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The sample below is for a Call Center — Operations Management CV Resume Sample. This resume CV was written by a ResumeMyCareer professional CV resume writer, and demonstrates how a CV resume for an Executive Management CV Resume Sample should properly be created. Our Certified Professional CV Resume Writers can assist you in creating a professional document for the job or industry of your choice.

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CALL CENTER — OPERATIONS MANAGEMENT

Dynamic, pioneering and respected Call Center/Operations Management professional with a demonstrated track record of leading cutting-edge Service/Support, workforce development and process improvement strategies that align perception and create distinction among competitors. Bold, analytical thinker and high-energy leader with innate ability to influence decisions and gain the trust of peers, clients and management teams. Eager to contribute advanced operations expertise, teambuilding initiatives and leadership skills toward optimizing the goals of a world class employer in an Operations leadership role

Core Competencies
Operations Development • Sales/Marketing • Negotiation • Team Leadership/Training • Communications
Process Streamlining • Customer Relations • Profit/Volume Growth • Service/Support • Staff Recruitment

PROFESSIONAL EXPERIENCE
Sodexo Healthcare Services @UTMB, Galveston • TX 2008 – Present
Service Response Center Director
Provide strategic direction for overall operations activities within the SRC including workforce scheduling, recruitment and training, and improvement of key performance indicators. Manage call center software, performance monitoring, agent development and mentoring, and post calls customer satisfaction surveys. Leverage focus on compliance with standard practices and processes across the call center and implement best operational practices and process improvement methods to achieve SLA and work order goals. Recruit top tier talent and providing training and personnel development for all new hires. Develop and direct all new business development opportunities and drive key client relations, traveling onsite to attend all meeting as appropriate. Perform quality audits, develop and review performance reports, identify areas for improvement, and implement measures to increase performance levels and goal objectives.
Advanced Diagnostics Healthcare Inc., Houston • TX 2006 – 2008
Director of Call Center Operations
Provided leadership and direction for Call Center Operations, Dispatch, Scheduling, and Billing and Medical Records oversight and collaborated with HR to ensure adherence to all company policies. Performed all evaluations for direct reports and verified all staff were adequately training and focused on company service and support. Implemented disaster recovery plan, ensuring productivity continuance, and served as liaison between senior management and Call Center to effectively communicate all organizational goals and objectives.
AHMC Healthcare Inc., Alhambra • CA 2003 – 2006
Billing/Operations Manager
Oversaw employee management within department and managed processes, re-billing of claims, debit, credit and adjusted claims according to contract/charges. Strong P&L oversight and development of new business opportunities, leveraging strong and sustainable billing strategies. INP/OUT Billing management, Contact Center oversight, oversaw Rehab Medicare Acute Accounts and crossover Medi-Cal billing. Reconciled reports and provided “status” updates for aging claims/unbilled claims on a monthly basis to Controller.
C-beyond Communications, Dallas • TX 2001 – 2003
Market Client Support Manager
Directed Field Operations, Customer Care, Sales Engineers, and Technical Support Advisors focused on world-class client service and support.
Pre 2001:
Sr. Manager Call Center Operations – Transamerica Corporation, Dallas, TX
Supervisor, Customer Service/Call Center – MCI Telecommunications, Dallas, TX

EDUCATION AND CREDENTIALS
Southern Arkansas University, Camden • AR
Bryman College, Anaheim • CA

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