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1

call center manager

  • Instrumental in the consolidation of two call centers by providing needed statistics, creating schedules, merging policies, conferring with telecommunication department to ensure all phone lines are transferred properly.
  • Communicated with upper management at both properties as well as Corporate to ensure timeline and needed actions were followed. 
  • Oversee the daily operations of a multi-property, 50+ team member call center exceeding 2,500 incoming calls per day. 
  • Promote an environment of exceeding guest expectations by advocating for consistent training, call coaching and leading by example.
  • Direct, plan, and implement policies, objectives, or procedures to ensure continuing operations, maximize service levels, and enhance overall guest experience by working with all levels within the organization.
  • Create call reports, queries, and solicit information related to incoming calls, reservation conversion and lost calls to review and identify areas needed for improvement.
  • Attend and participate in property and company meetings as a representative and advocate of the department. 
2

call center manager

  • Manage two sites, with a team of over 180 employees 
  • Ensure adherence to required contract performance standards, deadlines, and proper procedures 
  • Hiring manager responsible for assisting with recruiting, interviewing and selecting employees based on staffing plans 
  • I9 Verifier 
  • Payroll processor for the TxDOT business unit
  • Review reports pertaining to the Service Level Agreement and Key Performance Indicators 
  • Consistently  provides support to staff as a mentor to allow for continual self-growth and assist in establishing goals 
3

call center manager

  • Achieved record of keeping the service level performancefixed at 98% for 1 year.
  • Worked on project strategies & development.
  • Managed 2 supervisors, 15 call agents and 2 admin staff.
  • Completed conversions of all contract employees to permanent employees in approximately 2 weeks 
4

call center manager

  • Answered representative’s questions, guided them through difficult calls or issues;
  • Leaded team meetings;
  • Prepared reports and analyzed call center data to improve processes;
  • Assisted other management team members in identifying trends and establishing call center goals. 
5

call center manager

  • Managed team of 15-30 inbound customer service agents.
  • Resolve internal complaints through conducting coaching sessions with customer service agents.
  • Supervise the work of customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems. questions regarding policies and procedures.
  • Evaluate employees’ job performance and conformance to regulations and recommend appropriate personnel action. 
  • Handled escalated calls with members.
  • Participated in bi-weekly client conference calls to go over team metrics and call handling.
  • Assisted in First Call Resolution Pilot and implementing new process to assist in resolving claim issues in first call.