Call Center Analyst Resume
Summary : Results-oriented Call Center Analyst professional with 25+ years of experience in management and customer relations within the call center and healthcare industries. A highly motivated leader with a strong work ethic committed to customer satisfaction, employee development, and bottom-line results.
Skills : Microsoft Suite, Customer Service, Multitasking.
Description :
- Designed call flows and phone features to increase handled/inbound call volume by 50% which also results in higher adjuster accessibility and customer satisfaction.
- Worked with the management team to define and create new telephony applications to deliver user-friendliness IRV; also create reports to track such improvements.
- Documented voice system announcements, call flow changes, and resolve system technical problems.
- Tracked, researched, and solved all trouble tickets.
- Kept track of tilesets and headsets and order replacements as needed.
- Monitored real-time call and non-call performance and activity to ensure service levels are met.
- Alerted management to discrepancies or real-time changes in service levels.
Experience
10+ Years
Level
Senior
Education
GED
Call Center Analyst Resume
Objective : Highly motivated, experienced, and passionate candidate seeks to further a career in a Call Center Analyst position that can utilize my technical skills and management knowledge to benefit mutual growth and success.
Skills : Data Entry, Customer Service, Computer Skills.
Description :
- Worked with customers to resolve issues, recorded all information for review in the Problem Management System (Remedy).
- Gathered and analyzed all issue related data to provide accurate solutions.
- Assigned problem classification and severity level as needed.
- Consistently met and exceeded KPI measurements.
- Tracked issues from point of contact through resolution.
- Escalated complex and/or high priority issues to the appropriate support group or vendor for resolution.
- Ensured proper notification and escalation procedures were followed.
Experience
2-5 Years
Level
Executive
Education
Bachelor Degree
Call Center Analyst Resume
Objective : Highly qualified Call Center Analyst with experience in the industry. Enjoy creative problem solving and getting exposure on multiple projects, and I would excel in the collaborative environment in which your the company prides itself.
Skills : Managed People-Processes and Resources, Customer Support, Computer Operations, Help Desk Support.
Description :
- Reviewed and provided quality assurance for work done by staff in the call center department.
- Provided staff with feedback regarding their work performance.
- Addressed questions from call center staff regarding issues/obstacles encountered during the course of their duties.
- Fulfilled all of the regular duties of a member of the call center team.
- Gathered the information necessary to efficiently obtain records and reviewing them once they arrived in the office.
- Reviewed incoming invoices and creating checks to pay them.
- Assigned work to approximately 10 staff members on a regular basis but did so for as many as 25.
Experience
2-5 Years
Level
Executive
Education
GED
Call Center Analyst Resume
Headline : As a Call Center Analyst, responsible for Providing analytics and consultation to help guide collection strategy; Partnering with the Strategy Team to design changes to calling strategies in use with all dialing platforms to enhance operational performance.
Skills : Cognos Reporting, Tableau Reporting, Intermediate To Advanced Excel, AVAYA, Cisco, Salesforce CRM.
Description :
- Provided forecasting, reporting, and scheduling support for National Accounts.
- Analyzed data for the purpose of forecasting future call volumes and provided recommendations for staffing requirements for both internal and vendor support.
- Utilized the call center databases (Workforce Management System, Telephone Switch, etc.) to pull data for analysis purposes.
- Monitored and analyzed daily call activity and identify potential opportunities, needs, and issues.
- Determined if resources need to be shared or schedules need to be changed to ensure efficiencies.
- Produced long term forecast capacity models for budget planning.
- Prepared and produced Call Center PGs reports for senior leadership according to schedule and guidelines.
Experience
5-7 Years
Level
Executive
Education
BS
Call Center Analyst Resume
Objective : Seeking a Call Center Analyst position, responsible for Ensuring daily collections workflow is available and running smoothly for all call center sites, including real-time monitoring of calling campaigns and site technology.
Skills : Microsoft Office, Project Management, Avaya, Business Analysis, Customer Service, Quality Assurance, Data Analysis.
Description :
- Built predictive models to forecast future staffing needs.
- Contributed to the restructuring of the organization.
- Created various reports.
- Assisted with the implementation of new reporting software.
- Created schedules for customer service representatives.
- Helped lead schedule rebidding for what best suited the company's needs.
- Analyzed problem areas within the call center and provided strategies for solving them.
Experience
2-5 Years
Level
Executive
Education
Bachelor Degree
Call Center Analyst Resume
Objective : Highly skilled Call Center Analyst, responsible for building collaborative relationships with business users and other PRA Partners to ensure the organization's information reporting needs are met.
Skills : MS Office, Creating Skills, Analytical Skills.
Description :
- Forecasted volume and staffing for call center receiving over 200,000 calls per month.
- Established goal tracking reporting to monitor the progress of specific business segments.
- Created a representative ranking system to objectively measure associate performance.
- Managed the health of the company's product inventory.
- Created reports to highlight the movement of inventory.
- Negotiated with brokers to sell old inventory.
- Worked with purchasing to change ordering patterns.
Experience
2-5 Years
Level
Executive
Education
G.E.D
Call Center Analyst Resume
Objective : Call Center Analyst with 5 years of experience in providing technical solutions for outbound dialing, inbound call management, and data retrieval as well as reports on call center productivity, trends, and forecasting.
Skills : Database System, Organizational Skills, Good Communication Skills.
Description :
- Responsible for all ASPECT ACD system administrative tasks such as user access, voice system backup, call routing, technical support, and application training.
- Designed real-time applications to monitor employee phone time activities.
- Tracked, researched, and provided solutions for all trouble tickets.
- Managed adjuster vacation schedule.
- Prepared adjuster performance reports.
- Worked closely with Operations Manager on HR-related tasks.
- Obtained client information by answering telephone calls; interviewing clients; verifying information.
Experience
2-5 Years
Level
Executive
Education
High School Diploma
Call Center Analyst Resume
Summary : As a Call Center Analyst with 7 years of experience in Participating in the design, development, and evolution of data products that create a positive customer experience. Designing developing, validating, and integrating reporting and information solutions.
Skills : Excellent Communication, Excel, Excellent Customer Service, Project Management, Professionalism, Supervisory, Self-Motivated.
Description :
- Responsible for taking incoming phone calls from prospective clients.
- Entered potential client disability insurance and personal data into the DarrasLaw intake system.
- Contacted potential client leads who have submitted information on the web and other sources.
- Sent, received, and followed up on paperwork sent to potential clients.
- Assisted management with Employment Security Violations investigations.
- Assisted with vacation policies and the granting of PTO.
- Recognized hiring needs and communicated them to management.
Experience
7-10 Years
Level
Management
Education
BS In Call Center
Call Center Analyst Resume
Headline : Highly skilled Call Center Analyst with 8+ years of experience in developing, maintaining, and supporting collections dialing technology, including the AVAYA dialers, Asimut CTI, and click to dial applications.
Skills : Microsoft Word, Customer Service, Organization Skills.
Description :
- Interpreted, researched, and evaluated call trends in data sets.
- Charted existing business processes in order to define current business activities for the development of procedures and models.
- Collaborated with operations, marketing, and sales management colleagues to analyze operational goals and identify opportunities for improvement.
- Worked with the manager in recommending strategic changes that will drive improvement in center performance and deliverables.
- Optimized Answer rates, Conversions, and Agent Utilization.
- Identified, executed, and evaluated multiple A/B test initiatives.
- Coordinated telephonic changes with Telecom and business partners.
Experience
5-7 Years
Level
Executive
Education
High School Diploma
Call Center Analyst Resume
Objective : Call Center Analyst, responsible for Resolving problems by clarifying issues; researching and exploring answers and alternative solutions; and implementing solutions; and escalating unresolved problems.
Skills : Creative Skills, Analytical Skills, Managing Skills, Customer Service.
Description :
- Supervised daily call center activities in a 500 employee call center.
- Monitored call center metrics and phone activities in real-time.
- Managed employee work assignments which included short-term and long staffing and overtime decisions based on real-time and long-term call trends.
- Fully automated departmental reports for interoffice communication via email.
- Designed automation rules in the company's new Aspect WFM Scheduling system.
- Created forecast reports, executive summary reports, call center statistics reports.
- Ensured that all Collection and Customer Service systems are working properly.
Experience
2-5 Years
Level
Junior
Education
GED
