Call Center Manager Resume
Kenneth Martinez
24, Van Ness Avenue
Elmhurst, IL, 1343
666-3741-712
SUMMARY
Call center manager with over 8 years of experience in the customer service industries. Exhibit strong organizational, interpersonal, negotiating and influencing abilities. Proven analytical, planning and time management skills. Strong leadership, problem solving and decision making skills. Excellent communication and presentation skills. Experience with call center technology such as ACD systems, IEX/TCS, CMS.
PROFESSIONAL EXPERIENCE
Call Center Manager at OpticsPlanet - Northbrook, IL
- Supervise day-to-day operations of a call center containing telecommunications, scheduling, and financial clearance functions.
- Monitor random telephone calls to assess and assure quality, accuracy and efficiency.
- Analyze daily and weekly team statistical reports; prepare spreadsheets that reflect current data.
- Develop a call center dashboard to track and measure performance on a timely basis.
Call Center Operations Manager at Aon - Winston-Salem, NC
- Managed multiple teams in an inbound call center handling approximately 5+ million inbound phone calls per year.
- Responsible for providing leadership and direction on improving customer satisfaction, institution satisfaction.
- Developed and leaded a team of supervisors and associate staff ensuring adherence to company policies and procedures and achievement of productivity and quality goals.
- Worked closely with clients on call center operations and provided reporting and program updates as necessary.
Assistant Call Center Manager at Unified Technical, Inc Chicago, IL
- Maintained and corrected time records, assures that overtime targets are not exceeded.
- Developed and provided appropriate levels of training and coaching to members of Sales and Customer Service on Standard Operating Procedures and other essential organizational functions.
- Served as communications nexus between TRT, QA/QC, Order Processing, logistics and Purchasing to insure smooth flow of information as well as to resolve disputes.
Customer Care Representative at Pepco Holdings, Inc. - Carneys Point, NJ
- Delivered world class customer service and build customer satisfaction and loyalty.
- Provided effective and timely resolution of a range of customer inquiries.
- Demonstrated best judgment in the disbursement of adjustments and credits.
- Increased the customer experience by providing information on new products, rate plans, and services through up selling opportunities.
EDUCATION AND CERTIFICATION
- Customer Service Diploma from Chicago State University, IL
- Certified Call Center Manager
COMPUTER SKILLS
- MS Word, Excel, PowerPoint, Access
- Telephony and proprietary call center systems.