Shift working and rotation telephone answering
  • A thorough understanding of Sasol, Sasol's OMEs and Functions
  • Take constructive criticism and adapt to changing work environments

Skills For Call Centre Analyst Resume

  • Multi-task and coordinate follow up on outstanding issues
  • Liaise with TOA regarding call quality and ensure corrective action
  • Incident management, including log faults, escalate issues, understand SLAs, PIs requreiments
  • Keep recorded of training of new Ethics officers, investigators and coordinators
  • Arrange and coordinate training sessions for Ethics Officers, investigators and coordinators
  • Fluency in written and spoken English; and other languages are an extra (not required)
  • Fluency in written and spoken English is required. Other languages are an extra (not required)
  • Technical and process expert
  • Leverages Huntsman’s social networking capabilities to capture support activities, increase business communication and help support end-users ; Promotes self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs

Skills For Genesys Call Routing Analyst Resume

  • Provide end-to-end accounting support from the source sub-ledgers to the corporate ledger
  • Build, sustain, and leverage relationships and people networks across business functions, business partners, and external organizations to ensure a cooperative and productive environment. Create presentations to track status of work streams, hot topics and strategic developments
  • Advanced knowledge and understanding of contact center tools and systems, policies, procedures, call flow and routing
  • Advanced knowledgeable of Dell’s queue structure, products, and service offerings
  • Work independently and cooperatively with other departments and sites
  • Bi-lingual English/Spanish or English/Portuguese

Skills For Call Ctr Analyst Assoc Resume

  • Develop a generic summary of the ethical issues and complaints in the call to capture the essence and the gist of the possible ethical transgression
  • Assess the call and scope the ethical allegations
  • 18 months in Synchrony and 12 months in current role
  • Volume forecasts > 95% accuracy
  • Speed to Answer: 80% w/in 20 sec
  • Abandonment Rate: 5% or less
  • Review Aspect configuration and determine issues with data/setup to tune forecasts
  • Generate accurate agent schedules with minimal changes two weeks in advance

Skills For Senior Call Volume Management Analyst Resume

  • Capable of reviewing volumes , customer needs, and business needs to determine routing and skill gating strategies in order to meet SLA’s and manage call volumes intra-day
  • Able to help train other CVM’s to expand coverage and capability of CVM team
  • Windows domains, Active Directory, Terminal Server, Mobility Support, Printers
  • MS Office, Windows 7, Lotus Notes / Outlook
  • Storage, Network, Security, Applications & Client Services
  • Global Business Applications support to specialist systems. e.g., SAP, GMIS, Product EHS, E-Business portal

Skills For IT Call Centre Analyst Resume

  • Minimise the likelihood of risks/errors in terms of breaches of requirements and best practice e.g. identity of the callers
  • Accountability and high performance
  • Take accountability for development goals
  • Participate in PMP’s, 121, team brief and team meetings
  • Take ownership and responsibility of an issues from start through to a successful resolution
  • Visual inspection of video stills and textual data to check compliance with published standards
  • Visual inspection of camera images against reference images to check quality
  • Communicate with Field service and external 3rd party suppliers
  • Work in a team, and perform all assigned taskse without close supervision

Skills For Call Quality Analyst Resume

  • Compliance with health and safety and security procedures
  • Attention to details while perform all tasks on the system
  • Understand Data Protection and treat all personal information as confidential
  • Assess whether a Forensic investigation is warranted
  • Assess the significance of the alleged misconduct and decide on the sensitivity and risk of the call

Skills For Local Call Analyst Resume

  • Assess the call and decide on timeline for investigation to be completed
  • Adhere to productive requirements and restricted timelines to complete this work
  • Conflict of interest managed
  • Ensure that calls are allocated to specific investigator by the respective Ethics Officers
  • Assess requests for extension on investigation timelines, and decide whether to grant such requests
  • Conduct statistical analyses on open and resolved calls to extract trends and provide Ethics Officers with relevant information

Skills For Analyst, Call Loans Resume

  • Stakeholder/ Customer focus
  • Internet, Hardware, VPN
  • Office 365 & SharePoint
  • Protect and enhance the integrity of the system
  • Significantly improve quality of calls received via the ethics-line

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