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CUSTOMER SERVICE MANAGEMENT

Dynamic and results focused professional with extensive experience managing in customer-driven and dynamic industries proficient in operations management, customer service, and workflow administration. Highly reliable and efficient with a valuable track record in achieving organizational goals and delivering excellent customer service with proven ability to thrive in busy environment. Strategic thinker and effective decision-maker recognized for ability to lead productive teams and exceed operations and customer service goals while ensuring execution of all quality and corporate operations policies. A self-motivated team player with excellent interpersonal and communication skills and experienced in working with different teams and individuals at all levels from diverse cultural and socio-economic backgrounds.

Core Competencies
Operations Management • Customer Service • Quality Monitoring • Call Center Operations • Budget Administration
Staff Training & Development • Administrative Functions • Metric Analysis & Reporting
• Program Evaluation & Planning • Process Improvement

PROFESSIONAL EXPERIENCE

City of Berkeley 311 Customer Service Center Berkeley, CA 07/2011 – Present
Customer Service Manager
Manage daily operations for the 311 Call Center and the Online Service Center, and continuously enhance the scope of the operation to support all city departments. Evaluate employee performance metrics.
• Functioned as Citywide leader in proposing customer service policies, improving practices, defining goals, resolving customer escalations and measuring performance.
• Coordinate the ongoing development of the Community Relationship Management (CRM) System, Interactive Voice Response (IVR) system and the website.
• Establish and maintain communications with city departments, and city council, and kept the community informed of customer service developments.

City & County of S.F. 311 Customer Service Center San Francisco, CA 04/2007 – 07/2011
Quality Assurance Analyst, 02/2008 – 07/2011
Directed PST employees via C.C.S.F Jobs Now Program. Measured, and evaluated individual, team and departmental performance. Monitored and scored call recordings of CSR’s customer interactions via NICE.
• Designed and implemented quality-monitoring forms.
• Facilitated weekly quality calibration meetings. Reviewed training materials and conducted CSR training.
• Reviewed and analyzed call center data to identify problems, trends and opportunities for improvement. Performed analysis of work procedures and consulted with management.

Customer Service Supervisor, 04/2007 – 02/2008
Supervised customer service agents, and participated in recruiting, hiring and training of new customer service agents. Served as liaison between 311 and other City and County departments. Investigated and resolved escalated customer service complaints using Lagan CRM & NICE
• Evaluated and documented agents’ performance utilizing Lagan CRM, NICE, CRM/Avaya, and Blue Pumpkin.
• Assessed and provided performance appraisals. Monitored calls and coached agents on correctable behaviors.
• Monitored time cards and administered disciplinary action when appropriate.

Comcast Cable, San Francisco, CA 05/2005 – 04/2007
Technical Operations Supervisor
Oversaw dispatchers, customer commitment representatives and customer account executives in dealing with complex customer complaints
• Researched, compiled and analyzed data regarding operational issues, prepared, and developed management reports.
• Performed analysis for development of performance metrics. Monitored, analyzed and evaluated daily call volume and data to ensure agents were meeting FCC service level percentages.
• Analyzed existing policies, procedures, work practices, and assisted in developing recommendations and course of action.
• Prepared yearly performance appraisals. Developed and implemented employee recognition program.

Comcast Cable, Concord, CA 04/2003 – 05/2005
Direct Sales Order Entry Supervisor, 10/2004 – 05/2005
Handled recruitment, hiring, training, and management of 22 employees and 2 Leads. Assisted with major cable conversion projects by offering additional support at off-site kiosk and in house DSOE agents. Processed new cable service, tracked and complied data to show percentage of customer converted.
• Managed relationships with internal clients including area direct sales management.
• Designed call routing for the IVR. Performed analysis, established performance metrics, and reporting methodology.
• Tracked daily service levels and weekly team performance. Assessed and provided feedback on call quality.
• Set individual employee goals for yearly performance appraisals. Coached and developed employees on Comcast and department goals.
• Developed and implemented monthly incentive programs. Compiled, analyzed and prepared data for monthly payroll incentive budget for the company director.

Billing & Repair Supervisor, 04/2003 – 10/2004
Managed 22 Customer Account Executives. Handled escalated customer issues regarding products and services. Ensured compliance with the company’s quality assurance goals. Coached and developed CAE’s on performance goals and objectives.
• Prepared, monitored and administered yearly performance appraisals.
• Monitored and evaluated employee attendance and weekly performance.
• Validated time cards and prepared payroll data.

EDUCATION & CREDENTIALS

Call Center Management, 2012
The College of Call Center Excellence – Benchmark Portal

Essential Supervision Skills, 2012
Rockhurst University Continuing Education Center

TECHNICAL SKILLS
Microsoft Office Suite: Word, Excel, PowerPoint, Outlook
Lagan CRM; Ayaya CMS; IEX Total View; NICE

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