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1

resolution specialist

  • Used Kaizen to reduce contact volume by 30%. 
  • Collaborated with various stakeholders throughout the supply chain for implementing action plans and improvement strategies. 
  • Improved service quality and customer satisfaction using Andon, Gemba, and other techniques. 
  • Implemented DART model for the Virtual Contact Center teams. 
2

resolution specialist

  • Currently working as a Team Lead (Resolution Specialist) of 20 People and a member of Leadership Team.
  • Audit the contacts of the agents & provide daily quality feedback to the agents
  • Adhere to company expectations regarding call times, customer satisfaction and other metrics
  • Contact specific departments to work on and resolve customer concerns
3

resolution specialist

  • Coordinated with vendors to resolve all account issues and escalate all unresolved issues to management.
  • Coordinated with external vendors to resolve all issues and provide appropriate response to all collection hotline complaints.
  • Performed research for all complaints and recommend required action for same and assist management to resolve all issues efficiently.
  • Worked with multiple teams and have assisted new hires as Subject Material Expertise and as a Trainer for new hires on a new process.
4

resolution specialist

  • Predominantly off-queue support to TI Mobility Client Care who assists Team Leader in agent development and empowerment through execution and reinforcement of operations’ tactical priorities. 
  • Handles/manages escalations and makes necessary action to meet client’s needs.
  • Provides one-to-one coaching for agents to address opportunities and enhance good practices in customer handling. 
  • Reviews agent KPIs and propose necessary action to meet/maintain target.
  • Introduce new knowledge or skills by means of product and soft skills training. 
5

resolution specialist

  •  Determines requirements by working with customers.
  • Answers inquiries by clarifying desired information by researching, locating, and providing information.
  • Fulfills requests by clarifying desired information; completing transactions, and forwarding requests.
  • Enhances organization reputation by accepting ownership for accomplishing new and different requests, and exploring opportunities to add value to job accomplishments.