Call Center Operations Resume Sample

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Gage Wunsch
6144 Lubowitz Burgs,  Phoenix, AZ
+1 (555) 712 6234

Work Experience


Manager, Call Center Operations
06/2015 - PRESENT
Phoenix, AZ
  • Monitors systems and execution of work flow patterns for effective staff utilization
  • Establishes and maintains effective performance monitoring systems
  • Supervises agent scheduling, attendance and adherence to logged time usage
  • Monitors agent QA performance, productivity and conducts remedial training, coaching, and corrective actions; executes performance assessments through the FG appraisal process and the Rewards and Recognition programs
  • Coordinates with HR to maintain adherence to FG employee relations policies and procedures and orchestrates related training
  • Participates in the maintenance of core documents including training modules, SOP’s and other supplemental materials
  • Provides on-the-floor support including the service of escalated customers; researches and assists in resolving service deficits and employs a root cause approach
Call Center Operations Supervisor
09/2008 - 03/2015
Chicago, IL
  • Identifies, rectifies and reports agent and SLA performance deficits to call Center Director
  • Identifies and defines yearly goals, objectives, projects and timelines for individuals for the department and conducts a quarterly review of progress and results
  • Provides back-up/overflow coverage in all areas of the Contact Center
  • Oversee all daily aspects of Call Center. This includes responding to inbound consumer inquiries within established service levels, as well as managing outbound call campaigns by using call prioritized queue management and risk stratification to reach priority patients
  • Interface with operations and sales to ensure timely response and follow-up to customer referrals
  • Ensures the proper systems, procedures, internal controls, quality standards, metrics, and quality control processes are in place for the department’s work
  • Analyzes trends in metrics, call volume, connection rates, referral and admission conversions and implements action to meet and exceed goals and expectation
Call Center Operations Support Manage
05/2006 - 06/2008
New York, NY
  • Accountable for identifying improvement opportunities and implementing action plans to address any issues within the call center
  • Forecast the quantity and type of inbound calls
  • Forecast the quantity and type of outbound calls
  • Plan for staffing (skill and competency mix) to meet scheduled, peak and surge call types
  • Conduct ongoing customer satisfaction surveys. Generate and/or circulate weekly and monthly statistical reporting in areas such as: call volume and response, customer satisfaction, nurse and team member productivity, issue identification and trending as well as escalation to senior management of any recognized customer need
  • Hire, establish goals, and coach call center team members. Provide a comprehensive orientation to the Call Center mission and objectives
  • Evaluate performance goals and provide informal ongoing feedback; meet formally each quarter with each employee to review progress, identify priority areas and re-establish goals if needed
  • Work to consistently have tools and aides for employees that are accessible, accurate and current. Maintain Call Center policies and procedures, reviewing and updating as needed but at least on an annual basis

Education


University of Pittsburgh at Greensburg
2000 - 2005
Bachelor's Degree in Behavioral Science

Professional Skills


  • Strong time management skills and excellent organizational skills
  • Excellent Customer Service and strong verbal and written communication skills
  • Demonstrated positive, mentoring style of leadership. Excellent motivational skills
  • Strong negotiation, interpersonal, written and oral communications skills -- including statistical report writing,
  • Advanced computer skills (experience with Word, PowerPoint, Excel, and Outlook required)
  • Strong organizational skills and the ability to handle multiple tasks
  • Excellent interpersonal skills and the ability to work with a variety of personalities

How to write Call Center Operations Resume

Call Center Operations role is responsible for training, education, reporting, planning, leadership, communications, organization, customer, retail, integration.
To write great resume for call center operations job, your resume must include:

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

Contact Information For Call Center Operations Resume

The section contact information is important in your call center operations 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 Center Operations Resume

The section work experience is an essential part of your call center operations 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 center operations 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 center operations position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions. Representative Call Center Operations resume experience can include:

  • Act as Call Center spokesperson and representative for company-wide initiatives, communications, meetings with other departments, and outside events – always acting as the customer advocate. Promote the customer viewpoint and help others to see things through the customer’s eyes
  • Conduct team tactical and strategic planning meetings. Anticipate customer needs and plan accordingly. Conduct focus groups or special customer surveys as needed
  • Continually enhance knowledge and awareness of industry standards, trends and best practices in order to strengthen organizational knowledge and the Call Center team
  • Proven project management skills, with focus on timely, quality results
  • Excellent communication skills displayed verbally and written, internally and with customers
  • Proven and demonstrable leadership, management and motivational skills appropriate areas of focus

Education on a Call Center Operations Resume

Make sure to make education a priority on your call center operations resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your call center operations 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 Center Operations Resume

When listing skills on your call center operations 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 center operations skills:

  • Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities,
  • Exercise good judgment and utilizes creative problem solving skills
  • Work experience with various aspects of acute and post-acute care that can be demonstrated through a solid understanding of post-acute care
  • Solid problem-solving skills for the purpose of solving issues related to team performance
  • Excellent conflict management skills for the purpose of resolving escalated employee and customer complaint issues
  • Ensuring that the team members acquire the appropriate support, tools and training to apply skills and knowledge on the job

List of Typical Experience For a Call Center Operations Resume

1

Experience For Manager, Call Center Operations Resume

  • Lead projects from beginning to fruition providing excellent communication and assisting in any necessary components for completion
  • Working knowledge of computer systems and information technology
  • Proficient at leading Call Center operations and implementing best practices
  • Above average interpersonal and negotiation skills in dealing with other customers and departments as well as senior management. Excellent presentation skills in front of both internal and external audiences
  • Performs high-volume, time-sensitive tasks that require immediate attention and problem solving skills
  • Monitor and assess Member Services staffing, including assignment allocation and productivity
  • Advanced expertise in dealing with upset, angry, or inappropriate customers
  • Responds to all internal requests according to established procedures and standards
2

Experience For Call Center Operations Supervisor Resume

  • Have a working knowledge of SharePoint Lists, Google forms, Google Sheets, and Team Drives
  • An understanding of how to place request for security changes in Access Essentials and 3pm
  • Schedules/monitors staffing by hour; review and adjust as necessary
  • Manages incoming and outbound sales activities of organization whether by phone, email, web or chat
  • Assists sales forecasting activities for assigned teams and sets performance goals
  • Creates and interprets statistical information regarding departmental metrics to improve company efficiencies
3

Experience For Call Center Operations Tech Resume

  • Develops necessary reporting for both sales and call center metrics
  • Creates standardized training materials in support of Sales manager
  • Schedules staff and establishes call distribution for optimum handling of call volume
  • Provides instruction and guidance to Travel Specialists for handling customer complaints
  • Proposes new training tools, equipment, incentives, procedures, call dialogues, etc. to better meet internal and external customers’ needs
  • Root cause analysis for SLA deviations proposing actions to recovery results
  • Supervises the coordination of service to meet new and existing client program objectives and expectations
4

Experience For VP of Call Center Operations Resume

  • Manage offshore strategic vendor relationships and staffing needs
  • Create and execute an initiative geared toward employee motivation and productivity in a Call Center environment
  • Working knowledge of Automated Call Distribution Systems as well as Help Desk systems. Understanding of sales and marketing programs, especially in support of the customer
  • Monitors daily workflow and production to ensure the quality and service level commitments are maintained
  • Ensure compliance with Aon’s Code of Conduct and Data Privacy policies
  • Manage a team of Clinical Team Supervisors
  • Manage and mentor a group of team leaders/supervisors
5

Experience For Manager Call Center Operations Resume

  • Assist in the creation of innovative programs and initiatives that support the department’s goals and vision
  • Strong experience in operationalizing CRM systems ( inclusive of integration of membership, pricing, knowledge management, performance dashboards, chat, email, and other marketing and campaign management)
  • Strong experience in customer service (voice, email, chat, social, help desk and self-service)
  • Experience with prior authorization non-emergency transportation services
  • Highly technical background with ability to present the options/scenarios in “layperson’s terms”
  • Work in cross functional teams and build relationships
  • Related experience with transportation in some form. For example, providing Medicaid trips, paratransit call center experience, public transit experience, working with MCO’s and providers etc
6

Experience For Call Center Operations Support Manage Resume

  • Exceptional focus on customer service
  • Succeed in a metrics driven environment
  • Train Member Services staff, ensuring adherence to contractual and Health Choice guidelines, and facilitate cross-training for increased responsiveness and departmental efficiency
  • Review and access usage of correct action codes, review all complaints/grievances taken from Member Service Representatives
  • Quality methodology- develop, implement and manage KPI’s for call center performance
  • Leads continuous improvement of call center performance by working closely with internal and external partners to strengthen the customer experience and processes
  • Develop, map and implement all processes and data management for the call center (internal and external)
  • Technology- Continually assess the capabilities and select the technology to optimize call center processes
  • Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades
7

Experience For National Call Center Operations Lead-wealth Management Operations Resume

  • Coach and counsel Member Service staff
  • Review all complaints/grievances taken from Reps
  • Monitor call volume and abandonment rate thru GNAV
  • Prepare monthly reviews on attendance, tardiness, monitors scores
  • Prepare annual performance appraisals as required
8

Experience For Regional Call Center Operations Supervisor Resume

  • Prepare and present corrective actions as needed
  • Monitor calls for quality purposes
  • Prepare time edits for payroll, review paid time off request
  • Maintain attendance record from the attendance line
  • Ensure new employees are adequately trained
  • Complete performance appraisals and 30-Day monthly evaluations as scheduled
  • Complete at least 2 quality monitors on each employee per month
  • Ensure that PTO is recorded and correct
  • Ensure that attendance is correctly maintained in employees file
9

Experience For Manager of Call Center Operations Resume

  • Reviews and analyzes Call Center Metrics (average speed of answer, on-hold time, etc.)
  • Reviews and maintains call flows (interact with IT as necessary)
  • Maintains database of source data for product and policy information
  • Seeks out alternative approaches to contact center operations function to reach company goals
  • Manages and coordinates implementation of customer service systems
  • Analyze ACD Reports daily, weekly, and monthly Call Activity Reports
  • Manage contact activity and coverage to assure high contact levels
  • Develops and maintains extensive expertise in terms of contact center technology, metrics and other related areas to assist with associate needs
  • Proactively and professionally interacts with members of the management team to determine and improve company-wide processes/procedures in order to improve company efficiencies
10

Experience For Director, Call Center Operations Resume

  • Monitor performance trends, including call volume, call patterns, absenteeism, staff productivity & attrition rates
  • Manage schedule adherence and absenteeism
  • Real time management to ensure that the plan be reached
  • Communicate identified intraday risks to the business leaders and report actions taken to eliminate/reduce impacts
  • Provide proactive analysis and recommendations to assist the business achieve their targets

List of Typical Skills For a Call Center Operations Resume

1

Skills For Manager, Call Center Operations Resume

  • Effective leadership and analytical skills including working knowledge of typical Contact Center KPIs, staffing models, and capacity planning
  • Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center,
  • Experience using Microsoft Office products to create reporting for leadership in a highly informative, effective manner
  • Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience,
  • Excellent capability to conduct effective/productive meetings
  • Listen effectively to find the root cause of issues and manage any conflicts with team or customers and resolve issues
  • Communicates effectively with all levels within AIG Warranty, clients and/or vendors
  • Analytical skills to create and analyze reporting, calculate discounts, gross margin, calculate commissions
  • Related operations experience in a call center focused on customer experience
2

Skills For Call Center Operations Supervisor Resume

  • Efficiently organize and manage multiple priorities and align resources to meet demand; strong attention to detail
  • Develops and implements long and short-term strategies to effectively utilize technical and human resources to provide quality service to clients
  • Develop and maintain effective staffing levels, including creative recruiting techniques, training, coaching, on-going employee development and recognition
  • Significant experience (3+ years) supervising and developing subordinates
  • Experience in management of a call center, focusing on inbound and outbound call placement, as well as queue management and forecasting
  • Support team leaders and other staff by removing obstacles that hinder the member’s experience from being legendary
  • Experience in a call center environment managing teams,
  • Demonstrated leadership and vision (think outside the box) in managing staff groups and major projects or initiatives
3

Skills For Call Center Operations Tech Resume

  • Previous healthcare work experience interacting with members and/or providers
  • Experience leading groups of 50+ employees
  • Demonstrate comprehensive understanding of the Military OneSource contract, program requirements and military culture
  • Manage multiple job tasks and projects with varying priorities/deadlines
  • Maintain effective and continuous improvement by monitoring Q.A. scans
  • Coach, develop action plans that maximize performance, and provide effective feedback
  • Experience in a technical service desk environment
  • Prioritize, multi-task and adapt to a fast paced team oriented environment
  • Proven ability to manage projects, show initiative and think outside the box
4

Skills For VP of Call Center Operations Resume

  • Demonstrated ability to establish and maintain successful business relationships with internal and external partners
  • Demonstrated ability to work within a diverse work group environment
  • Demonstrates an intense personal commitment to their job
  • Call Center experience in a metrics driven environment
  • Previous bank leadership and operations experience preferably in a call center/customer service center environment
5

Skills For Manager Call Center Operations Resume

  • Considerable experience (10+ years) in operations management in a collections or call center environment
  • Understand budgetary constraints and operate within established guidelines
  • Maintain positive, consistent, and effective communications with staff
  • Champion and/or lead projects that impact and influence the beneficiary experience
  • Develop, implement and maintain effective internal and external Quality Assurance (QA) programs and strive to exceed Service Level Agreement (SLA) performance
6

Skills For Call Center Operations Support Manage Resume

  • Strong Talent Management focus with an emphasis on developing internal talent and managing results-oriented recruiting and training programs
  • Demonstrated ability to utilize technology to enhance efficiency
  • Demonstrated ability to formulate and execute business strategies to meet short and long-term goals
  • Proven ability to engage, motivate and energize team members
  • Experience in a call center environment managing teams, call center scheduling, managing and reporting call stats
  • Excellent inter-personal relationship
  • Proven track record of establishing key metric reporting
  • Experience working in a customer service environment
  • Extensive knowledge of contact center systems, processes and the delivery of a high quality customer experience
7

Skills For National Call Center Operations Lead-wealth Management Operations Resume

  • Proven ability to multi-task and work well in a fast-paced environment
  • Reading and communicating (writing and speaking) fluently and professionally in English
  • Supporting all aspects of recruiting, training and ongoing development of agents and leadership
  • Expressing the luxury standards associated with the Wynn/Encore brand to callers, sharing information about the property and its amenities
  • Managing daily performance ensuring high levels of goal attainment and quality of service
  • Creating and supporting reward and recognition programs for the call center
  • Managing an inbound call center with over 400 agents, managers, supervisors and support staff
  • Develops staffing plans and hiring of new team members as needed; including forecasting and determining future needs
  • Responsible for processing replacement claims and handling/responding to back-orders in a timely and accurate manner
8

Skills For Regional Call Center Operations Supervisor Resume

  • Oversees development of management team (e.g., setting performance expectations/targets, training, coaching, performance appraisals, etc.)
  • Prepare performance reports by collecting, analyzing, and summarizing data and trends and report these results to the Call Center Director
  • Responsible for mentoring, coaching and developing a team of associates
  • Work varying schedules, including remotely where applicable
  • Ensure timely investigation and completion of customers' concerns relating to claims handling and payment
  • Assist in monitoring call volume and abandonment rate utilizing GNAV phone system
  • Accurate time keeping and payroll reporting
  • Monitors/approves monthly client billing, making revisions as necessary
  • Monitor specific goals by accepting ownership for accomplishing new and different requests
9

Skills For Manager of Call Center Operations Resume

  • Manage the Market Source assignments by agents to each marketing program for tracking
  • Exceptional ability to develop and manage results-oriented recruiting and training programs,
  • Willingness to work a flexible schedule that varies according to business needs
  • Provide a motivating environment for team
  • Maintain a positive and professional attitude when dealing with escalated claims
10

Skills For Director, Call Center Operations Resume

  • Work closely with operational teams to ensure readiness of documentation that assists agents in being able to support member’s in their journey
  • Partner with the Vice President and the other key leadership on strategic and critical organizational issues that relate to and impacting the Contact Center
  • Manage workflow and performance metrics, and proper scheduling of contact center staff to accommodate business needs & peak volumes
  • Manage the results of customer satisfaction surveys ensuring continuous improvement and increased customer satisfaction
  • Develop the strategy and manage the ongoing support processes, integration and maintenance of call center programs

List of Typical Responsibilities For a Call Center Operations Resume

1

Responsibilities For Manager, Call Center Operations Resume

  • Effective and strong written and verbal communication
  • Meticulous organizational skills, with the ability to multi-task; and
  • Train, motivate and coach the PSS Supervisors on the essential skills to meet that each team member has the tools they need to succeed at their job
  • Using all available tools to ensure effective supervising, planning, and managing functions within DRO Group
  • Maintain and be ultimately responsible for the development and execution of effective and positive employee relationships with sites
  • Reviewing the staff’s performance, determining training needs and scheduling training sessions
2

Responsibilities For Call Center Operations Supervisor Resume

  • Managing and directing the daily activities of agents and leads
  • Research and analyze root cause of problems, identify trends and recurring problems, and suggest resolutions
  • Ensure call scripts are followed to minimize provider abrasion while meeting client requirements
  • Ensure all scheduling information and call notes are consistently and accurately maintained in the system
  • General knowledge of Microsoft Office applications including Excel and Outlook
  • Learn quickly and adapt to changing situations
  • Perform research on billing inquires and claims to provide payments and refunds
  • Send reports and analysis within the deadline and with accurate information
3

Responsibilities For Call Center Operations Tech Resume

  • Ensure that all requests from business leaders to be addressed properly and within the deadline
  • Work with IT and Business to solve quickly system issues that affect the team's performance
  • Liaison with internal and external groups to make informed and beneficial business decisions based on current and future projects
  • Manage technical aspects of CS support applications (Email Management, KMS, LMS, etc.)
  • Ensures that monthly and annual client reviews are conducted
  • Tracks revenue to plan and report variances on a monthly basis
  • Acts as client and interdepartmental advocacy role model
  • Identifies additional prospective work opportunities and develop innovative approaches to manage efficiency and profitability
  • Identifies process improvement opportunities to drive efficiencies through the operation
4

Responsibilities For VP of Call Center Operations Resume

  • Participate in selection of Program Manager and Director level candidates
  • Works with sales to develop new clients
  • Lead a team of approximately 100 associates across multiple lines of business, in two domestic locations, Dresher, PA and Jacksonville, FL and an off-shore contingency in the Philippines
  • Responsible for the strategic planning and execution of all Contact Center operations, including developing and integrating processes for the continuous improvement of the customer experience
  • Establish strong partnerships with key stakeholders across the U.S. businesses to ensure an exceptional beneficiary experience is provided
  • In addition to quality, production and workforce metrics, focus on organizational talent
  • Develop reporting mechanisms and provide senior management with information that captures the Contact Center’s emerging issues, trends, opportunities, and outcomes
  • Focus on both short and long-term planning along with responsible expense management and insure compliance with risk, regulatory and legal guidelines and standards
5

Responsibilities For Manager Call Center Operations Resume

  • Strong sense of urgency and the ability to address conflicts and provide immediate resolution, including the identification of technical and/or process improvement opportunities
  • Strong interpersonal, written and oral communications skills with the ability to interact at all levels within the organization
  • Ability and willingness to travel domestically and internationally, up to 25%
  • Develop and maintain an environment that encourages personal involvement in planning, communications, coaching and development of employees, sharing responsibilities and accountabilities to ensure effective contribution to corporate goals and objectives
  • Provide direct oversight, management, mentoring and development of Bellevue management team to ensure effective delivery of services and communication/ interface with the Military OneSource East coast locations
  • Under the guidance of Senior Leadership, ensure accurate and business effective protocols related to the provision of service to all Military OneSource calls as well as business redundancy and recovery plans are in place and followed at all times
  • At the direction of the Senior Leadership, manage and coordinate supervision of personnel, which includes work allocations, make recommendations for personnel actions and approve motivational plans and/or programs for individual development in order to operate at peak productivity
  • In coordination with the Senior Leadership maintain cohesive working relationships to establish effective problem resolution and process improvement toward the achievement of exceptional service
  • Participate in and contribute to senior leadership operations calls, meetings and initiatives
6

Responsibilities For Call Center Operations Support Manage Resume

  • Lead by example, motivating and generating enthusiasm among call center employees both direct and indirect to create a culture of productivity and responsiveness
  • Coordinate and collaborate with management to address issues which affect call center operations
  • Ensure adherence to service level agreements of quality, productivity, accuracy, and any other defined metrics
  • Drive improvements in overall service levels, transactional efficiencies and cost management
  • Responsible for the execution of contractual plans for individual client programs as well as compliance to all contractual commitments
  • Mediate, respond to, and resolve highly sensitive customer/client issues, which could negatively impact customer/client
7

Responsibilities For National Call Center Operations Lead-wealth Management Operations Resume

  • Responsible for daily, weekly, monthly interactions with clients including status updates, problem resolution, proactive communication and on-going relationships
  • Establish clear roles, directions, responsibilities, and performance requirements for the call center management team
  • Perform cost-benefit analysis and identify cost efficiencies and savings opportunities
  • Maintain and manages program budgets
  • Manage daily special/past due project activities to ensure a culture of professionalism, discipline and accountability
  • Ensure delivery of client and compliance requirements. Handle escalated customer inquiries and complaints
  • Contribute information and analysis to organizational strategic plans to the Outreach Director
8

Responsibilities For Regional Call Center Operations Supervisor Resume

  • Assist in the development, maintenance and adherence to policies and procedures
  • Set call campaign schedules in accordance with overall client production plans
  • Manage, supervise and coordinate the activities of outreach agents including supplying information to account management on actions and improvements for customer handling
  • Serve as the liaison between internal departments and external customers to collect information and resolve issues
  • Meet performance goals and targets set by the Call Center Director
9

Responsibilities For Manager of Call Center Operations Resume

  • Attend educational workshops when possible to ensure outreach agents are updated on all new information
  • Accomplish Outreach Department objectives by orienting, training, assigning, coaching, counseling, and disciplining employees by enforcing policies and procedures
  • Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum results
  • Mange employee morale and productivity
  • Implement new ideas in call center; upgrade the culture of the center
  • Fulfill vacpac & tour quantity requirements by resort, and manage growth as specified
  • Supervise a team of associates on non-clinical active projects and collaborate on provider concerns or inquires ensuring timely resolution and customer satisfaction
  • Communicate with management regarding daily issues affecting sites, customer satisfaction, employee performance suitability and/or develop and implement corrective actions when necessary
10

Responsibilities For Director, Call Center Operations Resume

  • Provide weekly and monthly progress updates to direct reports regarding quality scores and productivity
  • Lead and participate in regularly scheduled staff meetings and conduct regular meetings with associates
  • Work as part of the management team to support the Operations Business Performance Metrics
  • Perform ongoing periodic checks to ensure employees correctly perform procedures and identify deficiencies and work closely with training staff to correct any issues noted
  • Responsible for the hiring, accepting resignations and initiating termination
  • Provide performance feedback in a timely manner and address any deviations from expectations
  • Identify and report IT issues, oversee ticket request submissions and follow up

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