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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 • (xxx-xxx-xxxx • abc@xyz.com

 

Results-focused Call Center Supervisor specializing in Team Building, Training / Development, Process Improvement, Quality Assurance, Workflow Prioritization, and Client / Customer Relations eager to offer proven, high-volume experience toward maximizing a progressive employer s success.

 

Profile of Qualifications

 

         Top-performer who makes solid decisions to reflect positively on business productivity and company well-being.

         Integral leader who builds quality staff teams to encourage high levels of company loyalty and low turnover rates, along with effectively supporting all client programs, products, and services to optimize bottom-line results.

         Ambitious self-starter who establishes goals to meet efficiency levels, team / center targets, and quality assurance standards.

         Expert coach and mentor who motivates team members to achieve call center metrics.

         Proficient with telephony system technology (i.e. RTA Systems and CMS Emulators).

 

Key Areas of Expertise

 

Call Center Operations                        Team Building / Training               Process Improvement                 Quality Assurance

Client / Customer Relations               Consultative Coaching                    Workflow Prioritization             Business Communications

 

Career Highlights

 

         Developed and delivered a targeted compliance guide containing detailed organizational procedure standards.

         Decreased expenses 60% by applying greater consistency in business planning and marketing.

         Strategically steered revenue growth efforts by developing results-driven sales techniques for customer service staff.

         Successfully organized and implemented a system and call scripts to facilitate efficient management of call volume.

 

Professional Synopsis

 

Quality Assurance Supervisor Inbound / Outbound Call Center

AEGIS, Irving, TX                                                                                                                                                           2009 C Present

 

         Apply dynamic leadership talents toward directing fast-paced, high-volume call center operations to include managing a top-performing 100-member outbound call center staff in delivering superior customer service at all times.

         Drove operations growth by recruiting, hiring, and training 500+ solutions-focused customer service representatives.

         Contribute sharp analytical abilities toward reviewing call center statistics to measure staff performance to include meeting and / or exceeding set objectives and providing effective feedback, professional development, and corrective action plans.

         Lead proactive meetings with client services teams to ensure goals are attained while initiating targeted process improvements.

         Build profitable new relationships with customers while maintaining valuable existing clientele to include monitoring staff and caller interaction to guarantee strict compliance with policies / procedures and optimize quality assurance standards.

         Expertly perform quality checks, develop / review performance reports, identify areas to improve, and implement strategies to increase performance levels, along with organizing and disseminating comprehensive call center-specific reports.

         Play a vital role in maintaining up-to-date knowledge of industry products, services, and promotions to include conducting group training sessions as required to develop the skills and abilities of staff members.

         Maximize call center productivity by liaising among IT department staff to diagnose and address system challenges.

 

Additional Job History

 

Founder / Senior Pastor

Amazing Grace Bible Church, Dallas, TX                                                                                                            2003 C Present

Shipping / Handling Associate

Halliburton, Dallas, TX                                                                                                                                                      2002 C 2003

Petroleum Supply Specialist (Honorably Discharged)

United States Army, Fort Campbell, KY                                                                                                                       1993 C 1997

 

Education, Certifications, & Technical Summary

 

Bachelor of Business Administration in Management                                                     University of Texas at Arlington

 

Coaching Certification • Quality Assurance Certification

 

Telephony Systems Technology (i.e. RTA Systems, CMS Emulators) • Internet Applications

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