Call Center Lead Resume
Headline : Highly talented and accomplished customer service professional with extensive skills and experience in Call Center, Customer satisfaction oriented, long term goal prediction.
Skills : Management, Microsoft Office, Leadership.
Description :
- Input scholarships on students accounts.
- Recalculated students awards to make scholarships fit within students budget.
- Maintained accurate records of all scholarships.
- Participated in outreach efforts including College Goal Sunday.
- Supervised daily call center operations.
- Answered student employee questions, limited to Scholarships, Grants, and awarding funds.
- Made sure student workers are correctly answering, screening, and responding to high volume of incoming calls.
Experience
5-7 Years
Level
Executive
Education
Psychology
Asst. Call Center Lead Resume
Headline : To obtain a position with a reputable company that will promote teamwork, a positive work environment, and provide on-the-job education to support the necessary accomplishments needed to strengthen the goals for the success of the business.
Skills : Machine operator, Oil field Remodeling, Leadership.
Description :
- Supervised Call Center's administrative processes and procedures.
- Monitored calls and metrics, provided feedback, coaching, and reporting.
- Audited, coached, and trained Customer Service Representatives.
- Managed assets under control and Handled all escalated calls.
- Hired staff, identified behaviors and coached employees to be outstanding performers.
- Encouraged and developed teamwork among others and themselves.
- Assigned groups to front office, call center, and bell service leaders to ensure each groups expectations.
Experience
5-7 Years
Level
Executive
Education
Diploma
Jr. Call Center Lead Resume
Objective : A hard working, goal-oriented, extremely ambitious individual with the ability to multi-task, adapt to any given environment, and learn new assignments and processes quickly and proficiently.
Skills : Subject Matter Expert, MS Office, Leadership.
Description :
- Managed a team of 20+ customer service representatives handling both inbound and outbound calls.
- Conducted performance evaluations and provided feedback for work improvement.
- Monitored service levels, call volumes, and schedule adherence and took corrective action to ensure client goals were met.
- Recruited, interviewed, and made hiring/termination decisions.
- Provided training and support to the customer service representatives.
- Improved customer service by monitoring calls and providing coaching to representatives.
- Took initiative to complete various tasks outside of regular responsibilities while maintaining levels of productivity.
Experience
2-5 Years
Level
Junior
Education
Bachelor Of Arts
Sr. Call Center Lead Resume
Summary : Customer service and management experience, dedication and work ethic. Have experience working both in an office as well as an infield work environment. Also have experience with working on a team and then managing.
Skills : Call Center, Typing, Customer Service, Microsoft Office.
Description :
- Oversee day to day operations of the call center as needed to provide accurate information.
- Rerouted calls to another call center when the systems went down to ensure customers were being assisted.
- Analyzed productivity through emails, phone monitoring to drive reduction in service level violations.
- Provided daily, weekly and monthly status reports on employee's performance.
- Ensured personal targets were met by conducting one on one coaching with employees.
- Comminicated solutions, successes and opportunities to management.
- Handled escalated calls, resolved difficult and sensitive customer inquiries and complaints.
Experience
10+ Years
Level
Senior
Education
Information Technology
Call Center Lead / Representative Resume
Objective : Payroll Processor with experience in all aspects of payroll processing. Background supporting small business clients within healthcare, construction, retail, hospitality/food, accounting, legal, and non-profits. Approachable style, ability to relate well with concerns/issues.
Skills : Call Center, Payroll, Microsoft Office.
Description :
- Provided direction, supervision, technical and training support to customer service teledata team.
- Reviewed employee schedules to ensure phone and customer coverage.
- Checked payroll error list and corrected payroll errors and assigned representative to resolve.
- Ensured associates were trained and prepared to utilize the tools and internal applications.
- Improved customer satisfaction through quick response.
- Provided problem resolution and communicated necessary actions to representative.
- Proactively reassigned daily department's work, improving daily workflow to meet payroll deadlines.
Experience
2-5 Years
Level
Junior
Education
Diploma
Associate Call Center Lead Resume
Headline : To further diversify career and want to use abilities to achieve solid gains for company and focused on the deployment of company-wide guidelines and compliance.
Skills : Customer Service, Customer Relationship Management, Microsoft Office, Management.
Description :
- Provided exceptional quality service to customers and clients.
- Exceeded the daily, weekly and monthly goals consistently.
- Monitored calls to observe employees conformity to companies policy and procedure.
- Assisted supervisor in maintaining workflow.
- Monitored call volume and agents availability.
- Provided coaching and feedback to team members after monitoring their calls.
- Answered escalated calls from agents and handle employees work related issues.
Experience
5-7 Years
Level
Executive
Education
Diploma
Call Center Lead I Resume
Objective : To focus utilization of the diverse knowledge, extensive experience and infallible integrity, measurable value to immediate business needs while providing a long-term structured perspective to the executive vision for strategic corporate growth and success.
Skills : Researcher, Leadership, Data Analysis Windows OS.
Description :
- Managed an aggressive paced and high stress environment.
- Took new trainees and aligning to become statistically competitive teams.
- Responsible for daily KPI reports and converting the results into feedback for customer service to the clients.
- Monitored service levels so as to communicate and coordinated with workforce.
- Managed to adjust schedules and staffing as needed to maintain peak service levels.
- Managed schedule adherence, absenteeism and attrition in a hemorrhaging environment including terminations.
- Responsible for the modification of existing and creation of new policy.
Experience
2-5 Years
Level
Junior
Education
Bachelor Of Arts
Call Center Lead II Resume
Summary : Passionate and dedicated guest services supervisor with exceptional attention to detail and leadership . Experience in leading volunteer groups as well as training individuals in a professional environment. Excel at finding solutions to difficult problems and building team resources.
Skills : Microsoft Excel, Team Management, Good Communication.
Description :
- Supervised of 40-50 Call Center Agents.
- Tracked call volume, revenue, and agent performance.
- Reviewed agents' daily calls and deliver performance reviews.
- Escalated guest questions and concerns.
- Worked with multiple departments to ensure exceptional guest experiences and satisfaction.
- Addressed inefficiency in VIP events by designing new system of guest contact and registration.
- Created resource for Reservation Agents, providing answers to common questions to prevent guest service failures.
Experience
10+ Years
Level
Senior
Education
Bachelor Of Science
Asst. Call Center Lead Resume
Objective : Seeking a position in management where extensive experience will be further developed and utilized. Dependable, result oriented professional with experience in customer service management. Sincere, loyal and dedicated individual who has a great deal of ambition. Extensive experience in the customer service industry and always up to a challenge.
Skills : Microsoft Office Suite, Good Communication, Leadership.
Description :
- Assisted over 200 representatives with any questions regarding procedures.
- Took escalated calls of members wanting a faster resolution or further explanation of plan.
- Monitored different queues assigned to representatives and make necessary changes to queues as needed.
- Educated representatives of new procedures and changes to the benefit covered.
- Educated representatives on any changes or updates to procedures.
- Provided suggestions to management based on representative's calls to the sup queue on how to improve internal technical procedures.
- Responsible for 20+ representatives, monitored their call volume, average talk time and overall attendance.
Experience
0-2 Years
Level
Junior
Education
Diploma
Call Center Lead Resume
Objective : Service-oriented Customer Service/ Operations Support Specialist combining all facets of business operation, inventory control and staff leadership with a high-energy, dynamic personality. Superior attention to detail and ability to synchronize multiple priorities and solve multifaceted problems.
Skills : Management, Ms Excel, Good Communication.
Description :
- Oversaw eight representatives on a special project assisting state employees.
- Reported daily metrics of the team's performance.
- Answered representative questions and concerns.
- Trained representative on the use of the system and processing consumer requests.
- Assisted team members in maintaining and collecting sensitive case documents.
- Conveyed data to management and devised more efficient procedures.
- Assisted HCAM with the processing of life event changes to ensure proper enrollment.
Experience
2-5 Years
Level
Junior
Education
Management
