17 December 2018
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Call Center Manager resume 3

Maxine Curry
Dayjob Limited
The Big Peg
120 Vyse Street
Birmingham B18 6NF
England
T: 0044 121 638 0026
E: info@dayjob.com


PERSONAL SUMMARY

Maxine is vastly experienced in driving performance in call centres systems and technology. She never rests until a job is fully done and has a philosophy of continually driving improvements in all processes. As a true professional she is comfortable taking the lead in and working across multiple call canter campaigns. Throughout her career she has always ensured that professionalism is maintained within her department at all times. She has the ability to drive and inspire change whilst optimizing centre performance. In addition to this she possesses a strong, quality focused personality which allows her to manage departmental resources so that they meet customer demands. Right now she would like to join an already successful organisation with ambitious plans which are already in motion.


CAREER HISTORY

Call Center Manager - Start Date - Present
Employers name - Location
Responsible for ensuring that the Contact Centres operations run smoothly.

Duties;

  • Coming up with 'on the spot’ solutions to customer complaints or general problems.
  • Setting targets and expectations for the shift.
  • Effectively managing both supervisors and junior staff.
  • Contributing in any way possible to projects.
  • Carrying out regular staff appraisals and confronting under performers.
  • Maintaining tight operational and financial control of the call center.
  • Identifying employee skill gaps.
  • Managing staff attendance and timekeeping in the department.
  • Completing system audits and analyses.
  • Driving campaigns forward.
  • Dealing with complex customer complaints or enquiries.
  • Holding regular team meetings.


JOB TITLE - Start Date - End Date
Employers name - Location

JOB TITLE - Start Date - End Date
Employers name - Location


KEY SKILLS AND COMPETENCIES

Professional

  • Can deliver improvements in all areas of call centre operations.
  • Accurately updating customer records.
  • High degree of accuracy in all work duties.
  • Make new business calls.
  • Winning new clients.
  • Opening and closing sales.
  • Making sure that staff are trained to standard that allows them to perform their duties properly.
  • Track record of achieving all targets set.


Personal

  • Can remain focused in a noisy environment where there are constant distractions.
  • Never giving up on a job half way, always seeing it through to the end.
  • Committed to looking after the welfare of call centre staff.


AREAS OF EXPERTISE

Quality control
Setting targets
Controlling resources


ACADEMIC QUALIFICATIONS

University name  -  Degree details               Study Dates
College name      -  Qualifications                Study Dates
School name       -  Subjects / Grades          Study Dates


REFERENCES

Available on request.
 



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