resume for call center non voice

Call Center Resume Examples & The Skills to Include [+Templates]

Updated: April 26, 2024

Published: May 15, 2023

A good resume stands between your dream job and rejection. The difference between a good resume and a mediocre one is that of structure, keyword use, skill sets, references, and more.

Writing a call center resume is no exception. You must include the relevant qualifications, skills, and experiences that align with the job requirements.

Read our guide on best practices for writing call center resumes, what skills and objectives to include in your resume, and the industry-best call center resume examples to stand out.

Here’s what we’ll cover in this guide:

What is a call center resume?

Call center resume examples & templates.

• Customer Service Resume Summary

Call Center Resume Objective

Call center resume skills.

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A call center resume focuses primarily on your skills, professional background, and qualifications, aligning them with the job requirements. Depending on the job position, such as the seniority level or the size of the organization, you should know the average length of your resume.

Just like any resume, make sure you include the following sections when on the hunt for your next call center gig:

• Your name and contact information.
• Your education.
• Relevant work experience.
• Helpful skills.
• Relevant non-work experience if you're new to the job market.

In the next section, we'll discuss more specific templates you can leverage based on your skill set and the open role.

These templates will help you better understand how to craft a strong resume that will grab the attention of potential employers. Consider the role you're applying to and find the example below that most closely aligns.

Featured Resource: Free Resume Templates

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7 Call Center Representative Resume Examples for 2024

Call Center

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• Call Center Representative Resumes
• Call Center Resume by Experience
• Call Center Resumes by Role

You’d think that  crafting resumes  and writing cover letters would get easier as you progress through your career. Unfortunately, that’s not the case. Entry-level and experienced call center representatives alike struggle with  resume making . 

Expanding on limited experience or condensing decades of work to fit one page is not an easy task, so that’s where we come in. 

We’ve taken the time to analyze hundreds of resumes from call center representatives  and used analytic tools to determine what does (and what doesn’t) land applicants interviews in 2024. 

We’ve  generated seven call center representative resume samples to help you land your next call center job using this analysis . 

Call Center Resume

or download as PDF

Why this resume works

• Utilizing numbers strategically on your call center resume will allow you to convey more information in a smaller amount of space instead of describing your experience with words alone.
• Avoid filler words and use numbers as often as possible.
• When do you need a resume summary? They’re helpful in setting you apart from the competition if you boast 10+ years of expertise in your field and have specializations you can showcase.

Call Center Representative Resume

• To avoid instant elimination from the sea of applicants, ensure that your call center representative resume includes relevant skills. Check the job description, look for key skills and talents, and have them on your resume. 
• Resumes are frequently processed by applicant tracking systems (ATS) before they reach hiring managers. Call center resumes at this stage with skills that are not specifically pre-selected by hiring teams will never be seen by people. Instead, they’re automatically rejected. 
• When an employer reads your resume, they should instantly know that you’re extraordinary. Present yourself as confident, capable, and goal-oriented by demonstrating your value and that you understand the job responsibilities. 
• What makes recruiters want to interview you? The numbers!
• Pretend for a moment that you’re an employer charged with bringing on an exceptional new team member. Review your current resume and see what you think.

Entry-Level Call Center Representative Resume

• When you’re looking to make your first break into a career, it can feel impossible to craft a compelling entry-level call center resume. How do you demonstrate your job capabilities when you have limited prior experience, irrelevant experience, or no job experience? 
• The most important thing you can do is demonstrate the key skills and responsibilities highlighted in the job description. 
• If you have some relevant prior experience, make sure it features prominently in your work experience sections and quantify your work in each role. 
• If you have irrelevant job experience, you can still highlight relevant skills and responsibilities. For example, if you’re looking for a job as a call center representative, you can highlight soft skills like “friendly” or “empathetic.” 
• If you do not have any work experience, remember that you can detail school projects (perhaps ones that required great communication or leadership), volunteer experience, or extracurricular activities that required relevant expertise. 
• When do you need a resume objective? They’re more important if you’re looking for a career change. They’re also helpful if you’re a little light on experience and need to fill up space.

Call Center Agent Resume

• Also, remember to weave in your software skills such as Salesforce to give your call center agent resume an edge and put you ahead of the rest.

Call Center Customer Service Representative Resume

• You can borrow a leaf here by composing your piece to highlight big achievements and matching them with realistic numbers.

Call Center Manager Resume

• Increased work responsibilities demonstrate growth and personal development, showing potential employers that you will continue to become more valuable to the company over time and increasing the chances of being contacted for an interview. 
• Though you may value an internship you completed 15 years ago, it’s no longer relevant to your resume. Only include the most recent (and related) jobs you’ve held, and save an anecdotal tidbit about your internship for the interview. 
• When you have years of experience, your managerial resume may become denser. Ensure that hiring managers read the most important expertise on your resume by listing it in reverse-chronological order. When your most recent work experience is listed at the top, we’ve found that employers are twice as likely to request an interview. 

Outbound Call Center Resume

• At a minimum, you should demonstrate your capacity to handle high call volumes, ensure customer satisfaction, and achieve or exceed sales targets. You’ll make yourself an even more compelling job candidate if you highlight how you boosted efficiency for yourself and your co-workers.
• Mentioning command over popular customer service software tells employers that you’ll require less job training and may be able to train other staff members on new software programs. 
• Your resume won’t look the same for every application.
• Try reorganizing, quantifying, and using an active voice throughout your resume. Then check your resume to make sure you get interviews using our  resume checker .

Related resume guides

• Sales associate
• Customer service
• Sales Representative

• Career Blog

The 2024 Call Center Resume Guide: Samples & Examples

Call centers are essential organizations that provide customer support services, sales assistance, technical support, and other related services. Employees in a call center are responsible for handling a significant volume of calls and inquiries while maintaining a friendly and helpful demeanor on the phone.

Importance of a Well-Crafted Call Center Resume

A well-written call center resume is crucial to land a call center job. Your resume should highlight your skills, experience, and achievements relevant to the call center industry. It is essential to have a well-crafted resume to stand out from the crowd and get noticed by hiring managers.

Purpose and Objectives of the Call Center Resume Guide

The Call Center Resume Guide is a comprehensive resource for job seekers looking to create a winning resume. This guide aims to provide valuable insights, guidance, and best practices on how to create a call center resume that impresses potential employers. With this guide, you will:

• Understand the key components of a call center resume
• Discover tips for crafting an eye-catching resume summary
• Learn how to describe your call center experience and achievements
• Get a deep understanding of the best call center job titles for your resume
• Explore examples of call center resumes that have landed interviews and job offers

This guide aims to equip you with the necessary tools and resources to create a well-crafted call center resume that stands out and helps you land your dream job. Let’s dive in and learn how to make your call center resume shine!

Understanding the Call Center Industry

The call center industry is a rapidly growing sector that provides customer support and various other services to businesses. Call centers can be operated both in-house and outsourced, and they can vary in size from small teams of a few representatives to large teams of several thousand.

A. Overview of the Call Center Industry

The call center industry is a dynamic and challenging industry that requires skilled professionals who can handle various kinds of customer inquiries, complaints, and concerns. The industry has grown significantly over the years, thanks to technological advancements that have made it easier for businesses to implement call center services. The industry is characterized by high competition, as businesses strive to provide excellent customer service to keep up with their competitors.

B. Types of Call Centers

There are several types of call centers, including inbound call centers, outbound call centers, blended call centers, virtual call centers, and omnichannel call centers. Inbound call centers handle incoming calls from customers concerning support, inquiries, and orders, while outbound call centers make outgoing calls to customers for surveys, telemarketing, and collections. Blended call centers handle both inbound and outbound calls, while virtual call centers allow representatives to work from a remote location. Omnichannel call centers provide support across various channels such as voice, email, chat, and messaging.

C. Key Skills Required for a Call Center Job

Effective communication, problem-solving, and teamwork skills are essential for anyone interested in pursuing a career in a call center. Other crucial skills include patience, empathy, attention to detail, and the ability to multitask. Call center representatives must also be adaptable, as the industry is continuously evolving.

D. Latest Trends in the Call Center Industry

The call center industry is continually changing and adopting new technologies to provide excellent customer service. Some of the latest trends in the industry include the use of chatbots, artificial intelligence, machine learning, and data analytics. Chatbots allow businesses to automate basic customer service inquiries, freeing up representatives to handle more complex issues, while artificial intelligence and machine learning help enhance the speed and accuracy of customer service. Data analytics, on the other hand, help track customer behavior, preferences, and feedback to identify areas that need improvement.

Understanding the call center industry’s different aspects, including its overview, types, required skills, and latest trends, is essential for anyone interested in pursuing a career in this field. Call centers offer numerous opportunities for personal and professional growth, and with the industry’s continuous growth and evolution, there is always room for improvement and advancement.

Structure and Format of a Call Center Resume

When it comes to crafting a call center resume, it is crucial to pay attention to the structure and format. Here are the basic components, recommended length, formatting tips, ATS-friendly call center resume tips, and mistakes to avoid.

A. Basic Components of a Call Center Resume

A call center resume typically consists of the following basic components:

Contact Information: This includes your name, address, phone number, and email address. Make sure your contact information is accurate and up to date.

Summary or Objective Statement: This should be a brief introduction that highlights your relevant skills, experience, and achievements.

Work Experience: This section should list your previous call center jobs, starting with your most recent position. Include your job title, company name, employment dates, and key responsibilities and achievements.

Education and Training: This section should list your highest level of education, any relevant training or certifications, and any awards or honors.

Skills: This section should list your key skills, especially those that are relevant to a call center position.

B. Recommended Length and Formatting Tips

A call center resume should ideally be one to two pages long. Use clear and concise language and avoid using jargon or acronyms that potential employers might not understand. Use bullet points to make the information more digestible and scannable.

Make sure your formatting is consistent and clean. Use a legible font (such as Arial or Times New Roman) in a standard size (10-12 pt). Use a simple and clear layout, with plenty of white space to make the information more visually appealing.

C. ATS-Friendly Call Center Resume Tips

Many companies use Applicant Tracking Systems (ATS) to screen resumes before they even reach human recruiters. To increase your chances of passing this first hurdle, use the following ATS-friendly tips:

Use standard section headings (such as “Work Experience” and “Education”) instead of creative ones.

Use simple bullet points instead of tables or graphics.

Use standard fonts and avoid using images, logos, or symbols.

Use keywords and phrases that are relevant to the call center job you are applying for.

D. Mistakes to Avoid in a Call Center Resume

To ensure your call center resume stands out for the right reasons, avoid the following mistakes:

Including irrelevant information, such as hobbies or personal details.

Being too general or vague in your descriptions of your past work experience or achievements.

Using unprofessional language or grammar mistakes.

Failing to tailor your resume to the specific call center job you are applying for.

Using these basic components, formatting and ATS-friendly tips, as well as avoiding common mistakes can make a significant difference in the effectiveness of your call center resume.

Call Center Resume Writing Tips

When it comes to crafting an effective call center resume, there are a few key strategies that can help you stand out from other job applicants. Here are four important tips to keep in mind:

A. Tips to Grab the Recruiter’s Attention

• Highlight your relevant experience: Make sure to emphasize any previous call center or customer service experience you have had.
• Use a targeted objective statement: Tailor your objective statement to the specific job you are applying for, and make sure it conveys your enthusiasm for the position.
• Include keywords from the job posting: Many companies now use applicant tracking systems to screen resumes for relevant keywords. Make sure you use some of the same language as the job posting to help make sure your resume gets noticed.

B. Techniques to Showcase Your Relevant Achievements

• Use numbers and metrics: Whenever possible, quantify your achievements in previous call center roles. For example, if you consistently achieved high customer satisfaction scores or reduced call wait times by a significant amount, make sure to mention those numbers.
• Emphasize your contributions to team success: Highlight any times when you collaborated effectively with teammates or contributed to the success of a team project.
• Tailor each achievement to the job description: Make sure that each achievement you highlight is relevant to the specific job you are applying for.

C. Strategies to Highlight Your Strengths and Core Competencies

• Make a list of your strengths: Identify the personal and professional qualities that make you an effective call center employee, such as strong communication skills or the ability to work well under pressure.
• Choose the most relevant strengths for the job: Once you have your list, select the top three or four strengths that are most relevant to the position, and make sure to mention them prominently in your resume.
• Use examples to illustrate your strengths: Whenever possible, back up your strengths with examples or anecdotes from your professional experience.

D. Action Verbs and Power Words to Use in a Call Center Resume

• Communicated
• Efficiently
• Effectively
• Prioritized
• Coordinated

Using action verbs and power words in your resume can help make it more engaging and dynamic. By showcasing your achievements and abilities in a way that is easy to read and understand, you can help ensure that your call center resume catches the recruiter’s attention and lands you the job you want.

Common Call Center Resume Sections

When it comes to creating an impactful call center resume, you need to include some common sections that will highlight your professional experience and achievements. Below are the standard sections that you should include in your call center resume.

A. Professional Summary and Objective Statement

The professional summary and objective statement are the first things that recruiters will look at in your resume. Therefore, it’s essential to make them count. Highlight your key skills and accomplishments that make you stand out from the crowd. Your objective statement should be tailor-made to the position you’re applying for.

B. Work Experience and Job Duties

Your work experience is the most critical section in your resume. This is where you’ll list your previous call center jobs, notable achievements and responsibilities. Ensure to quantify your achievements to demonstrate to the recruiter how you added value to your previous employer.

C. Education and Certifications

This section should highlight your educational background and any certifications relevant to the call center job that you’re applying for. You should include the name of the institution, the degree/certification, and the dates.

D. Skills and Abilities

Since you’re a call center agent, you need to have excellent communication and customer service skills. In this section, you’ll highlight your skills and abilities that will make you a valuable asset in the call center industry. Ensure to tailor your skills to the position you’re applying for.

E. Awards and Honors

This section is optional, but it can make you stand out from the rest of the candidates by showcasing your excellent performance and achievements. Include your previous awards and recognition to show the recruiter that you’re a top performer.

F. Volunteer and Community Service

Including volunteer and community service activities in your resume shows recruiters that you have a heart for service and that you are making a difference in society. This section can make you a well-rounded candidate and increase your chances of getting the job. Ensure to highlight your volunteer activities and how they have impacted the community.

Your call center resume needs to be tailored to the position you are applying for, and the sections above should be used as a guide. Ensure to quantify your achievements and make your resume stand out from the rest.

Call Center Resume FAQs

A. frequently asked questions about call center resumes.

As a call center professional, you may have doubts and queries related to your resume. Here are some of the most frequently asked questions about call center resumes:

• How should I format my call center resume?
• What should I include in my call center resume?
• How can I showcase my skills and experience effectively?
• Should I mention my education in my call center resume?
• How long should my call center resume be?

B. Answers to common doubts and queries

• The format of your call center resume should be clean, clear, and organized. Use bullet points, headings, and white space to make it easy to read.
• Your call center resume should include your contact information, professional summary, work experience, skills, education, and any relevant certifications or achievements.
• To showcase your skills and experience effectively, use quantifiable achievements and examples of successful call center operations. Use metrics like customer satisfaction ratings, response time, and call resolution rates.
• While education is not always necessary for a call center job, mentioning any relevant degrees or certifications can help you stand out from other applicants.
• Ideally, your call center resume should be one or two pages long.

C. Tips to handle tricky questions and scenarios

During a hiring process, you may face tricky questions and scenarios related to your call center experience, skills, or work style. Here are some tips to handle them:

• Be honest and transparent about your experience and skills. Don’t exaggerate or overstate your abilities.
• Use specific examples to demonstrate your expertise and problem-solving skills.
• Stay calm and composed in stressful situations. Employers look for call center agents who can handle difficult customers and situations with ease.
• Show a positive attitude and willingness to learn. Call centers are dynamic and constantly changing environments, and employers value adaptable and motivated employees.

By following these guidelines and using the provided examples, you can create an effective call center resume that highlights your unique strengths and qualifications.

Call Center Resume Best Practices

In order to create an effective call center resume, there are several best practices that you should follow:

A. Best practices to follow while creating a call center resume

Start with a strong objective statement that clearly states your career goals and qualifications.

Use bullet points to highlight your skills and achievements, and keep the resume concise and easy to read.

Include relevant keywords from the job description to help your resume get through Applicant Tracking Systems (ATS) used by recruiters.

Emphasize your customer service skills and experience, as they are the most important attributes for a call center job.

Quantify your accomplishments wherever possible by using data, numbers, and percentages to demonstrate your success.

B. Habits of successful call center job seekers

Stay motivated and persistent in your job search, and don’t give up if you don’t hear back immediately.

Take the time to research the company before applying and tailor your resume and cover letter to fit the job and the company culture.

Be flexible and willing to learn new skills and adapt to new technologies and processes.

Network with other call center professionals and attend industry events to stay informed about the latest trends and best practices.

Be patient and persistent, and don’t be afraid to follow up on your application status.

C. Tricks to stay updated and ahead in the call center job market

Stay on top of industry news and trends by reading blogs, news articles, and industry publications.

Keep your skills up to date by taking online courses, attending webinars, and participating in training sessions offered by your employer.

Join professional organizations and groups to network and learn from other professionals in your field.

Use social media platforms like LinkedIn to connect with other call center professionals and potential employers.

Consider pursuing advanced certifications or degrees to increase your qualifications and stand out in a competitive job market.

By following these best practices, habits, and tricks, you can create a winning call center resume and stay ahead of the game in the call center job market.

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Call Center Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the call center job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

Create a Resume in Minutes with Professional Resume Templates

• Workforce management or workflow management is a plus
• Assists with implementation of work flow productivity improvements
• Works closely with Management, Claims Examiners and Claims Assistants
• Assist Owners and Guests with roommoves and requests for luggage assistance, wheelchairs, cribs, rollaway beds and other deliveries
• Assists with any special projects as directed by manager
• Performs weekend coverage duties as assigned by Testing Supervisor or Manager
• Ensures traffic is monitored and staff levels are balanced to provide and maintain performance
• Works with Work Force Management to ensure staffing allocations are managed and assigned based upon production and SLAs
• Coaches and develops team and ensures subordinate supervisors and managers are developing strong teams
• Manages operational programs to provide information necessary to improve production
• Performs other duties as assigned by management
• Support the financial management of the team through effective management of staff productivity and other expense control mechanisms
• Monitors, evaluates and provides performance feedback to Call Center staff
• Manage performance review process – deliver ongoing feedback and deal with difficult employee issues including termination
• Manage, coach, and develop front-line associates to achieve individual performance goals
• Set a leadership example with peers and staff to develop a representative level team to improve performance
• Provide day-to-day management and oversight of agents performance, including (but not limited to)
• Provide lead support for Audit related issues within the Contact Center. Perform audit tasks and document coaching opportunities and process improvements
• · Set a leadership example with peers and staff to develop a representative level team to improve performance
• Establishes performance criteria for developing associates to meet or exceed business and individual goals
• Provides functional guidance, training and assistance to lower level staff
• Professionalism with the ability to balance urgency and decisiveness with customer service relationship skills and attention to detail
• Basic computer and keyboard skills; MS Office knowledge
• Detail-oriented, ability to multi-task in a fast-paced, high volume call center environment
• Strong time management and organizational skills, including ability to manage and prioritize multiple tasks
• Excellent organizational skills with attention to detail
• Good knowledge of computers; ie. internet systems
• Good organization skills with the ability to multi-task effectively
• Strong Computer Skills with proficiencies in Microsoft Excel and Word
• Ability to multi-task, manage details and organize efficiently and effectively
• Excellent benefits including generous medical, vision, dental and life & disability insurance

15 Call Center resume templates

Read our complete resume writing guides

How to tailor your resume, how to make a resume, how to mention achievements, work experience in resume, 50+ skills to put on a resume, how and why put hobbies, top 22 fonts for your resume, 50 best resume tips, 200+ action words to use, internship resume, killer resume summary, write a resume objective, what to put on a resume, how long should a resume be, the best resume format, how to list education, cv vs. resume: the difference, include contact information, resume format pdf vs word, how to write a student resume, call center resume examples & samples.

• Two or more years customer service experience, with call center experience preferred
• Bilingual – English / Spanish is a plus but not required
• Flexible and adaptable to quick changing environment(s)
• Must be able to attend a full-time training class for4 weeks, Monday through Friday where perfect attendance is required. (Training hours are:Mon-Fri, 8am-5pm) Start date: October 20, 2014
• Technical Call Center, Banking, Credit Card Processing industry experience is helpful, but not required

Call Center Collector Resume Examples & Samples

• Working understanding of Consumer Collections and relevant function areas, including regulatory and consumer guidelines, pertinent documentation and initiatives (for example, property appraisals, Broker Price Opinions, Service Alignment Initiatives)
• Working knowledge of federal, state/provincial and local laws pertaining to Consumer Collections and functional area
• Familiarity with Auto Dialers and dialing platforms
• Strong negotiation and skip tracing skills
• Keen analytical skills, attention to detail and ability to work independently
• Effectively deals with change and shifting priorities
• Strong and decisive problem solver
• Proven ability to work effectively in a fast paced and stressful environment
• Proven ability to multi-task, prioritize workload and meet deadlines
• Proficient knowledge of function-specific software and computer programs
• Proficient PC Skills including but not limited to Microsoft Excel, Word, Access, etc
• College degree preferred or 1-5 years relevant collections experience
• Minimum of 2 years of experience in specific area of Collections

Supervisor Call Center Resume Examples & Samples

• Effectively manage escalation of calls, back office work, client issues and provide direction and guidance regarding policies, procedures, workflows and call service quality
• Continuously analyze current business work flows and productivity/efficiency results in order to seek and recommend process improvements
• Effective and strong decision maker with the ability to make prudent decisions that are timely, well researched, and reflect awareness of impact on the customer and the company
• Demonstrate a strong background in call center operations or customer service
• Excellent reporting skills with the ability to analyze metrics and present results to Executive Management
• Demonstrates strong problem solving skills and is able to improve quality results by recommending changes
• Keeps equipment operational by following established procedures and reporting malfunctions
• Strong background managing direct reports with the ability to motivate employees and create a positive environment, preserve high morale, and the overall ability to supervise and direct people and/or resources to meet department goals
• Enhances organization reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments
• 2+ years in customer service, management and call center background
• Must be willing to work flexible hours(8am-8pm) including overnight, weekends and holidays when needed

Inside Sales Account Executive, Call Center Resume Examples & Samples

• The primary responsibility is to grow market share within a designated account list through the combination of acquiring new business and increasing current client spend while increasing client satisfaction
• Maintains an awareness of revenue responsibilities and performance to goal
• Develops and works a pipeline of potential customers’ growth within existing base; produces accurate forecasts
• Communicates with clients on needs analysis, delivering proposals/campaigns and conflict resolution
• Negotiates contracts/rates while keeping customer ROI and the Company’s rate integrity intact. Executes the 5-Step Sales process which includes: 1. Plan & Prepare, 2. Evaluate Needs, 3. Build the Solution, 4. Present and Close, and 5. Follow Through

Call Center Operations Coordinator Resume Examples & Samples

• 3+ years of experience in a Call Center environment
• Post High School education/training or an equivalent combination of education and experience
• Microsoft Excel proficient
• Exceptional phone manner
• Solid analytical skills
• Familiarity with the Symposium system and Image Matrix system
• Experience with automated management, imaging and /or call tracking tools

Call Center Infrastructure Architect Resume Examples & Samples

• Bachelor's degree in a related field or equivalent
• 7-10 years of experience of being responsible for major components of a complex infrastructure or call center
• Experience with CRMs, Salesforce, cloud-based contact centers, phone systems, ticketing and analytics
• Prior work with a complex business
• Experience with project management
• Technology native with experience from an industry-defining technology driven company
• Knowledge of the basics of programming and building systems, and are experienced working with data
• Excellent presentation, analytical, negotiation, and communication skills

VP Call Center Operations Resume Examples & Samples

• Responsible for the development, execution, review and refinement of the group’s work strategies including the use of technology, MIS development and analysis, resource management, and expense management
• Responsible for employee coaching and development, and ensuring all workplace and line of business policies are adhered to as well as manage personnel decisions including performance appraisals, promotions, salary recommendations, and terminations
• May perform other special duties or assignments as requested or required by senior management
• Must have at least 5 years experience in Call Center Management in a world class customer service center
• Possess excellent speaking voice and vocabulary
• Able to type a minimum of 25 words per minute
• Must be able to successfully complete training and pass assessment exam

Call Center Scheduling & Forecasting Analyst Resume Examples & Samples

• Build customized data search/mining reports or tools to meet customer needs
• Perform basic statistical analysis on data to identify basic factors influencing trends and relationships of variables to drive improved growth results
• Create, maintain, and update standard operating procedures for all databases and macro
• Support Six Sigma Quality initiatives to deliver process improvements across the business
• Identify and drive resolution of data integrity and systems enhancement issues
• Experience with Microsoft Suite including: Word, Excel, PowerPoint and Outlook or comparable software application
• Must submit your application for employment through gecareers.com to be considered (Internals
• Proficiency in Excel, Access and other analytics tools
• Self-Starter – Proven ability to manage multiple and converging requirements with changing priorities <
• Strong work ethic with an ability to work independently as well as in a team environment
• Excellent interpersonal, communication and presentation skills in order to communicate analysis and recommendations
• Strong problem solving, analytical and mathematical skills

Call Center Customer Service Rep, Hours Resume Examples & Samples

• Building and maintaining strong business relationships with existing customers through established service and banking sales standards
• Effectively processes customer requests and transactions in accordance with bank policies and procedures including utilizing the Language Line process to serve non-English speaking customers
• Resolves escalated inquiries or directs to the appropriate area

Call Center Customer Service Manager Resume Examples & Samples

• Works with Call Center supervisors to develop staff knowledge and skills to provide outstanding service. Serves as a customer service role model to others
• Works with managers and supervisors to provide a work environment and culture that promotes customer service, staff development and achievement
• Continually reviews department and Bank processes, procedures and policies to insure they are designed to meet customer needs. Makes recommendations for improvements within the department
• Promotes teamwork and the cross training of employees
• Participates in setting departmental performance measurements and holds staff accountable to them
• Handles complex customer issues and provides follow through to customers and senior management
• Works with Call Center management team to manage FTE usage, productive on phone time and overtime
• Must be an expert in Call Center functions, processes and procedures and systems
• Initiative, a detail orientation, strong analytical skills, and decisive decision-making skills
• Detail orientation, strong analytical skills, and strong process orientation and analysis skills
• Ability to multi-task and be flexible

Call Center Reservation Sales Agent Sabre Hospitality Solutions Resume Examples & Samples

• Requires excellent understanding of the organization, products, and/or services
• Excellent computer software skills
• Must possess excellent communication skills both written and verbal

Call Center Collections Resume Examples & Samples

• Pursues communication with defaulted customers utilizing manual or automated dialing to obtain payment commitments designed to resolve delinquency
• Monitor delinquent loans to identify, at the earliest opportunity, situations where alternatives to repossessions, bankruptcies, etc, exist to reduce the loss to Fifth Third (loan modifications, re-ages etc)
• Identify, evaluate, and resolve reasons for delinquency
• Record all collection efforts via the collection system ensuring that all accounts are noted accurately
• Conduct research, ordering payment copies, credit bureau reports, statements, and credit applications as necessary, to support the collection efforts
• Utilize cross sell of alternative loan products to reduce losses and promote continued business when applicable
• Record all collection efforts via the collection system insuring that all accounts are noted accurately
• Execute department strategy plan to collect delinquent accounts
• Access statements, applications, and third-party vendor services to locate or perfect customer contact and make some strategic actionable decisions
• Stay in compliance with the Fifth Third Quality Assurance Desktop Procedure guidelines
• Escalate calls and/or problem accounts to supervisor, repossession, legal or collection agencies as appropriate
• Review daily reports to identify job performance month to date and task completion
• Insures completion of all projects and/or additional assignments assigned to them
• Perform other duties as business needs dictate as directed by management
• Minimum one-year customer service or collection experience required
• Sales focus û ability to effectively negotiate
• Basic mathematical and analytical skills
• Strong computer aptitude

Call Center Customer Retention Representative Resume Examples & Samples

• Respond to call center customer retention calls for all Cox residential services and product lines
• Identify and resolves customer issues through creative sales techniques
• Exercise creative negotiation and sales technique to motivate customers to continue using Cox services
• Sell additional or upgraded services, while providing a quality customer experience
• Receive inbound retention calls from current customers, for sales and revenue generation, in a high-intensity call center environment
• Utilize proactive persuasive/retention skills to turn requests for disconnection or downgrade into sales and save opportunities by identifying customer needs
• Achieve monthly key performance metrics, call and order entry productivity standards, and call quality performance through utilization of persuasive skills, defined call flow structure, and adherence to provided schedule
• Educate customers on active product features, service offerings, billing, charges, and product value
• Understand and promote current marketing campaigns in order to sell to or save customers accurately and effectively
• Increase revenue through up-selling and cross-selling video, HSI, wireless, and telephony services to existing customers
• Research and review competitive pricing and service offerings in order to provide competitive price and product comparisons based on customer needs
• Responsible for utilizing multiple customer databases to access, change or input account information for customers
• Provide outstanding customer service, troubleshoot and resolve service and minor technical problems for customers by asking appropriate questions
• Creatively negotiate pricing and bundling by making offers of credits and/or discounts according to Company guidelines
• Complete installation, disconnect, transfer and seasonal downgrade orders and update customer accounts utilizing customer record database

Call Center Follow Up Associate Resume Examples & Samples

• Follow up with transport companies for confirmed pick up and drop off dates
• Resolve problems related to delayed and missing vehicles
• Provide timely and accurate status updates on transit loads
• Act as support to the Dispatchers
• Update dealers, manager, and dispatch coordinators on problem transports
• Assist in verification process to expedite transport consignments and minimize dry run fees
• Process bill of ladings and file them
• Input invoices for payment
• At least 1 year clerical/office work experience
• Previous transport or automotive experience is preferred

Call Center Coordinator Resume Examples & Samples

• Monitor and communicate the status of tasks to team members, clients, and customers
• Distribute order and load information to other team members
• Determine which loads require verify support intervention based on system status
• Order and general data entry
• Perform quality assurance audits of orders/loads and determine accuracy according to standards as determined by Ready, clients, and customers
• Contact external vendors/clients/customers to determine status updates, vehicle locations and to gather information to ensure program requirements are maintained
• Identify areas of process improvement
• Perform other duties as directed by department manager
• Accurate typing and data entry skills
• Able to manage multiple tasks in a fast-paced environment
• Highly adaptable to process and system changes
• Must be detail oriented with good judgment and problem solving skills
• Able to initiate and manage a high volume of outbound phone calls
• Strong knowledge of Microsoft Word, Excel, and Outlook
• Demonstrate a stable employment history
• Transportation or general automotive experience a plus

Call Center Inbound Sales Consultant Resume Examples & Samples

• A minimum of 6 months of customer service, banking, and/or sales experience
• Ability to provide quality service and sales effectiveness via the phone
• Active listening skills with the ability to understand the perspectives of customers, peers, and managers. Willingly takes time to hear people out. Can accurately restate the messages and opinions of others
• Ability to maintain composure under pressure, does not become defensive or irritated during difficult situations, and can be counted on to hold things together under stress
• Effective with adhering to defined processes to get tasks accomplished in various situations. Understands how to separate and combine tasks into efficient work flows. Can see opportunities for synergy and integrations where possible. Can simplify complete processes
• Ability to multitask time effectively and efficiently, values time, concentrates efforts on the more important and critical priorities
• Ability to process information and make effective decisions
• Can effectively cope with change, can shift gears comfortably. Can decide and act without having the total picture. Can comfortably handle risk and uncertainty
• Able to write clearly in a variety of settings and styles. Can deliver both written and verbal messages across that have the desired effect
• 2+ years of sales experience with demonstrated success providing sales and customer service support, with experience providing project and/or departmental responsibility support is required
• Ability to successfully help others and serve as a mentor, consultant, and resource to new employees, trainees, and new or existing team members
• Ability to be analytical, think critically, and synthesize information. Leverages analysis, wisdom, experience and logical methods to make good decisions and solve problems with effective solutions
• Steps up to conflict, seeing it as an opportunity. Reads the situation quickly and can close out tough agreements and settle disputes. Has calming influence in a crisis situation. Can find common ground with minimal noise
• Ability to learn quickly when facing new problems, experiments and willing to try anything to find an appropriate solution, comfortable with working through unfamiliar situations and tasks

Call Center Credit Card Service Consultant Resume Examples & Samples

• Effective Communication and Listening skills
• Process Adherence
• Working Efficiently
• Adapt to change
• Self-knowledge
• Issue diffusing

Call Center Inbound Customer Service Resume Examples & Samples

• Handles customer calls in a professional, courteous manner
• Provides accurate information to the customer. Explains products and policies so the customer can understand
• Follows departmental policies and procedures, particularly in regards to customer confidentiality
• Suggest improvements and changes to processes and policies to improve productivity or customer satisfaction
• Continually learning and developing knowledge of Bank products and services

Call Center Scheduler Resume Examples & Samples

• Detail oriented with ability to multitask and problem solve in order to effectively deal with internal and external customers
• Strong telephone etiquette and written/verbal communication skills
• Must possess a positive and upbeat personality with a desire to deliver outstanding customer service
• Must be able to communicate with many customers each day, maintaining composure under workload and pressure
• Computer literate with working knowledge of MS Excel and Outlook
• Availability to work a full-time schedule including nights, weekends and holidays
• Field problem calls and escalated calls from CCR's and ensure issues are resolved quickly and accurately. Requires in-depth knowledge of products and services
• Coach and mentor the team while maintaining departmental standards. Ensure performance goals are realistic and achievement is maintained. Prepare and deliver performance evaluations objectively and in a timely manner
• Bachelor's degree in business or related field or equivalent experience
• Minimum of 5 years relevant experience

Call Center Architect Resume Examples & Samples

• Provide architecture and technology leadership across a wide range of contact center technologies including but not limited to IVR’s, ACD’s, intelligent call routing, SIP, CTI, CRM and Omni-channel
• Analyze, design and integrate innovative communications solutions to deliver expected business outcomes
• Requirements documentation and refinement for various lines of business and associated segments
• Ensure all designs are successfully turned over to production teams, including transition and operations, as sustainable deployments
• Create and update Dell enterprise design standards, templates and processes
• Provide guidance and consultancy on communications solutions
• Coordination and management across multiple vendor partners
• Technical mentor; guides for less experienced engineers and technicians
• Provide technical leadership to the design, development/implementation, and testing of business solutions, integrating legacy and new technologies
• Innovative thought leader and authority on contact center telephony solutions to solve client business problems
• Preparing and presenting potential technical solutions and advising the business on the technical and business value of the proposition
• Keeping up-to-date on new technology, standards, protocols and tools in areas relevant to the environment
• Experience in leading teams consisting of highly technical architects and engineers, bringing focus on that which truly matters
• Varied contact center experiences including voice platforms, telecom networks, skills based routing, speech recognition and IVR as well as Omni-channel integrations
• Technical understanding of contact center PSTN and VoIP, SIP telephony systems integration with CTI
• Deep understanding and commitment of stable, scalable, and fault tolerant solutions. Experience in large operational environments is a must
• Experience in project, portfolio, and vendor management
• Experience with service delivery, business relationships and account management
• Experience with call center reporting metrics and drivers
• Ability to work effectively with limited direction and achieve consistently excellent results
• Technical level project planning and delivery skills,
• Strong organizational skills and proficiency to prioritize and control job responsibilities in order to meet deadlines in an environment with overlapping and potentially conflicting priorities
• Applicant must be capable of effective communication and influential skills at all levels of the organization
• Expert knowledge of Windows-based computers and Microsoft Office programs; specifically, Excel, Outlook, Project, Visio and Word

Call Center Engineer Resume Examples & Samples

• Global carrier services
• Telephony dial plan design and call routing/control protocols such as SIP
• IP networking, VoIP, LAN/WAN switching and QoS
• Public and private cloud contact center architectures
• CRM integration with contact center solutions
• Cisco Unified Communications Manager
• Provide Level 3 & 4 support as directed by management, which can include nights and/or weekends
• Ability to lead and manage projects in order to execute and deliver solutions and services
• Develop and manage project budgets
• Develop and maintain enterprise voice and contact center technology strategies and standards. Educate/train team members, including customers, on the architecture and benefits of new and emerging technologies
• Research, test, propose and implement voice and contact center solutions that meet or exceed the objectives and expectations of the business customers
• Lead several large network engineering initiatives simultaneously, liaise with internal technology partners and external vendors to ensure effective communications, collaboration, and stakeholder involvement. Maintain and strengthen relationships with internal business partners (domestic and international)
• Manage or participate in cross-functional teams to promote technology strategies, analyze products, conduct pilots and implement new solutions
• Complete business case analysis as part of solution assessment and recommendation
• Monitor projects on an ongoing basis, evaluating progress/quality, managing issue resolution as necessary
• Provide Tier 3 and 4 technical expertise for diagnosing and resolving telecom infrastructure and network issues
• Develop, maintain and provide technical expertise in order to transfer knowledge, operating systems and other infrastructure components
• Establish and maintain the architecture and standard technology products in order to enable consistent, reusable and efficient practices within the IT function
• Review detailed research materials, vendor product plans and industry trends for new/emerging technologies in order to identify the impact on current Company technology strategies and business plans
• Promote and monitor compliance of solution development activities with audit and information risk policies
• Analyze business requirements (e.g., functional and technical requirements, information need, business processes) by conducting information-gathering sessions with clients, analyzing the information and prioritizing the requirements to gain understanding of the business needs
• Manage risks, assessing gaps/opportunities, and implementing action plans to mitigate risks, when applicable
• Analyze project financials and trends to identify opportunities, escalating issues and variances to budget where necessary
• Develop project objectives by reviewing project proposals and plans; conferring with management
• Determine project specifications by studying product design, customer requirements, and performance standards; completing technical studies; preparing cost estimates
• Prepare project status reports by collecting, analyzing, and summarizing information and trends; recommending action
• Vendor Relationship Management: Ability to manage all aspects of vendor relationship(s) (e.g., goal setting, governance oversight, conflict resolution and performance delivery). Includes knowledge of operational interfaces and ability to manage multiple suppliers
• Project Management: Ability to use appropriate tools and techniques to plan secure resources for, manage, assist and ensure the progress and ultimate completion of designated projects; effectively manage time and resources to ensure that work is completed efficiently
• Project Estimating: Ability to estimate the cost of a project, including the hardware, software, network and other related costs to design, develop, test and deploy the required solution
• Technical Writing: Knowledge of and ability to apply effective design principles to communicate complex and detailed information across various communication vehicles and information type (e.g., web site content, on-line help text, technical content) and global environments
• Technology Architecting: Ability to holistically conceptualize and model the use of technologies across a broad set of business applications to translate business strategies and requirements into technical strategies, and to apply the architecture models to create achievable system designs for business solutions
• Advanced Operating Systems: Knowledge of advanced operating systems and related aspects. Includes the ability to lead and act as a subject matter expert in the evaluation, selection and implementation of infrastructure solutions
• IT Industry Knowledge: Knowledge of the key directional trends and emerging technologies in the IT industry. Includes knowledge of the key vendors, their strategic and tactical plans, and internal/external advisory services

Call Center Front Line Manager Resume Examples & Samples

• Provide leadership, communication, coaching, development to team of 15-25 nonexempt customer service representatives handling incoming calls from Synchrony Financial customers (or Clients), including corrective action when necessary
• Ensure high level of customer (or Client) satisfaction and quality
• Coordinate multiple priorities demonstrate ability to follow through on projects to completion
• Cultivate environment of trust, teamwork, self-confidence ownership
• Develop implement programs to motivate employees stimulate high sense of business ownership urgency
• Ensure compliance with operational instructions as well as state federal regulations
• Occasionally take escalated calls from customers (or Clients) to ensure prompt and accurate resolution of issues
• Uses judgment based on practice and precedence
• Must be able to work day and evening shifts with regular rotating weekend shifts and holiday hours as required
• High School Diploma/GED or a minimum of 2 year experience in a financial services, collection, operations or customer service setting
• Demonstrated effective leadership skills & experience leading teams of 15+ personnel
• Excellent organization, prioritization, time management skills
• Proven ability to lead and manage multiple projects through to completion with minimal supervision
• Proven track record of using sound judgment in decision making and problem solving
• Ability to work with multiple levels of management internally and with customers (or clients)
• High integrity ability to handle confidential information
• Strong overall business perspective
• Ability to become proficient with applicable Synchrony Financial systems in order to effectively lead teams
• Creativity and high energy level
• Ability to work evening, weekend, holiday rotational work schedules
• Experience with Microsoft Suite including: Word, Excel, PowerPoint, and Outlook or comparable software application

Senior Call Center IT Manager Ii Virtual Resume Examples & Samples

• Maintain and innovate a multi-site global Apple enterprise environment supporting over 2000 iMac desktops, approximately 100 portables and over 2000 iPad/iPod Touches
• Help drive then unification and standardization of support tools
• Manages the planning, development, and installation of network systems by evaluating current and future business requirements
• Directs and controls the activities of design, analysis, planning, and implementation of network components
• Oversees the development and evaluation of network performance criteria and measurement methods
• Manages the testing and analysis of all components of network facilities to ensure operational status
• Identifies network problems and oversees resolution of problems
• Drives the planning, design, implementation, organization, and operation of the data communications network
• Directs and manages the research, design, planning, and development of new advanced network technologies, network components, and radio frequency and/or wireless transmission
• Monitor network statistics. (All of the above 90%)
• Perform any additional responsibilities as requested or assigned. (10%)
• Provide necessary technical expertise to perform responsibilities within determined time frames and with a high degree of accuracy, quality and professionalism
• Prioritize and schedule daily activities while working with minimum of supervision
• Able to effectively perform tasks in a responsive manner
• Establish and maintain effective work relationships within the department and the company
• Maintain a professional manner and excellent customer service skills in dealing with the computer needs of management, support staff and sales associates
• Prioritize and creatively manage multiple projects simultaneously
• Maintain the professional competence, knowledge and skills necessary to effectively complete responsibilities; enhance job knowledge and abilities by taking personal responsibility for professional development and training
• Safeguard sensitive and confidential company information
• Attend work on a regular basis and support the company’s employee policies and procedures, including workplace safety rules
• Be available for flexible work shifts when network problems occur or when maintenance is required
• 5 years experience working with 99% Apple environments
• Experience working with Mac workstations
• Experience with Mac management and MDM tools
• Experience with security policy & procedure
• Must possess excellent organizational skills with ability for analysis, accuracy and details
• Must be able to work independently, be resourceful and action-oriented
• Must be able to work flexible schedule when projects or problems warrant it
• Excellent oral and written communication skills, including presentation skills
• Superior customer service and interpersonal skills
• Effective analytical, problem-solving and decision-making skills
• Project management skills; ability to prioritize and handle multiple issues and projects concurrently

Call Center Consumer Cust Svg GR Site Resume Examples & Samples

• The incumbent is responsible for 170 non-exempt FTE's on 2 shifts and weekends in our Grand Rapids Call Center location. In addition, 4 managers report directly to this individual along with the roll up of performance outcomes from 10 first level supervisors (i.e. team Leaders reporting to the 3 management positions). Ability to manage performance through a multi-tiered and multi-site environment where successful service levels are based on adherence to Bancorp standards and agent level outcomes. Delivers training materials, communication and support pieces for successful service, sales and related functions consistent with Bancorp Operations and Call Center standards. Incumbent is also responsible for all aspects of budget administration for consumer service support in the Grand Rapids Call Site
• Responsible for providing employees timely, candid and constructive performance feedback; developing employees to their fullest potential and provide challenging opportunities that enhance employee career growth; developing the appropriate talent pool to ensure adequate bench strength and succession planning; recognizing and rewarding employees for accomplishments
• 5+ years of Banking operations experience in Call Center Service or comparable area required
• Background in inbound scheduling software support
• Ability to work in a team environment, presenting a professional image and commanding the respect of staff and peers, especially in an off-site environment
• Ability to interact with senior management, and generate impact on that level
• Ability to manage quality processes (i.e. Baldrige Models)
• Experience with Microsoft office products, such as Access, Word, Excel, PowerPoint and Outlook
• Leadership skills, initiative, a detail orientation, strong analytical skills, and decisive decision-making skills
• Experience managing management level associates

Call Center E-mail Associate Resume Examples & Samples

• Compose e-mail responses to OnLine clients, banking clients, potential clients (Retail and Business) and shareholders. Maintain the required performance standards in quality, occupancy, attendance, promptness and identifying client needs
• Contact a variety of internal and external resources for assistance with responses
• Assist with the development of scripted e-mail responses and serve as a mentor to other associates
• Escalate e-mails to other departments for final resolution and complete follow-up contacts with clients, branch offices and other departments
• Suggest scripting changes for improved communications and compile individual and group statistics regarding performance
• Two years of client service experience
• Basic understanding of computers
• Ability to type at least 35 words per minute accurately
• Excellent communication skills, especially in written correspondence

Usccb Call Center Operational Risk Resume Examples & Samples

• Lead annual and quarterly Managers Control Assessment (MCA) self-assessments and completion of all Control related assessments on behalf of the business process owner
• Identify and escalate potential areas of risk and threats; implement strategies to mitigate operational or emerging operational risk
• Ensure new or modified products (projects or process changes) are fully reviewed with key risks and mitigants appropriately identified; ensure reviewed through the appropriate governance routines and launched with adequate controls which can be monitored and reported
• Ensure internal reviews and external examinations are well managed with clearly evidenced controls
• Provide imbedded support of assigned business area / 1-Down by attending and participating in business meeting routines to provide Control related updates to the team and to learn about any new initiatives that ORM would need to support
• Proactively identify emerging risks and assists the business process owner with resolving control gaps and issues and helps to create quality corrective action plans, including understanding root cause of the issue
• Work with the business and Quality Control team to ensure controls are monitored and/or tested and the results are reported to senior management on a monthly basis
• Lead the execution of key enterprise operational risk policies and standard– ORM, Records Management, Supplier Risk Management, Business Continuity, ensuring self-identified issues are communicated and resolved timely
• Ensure the oversight of Third Parties meets the OCC/Citi Policy expectation and provide ongoing monitoring in partnership with the Utility Supplier Risk Management team
• Partner with Information Security to understand Cyber Threats and SIRT incidents to the business and partner with process owners to resolve identified gaps
• Provide support to the Senior Operational Risk Manager so a clear and comprehensive view of “Health of Controls” is created and socialized with the business process owners for weekly, monthly, and quarterly Control updates to the executive management team
• Responsible for the back testing of Business Issues and Operational losses and events
• Escalate and resolve Key Risk and Control Indicator breaches with the process owner
• Ad hoc Control related requests as needed
• Outstanding leadership, influencing and communications skills as the incumbent will be working with senior leaders across various LOBs, disciplines and support organizations. Must have ability to foster strong working relationships
• Demonstrated ability to provide effective challenge on new initiatives and changing strategies to senior management. This individual will participate, present and lead in business governance decisioning forums and influence critical business decisions
• Strong judgment, thought leadership and critical thinking skills. Prioritizes high impact potential problems effectively
• Considers broad implications of decisions on products, services and business processes; for customers/clients and P&L
• Can clearly articulate the process of supporting a business unit’s function, controls, business priorities, impact on financial reporting, operations, issues and risks associated with various processes and platforms; can quickly identify gaps, effectively communicate and proactively develop solutions
• 10+ years of direct, relevant experience in financial services, with enhanced knowledge of the business and channels to be supported
• 5+ years managing complex, multifaceted business area, P&L, operations or transformation
• Strong credible knowledge of the Call Center Operations business and applicable rules, regulations and processes
• Prior experience in senior role or a control organization, highly desirable,
• Previous with experience developing business controls and control monitoring. Business process re-engineering and/or analytics highly desired

Call Center Operations Analyst Resume Examples & Samples

• Establish routine meetings with cross-functional teams, divisional counterparts and select users to understand business requirements, organizational goals and reporting needs
• Develop standardized reports and measurements to improve overall performance of the call center and enable strong understanding of the business (i.e., Service Level, Forecast Accuracy and other related business processes.)
• Assist in monitoring real-time workflow and schedule adherence and make recommendations to leaders to improve the service delivery to our customers
• Provide analysis and recommendations based on identified business objectives
• Assist in the creation of new Standard Operating Procedures and provide clear and concise documentation of processes and procedures
• Participate in continuous improvement initiatives for various departments within the Customer Care Centers
• Recommend and assist with the implementation of efficiency and adherence enhancements
• Identify call volume trends and averages on a monthly, quarterly, and seasonal basis by evaluating data from phone system reports and in-house data storage
• Perform other duties and special projects as assigned
• 1-3 years working in a call center environment preferred

Shift Supervisor, Call Center Resume Examples & Samples

• Research, resolve and respond to more complex telephone, web and email inquiries, problems or complaints in an inbound call center environment regarding their healthcare plans, and oversee Benefit Representatives in
• Excellent customer service and training skills
• Exceptional telephone etiquette and communication skills in a call center environment including, but not limited to: listening without interrupting, using a clear and audible voice, using an appropriate and non-offensive tone of voice, communicating enthusiastically (when appropriate), using proper grammar and appropriate terms, using language that is easily understood by the receiving participant and using the proper rate of speed when speaking
• Exceptional oral and written communication skills
• Demonstrated quantitative and qualitative analytical and problem-solving skills
• Intermediate typing skills (approximately 40 WPM)
• Intermediate computer skills, including the use of Microsoft Office (Word, Excel, Access)
• Ability to communicate and respond calmly and professionally
• Must be able to screen details and identify potential discrepancies
• Must be able to clearly communicate in the English language
• High school diploma required; College degree preferred
• Certification(s) in Human Resources, Benefits, COBRA, or related field is desired
• Minimum three (3) years of employer group benefits administration experience (including administration of employer group benefits at an insurance carrier, broker, and/or Human Resources department)
• Minimum two (2) years in a customer service or call center is required, preferably in a health insurance carrier or Human Resources environment, with minimum one (1) year in a lead or supervisory role
• Active Life Agent License is required or must be obtained within three (3) months from hire date
• HIPAA Certificate must be obtained within one (1) week of hire date
• Excels as part of a cooperative, dynamic team, always displaying a positive attitude and a desire to “solve for yes” and provide win-win solutions
• Able to adapt to change, take initiative, manage time effectively and effectively cope with stressful situations

Call Center Product Manager Resume Examples & Samples

• Program Management Forecasting and Modeling
• Responsibility for short & long term project workload forecasting, multi contact type volume forecasting and integration with Client SOW’s for accurate budget tracking and monthly variable labor forecasting
• Evaluate and implement process improvements related to resource management planning
• Maintain detailed records of project volume and project types for future forecasting accuracy. Develop and maintain an enterprise resource capacity model that can be utilized by CTS
• Lead monthly resource planning meetings with management team and ECCS
• Ensure forecasting practices and processes are documented and executed within the JPMC standards
• Cyber Program
• Coordination and relationship management of key internal and external stakeholders, cross-functional department heads, consultants and other support partners as identified in support of our Cyber Agenda
• Work on Cyber related activities and/or projects as requested by the service governance team and Internal Risk Managers. Primary interface into the service governance team
• Ability to interface with all levels of management including Executives within JPMC
• Ability to understand, document and prioritize Cyber related activities to reduce risk to the infrastructure
• Plan and lead efforts to reduce Cyber risks utilizing a consistent management methodology
• Product Management Data Analytics/Reporting
• Responsible for reviewing and evaluating call center incidents and change controls, identifying trends, recognizing opportunities for improvement, and recommending changes based on results from analysis performed. Provide upper management with hypotheses and recommendations related to the findings in the data
• Develop summarized presentations promoting accomplishments, future direction and call center products
• Review and provide input to business process changes. As changes are implemented you will track the impacts of the change to determine the success and/or impacts to staffing and costs
• Develop spreadsheets within Excel to aid in the analysis of existing programs, including forecasting and trending

Call Center Mortgage Processor Resume Examples & Samples

• Must have 4 years mortgage experience
• Proficient with MS Office
• Ability to work and thrive in a fast paced environment
• Must work well with people

Care Concierge Specialist Call Center Resume Examples & Samples

• Flexibility is a key requirement
• Maintain call count goals on a weekly basis
• Work collaboratively with other associate and members of the clinical leadership team
• Acquire knowledge of the process flows for the department
• High level of detail and organizational skills
• Intermediate to advanced computer skills and knowledge of Microsoft Word and Excel
• Role Desirables
• Associate’s degree or equivalent from two-year college or technical school OR six months to one year related experience and/or training
• Adaptable with the ability to thrive in a fast paced environment
• Bilingual (English/Spanish) - read, write, interpret and explain documents in Spanish and English

Customer Service Supervisor Phone Call Center Resume Examples & Samples

• Complete annual and bi-annual performance evaluations
• Review and approve time cards; maintain FMLA reporting
• Conduct training involving associate development, promotional products and services, etc
• Maintain proper staffing and training and offer opportunities for employee growth
• Ensure that associates adhere to schedules and report applicable/approved exceptions
• Recommend process improvements to management
• Three to five years of call center experience
• Demonstrated leadership capabilities
• Ability to travel as needed, occasionally overnight

Call Center Frontline Leader New Member Assessment Resume Examples & Samples

• Ensure appropriate staffing levels are achieved to ensure resources are managed effectively
• Identify reasons for variation in individual performance and take appropriate actions that will result in improved performance
• Bachelor's degree or equivalent related work experience
• Previous supervisory experience in call center environment
• Experience in health insurance or health related field
• Proficiency in all Microsoft Office Programs, e.g. Word, PowerPoint, Excel, Access, etc
• Longevity working in an operational setting

Patient Care Coordinator Right Source Specialty Call Center Resume Examples & Samples

• Proficiency in Microsoft Office Word, and Excel
• A positive, proactive attitude, flexible, and highly motivated
• Ability to type 50-55 wpm
• Working knowledge of Argus is a plus

Call Center Frontline Manager Resume Examples & Samples

• The Call Center Frontline Manager is responsible for managing a team of nonexempt Customer Service representatives, providing coaching and development. Full supervisory responsibilities, contributing to the motivation/development of team through professional leadership. Nature of impact is direct impact by ensuring the quality of the task/services/information provided by self and others and area of impact is primarily on own team
• Provide leadership, communication, coaching, development to team of 15-25 nonexempt customer service representatives handling incoming calls from Retail Finance customers (or Clients), including corrective action when necessary
• Ensure high level of customer (or Client) satisfaction & quality
• Develop & implement programs to motivate employees & stimulate high sense of business ownership & urgency
• Ensure compliance with operational instructions as well as state & federal regulations

Call Center Junior Mortgage Processor Resume Examples & Samples

• Structured, hands-on training and development program with advancement opportunities
• Prepare loan for Processing Manager sign-off review
• Prepare loan file for final clear to close with Underwriting
• Maintain daily workflow prioritization

Frontline Leader Right Source Call Center Resume Examples & Samples

• Experience in Call Center Leadership
• Ability to operate in collaborative environment
• Experience with managing quality metrics and monitor feedback
• Applied knowledge of insurance processing, customer service or call center processes and practices
• Proficiency in all Microsoft Office Programs, e.g. Word, PowerPoint, and Excel,
• Flexibilty to work 5:00am-8:00pm Monday- Friday and Saturday 5:00am-3:30pm. Holidays as needed, hours subject to change based on business needs
• General understanding of economic, financial and operational concepts

Call Center Frontline Customer Service Manager Resume Examples & Samples

• Involved in all aspects of business as full business partner to promote values & strategic plans of business center
• Ensure compliance w/operational instructions & state & federal regulations
• Ensure high level of client/customer satisfaction, client relations & quality standard
• Coordinate multiple priorities & demonstrate initiative in completing projects
• Provide leadership, communication, coaching, professional development & skills enhancement to teams handling incoming calls
• Interface w/client group marketing managers to support & implement growth strategies
• Analyze department performance & proactively identify & implement strategies to improve quality, productivity & profitability
• Identify & address training & development needs
• Special assignments & other duties as assigned
• 2+ years customer service experience with 18+ months leadership experience
• Must be able to work hours as early as 6am and as late as midnight in a 7 day per week call center operations environment. Weekends and holidays are required
• Financial services industry experience
• Superior interpersonal skills including demonstrated skills to communicate effectively and motivate others
• Effective leadership skills and experience leading a team of people
• Excellent organization, prioritization, time management skills and multi-tasking
• Experienced and skilled at effectively providing and receiving constructive feedback
• Knowledge of customer service, credit laws, regulations, techniques and practices
• Ability to become proficient with all GECS and FDR systems
• Demonstrated success in anticipating issues and initiating effective actions
• Team player, innovative, excellent communication and facilitation skills
• Strong analytical

VP, Call Center Ops Resume Examples & Samples

• This position is a key leader in the operations organization working closely with the SVP, Call Center Operations and the other senior leaders for all Residential call center operations including Care, Inbound Sales and Retention in creating a best in class customer experience, driving operational efficiencies and ensuring high employee morale
• Leads a support team for enterprise operational metrics and analytics to drive to best in class performance. Analytics and reporting including but not limited to all Call Center Operations metrics, staffing analytics, workforce analytics and capacity planning
• Responsible for in-depth analytics that include recommendations for operational improvements including cost reduction opportunities, process gaps, new initiatives and any opportunity areas
• Responsible for enterprise-wide call handling improvement initiatives and metrics to include, but not limited to AHT, FCR, CSAT and shrinkage
• Support the call centers on efforts to standardize business practices and capture efficiencies with a focus on call handling strategies. Work collaboratively with peers to maximize all opportunities that improve business results
• Responsible for all “out of cycle” call volume modeling and forecasting: DCI/MAXX, NCL, and Collections
• Responsible for Care Bridge operations for both CSG and ICOMS sites
• Provide compliance and verification of various programs and initiative through routine audits and or/certification programs
• Work closely with all Market level call center operations teams to ensure coordination, participation in committee meetings as appropriate to ensure strategic alignment
• 10+ plus years of experience in a related operations management role with at least five years of experience in a large organization
• Call Center Operations background preferred with working knowledge of headcount modeling/work force planning, call mix and call flow, routing strategies and improvements, analytics and modeling strategies for capacity management
• Demonstrated organizational skills, prioritization skills and time management skills to ensure that work related activities are completed in an accurate and timely manner
• Demonstrated change management aptitude and ability. Takes a proactive role in bringing about change, applying new ways to develop the business through improved management of people and processes
• Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts. Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner
• Ability to think strategically and identify critical success factors when developing strategy and plans for assigned area of responsibility
• Ability to effectively lead within in a matrix organization

Director of Call Center Operations Resume Examples & Samples

• Provide strategic guidance to a call center site and/or business to optimize member experience and operational efficiency
• Understand the drivers of call volume for call centers and partner both horizontally and vertically within the company to identify plan to achieve call reduction
• Understanding the correlation between service levels, quality and cost, act as change agent for ensuring the appropriate balance
• Pilot, test & learn tactics around cross selling self-service capabilities as an investment in future call reduction
• Ensure that vendor partners create the culture required to provide the necessary member experience
• Lead associate engagement and retention activities
• By focusing on “what we do and how we do it”, promote associate well-being while at the same time meeting goals and adhering to corporate values
• Direct the design and implementation of policies and procedures which drive performance maximization and ensure flawless integration with other business units
• Provide leadership and guidance to management and supervisory staff in implementing HPS strategic plans, objectives and budgets
• Establish and drive behaviors toward adhering to performance and service level standards by identifying, tracking, measuring and analyzing data to highlight problems, prevent losses, contain costs and direct the development of process improvements
• Develop and maintain both internal and external relationships that serve as resources of technical knowledge and aid in performance improvement
• Bachelor’s degree in Business, Finance, Operations or other related fields / or 10 years Customer Service Management experience
• Ability to lead and manage both Clinical and Operational personnel
• Ability to lead and manage in a multi-site environment
• Significant process and problem solving experience required
• Strong analytical skills needed
• Comfortable leading and advancing change
• Ability to reduce redundancy and improve quality, efficiency, and effectiveness of the end to end Humana Clinical Pharmacy Review process
• Strong business acumen
• Deep consumer empathy
• Strong member service skills

Call Center Team Manager Resume Examples & Samples

• Manage the line of business (LOB) operations to meet Service Level Agreement standards. Contribute to department’s effectiveness in reaching production goals by identifying training needs, and recommending policy and procedure enhancements to support meeting goals in service levels, quality and attendance
• Manage the professional development of associates and focus their attention on PCE
• Handle the resolution process for issues escalated from front line associates and other complex Contact Center- related client service issues
• Manage assigned personnel regarding employment, career development, performance evaluations, salary changes, promotions, transfers and terminations within established policies and guidelines
• Review, develop and implement policies and procedures that affect Phone24 and ensure adherence to general bank policies
• Analyze contact volume trends and recommend operational changes to improve efficiencies and effectiveness
• Coordinate efforts with supervisors, managers and other departments to enhance business efficiencies and improve associate capabilities related to technical client support
• Liaison for all Business Continuity Planning and implementation strategies. Work closely with other team managers to ensure effective allocation of staffing and communication plans
• Pursue personal and professional growth through required and voluntary training, education and seminars
• Bachelor's degree or equivalent education and related training
• Two years of contact center supervisory experience
• Demonstrated proficiency in PC hardware and operating systems
• Demonstrated proficiency in mobile devices and operating systems
• Strong judgment and time management skills
• Excellent interpersonal, verbal and written communication skills with the ability to successfully handle a wide variety of client service situations; constructively manage conflict, solve problems and make recommendations regarding client situations
• Ability to travel, occasionally overnight
• Evaluates and analyzes documentation thoroughly to determine claim processing according to policy provisions and state regulations with limited authority limits
• Analyzes any additional information/documentation received to determine how to proceed with review of claim under supervision and determines methods of obtaining information from alternative sources
• Thoroughly documents search for beneficiary and document in detail via phone & written correspondence
• Corresponds verbally and in writing with claimants, beneficiaries, funeral homes or other third parties
• Assists with department and company projects
• Works closely with Legal Counsel, Claims Specialists, Compliance to assist in resolution of claim
• Prior customer service related experience
• Ability to meet department productivity and quality standards regardless of changing environment
• Flexible to adjust schedule to meet time-sensitive service levels standards and deadlines
• Demonstrated ability in verbal and written communication
• Strong teamwork and problem resolution skills
• Proficiency in word and Excel
• Conforms with and abides by all regulations, policies, work procedures, instruction, and all safety rules

Call Center Workforce Business Partner Resume Examples & Samples

• Experience with high level client interaction
• Proven leadership skills / people management STRONGLY PREFERRED
• Financial analysis skills
• Experience with forecasting methods and concepts

Call Center UI Developer Resume Examples & Samples

• Operational Email Design, Development, maintenance and ongoing support
• Website UI Design, Development, maintenance and ongoing support for FAQ
• UI design and development for the Saleforce.com UI used by the Call Center
• Understand and Utilize APIs provided by various systems
• Provide the first level of triage of issues; explain the impact and partner with others in IT regards the best solution to the problem
• Partner with business and operational peers on new development delivery or issue resolution
• Ideal candidate will have 3 years of front-end development experience
• Proficient in JavaScript
• Experience with css preprocessors like SASS or LESS, and responsive frameworks (Foundation, Singularity, Bootstrap) that use these preprocessors
• Experience with task runners like Grunt or Gulp
• Version Control & Peer review software tools (Git, Bitbucket)
• UI Design experience
• Experience participating in the proposing and developing of solutions with IT and business constituents
• Java Development
• Graphics Design
• Ability to write and execute SQL Scripts
• Node.js Experience
• Active in the coding community (Github commits, meetup and conference attendance, social participation, etc.)
• Passion for staying up to date on latest coding standards and practices
• Experience with module concepts in JS and CSS
• Test Case Development and Execution for testing what is built

Mortgage Call Center Loan Originator Resume Examples & Samples

• 2+ years of recent first and second mortgage origination experience
• Ability to work independently while managing and meeting multiple origination and processing deadlines
• Multi-tasked, detailed, and organized orientation
• Experience using a mortgage loan origination / processing and automated underwriting system
• Advance skills with Microsoft Word

Call Center Mortgage Consultant Resume Examples & Samples

• Origination experience in the mortgage or banking industry required – mortgage licenses strongly preferred
• Must maintain mortgage licenses by completing mandatory annual continuing education
• Demonstrated ability to connect quickly with people in an outgoing, friendly manner
• Proven success in a fast-paced environment
• Must be detail-oriented and demonstrate careful decision-making skills
• Will need to work independently with minimal supervision

Call Center Reps Resume Examples & Samples

• Provide information on a variety of complex customer service issues requiring knowledge of life insurance/retirement/annuity products and transactions focusing on customer satisfaction, quality, and efficiency May consult with other departments
• Process incoming and outgoing mail, using automated workflow system
• Basic understanding of Microsoft office suite, specifically Word and Excel

Call Center / Tempe Resume Examples & Samples

• Answer and resolve calls from our merchants. Be the one contact for our merchants
• Ensure timely follow-up on merchants inquiries 100% of the time
• Troubleshoot technical problems to determine the root cause and provide a viable solution
• Analyze transactions, deposits, statements and account information in order to resolve and provide solutions for our
• 1-3 years experience within a supportive/sales environment
• Ability to work within a rotating shift environment
• Familiarity with computers and keyboarding skills - Able to type a minimum of 40 wpm
• Strong customer focus; with a goal to provide 1st call resolution
• Strong problem solving and troubleshooting skills
• Outstanding verbal and written communication skills (Fluent in French a plus)
• Effective listening and analytical skills in order to resolve matters to our merchant's satisfaction
• High tolerance to learn processes and technical concepts quickly
• Forward thinker - takes initiatives, challenges the status quo in order to better assist our merchants
• Exceeds our merchants' expectations
• Must be able to attend training starting on September 8, 2015. (Training= 6 weeks, 8am-4:30pm M-F)

Dialer Analyst Call Center Support Resume Examples & Samples

• Knowledge and application of dialer software, data gathering and trend analysis including application of spreadsheet software like MS Excel, statistical analysis, graphing, data presentation, communications, team presentations and public speaking skills
• Must have knowledge and experience using dialer applications – experience with Avaya required
• Associates degree plus 1 year of call centre experience or equivalent work experience
• Advanced proficiency in Excel
• Problem resolution and analytical skills
• Discipline to work accurately and efficiency in a fast paced environment
• Working understanding of Consumer Collections and relevant function areas, including regulatory and consumer guidelines,pertinent documentation and initiatives (for example,property appraisals,Broker Price Opinions,Service Alignment Initiatives)
• Working knowledge of federal,state/provincial and local laws pertaining to Consumer Collections and functional area
• Keen analytical skills,attention to detail and ability to work independently
• Proven ability to multi-task,prioritize workload and meet deadlines
• Proficient PC Skills including but not limited to Microsoft Excel,Word,Access,etc

Call Center Customer Service Rep-class Starts Resume Examples & Samples

• Recommend alternative banking products and/or make referrals to other departments
• May perform system testing
• Banking or other financial instituion experience preferred

Call Center Finance Specialist Resume Examples & Samples

• Associate’s Degree in Accounting, or equivalent experience preferred
• Proven ability to quickly learn new systems and processes
• Must be able to work limited-term
• Associates working in the state of Arizona must comply with the Tobacco Free Hiring Policy (see details below under Additional Information) and upon offer will be subjected to nicotine testing as part of a 10 panel drug test

Supervisor, Call Center Resume Examples & Samples

• Bachelor s degree in business-related field or equivalent experience
• Computer literacy with the ability to analyze data and produce reports
• Must be FSA trained

Call Center Assistant Manager Resume Examples & Samples

• Meet call center sales objectives through collaborative efforts with the Sales Manager and Sales Coach. Prepare call center agent performance reports by collecting, analyzing and summarizing data and trends. Initiate corrective actions while working closely with the Operations Manager. Forecast and manage labor expenses as they relate to weekly employee scheduling and yearly budgets. (Drive Value)
• Accomplishes call center human resource objectives by recruiting, coaching, developing and disciplining employees; administers scheduling systems; communicates job expectations as well as career path opportunities; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; follows production, productivity, quality and customer service standards; identifies work process improvements. (Develop)
• Development of the Lead Agents and Vacation Coordinator’s, focusing on growth, leadership and bench strength. (Develop)
• Inspire trust and build strong relationships across business units such as Accounting, Mountain Operations (Ski School, Vail Resorts Retail, Ticket Office, Golf Courses), Call Centers (ISD,IED, Online, Keystone & Breckenridge Hospitality) IT, Travel Services and the Training Dept. Leverage relationships and communicate effectively to influence key business decisions and processes.(Connect)
• Demonstrate an unyielding passion for the guest experience, culture, mission and vision by troubleshooting and resolving guest and partner issues in a timely and mutually beneficial outcome. Own the results of the Employee Engagement Survey. Establish action items and ensure ongoing communication of results to current and new employees. Coach employees through to completion of action items. (Passion)
• Maintain professional and technical knowledge of call center operations and sales processes. Attend educational workshops and training courses. Follow key industry and call center trends as well as participate in departmental/company-wide initiatives to drive internal and external customer experiences. (Out Front)
• Re-imagine aspects of the Assistant Manager, Lead & Reservations Agents’ roles that could be improved upon to create Experiences of a Lifetime for our guests and improved efficiency for our department. (Re-Imagine)
• Additional hours may be required based on office volume within the entire department including phone volume and other projects including heavy arrival days and budget activities

Supervisor, Call Center Floor Resume Examples & Samples

• Supervise a team of 20-30 hourly associates; motivate, counsel and coach assigned staff
• Ownership of detailed record keeping and processes including but not limited to returns and releasing
• Implement corporate work rules regarding established departmental policies
• 4-6 years call center/service experience, including 1-2 Years Supervisory responsibility

Finance Call Center OTC Specialist Limited Term Resume Examples & Samples

• 1-3 years Call Center or Customer Service experience
• Strong communication, telephonic skills, listening skills, and attention to detail
• Ability to work in a fast paced environment and to handle a constant volume of phone inquiries

Call Center Site Manager Resume Examples & Samples

• Responsible for effective operational efficiency, adhering to budget, and ensuring exceptional quality performance
• Direct a focus on service quality, customer satisfaction and adhering to the organizational culture expectations
• Responsible for implementing and maintaining the Business Continuity Plan and to serve as escalation point for site specific issues
• Develop and maintain positive relationships with business partners, both internally and externally
• Lead and coach direct reports (including remote reports) to acquire and refine necessary job skills through constructive feedback, ongoing training, and other coaching techniques. Conduct regular performance reviews and one-one-one meetings with direct reports to evaluate performance
• Five (5) – eight (8) years of equivalent or relevant work experience in banking and/ or call center environment required
• Five (5) – eight (8) years management experience required
• Extensive knowledge of call center operations, including telecommunication experience and basic understanding of PBX, keyed telephone systems, and VoIP
• Proven results in motivating and inspiring a group of employees to achieve and exceed defined performance goals, including referrals and sales of products/services
• Knowledge of continuous improvement concepts and tools to analyze current processes and develop valid solutions to resolve identified issues resulting in increased operational efficiencies
• Ability to collaborate and maximize relationships with all levels of associates in the bank through effective communication
• Proficient computer skills, including experience and knowledge of call routing software, workforce management, and Microsoft Office
• Extensive and proven experience of prioritizing and organizing work in a multitasked environment, meeting financial and quality objectives, and overseeing staff management processes to ensure all positions are staffed with appropriate talent

Call Center Workforce Analyst Resume Examples & Samples

• Manage a Call Center’s work force of 150 plus employees through forecasting call volumes and scheduling staff to ensure all key performance metrics are met utilizing CMS and IEX
• Monitoring various Call Center queues of multiple projects to ensure agents are adhering to and not deviating from schedules
• Perform in-depth analysis and provide recommendations for customer service improvements
• Create presentations periodically to be used at client meetings
• Participate in developing, documenting and implementing process and procedure improvements
• Provide direction, motivation and recognition to encourage and boost the team’s morale
• Execute instruction, initiatives and procedures as directed by Call Center Manager, or in conjunction with Call Center Supervisors

Call Center Customer Support Tier Resume Examples & Samples

• Maintain a friendly, professional, welcoming attitude toward the caller. Ensure all of their needs are met within our policies. Ensure our brand is represented appropriately. Take ownership of customer issues to ensure our customer committments are met
• Professionalism: Team member represents him/herself and the company in a professional manner, such as following company dress code, proper email structure, etc. Demonstrates poise and clear headedness in stressful situations, and handles peer and supervisor interactions in an appropriately professional manner
• Teamwork: Demonstrates the ability to work cooperatively with others to achieve required outcomes, resolves conflict quickly and with a high degree of professional courtesy, accepts additional responsibilities, and helps others as needed for the team to achieve desired results. Team member performs all tasks as assigned in a timely manner, and seeks additional work when completed. Recurring tasks are performed without guidance or direction. Seeks appropriate supervision on less routine tasks or when challenges arise
• Practice and present suggestive selling to customers on every eligible call to promote sales and services
• Back Office Research – Utilizing TRU Systems to resolve escalated customer service issues
• Background in call center operations or customer service environment
• 1+ year in customer service, call center experience

Customer Service Representative Inbound Call Center Resume Examples & Samples

• Effective communication with consumers by composing accurate, prompt and effective replies to consumer contacts
• Identify and handle actual and potential non-serious Adverse Event (AE) reports. Conduct non-serious AE investigation(s) ensuring appropriate information is gathered and follow-up with the reporter as required
• Monitor consumer contacts to ensure action on possible product liability or product tampering incidents, by appraising situations that could result in legal action or media involvement, and handle or refer according to crisis management procedures
• Perform data input in an accurate, detailed and timely fashion on all consumer contacts according to the consumer database parameter and the guidelines defined within the respective departmental Standard Operating Procedures (SOPs)
• MUST HAVE PREVIOUS OR CURRENT EXPERIENCE IN A HIGH VOLUME CALL CENTER
• Strong verbal and written communication and listening skills
• Strong computer and keyboard ability with proficiency in Microsoft Office Suite including Word, Excel and Outlook
• Basic understanding of Internet principles, terminology and functionality

Call Center Customer Service Center Supervisor Resume Examples & Samples

• Prepares work schedules, assigns work load, provides training and coaching, responds to questions and resolves conflict and personnel issues
• Ensures the customer service center is properly staffed at all times
• Assists in the preparation of performance appraisals
• Ensures the principles and policies of NEXCOM's EEO program are carried out in performing personnel administrative functions
• Ensures good morale and productivity among staff
• Supports the call center manager and assumes the role and responsibility of the call center manager in his absence
• Analyzes processes, improves efficiencies, creates training aids and conducts training. Develops, analyzes and reports customer service center key performance metrics
• Masters the order management and telecommunications systems ensures associates are properly trained and updated as necessary
• Keeps abreast of technology improvements
• Responsible for ensuring customers are serviced in a timely, efficient and professional manner
• Responsible for customer satisfaction. Resolves customer complaints effectively, professionally and in a timely manner
• Communicates effectively and professionally both verbally and in writing with customers, store personnel, distribution center, corporate accounting and vendors

VP, Listener Call Center Support Services Resume Examples & Samples

• Oversee management of key functional support areas in order to support the care and sales operations team’s objectives
• Lead and Manage the team responsible for learning and knowledge (internal and external knowledgebase) which includes curriculum development, Training audit & certification and facilitation as necessary
• Work Force Management including forecasting, scheduling, vendor management and internal Command Center (real time performance management)
• Application Strategy & Support – direct and oversee management of call center tool set to drive continuous improvements in desktop, knowledgebase, chat and e-mail applications. This also includes leadership/guidance in coordination with the Call Center Technology team
• Lead and Manage the Quality team, responsible for development and ongoing management of both our internal quality program and analysis as well as 3rd party quality vendor relationships and voice analytics platform
• Coordinate with Operational heads of Customer Care, Sales and Connected Vehicle to ensure business priorities are being address and alignment on utilization of workforce
• Manage expenses and budget as appropriate
• Learning & Knowledge team of (1) Director, (3) Managers, (8) Curriculum Developers, (3) Trainers and 2 Audit & Certification Specialists
• Work Force Management team of (1) Director and (2) WFM Analysts
• Command Center team of Manager and 6 Command Center Specialists
• (1) Application Strategy & Support Director and (1) Associate manager
• (1) Quality Program Manager and (2) Quality Program Analysts
• Minimum 7 – 10+ years Managing call center operations (outsourced/insourced and on/off shore) with specialization or direct responsibility in 2-3 of the key support areas
• Good public speaking and presentation skills
• Interpersonal skills and ability to interact and work with staff at all levels
• Ability to project a professional image over the phone and in person
• Commitment to “internal client” and customer service principles
• Strong organizational skills and attention to details
• Creative writing ability
• Strong interest in current events and pop culture, as related to assigned channels / programs
• Comfortable working with talent, artists and high profile individuals
• Excellent time management skills, with the ability to prioritize and multi-task, and work under shifting deadlines in a fast paced environment
• Travel as required (30% travel – domestic and international)
• Thorough knowledge of MS-Office Suite (Word, Excel, PowerPoint, Access)

Enterprise Call Center Services Tech Ops Analyst Resume Examples & Samples

• Bachelor of Science degree in a technical field preferred
• A minimum of two (2) years of experience in a production/support or application development environment with functional experience in change management and incident management
• Financial industry experience, credit card or payment systems experience is preferred
• Technical experience supporting mainframe and distributed platforms

Call Center Support Specialist Resume Examples & Samples

• Accurately process, closely verify, and promptly key all transactions submitted by Call Center staff in a timely manner
• Prepare department teller work for storage and scanning
• Ensure that stop payments are mailed promptly and filed according to department standards
• Provide coverage for main switchboard and department Administrative Assistant/Receptionist (lunch, breaks, vacation or as needed)
• Other duties as assigned, including but not limited to: reviewing and faxing Call Center documents/customer forms, printing and mailing DITS, completing Call Center fulfillment, distributing supplies and providing support services to Problem Resolution
• Six or more months previous work experience
• Ability to read and interpret documents (i.e., safety rules, operating instructions, procedure manuals, etc.)
• Ability to complete routine reports and document appropriate files
• Prior keyboard experience
• Ability to alphabetize and sort
• Previous teller or bank operations experience
• 10-key ability

Manager of Call Center Resume Examples & Samples

• Manage and operate the Northstar Call Center and PSS Central Reservations daily operations
• Recruit, hire, train, coach, and maintain a quality core call center staff of up to 8 staff
• Lead by example, be a role model, and administer company policies and guidelines
• Lead Guest Service driven teams in order to provide the Experience of Lifetime for internal and external guest
• Maintain a department that upholds all departmental and company policies and procedures
• Monitor and track the daily phone calls received, dropped calls and Live Chat interactions
• Identify, research and resolve guest issues using tools provided
• Promote a strong sales culture that genuinely upsells products and services
• Own, personalize, and elevate the Call Center and CenRes Department to exceed their department goals
• Manage all Product Sales & Services products by working closely with our Product Management team and tracking software
• Proofread Northstar™ California website for consistent messaging and product and service details
• Collaborate with Marketing Department to consistently promote products and services with correct pricing, dates, and fulfillment requirements
• Manage PSS shared network folder; ensuring most updated forms and operating procedures are active
• Create morning meeting notes for all PSS locations and uploading to Northstar PSS Sharepoint page providing up-to-the-minute information and “one message” for all departments
• Create and implement RPOS training for all PSS locations
• Train PSS staff in the following RPOS modules: Access Products, Class Lesson, Season Pass, Advanced Sales, and Private Lessons
• Exceptional verbal and written communication skill
• College degree (preferred)
• Knowledge of database management software applications
• Experience in Product Sales & Services & Resort -POS (highly preferred)
• High proficiency in Microsoft Office as well as computer literacy
• 2 Years of guest service experience
• 2 Years of previous experience in a role with Management-level oversight
• Ability to effectively present information in one-on-one and small group situations
• Ability to compute rate, ratio, and percent and to draw and interpret graphs
• Ability to work well with others in any condition including internal and external guest
• Able to maintain a positive attitude in all circumstances and guest interactions
• Able to maintain a clean cut and professional appearance at all times
• Able to sit or stand for long periods of time
• Able to lift 15 lbs

Call Center IT Technician Resume Examples & Samples

• Experience Contact Center Technology systems including contact routing and management for multi channel support (Voice, Chat, Email, Social Media and Knowledgebase)
• Ability to anticipate needs for new technology identification and implementation
• Leadership experience to provide guidance to customers, peers and vendors to ensure successful integration of departmental objectives, resources and opportunities while ensuring continued excellence
• Financial acumen to manage departmental budget(s) in order to identify future impact to budget based on key initiatives
• A strong knowledge of collaborative processes for interpretation of strategies into compelling departmental objectives and initiatives in both the short and long term

Senior Call Center Customer Service Manager Resume Examples & Samples

• Revenue optimization, database expansion and other course products
• Bachelor’s degree in business administration, computer science or related field and at least five years customer service leadership experience in a software environment
• High energy and engaging personality with the ability to convey patience, leadership and calm in stressful situations

Senior Personal Banker Customer Call Center Resume Examples & Samples

• Working to in-depth knowledge of all retail bank products and services
• 3-5 years of banking experience or 3-5 years previous experience in a customer contact/sales position or equivalent preferred
• Working to in-depth knowledge of state and federal laws and regulation related to Fair Lending and applicable regulations
• Excellent sales skills
• Ability to influence – asking for the business and closing the sale
• Strong interpersonal and verbal/written communication skills
• Analytical aptitude a must
• Self-starter & assertive
• Strong independent judgment and decision making skills
• Attention to detail is critical

Call Center Site Director Resume Examples & Samples

• Lead the service desk setting strategic direction and governing client service delivery
• Establish a closed loop coaching, development process in tandem with the quality team
• Oversee resolution of requests, incidents, and problems
• Ensure escalation and assignment of tickets unresolved by Level-1 agents are escalated and assigned to appropriate resources for resolution
• Ensure thorough documented root cause of issues and communicate appropriately to internal and external customers
• Provide data and reporting of KPI’s and trends daily, monthly, quarterly or as needed
• Drive Ticket Deep Dive and develop strategies for improvement
• Oversee Solutions repository and ensure top quality solutions are available to the staff
• Advise management on situations that may require additional client support or escalation
• Manage process for communicating outage/emergency activities to the organization
• Partner with Program Management team to manage client relationships as it depends on daily operational needs
• Review survey feedback to improve services, tools and support experience
• Act as subject matter expert in managing client SLAs and KPIs with focus on continuous improvement
• Support the Contact Center evolution including associate growth, strategic change and new product launches
• Lead, inspire and develop a high quality/high productivity team that enables operational excellence that is aligned to the strategic and future needs of the business
• Champion a customer centric culture across the organization
• Focus on increasing performance while maintaining a great associate environment
• Bachelor’s degree in business management or related field required
• Master’s Degree or MBA preferred
• Minimum of ten (10) years progressively responsible experience in Customer Service or Call/Contact Center environment
• Demonstrated ability to motivate, lead, and inspire a large team of people
• Advanced knowledge of modern call center systems and ability to utilize them to their maximum potential
• ITIL Service Management knowledge
• Advanced knowledge of IT operational performance management metrics, reporting, trending, and continuous improvement opportunities
• Demonstrated leader and team player with good interpersonal and employee relationship skills and the ability to motivate others
• Demonstrated ability to work in a matrixes environment

Call Center Resource Management Specialist Resume Examples & Samples

• Using workforce management software, monitor the real-time call activity of all customer-contact personnel. Real time monitoring includes but is not limited to, call center call volume, service level tracking, call handle time, off-phone time, and work schedules
• Work closely and partner with Call Center leadership teams to schedule agent activities within the unproductive times set up by the market level forecasting team
• Work closely and partner with Bridge and Forecasting teams to understand changes to daily, weekly, or monthly plans and/or determine whether further changes to operating plan may be necessary
• Monitor and gather information to track service levels, manage the use of off-phone time to improve center performance
• Monitor compliance to schedule and adjust schedules as necessary
• Prepare daily schedules. Using guidelines and work with Bridge team to make determination on “green time” or whether overtime is necessary to achieve desired results
• Assist in the development of departmental goals and procedures to ensure the overall efficiency of the department. Help design methods for continuous improvement of customer service
• Provide feedback to the appropriate managers and supervisors on performance results and work with the managers and supervisors on performance issues as necessary
• Input in to computer system, required data such as agent information, schedule changes, supervisor and team information, coaching schedules and agent requests for time off
• Inform immediate manager in a clear, concise, and timely manner of any unresolved customer service issues
• May perform other related duties and responsibilities as assigned and/or required
• 2 years Workforce Management experience

Call Center Service Response Manager Resume Examples & Samples

• Understanding of HR practices such as benefits, payroll & time cards is a strong plus
• Assists in reporting/communicating with client and school community
• Develops relationships with customers
• Reviews and approves work requests
• Prepares and communicates estimates of time and materials required to accomplish jobs
• Provides first level assessment of work requests
• Review and manage backlog report to an acceptable level
• Operates and manages a complete computerized database of all work requirements and inputs data, produces reports and schedules
• Coordinates multiple systems and understands the relationship/impact of all systems and must be comfortable navigating those systems
• Coordinates with custodial supervisors and keeps leadership team informed of work plans and status of ongoing work
• Supports system implementation of Customer Service Center, Kronos, TMA, Smartsheet and Aesop systems, and may support additional technology systems as they evolve
• Manages and develops a customer service team of 5-10 representatives to ensure delivery of service outcomes
• Has solid data analysis and office supervisory experience
• Use Aramark resources as often as possible
• Presentation and report out to key stakeholders and clients
• Support other Lines of Business by sharing resources & assist in Cross-Lines of Business functions
• Be educated on other Lines of Business
• Looks for opportunities to expand out of scope reimbursable services
• Position requires Associates Degree in Business Administration or related field
• 2-3 years customer service or call center management experience - preferable in custodial or facilities management
• Strong preference for bilingual capabilities
• Computer Skilled in Excell, Powerpoint, W, Web-Base software understanding
• Strong data analysis and action planning skills
• Ability to manage and coordinate several different functions of the Customer Service Department to achieve a cohesive and cost-efficient operation

Call Center, Personal Banker Resume Examples & Samples

• Respond to queries from front-line branch teams and related to technology and complex processes related to Retail Online Banking
• Follow all BMO policies and procedures during customer calls in order to minimize risk to the business and provide the customer with appropriate information as per established regulations. Perform any required documentation after the call is completed to ensure an accurate processing of any client request
• Protect BMO assets by adhering to all applicable personal banking, commercial banking, investment and lending regulations, policies and procedures, regulatory requirements, process requirements and established risk guidelines
• Understand regulatory and compliance requirements that include, but are not limited to, Anti-Money Laundering and Terrorist Financing reporting requirements, Financial Consumer Agency of Canada (FCAC) or the Consumer Financial Protection Bureau (CFPB) consumer provision requirements and Privacy Act provisions, in accordance with Bank policies and procedures; take appropriate action
• 700 E. Lake Cook Road, Buffalo Grove, IL 60089

Customer Service Call Center Positions Resume Examples & Samples

• Confident and engaging personality
• The ability to speak Spanish language as well as English is desireable
• Ability to multitask - typical tasks involve account research, functions on screen, remaining engaged with customer
• Must have excellent attendance, be punctual and have desire to make a positive contribution to the team
• High School diploma/GED required, some college preferred

Manager Call Center Real Time Ops Resume Examples & Samples

• Manage all real time associated personnel in the Carolinas Market
• Develop a partnership with front line management to maximize call center performance, while fostering an employee friendly, goal oriented culture
• Leverage various teams and resources as necessary to maximize efficiency
• Identify real time strategies through call center 101 KPI analysis for improved efficiencies and performance
• Manage and support forecast execution of outsourced forecasts and in-house capacity to ensure service level targets and occupancy levels are achieved
• Optimize real time execution to support decisions between cost, schedule and quality
• Identifies and champions best practices and process improvement targets and initiatives to further improve operational efficiencies
• Contribute to development of an operating plan and manages people and processes to meet targets
• Develop tools and processes to drive the efficient management and utilization of our human capital that resides within each of the Carolinas Call Centers
• Contribute to projects with outsource vendors to oversee load balancing for optimal performance and financial efficiencies
• Delivers excellent internal and external customer satisfaction through clear, timely, and professional communication of operating results and goals necessary to achieve the desired level of experience and cost containment measures
• Maintain positive, consistent and effective communication with staff, peers and senior management
• Minimum of 50% travel required within Carolinas Market
• May be required to work a flexible schedule that provides needed coverage for time-sensitive projects
• Bachelor's degree in Business, Finance or Accounting preferred; or one to two years related experience and/or training; or equivalent combination of education and experience required
• Three years management or supervisory experience leading a call center operations team required
• Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations required
• Experience in call centers; comprehensive knowledge of workforce management, basic accounting principles, process improvement & internal controls preferred
• Experience with Work Force Management systems and Avaya CMS preferred
• Strong leadership skills required
• Ability to work in a constantly changing work environment
• Ability to effectively communicate and present information to managers, clients, customers, and the general public
• Ability to define problems collects data, establish facts, and draw valid conclusions
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and work with several abstract and concrete variables
• Ability to develop and maintain solid working relationships with individuals across the region to achieve optimal results

Call Center Customer Support Resume Examples & Samples

• Job/Technical Knowledge: Consider the extent to which the team member understands and applies his/her knowledge of the techniques, methods, and skills involved in the job
• Productivity and Quality of Work: Delivers the results expected from the position, accurately and in a timely manner
• The team member is present and ready to perform work duties. Demonstrates reliability in attendance and flexibility in when and how work is performed based on the larger departmental needs and supervisor direction
• Self-motivated and enthusiastic
• Intermediate computer skills
• Must be willing to work flexible hours (between 8:30am-8pm), including weekends, holidays and overnight if needed

Call Center Client Care Specialist Resume Examples & Samples

• Resolve clients' issues/problems via a toll-free number, ensuring resolution in a timely manner while exercising independent judgment and decision making within established guidelines and executing accordingly. Perform necessary research and contact client with resolution if necessary
• Provide support to the Banking Network through resolution of escalated clients' problems. Resolve problems within established timeframe
• Maintain client complaint/issue information in database for tracking purposes for compiling monthly feedback reports
• Maintain current, professional and specialized knowledge of bank products and client problem resolution strategies by attending all training classes applicable to this area of expertise
• Associate's degree or equivalent education and related experience
• Five or more years of client service experience
• Ability to utilize Microsoft applications, including Outlook, Word, Excel, Access and PowerPoint
• Strong telephone etiquette skills
• Sound decision-making skills
• Specialized client service training with proven results

Sales Account Coordinator, Call Center Resume Examples & Samples

• Communicate with customers by phone and email to ensure efficiency and client satisfaction
• Manage day to day activities and maintain client records
• Provide daily, weekly and monthly reports
• Account and contract setup, account reconciliation
• Schedule and proof ads
• Digital fulfillment
• Initiate projects to support the sales team in exceeding customer expectations
• Answer guest questions about resort activities and initiate service and maintenance requests with Keystone Property Manager
• Dispatch Keystone Emergency Services per established procedures, log all dispatches, contact additional agencies/resources as needed
• Receive maintenance requests from guests, owners and employees and dispatch out to appropriate Property Management office and log all calls
• Able to sit for 8 hours - required
• Must be flexible in schedule - required

Facilities Call Center Clerk Local Wage Bracket D Resume Examples & Samples

• 50% 1. Receive calls and e-mails from the general SPE population and the facilities operations studio maintenance trades and enter data into the work management software system (currently Archibus) to create work orders
• 25% 2. Answers calls coming into the studio’s main line and respond/route as needed
• 10% 3. Collect client information and update the facilities/telecom databases with the appropriate work order information. The following is an example of the kind of information required to be collected and forwarded to the proper trade for resolution: Requestors location, department and contact information (e­ mail, telephone); problem description and location; how the request was received (phone, e-mail, fax)
• 5 % 4. Dispatch urgent requests to service groups as needed
• 5% 5. Provide assistance to the Facilities department heads and management including but not limited to the following tasks
• Relocation support – scheduling, documentation, tenant communication
• Database information review, data entry and clean-up
• Building occupancy information verification
• Administrative support and special projects as assigned
• 5 % 6. Book conference rooms using Outlook calendars
• Knowledge of general office and phone procedures
• MS Office - Word, Excel and Outlook
• Aptitude for understanding and quickly learning software
• Working knowledge of, or ability to successfully train on, SharePoint and Archibus Facilities Management System
• Typing, minimum speed of 45 wpm required
• Handle a high volume of calls calmly and with a high level of customer service
• Prioritize calls and workload and to resolve issues in a timely manner
• Interact effectively with all levels of the organization with a professional attitude
• Work independently, with minimal supervision if needed, once an assignment has been given
• Apply deductive reasoning to solve problems, be able to understand the big picture and anticipate outcomes
• Work cohesively in cooperation with the rest of the Call Center staff and with all trades, foremen, facility managers and department heads

Call Center Technology Manager Resume Examples & Samples

• Provide technical leadership to design, build, and deploy fault-tolerant, high-performance, scalable systems, and influence architecture, design, and development across other functional teams
• Collaborate with operations, information security, architecture, application development, and application management teams to define requirements, interfaces, and implementation approaches and solutions
• Instill operational excellence in maintaining, monitoring, and controlling high availability, business critical production systems
• Establish Call Center Technology goals, objectives, and operating procedures
• Design, document, and operationalize systems in support of projects, business continuity, disaster recovery, and evolving security and business operational requirements
• Direct involvement in the execution of enterprise-wide disaster recovery and business continuity plans
• Develop business case justifications and cost/benefit analyses for Call Center technology spend and initiatives and assist in the management with the business
• Coordinate and facilitate consultation with stakeholders to define business and systems requirements for new technology implementations
• Ensure continuous delivery of Call Center services through oversight of service level agreements with end users and monitoring of IT systems performance
• Strong analytic and quantitative capabilities to develop goals/objectives and align them with business and management needs while driving 360 degree customer service
• Motivational skills required to manage and drive results in fast-paced environments meeting internal and external customer service expectations (service levels and KPI’s)
• Ability to learn, understand and leverage technology and resources for greater efficiencies
• Excellent verbal and written communication skills; effective with investors, clients, staff, customers and public
• Experienced manager of multiple business units, teams and projects with aggressive deadlines
• Specific experience with auto dialers, IVRs, predictive dialers, recording systems, routing, call center type applications, automated payments options , voice recognition, others
• Strong decision-making skills and the ability to know when to lead, coach, mentor, and delegate
• Strong strategic planning, analytical, and conceptual skills
• Strong budget management
• Competency and flexibility in understanding diverse and complex business and technical challenges, and develop efficient and effective solutions
• Excellent problem solving skills with the ability to breakdown an issue and methodically troubleshoot the problem
• Ability to translate complex technical information in to business speak
• Ability to collaborate, influence, and build relationships with other senior IT and business leaders
• Effective budget management and the ability to allocate resources effectively for maximum performance
• Bachelor’s degree in Computer Science or related field or equivalent experience
• 10+ years of directly related work experience required. Additional years of experience can be substituted for degree
• 5+ years of leadership experience managing multiple cross-functional teams and projects and influencing senior level management and key stakeholders
• Expertise in the design, development, implementation, and maintenance of enterprise call center type solutions
• Would prefer financial services experience: Experienced learning, complying, reporting and driving success within highly regulated lines of business (PCI Compliance, FDCPA, RESPA, FCRA, SCRA, HAMP, HAFA, etc.)

Call Center, Junior Mortgage Consultant Resume Examples & Samples

• Paid training program
• Opportunities for career advancement
• Engages with consumers, determines their needs and offers the appropriate product
• Meets monthly production goals
• Stays informed of developing trends in the mortgage industry
• 4-year college degree
• Persuasive, selling communication skills
• Effective in a fast-paced environment
• Careful decision-making skill with ability to avoid mistakes
• Possess basic computer skills

Call Center Auditor Resume Examples & Samples

• In this position you will audit the work performed by Call Center Representative by reviewing recorded calls and monitoring live calls real time, assessing customer interactions to ensure inbound and outbound calls meet established Service Levels
• Auditing includes monitoring and reporting for individual employee adherence to company and client quality goals, business rules and regulations, and ensuring that Customer Service Representatives follow established call handling protocols, have documented calls correctly, and have escalated calls appropriately as required
• This role has a direct client-facing component via participating in, and eventually leading, call calibration sessions with Loan Protector client contacts
• The Call Center Auditor updates the tracking database with audit results, providing reports to Quality and Operations leadership (leads, supervisors, managers), and provides feedback to individual Customer Service Representatives in support our organizational goal of ensuring continual improvement in Operations efficiency and effectiveness
• The Call Center Auditor may provide additional clarification, feedback, and coaching to processors 1x1 as appropriate
• Includes working with Quality Leadership to continually refine Quality Assurance guidelines and recommend changes to auditing processes in response to changing business needs and further fostering the customer experience
• As called upon will assist with training new Call Center Customer Service Representatives
• High performing individual with experience working in a Call Center environment
• An aptitude to reconcile the impact of multiple variables, distilling them down and to determine if the correct action was taken by the Customer Service Representative to solve the caller’s problem – with the goal of a one call resolution
• The ability to work independently while still being part of a team. A self-starter with superior follow-through
• Ability to establish and maintain positive and effective work relationships
• College degree or equivalent work experience. Experience working as a Loan Protector Call Center Customer Service Rep a plus
• Proficient knowledge of Microsoft office including Excel, Word, and Outlook. Expanded knowledge of Excel a plus

Call Center Personal Banker Resume Examples & Samples

• 80% Sales and Service
• Meet or exceed current sales revenue goals by cross-selling bank products and services to retail, mortgage and small business customers that satisfy the financial needs and goals of the customer; refer qualified customer leads to BMO Investor Line, Mortgage, Business Banking and Wealth groups
• Proactively address and resolve any customer issue or concern presented in an incoming call. This may include investigating in BMO systems to understand the underlying root cause and escalate as required to resolve the customer concern including additional follow up with customer as needed. Escalate complex or unresolved escalated customer situations to the Assistant Manager/Manager as required
• Use applicable technology and tools to facilitate an effective conversation with the customer and drive appropriate customer experience, financial performance and financial results
• Integrate marketing promotions and programs into the customer conversation where appropriate to demonstrate added value to the customer, completing any necessary administration, as appropriate
• Follow security and safeguarding procedures in accordance with Bank P&P for the prevention of loss due to fraud, money laundering or defalcation; identify and report suspicious and other reportable transactions or patterns of activity that are suspected to be related to money laundering
• 2-3 years work experience in customer service environment
• Effective organizational and time management skills

Call Center Project Manager Resume Examples & Samples

• Experience tracking projects and delivering reports using Microsoft Project
• Minimum of 5 years managing projects
• Experience leading projects where multiple parties are involved (both internal/external) and seeing these projects through to completion
• Must possess a PMP certification
• Preferably possess a COPC Coordinator certification

Manager, Otisline Call Center Resume Examples & Samples

• Support of emerging technologies
• The design, development, and implementation of a new call center infrastructure, including supporting systems and the migration of the department from a call center to a customer care center
• Expanding the responsibilities of CSR’s to include more sales related functions supporting local branch operations
• Support of additional customer experience initiatives

Call Center QC Supervisor Resume Examples & Samples

• Implements and maintains quality standards that provide our teams with best practice guidelines required to serve our clients and customers
• Conducts quality reviews of team member interactions across all inbound and outbound channels on a regular basis as mandated by Group standards
• Manages and maintains quality tools and methodologies
• Ensures that all Centre Standards are tracked, documented and maintained
• Drives the Operational review and documentation of compliance risks relevant to
• Participates in quality assurance and user acceptance testing for software enhancement projects
• Leads the development of case studies for use in client presentations, RFPs, or showcase opportunities
• Communicates with global team as needed to share best practices and knowledge

Mortgage Banking Call Center Resume Examples & Samples

• Oversees and is responsible for leading, planning, organizing & directing a team of 8 to 12 Bankruptcy Operations Specialists
• Provides guidance and develops skills through a combination of day-to-day management, delegation, one-to-one coaching, counseling, and performance management
• Ensures consistent adherence to Bankruptcy procedures and policies including but not limited to debt/income analysis, review of income documentation and calculations, Fair Lending practices, Reg A B and other regulatory requirements
• Recommends staffing levels and personnel actions such as hiring, firing, terminations, promotions, transfers, disciplinary activities, salary actions, and staff training. Monitors staffing levels to ensure that performance standards are met. Trains new team members and ensures timely completion of technical and other training
• Ensures compliance with Chase, LOB, and Department, investor and regulatory rules and department service level agreements (SLAs) on a daily and monthly basis through account monitoring reports as well as escalations for the team. Coaches to ensure that production and quality standards are understood and achieved
• Monitors BK Operations Specialists communication and teamwork with internal/external partners to ensure timely hand-off of next process steps
• Responsible for compiling and analyzing statistical data relative to unit productivity, provide feedback to staff, provide coaching and answer questions relative to bankruptcy activities
• One to three years of combined mortgage experience including loss mitigation, loan modification, underwriting, bankruptcy, foreclosure, etc. strongly preferred
• One or more years experience managing in a high productive operations center preferred
• One or more years of experience in an asset recovery function (i.e. bankruptcy/foreclosure) strongly preferred
• Flexible and adaptable; possess excellent change management skills
• Develops departmental budget and controls costs
• Meets individually with staff members to review performance
• Handles supervisor calls as needed
• Strong Coaching Skill required
• MS Outlook experience required
• MS Office experience required
• Obtain the ability to solve problems and Multi-Task
• Perform lead engineer duties for the design and implementation of cloud based contact center solution
• Work closely Unified Communications engineering lead to assist with the implementation of global unified communications solutions and services
• Provide global telecommunications engineering consultation and leadership
• Perform Level 3 & Level 4 operational support for contact center, telephony and unified communications solutions
• Lead development, testing and QA functions to ensure that projects are securely delivered and fulfill expectations
• Ensure all changes go through appropriate review, change control, and acceptance before implementation
• Build and maintain relationships with global and virtual teams and third parties on communications development and support
• Utilize excellent oral and written communications skills, including the ability to effectively communicate at all required levels necessary to perform duties including executives and senior management, engineering and operational peers, and internal customers from the business community
• Global VoIP and Contact Center platforms
• Public and private cloud communication architectures
• IP networking, LAN/WAN switching and QoS
• Telephony dial plan design and call routing/control protocols
• In depth VoIP troubleshooting including log analysis, tracing and packet captures
• Batch or script file creation for large migrations
• ACME/Oracle Session Border Controllers
• Cisco Unified Communications Manager, Cisco Unity and Cisco Session Manager
• Microsoft Lync and Enterprise Voice experience is a plus
• Serve as Level 4 escalation support as directed by management, which can include nights and/or weekends
• Conduct business case analysis and manage project budgets
• Work with the various global groups within the company to design and implement solutions
• Prepare project status reports by collecting, analyzing, and summarizing information and trends; recommending actions

Call Center Escalations Specalist Resume Examples & Samples

• Resolve high priority escalations from internal teams in a timely manner
• Resolve executive level requests in a timely and professional manner
• Supports multiple requests simultaneously while meeting deadlines
• Research to resolve customer issues and ensure timely resolution
• Develop and maintain knowledge of current functions of the Contact Center including, processes and procedures
• Process shipments, returns, and gift cards
• Review and approve pending order adjustments
• Contact Customers for discrepancies related to inventory, pricing, etc
• Resolve and follow through with Australia Post, Canada Post, OnTrac, UPS, and USPS claims and other logistics inquiries
• Preferred1 year experience in a call center environment
• Proven ability to diffuse situations, utilize effective customer service skills, and bring the customer issue to closure while maintaining the highest level of service
• Ability to effectively communicate with multiple levels of management within the organization
• Basic MS Office (Excel, Word, PowerPoint) skills
• Basic knowledge of CRM, Incident ticket, and phone systems
• Strong organizational and time management skills; must be able to manage priorities and workflow
• Must be able to maintain a very high level of confidentiality and professionalism in working with both new and existing staff
• Must have a passion to serve customers and agents, to thrive in a high-intensity and high-volume environment, and to achieve the highest possible level of customer experience and satisfaction
• Excellent written and oral communication skills; strong organizational, problem-solving skills
• Use of good judgment that aligns with department’s vision and goals
• Must be approachable, friendly, and easy to work with

Inbound Call Center Resume Examples & Samples

• Successfully complete and implement all learning from all training programs, which includes achieving a passing score on all quizzes and tests related to training, monitoring of information retention
• Ensure that management receives timely and complete reports of any systems or product problems that impact the ability to provide accurate and timely information to customers
• Correctly and legibly complete all forms, E-mails and paper, required to complete customer inquiries

Call Center Finance Specialist Limited Term Resume Examples & Samples

• Must be able to work limited-term (see Additional Details for more info)
• Background in banking
• Degree in Accounting or related field

Analyst, Call Center Metrics Resume Examples & Samples

• Analyze Call Center Metrics specifically with Call Volume, AHT, Shrinkage, Occupancy, Staffing and Service Levels on an intra-day, daily, weekly, monthly and quarterly basis
• Analyze real-time Staffing and Service Level impacts on an intra-day, daily, weekly, monthly and quarterly basis
• Analyze real-time Service Levels and staffing indicators
• Identify changes in real-time Service Levels with the ability to offer solutions and/or help explain deviations
• Conducts various statistical and financial reports, as assigned. Gathers analysis and creates reports
• Assists in budgeting, forecasting, variance analyses and related reports, as assigned
• Conducts financial research, analyzes financial performance against objectives, and determines emerging financial trends
• Maintains statistical/financial databases
• Performs additional Business Operations duties and tasks as required
• 1 year of WFM experience or the equivalent
• Demonstrates effective relationship building, problem solving, negotiating, goal setting and Call Center/Service Level analytics
• Demonstrates ability to understand WFM/operational issues
• Computer literate; highly proficient in Microsoft Office software
• 3-5 years of WFM analytical experience or the equivalent
• Knowledge of databases including MS Access, Oracle and SQL
• Ability to write queries in MS Access, Oracle and SQL
• Ability to create forecasts and staffing models
• Experience in budget forecasting, trend forecasting and/or variance analysis
• Understanding of CMS and eWFM or the equivalent
• Knowledge of Comcast products and services
• Highly proficient in Microsoft excel
• Proficient in Microsoft Visual Studio
• 80% Service
• Provide exceptional service to BMO customers or prospects by handling inquiries (via telephone email and chat) to the NACCC in an informed, professional and efficient manner
• Maintain current knowledge of the banking & cards industries, practices and trends and integrate into client conversations in a professional manner

Call Center Priority Hiring Event March Resume Examples & Samples

• 6 months – 1 year direct customer service or sales experience
• Able to navigate multiple computer programs, actively listen, converse with customers while typing and updating account information
• Can work in a collaborative fast paced environment with 12-15 other teammates

Call Center Risk Manager Resume Examples & Samples

• Manage inbound and outbound call strategies and performance
• Indirectly manage vendors/cross organization parties responsible for automated dialer strategies and VRU platforms
• Responsible for associates that decision complex risk transactions with medium to large monetary impact and customer impact
• Make sure call center teammates utilize best in class fraud management procedures to identify possible fraudulent situations when interacting with customers (minimize potential losses). Constantly gather and analyze pertinent data to enhance the appropriate course of action. Provide feedback to the Product Risk team in regards to potential procedure changes. Attend conference calls and meetings with Financial Institutions (clients) to address their needs
• Flexibility to keep pace with the ever changing world of Fraud
• Identify fraud trends and develop continuous process improvement within the call center (procedure changes, training and monitoring)
• Responsible for fraud analyst development
• Promote employee Engagement
• Delivery of service level, coaching, budget (overtime, handle time, etc.) and other key metrics
• Partner with workforce planning teams to deliver around-the-clock support
• Partner across teams and departments for process improvement
• Goal setting with peers
• Coach for consistent improvement
• Compliance to Key Control other policies
• Demonstrate and model Visa behaviors
• Bachelors degree or equivalent experience (typically requires a minimum of 5-7 years experience in Financial services industry and/or Customer Service environment
• 5+ years of fraud or risk management experience with traditional payment methods required
• Responsible for meeting all performance targets while mitigating fraud losses
• Experience with Falcon Fraud Manager platform is a plus
• Minimum of 3 years of Leadership experience
• Proven analytical skills with the ability to process large amounts of information in a short amount of time and articulate a workable solution to our clients
• Established engagement strategies leading to improved performance and employee retention
• Proven ability to coach individuals
• Ability to develop, support, and retain a high-performing team
• Aptitude to work with group or independently to achieve individual, team and company goals

Call Center Service Delivery Manager Resume Examples & Samples

• Must have BPO experience
• Must have at least 2 years of Call Center leadership experience, managing at least 250 agents and multiple
• Must have experience managing a full P&L including having to report regularly about financial progress
• Act as prime contact for BMO Partners such as Fraud and Corporate Investigations supporting actions required resulting from privacy breaches and online risk situations
• Process customer requests, following established processes including generating service requests in order to complete financial and non-financial transactions, accurately, within specified time frames and in accordance with Bank policies and procedures
• Maintain current knowledge of the banking & cards industries, practises and trends and integrate into client conversations in a professional manner
• Identify process improvement opportunities to increase efficiency and effectiveness of team and still maintain an exceptional level of service to the customer. Make recommendations to the Assistant Manager/Manager
• Understand risks and take appropriate actions as they relate to personal banking and cards products, including all documentation, and any other requirements to maintain operational integrity within BMO Direct Banking and BMO Financial Group
• High School Diploma some college preferred
• Must have a High School diploma; Academic degree, certification, or trade school experience in a relevant subject matter (e.g. Customer Service, Communications, Business Management) is preferred, but not required
• Must have at least 1 year of customer service call center experience
• Must be able to process escalated customer inquiries by telephone, email, and live chat
• Must possess strong oral and written communication (both English and Spanish) and listening skills in order to effectively communicate with customers and all levels of employees in the organization, as well as managing confrontational and escalated customer complaints in a controlled and courteous manner
• Must have general computer knowledge and the ability to type at least 35 words per minute with minimum 92% accuracy
• Must demonstrate the ability to assess situations and provide quick and educated decisions to rectify customer complaints and conflict
• Must be able to work a flexible schedule to meet the needs of the business during peak seasons and special events
• Bilingual Spanish and English preferred
• Call center or relevant experience
• Ability to work on Saturdays approximately once a month
• Work experience in a Finance or Pharmacy setting
• Sell print and digital business offerings, via phone, to small and mid-size local businesses and be able to articulate the value of these products to customers and potential customers
• Grow revenue by increasing client spend, reactivating past customers, and acquiring new business
• Maintain a robust pipeline of business
• Design and implement new ideas to streamline the prospecting process and generate greater revenue

Team Lead-call Center Resume Examples & Samples

• Apply technical expertise in solving complex problems relating to the customer setup
• Monitor and recommend improvements to increase team productivity by providing expert advice and assistance to other associates, as needed
• Monitor and update associate and productivity metrics information for leadership
• Act as representative during conference meetings with other departments and markets
• Identify training needs for team members
• Proficiency in all Microsoft Office Programs including Word, PowerPoint, Excel, Access, etc
• 2 year experience with coordinating and leading projects and tasks
• 2 year demonstrated capability with coaching and developing associates formally and informally

Customer Experience Intern, Call Center Resume Examples & Samples

• Communicate with stakeholders of our Customer Support and Membership organization on Contact Center initiatives
• Manage customer satisfaction survey feedback and necessary outreach
• Listen to customer service calls in all lines of business and host call listening sessions with key stakeholders to identify key areas of improvement
• Research and analysis of existing contact center data, related to customer satisfaction and telephony data, for phone and chat lines of business, utilizing Salesforce reporting and Excel
• Prepare presentation materials for meetings when needed
• Present information internally to Customer Experience Director and Call Center Managers of our Contact Center Operations team on a weekly basis
• Currently in college
• Experience interacting with customers and creating a great customer experience
• Experience with Excel preferred - Will work with formulas, pivot tables, etc
• Ability to work with multiple stakeholders
• Highly organized and exceptional attention to detail

Call Center Priority Hiring Event April Resume Examples & Samples

• Must be 18 years of age or older
• Have a High School Diploma/GED
• Fluent in Spanish and English if applying for the Bilingual Spanish position
• Able to interact with all types of customers and provide the best resolutions
• Commute to Eden Prairie, MN
• Must be able to work a flexible work schedule and overtime based on business needs

Sales Rep Inbound Call Center Resume Examples & Samples

• Full Time Openings - Van Nuys
• UNLIMITEDGrowth Potential
• UNCAPPEDCommission + Base Pay + Bonuses
• Generous Benefits Package
• Paid Training
• Ideal candidate:Sales experience, highly desired. Preferably in a sales environment that required meeting sales goals

Call Center Workforce Mgmt Business Analyst Resume Examples & Samples

• Strong workforce management experience is STRONGLY PREFERRED
• Experience with workforce management tools like IEX, eWFM, Invision, & Verint (IEX Preferred)
• Experience with managing and/or interacting multiple teams at multiple locations
• Exceptional knowledge of MS Office products and familiarity with database concepts
• Proven communication skills: verbal, written, and interpersonal

Administrator, Call Center Operations Resume Examples & Samples

• Maintains and improves call center operations by monitoring system performance, identifying and resolving problems, and providing call and agent audits/analysis
• Assists in managing a blended call environment; including, but not limited to, creating and loading campaign lists, predictive dialer administration for outbound, managing system performance, user set-ups, creating IVR’s, and monitoring adherence to pre-set call center parameters
• As directed, works in conjunction with the department leadership and IT to limit dialer down time; perform system restarts and testing following an outage, planned or not, system upgrade or any other dialer affiliated system need
• Supports monthly and daily workforce and contact center forecasting
• Monitors CRM and contact center volumes to ensure efficient distribution based on staff availability
• Produces optimal schedules for staff to meet service level expectation in coordination with forecasted volumes
• Assists with configuring call center systems by developing customer interaction and voice response systems, designing user interfaces, developing and executing user acceptance test plans; planning and controlling implementations
• May assist with new employee on boarding activities
• Demonstrates basic knowledge of network systems and processes
• Willingness to participate in additional computer/software training as necessary, including Five9 and other certifications
• Demonstrated success in call center administration; system configuration a plus
• Working knowledge of workforce management systems and contact center environments
• Proficient in Microsoft Office Suite; SQL a plus
• Outstanding data analysis skills
• Knowledge Five9 preferred
• Positive, highly motivated self-starter with the ability to manage multiple projects and meet deadlines
• Detail oriented with the ability to work independently
• Minimum 2 years experience in call center or customer service role
• Typing 50 WPM
• Able to provide friendly and efficient customer service for a variety of callers

Senior Analyst Workforce Planning Call Center Resume Examples & Samples

• Proactively strive to provide recommendations and strategies to reduce and mitigate customer abandonment rates through long term planning
• Lead the CCC's long term budget forecasting both efficiently and effectively
• Promote operational effectiveness and positive customer experience through effective negotiation/communications with various business lines. This will often involve managing conflicting priorities
• Collaborate with CCC Projects to determine the impact of proposed initiatives to CCC strategy. Identify and recommend implementation solutions
• Expert knowledge of contact center forecasting practices and industry standard Key Performance Indicators
• Advanced knowledge of Excel, including macros and creating advanced formulas
• Experience with Verint, other Workforce Management forecasting and Strategic Planner tools is considered an asset
• Strong technical aptitude and experience working with relevant reporting software and tools
• Strong supervisory, organizational and project management skills with a proven ability to redesign and implement new procedures, processes and strategies

Call Center Technician Support Representative Resume Examples & Samples

• Commitment to paid training period - 3 weeks, Monday - Friday, 8 am to 4:30 pm
• Hours of operation: Sun. – Sat. 5am to 9pm, including holidays. Availability to work all shifts, including nights and weekends
• Overtime may also be required based on the needs of the business
• At least 2 years of customer service and/or sales experience, 1+ year of Dispatch experience preferred
• Confident decision-maker, task prioritization and efficient time management practices
• Persuasive and friendly customer communication with the goal of maintaining upgrades and confidently resolving customer issues

Senior Manager Workforce Optimization Call Center Resume Examples & Samples

• Manages CCC workforce operations by
• Identify and communicate trends, risks and opportunities that impact the operational and/or financial plan Identify opportunities and action plans to maximize productivity and mitigate risk, while protecting the employee and customer experience
• Provide leadership support and tactical execution of the strategic priorities, process improvements and disciplines to achieve best in class workforce capabilities
• Producing and using customer & performance data / intelligence to present and gain commitment on change initiatives that will elevate customer experience and sales results. Source of data / intelligence will come from multiple sources and applications (i.e. Speech Analytics)
• Reporting/Metrics
• Oversee production of 1000+ reports annually and provides business requirements to partners to evolve MIS; this will result in automated reporting and score card development, as well as ensure timely dissemination of critical business intelligence
• Create business decision able reporting, highlighting trends and issues seen in the attrition, retention stats and recommendations/strategies being implemented to reduce overall attrition results
• Effectively leverages resources to monitor call-type patterns and isolate developing trends, identifying opportunities for procedural changes within WFM as well as cross-functionally with other departments, to increase productivity
• Ensure up to date on current best practices regarding resource planning and workforce strategies for implementation in the CCC sites
• Use Speech Analytics and voice of the customer intelligence to understand call driver trends. Drive process improvement initiatives focus on call deflection and increase first call resolution
• Project management/Strategic support for change initiatives
• Develops proposals and recommendations for Senior Leaders and Executives that identify and profile high impact strategies, opportunities and action plans to maximize productivity and efficiencies
• Liaises with other departments on projects as assigned and/or workflow processes that exist between groups, to ensure WFO Coordination is represented and to maintain procedural flow that functions homogeneously for all groups
• Coaches and develops WFO Team for continuous skill refinement through various mediums including knowledge evaluations, process reviews, best practice mentoring, etc., isolating WFO Team improvement needs and administering the appropriate training and/or improvement actions to yield the intended performance result(s)
• Exceptional analytical skills
• Undergraduate degree in business or mathmatics
• 5+ years in a contact centre industry with extensive experience working with workforce management tools, databases and performing analysis
• Demonstrated strong leadership capability, including the ability to manage remote teams
• Strong technical aptitude and experience working with reporting software, tools and database creation
• Strong understanding of forecasting and scheduling tasks of Workforce Management
• Exceptional interpersonal and communication skills, both written and oral, with demonstrated expertise in interacting effectively with all levels of management
• Project management skills with a proven ability to redesign and implement new procedures, processes and strategies
• Exposure to strategic planning and the ability to develop forward thinking plans to improve performance
• Impact and influence to develop and maintain highly effective partnering relationships with key stakeholders and to achieve cross enterprise cooperation
• Proven track record of organizational change management solutions
• Project execution – ability to manage people and time line
• 10+ Years of Advanced Telecommunications experience
• Must possess and be able to demonstrate a very strong understanding of Avaya Core PBX Software Administration, including at a minimum
• Must Be Able To Open, Represent, Implement and Close Change Records in accordance with the JPMC ECM system
• Must be able to produce or update JPMC Turnover Documents and Represent on JPMC Change Control Call as we as JPMC Turnover Call
• Must be able to implement updates to the JPMC Wire Database
• In addition the above requirements; any of the following skills would be a plus

Senior Manager, Call Center Operations Resume Examples & Samples

• Provide front line direction to Customer Service Managers and Representatives both internal and external, ensuring quality service is provided in each interaction
• Maintain daily point of contact with all support vendors
• Consolidates and provides daily, weekly, monthly and yearly performance reports to the Sr. Director of Customer Service
• Promotes professional and personal development of individual team members by administering performance evaluations, training needs, progressive disciplinary actions, and career opportunity program
• FAQ template creation and maintenance
• Experience in a fast-paced, high-tech industry and Internet knowledge required
• Bachelor’s Degree in any related area required
• 5-7 years of customer interface experience
• Strong leadership, analytical, problem solving, and decision making skills
• Strong passion for the Internet and Entertainment
• Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
• Entrepreneurial spirit, high energy, integrity
• Ability to create, develop, and implement project plans in a fast-paced environment
• Effectively prioritize day to day tasks
• Strong understanding of Microsoft Office Suite including PowerPoint, Excel, and Word
• Must maintain regular and acceptable attendance at such level as is determined at Fandango’s sole discretion
• Must be available and willing to work Weekends and extended hours as needed
• Hands-on Oracle CRM experience

Call Center Banker Resume Examples & Samples

• Provide exceptional sales and service to BMO customers or prospects by handling inquiries (via telephone email and chat) to the NACCC in an informed, professional and efficient manner
• Work collaboratively with all lines of business to improve the customer experience; inspire trust and motivate others, embrace opportunities for learning, partner with colleagues and share knowledge while embracing BMO Customer Promise
• Probe to understand client needs and provide advice related to personal banking strategies that meet the client’s objectives and manage all transactional outcomes of the call in a professional and accurate manner (e.g., complete any relevant administration requirements)
• Identify opportunities to make qualified referrals both internal and external to the NACCC
• 20% Operational Effectiveness
• Maintain the confidentiality of both customer and Bank information to protect the customer and the Bank and to ensure compliance with Bank policies and procedures
• Solid interpersonal and written and verbal communication skills

Guest Services Lead-keystone Call Center Resume Examples & Samples

• Assist Guest Services Manager train new and existing staff
• High school diploma or equivalent - required
• Previous experience in guest service - required
• Microsoft office proficiency - required
• Flexible schedule - required
• Read, write, speak, comprehend, and understand English - required
• College degree - preferred
• Previous supervisory experience - preferred

Call Center Quality Service Manager Resume Examples & Samples

• The Quality Services team has responsibility for all aspects of Contact Centre quality monitoring strategy, design of the coaching model, benchmarking, consistency and quality checking of coaching. The role holder will have direct control over the quality and consistency of call coaching delivered in the Contact Centres within the usual authority limits (as appropriate) and may be required to work independently or part of a team. The role holder must have an expert level understanding of call quality and coaching methodologies, requirements and tools. The role holder must ensure the procedures/processes used to deliver the quality and call coaching model are in accordance with Group standards. The role holder may be required to manage multiple responsibilities involving interaction with several business areas, will have a higher degree of responsibilities across multiple countries with larger spans of control and complexity. The role holder will not be subject to close supervision so will be expected to exercise initiative in proactively overcoming obstacles to success. They will be expected to adopt a flexible approach in terms of working hours, location and travel
• Minimum of seven years proven and progressive contact centre sales support experience or equivalent
• Bachelor’s degree in business, related field or equivalent experience
• Strong planning, prioritization, communications, interpersonal, negotiations, decision-making, organizational, judgmental and problem-solving skills
• Ability to work well on a team as well as manage, motivate and lead people employing appropriate management styles
• Ability to coordinate a wide variety of solutions, bringing a breadth of experience to the business and seeing the wider implications at all stages
• Experience of managing resources and delivering change using appropriate systems, tools, communication, delegation and planning skills
• Excellent understanding of call centre sales dynamics, e.g. procedures, processes and systems used, products sold, reward structures, agent skills and training, regulatory requirements, etc
• Proven ability to use pertinent spreadsheet and presentation software
• Experience in a sales environment requiring weekly/monthly sales goals, highly desired
• Previous cable industry and/or call center experience, is a plus but NOT required
• Experience using a computerized system as a central part of the job, required
• Typing speed of 35 WPM, required
• Requires adherence to Time Warner Standards of Business Conduct. Position must assist in maintaining the confidentiality of customer and business data at all times

Call Center System Specialist Resume Examples & Samples

• Provide remote on-line technical support services, troubleshooting, and diagnostics on Automated Logic WebCTRL end user customers
• Commissioning based on defined system checkout process
• Provide remote troubleshooting and diagnostic support and investigate indicated points of trouble
• Analyze full operation of system and tests systems and components
• Diagnose problem areas; determine corrective action and repair system remotely, when possible
• Where authorized, complete software and database corrections, and adjustment calibration on automation systems and components
• Respond to remote system alarms per designated customer action plans and takes corrective action where required
• Perform remote preventative maintenance and diagnostics tasks on Automated Logic’s WebCTRL automation system and components according to project or service agreement requirements
• Respond to service calls (emergency and on-line) coming into the TSC. Log all incoming support requests into the company business systems in a timely and professional manner, and thoroughly document transactions
• Dispatch field service technicians and escalate more complex support requests to on-call service specialists, supervisors, and/or field support engineers
• Adhere to call center policies and procedures
• Provide customer training, operator, and specialist coaching, and any communications requested by the customer including: automation system graphics changes, system status and performance reports, etc
• Effectively utilizes all applications, tools, and databases used to process transparent end-to-end client support
• Knowledge of systems related to Cash Management and Liabilities (Citismart, SI, WCM, Pep+, BABO, Citidirect, Citichecking, etc.)
• Ability to provide remote servicing in a Continuity of Business (COB) environment with no supervision

Director, Call Center Resume Examples & Samples

• Provides direction to ensure accuracy of forecasted internal and outsourced call volume for the regional call centers
• Provides guidance on call routing and scheduling to ensure required coverage
• Provides financial modeling and analysis with interdepartmental leaders to forecast monthly financials
• Hires, coaches, and evaluates CAE employees and leadership based on performance standards

Call Center Operations Assistant Resume Examples & Samples

• Loan Set-Up within Loan Origination system
• Document Imaging set up and maintenance for customer documents
• Change Loan Related Fees in Loan Origination System for Managers
• Automated Underwriting Troubleshooting
• Loan Origination System Troubleshooting
• Follow up on 3rd Party Required Documents
• Follow up on Branch Manager Requests on open files
• Send out daily reports to managers
• Maintain Loan Pipeline Updates on Pipeline Board
• Assist in clearance of open items for approved loans to aid in timely closings
• Review loan processing requirements and complete submission checklist to ensure loans meet company standards
• No Mortgage industry experience required
• 4 year college degree required
• Proven leadership abilities
• Excellent oral, written, listening, and organizational skills

Manager Call Center Resume Examples & Samples

• Oversees the day-to-day operations of the customer support center operations
• Manages customer support staff to ensure service level agreements for products and services are met. Schedules staff to adequately handle call volume on any point in time. Monitors progress and number of telephone calls made. Manages personnel activities of staff (i.e., hires, trains, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.)
• Nine or more years of customer service or other telephone operations experience
• Five or more years of supervisory experience included
• Experience working with the company's products and systems
• Experience working with all customer support areas
• Strong business and analytical problem solving skills
• Strong ability to multi-task and work independently

Manager Call Center Operations Support Resume Examples & Samples

• 3 years of management or supervisory experience required, preferably in call center environment
• Bachelor's Degree preferred
• Preferred experience leading contact center workforce management, technology and/or reporting teams
• Preferred knowledge of call center operations, processes and procedures, including an understanding of service objectives and contact center analytics
• Demonstrated presentation skills and experience creating graphic and visual representations of data
• Understanding of the Retirement industry, products and services
• Strong leadership skills, with the ability to coach and mentor others
• Ability to effectively manage multiple priorities and deliverables
• Demonstrated innovation and strategic thinking skills
• Customer service focus, including an emphasis on customer satisfaction

Supervisor, Quality Call Center Resume Examples & Samples

• Accountable for building positive proactive relationships with internal and external customers
• Direct daily activity of team to complete assigned functions
• In the absence of the Asst. Mgr., resolve escalated issues that would normally be handled by the Asst. Mgr
• In collaboration with the Asst. Mgr., set team goals, objectives, and priorities in alignment with departmental goals
• Continuously searching for ways to improve effectiveness, efficiency, and “value added” for both internal and external customers
• Evaluates overall performance of team as well as individuals. Coaches and counsels team members both individually and together toward improved performance
• Participates in interview and selection of new employees
• Oversees training and development of new employees

Administrator, Call Center Applications Resume Examples & Samples

• Responsible for reviewing internal customer satisfaction measurements through specialized reports and implement changes as needs are identified
• Review reports (such as Keyword Searches – from external websites) and make adjustments to design to ensure efficiency
• Create and monitor workflow and escalation rules to automate timely resolution and follow-up of outstanding issues within Oracle Right Now Application for Agent Desktop usage
• Manage security and access to the RightNow application
• Manage other system configuration including: service level agreements, custom fields, reports, surveys, etc
• Perform the actual configuration of the Oracle RightNow platform, including creation and maintenance of workflow and escalation rules
• Configure tracking reports to keep answers updated and identify where new and relevant answers are needed
• Monitor site performance with is specific to Oracle Right Now Application
• Manage staff changes in administrative console by keeping tables current
• Provide reports to benefit all departments
• Ensure service expectations are met
• Daily follow-up with staff on open incidences with Vendor
• Provide technical assistance to internal staff members as needed
• Keep apprised of future enhancements, their benefits, and how they will affect current configuration
• Track ROI to compare call volume expense to new projects and enhancement to support expense
• Utilize additional interfaces as business needs dictate
• Serve as liaison between SiriusXM and Oracle for any support/upgrade issues, networking with internal business users and third party vendors, providing feedback for enhancements
• Develop and administer desktop implementation plan for any new features that become available
• Set up Smart Assistance responses to questions that require no manual intervention for internal support, such as Virtual Guided Assistance or Self Service
• Work with business teams (Program Management team and Training) for directing the release of the new desktop upgrade features to members and/or internal staff
• Attend Oracle CX User Conference and participate in various training opportunities to learn best practices
• Lead overnight releases of new features and functionalities
• Light travel required
• There are no supervisory responsibilities associated with this job
• Bachelors degreeand/or equivalent combination of education and experience preferred
• Knowledge of CRM systems – i.e., Pega, Siebel, Oracle BRM, SAP or Peoplesoft
• 7-10 years of Oracle/Right Now experience
• 5 - 7 years of Call Center operations
• Ability to work independently and in a team environment
• Ability to project professionalism over the phone and in person
• Willingness to take initiative and to follow through on projects
• Spelling, grammar, proofreading and editing skills
• Excellent time management skills, with the ability to prioritize and multi-task, and work under shifting deadlines in a fast-paced environment
• 7 + yrs. experience - Oracle CX Platform
• 7 + yrs. experience - OPA ( Oracle Policy Automation)
• 5 + yrs. experience - Scripting – My SQL/Object Driven
• Proficient in coding in HTML, Java or PHP
• MS-Office Suite (Word, Excel, PowerPoint, Access)

Call Center Collections Specialist Resume Examples & Samples

• Promote customer retention and reduce bad debt by collecting monies via telephone from delinquent active and former customers and non-pay disconnected accounts across all residential product lines while remaining in accordance with State and Federal privacy and collection laws, in a call center environment
• Ensure all delinquent accounts within assigned area are either collected or resolved in accordance with defined system policy in order to maximize system financial performance and effectively minimize write off of Accounts Receivables and equipment, in a call center environment
• Live the Cox Values, by demonstrating an approach towards people and work that is consistent with the overall values of the company
• Answers incoming and makes outgoing phone calls to customers and provides a quality, responsive, and positive customer contact with the intent to retain the customer and correct the past due situation
• Requests account information, accesses customer record databases or other electronic tools and information delivered to the desktop, and authenticates customer by requesting PIN or other identifying information
• Analyzes customer account status and history and performs necessary calculations to determine appropriate actions and payment plans
• Negotiates with customers to agree upon arrangements for payment, extends disconnect dates when required and processes payments by telephone (credit card, checks, etc.)
• Screens, identifies and participates in investigations of telephone fraud and responds to inquiries of rate, services and possible fraud
• Transfers appropriate fraud, high toll and bankruptcy cases and escalations to the appropriate person/workgroup inside or outside of the Collections department
• Resolves collections-related customer issues to maintain customer loyalty and minimize product churn
• Safeguards company assets, customer’s privacy and other proprietary information
• Maintains compliance with legal and regulatory requirements
• Documents call results, including the disposition of calls, customer payments agreements, payment plans and other results in the Cox billing system (ICOMS)
• Processes equipment retrieval requests, stolen and fire damaged equipment reports to minimize financial losses
• Secure COPC alignment
• Giving Advice to Ops Management and endorsing Improvements
• Evaluating required and available capacity (people and work space), outlining discrepancies and working out consequences at Client Team level

Service Delivery Manager / Call Center Resume Examples & Samples

• Responsible for directing all activities associated with Call Center operations
• Establish strategic goals and objectives, including meeting Service level agreements
• Ensure budgets and schedules meet corporate requirements
• Establish a method to ensure excellent delivery of Customer service
• Manage client relationship ensuring customer satisfaction
• Make decisions on administrative or operational matters and ensure effective achievement
• Participate in corporate development of methods and evaluation criteria for projects & people
• Work on complex issues where analysis of situations or data
• Direct and control call center activities working with various department managers
• Has overall control of planning, staffing, budgeting, managing expense priorities and recommending and implementing changes to methods
• University degree or its equivalent in education or experience is preferred
• Must have Call Center Operations and Customer Service management experience
• Budget development and oversight experience
• Strong managerial skills and business acumen managing staff groups and initiatives
• Proven record of effective senior leadership skills
• Ability to change the thinking of and gain acceptance from others
• 200+employees in a fast-paced, dynamic environment and have strong communication and customer service skills
• Provide courteous and timely follow-up to calls and correspondence
• Monitor proceedings in accordance with bank policies and applicable state and federal laws and guidelines
• Maintain contact with past due customers throughout resolution process to ensure appropriate follow-through and resolution
• Internal: Accounting Bankruptcy Branch Networks. Collections Department. Compliance. Foreclosure. Fraud Department. Legal Loan Servicing. Loss Mitigation Department. MISREO Recovery Department .Risk Support .Call Center
• External: GSEs (primarily Freddie Mac and Fannie Mae)Mortgage. Insurance Vendors. Skip Tracing vendors
• Working knowledge of federal, state/provincial and local laws pertaining to Consumer Collections and functional area Familiarity with Auto Dialers and dialing platforms Strong BMO Product Knowledge

Call Center Business OPS Analyst Resume Examples & Samples

• Four year college degree in Business, Mathematics (statistics) or a minimum of 4 years of relevant work experience
• Intermediate knowledge of statistical products (Minitab, SPSS, SAS, R etc.)
• Intermediate knowledge of SQL, SSRS, SSAS, ODS, EDW, and/or other data collection presentment applications
• Experience in a customer call center and card knowledge (credit/debit)
• The ability to work out of the Dublin, OH – other locations may be considered

Customer Service Call Center Representatives Resume Examples & Samples

• Excellent verbal communication with clear pronunciation and strong writing skills
• Ability to display empathy and personalization with each customer interaction
• Strong ability to use technology
• Six months related experience

Customer Service Associate Prmo Incoming Call Center & Correspondence Resume Examples & Samples

• Strong organizational skills with the ability to multi-task and follow through on outstanding issues
• Ability to control and manage a phone call
• Knowledge of DUHS billing preferred
• We have multiple CSA positions available. Some positions prefer Bilingual.**

Call Center Developer Resume Examples & Samples

• Maintain Avaya, Genesys and Verint applications in working order,
• Anticipate and avoid failures as far as possible,
• Add, Change, Delete phone extension and user configurations in Avaya, Genesys and Verint as needed
• Resolve login issues and other issues faced by users
• Participate in any local Telecom / Genesys projects
• Will be required to perform other related duties as required and/or assigned
• Genesys Multimedia applications such as Interaction Server, Contact Server, Email Server, Chat Server, Genesys Communication Server for Siebel
• Exposure to Avaya EMC applications
• Verint Call Recording and WFM applications
• Integration to SalesForce.Com and other CRM systems

VP, Call Center Operations Resume Examples & Samples

• Developing and implementing the long term strategic direction of the Annuities Contact Center
• Connecting our capabilities to broader strategic initiatives within the Prudential enterprise. Some initiatives include collaboration with other Contact Center leaders as well as departments focusing on customer experience
• Reinforcing policies and practices to continue to improve the customer experience
• Oversight of daily operations and vendors
• The role will develop a clear vision for the future and also be responsible for the management of the ongoing relationship with business partners and stakeholders. Collaboration, Communication, Talent Development and Relationship Management will be critical components to success
• Lead the departments delivery of financial and business outcomes, with focus on budgeting, forecasting (capital and resource), planning, and performance reporting
• Ensure business strategy drives effective talent development and deployment
• Having a strong Talent Mindset will be key
• Connect to other leaders across Service to ensure a strong end to end customer experience
• Identify and direct short and long-term operational and strategic gaps and solutions
• Develop industry leading expertise for the function including thought leadership through identification and implementation of leading practices; leveraging technology and creating operational efficiencies resulting in enhanced service levels
• Translate strategies into tactics and effectively mobilize resources to achieve intended results
• Establish metrics to define success, gauge progress, and drive business decisions
• Forecast and manage potential risks to the organizations support of business objectives
• Develop and enhance services in response to business unit and regulatory requirements (e.g. risk management, compliance, law, etc.)
• Drive continual process improvements across functions, including resource mix review, for higher efficiency and best practices
• Collaborate with Contact Center leaders across the Prudential enterprise on developing an overarching strategy and omni channel approach
• Passion for delivering exceptional customer experiences
• Customer service background with demonstrated call center operations experience (on-shore/off-shore), with significant exposure in a leadership position
• A proven transformative leader that excels at turning complexity into simplicity
• Seasoned leader who has the ability to recruit diverse talent and identify top talent to build strong teams
• Ability to drive service ideas and initiatives in partnership with Annuities and enterprise collaborators
• Ability to build executive credibility - Strong leadership, management vision and purpose, interpersonal skills, executive presence, talent mindset, relationship management and communications skills
• Collaboration - Advanced ability to influence and listen to peers, senior leaders and others who are not direct reports
• Innovative problem solving and strategic thinking skills, along with strong business and financial acumen and analytical capabilities
• Extensive experience communicating in challenging circumstances (written, verbal and presentation)
• Familiarity with contact center and operational tools, technology, metrics, and performance indicators to measure performance and benchmark results
• Ability to take intelligent risks by generating new and valuable ideas and business solutions using creativity
• Ability to react quickly to changing business needs and adapt to dynamic business environments
• Domestic and International travel will be required
• Position requires FINRA Series 6, 63 and 26 licenses or to obtain licenses within 180 days of hire

Global Call Center Operations Resume Examples & Samples

• Telecommunications infrastructure / dialer platform and dialer campaigns and IVR systems
• Agent chat software processes and deployment
• Work distribution tools
• SMS platforms
• Email platform processes and technologies
• Reporting and business intelligence tools
• Creative, fast-paced, and demanding environment
• Emphasis on innovation, optimization and data-driven decision making
• Interaction with the executive team on a daily basis
• Challenging work and opportunities to develop technical skills
• Meritocracy, results driven environment
• Developing integrated staffing and hiring plans across a 600 person loan serving group comprised of service, application support, verifications, and collections for multiple products and geographies
• Develop command center strategies that assist in driving operational excellence through staffing effectiveness and efficiencies
• Establish, deliver and monitor core operational KPIs and service level metrics which support all aspects of our businesses
• Work with front line managers to create consistent daily operating metrics and procedures

Overnight Call Center Collections Representative Resume Examples & Samples

• Collections experience preferred, but not required. We love to see customer service experience and sales experience as well
• Must type a minimum of 40 wpm
• Problem solving skills to overcome borrower's obstacles and be persuasive when necessary
• Ability to meet your goals and deadlines in a fast-paced, metric driven environment
• Desire to be competitive within yourself and within your team

Outbound Sales Banker St Paul Call Center Resume Examples & Samples

• One to two years of sales experience, preferably in phone sales environment
• Good knowledge of retail financial products and services, rates, terms, fees and regulations
• Proficient PC and keyboard skills
• Excellent telephone and interpersonal skills

Inbound Sales Banker Portland Call Center Resume Examples & Samples

• Two to four years of sales or equivalent experience
• Effective selling, cross-selling and referral skills
• Good knowledge of systems and procedures
• Proven commitment to high quality customer service

Call Center Traffic Analyst Resume Examples & Samples

• Daily dialer campaign administration, including the monitoring and adjusting of outbound campaigns across multiple sites
• Monitoring and managing inbound call traffic in a real time environment
• Monitoring real time agent production of dialer states and phone aux codes. Reporting exceptions to supervisors and management when thresholds are exceeded
• Developing, preparing, and presenting key metrics to all levels of management
• Creating and analyzing reports, surrounding the blended (inbound and outbound) call environment that will be used for daily call center reviews and monthly forecasting
• Reviewing existing dialer strategies, analyzes campaign productivity and makes strategy recommendations to management based on historical performance
• Coordinating multiple call centers and departments on a daily basis, to ensure maximum productivity and efficiency for both inbound and outbound calls
• Supporting the Avaya Interaction Center application by troubleshooting issues/errors, managing user setup and password resets
• Daily assignment and validation of agent’s skills within the CMS system. Will make mass agent adjustments based on specific strategies to acquire agents onto the dialer system and release them when finished
• Researching calling history on accounts to ensure compliance guidelines are being followed
• Compiling data for audits on monthly and quarterly basis to evidence compliance with desktop procedures and back-end controls
• One to two years of call center experience
• Good understanding of call center modeling relative to call volumes
• Basic understanding of applicable policies and procedures and the assigned area’s business functions and operating procedures
• Proficient computer skills, especially spreadsheet, word processing and database manipulation

Call Center / Workforce Management Scheduler Resume Examples & Samples

• Monitor call volume activity, make adjustments as needed, and reconcile and report exceptions. Identify trends in call activity or scheduling challenges to review with Assistant Manager
• Responsible for daily scheduling of Call Center staff. Create and run periodical reports related to all different metrics of the call center. Conduct root cause analysis on trends and anomalies pertaining to real time analysis
• Develop, maintain and communicate general Call Center performance
• Review and process special requests that impacts Call Center performance
• Troubleshoot, report and work with vendor and corporate IT team on system issues and enhancements. Perform all system testing
• Associate Degree or equivalent work experience required. Bachelor's Degree is preferred
• Minimum 2 years call center experience preferred
• Minimum 1 year workforce management experience in a Call Center environment
• Proficiency with Microsoft Excel, Word, and PowerPoint preferred for report generation
• Experience in data mining and reporting is preferred
• Demonstrated ability to respond quickly to problems
• Proven ability to create relationships with supervisors and others to work effectively to problem solve and develop solutions to staffing challenges
• Manages a team of call center representatives. Provides ongoing coaching, feedback and career path guidance to team members
• Writes and delivers effective semi-annual performance appraisals for all team members, addresses any team performance issues, tracks team members' attendance and leave schedules
• Responsible for the development of staff. Performs weekly quality monitoring on all team members
• Conducts monthly one-on-one meetings with staff and ongoing coaching
• Provides ongoing feedback regarding quality of work to team members and works with QA staff to improve processes and overall quality for the team/Department
• Manages and coordinates client service inbound call center to ensure consistent high level of service is attained
• Identifies trends and determines proactive solutions to maximize service quality
• Ensures call center statistical and quality goals are achieved/exceeded
• May be involved with scheduling and facilitating team meetings, implementing contests or other morale-building programs, assisting in training, interact with other departments to implement enhancements and/or changes impacting the Call Center, work with implementation areas in the incorporation of new business
• Field escalated issues from representatives, clients, and participants
• Identifies trends in escalated issues and proactively addresses with staff
• 2-5 years of previous management experience, preferably in a call center environment
• Associates Degree in Business or related field
• Will be required to obtain Series 6, 63, 26 licenses. Licenses must be obtained within required timeframes
• Available to work between the hours of 8:00am and 10pm, depending on shift

Manager, Call Center Resume Examples & Samples

• Hire, develop and coach team members
• Plan, motivate and lead the team to achieve departmental goals and tactics
• Administer staff compensation, ensuring consistency and equality
• Ensure delivery of excellent client service: proactively manage interface with customers to eliminate potential problems; resolve client issues which are escalated or defaulted by team members
• Monitor the productivity of the team in order to effectively deliver service while maintaining effective fiscal balance i.e. cost per call
• Ability to monitor and recommend enhancements in technology to improve overall client experience and enhance efficiency and effectiveness of business unit
• Work with other Managers to tie teams together in a cohesive department. Share information and contribute to the ongoing improvement of standards, policies and procedures leading to the continuous improvement in service quality
• Serve as liaison to affiliated groups and participate in corporate-wide project teams as assigned
• Consult with customer base to provide technical support re: pension business, products and case issues. Determine optimal administrative solutions to customers’ needs and problems
• Identify client needs, issues and perceptions and communicate them within department/division
• Develop and deliver education and training to team members, participants and external groups
• Steward to departmental and divisional projects
• Assist in departmental and corporate training and development initiatives to support new product offerings and enhance group’s plan, product, and industry knowledge
• Assume responsibility for answering calls on helpline and supervisor line during high call volume periods
• Plan and facilitates department wide staff meetings
• Occasional travel to other John Hancock sites
• Bachelor’s degree with 5 years of relevant industry /supervisor experience
• Extensive knowledge of Retirement Savings Industry
• Demonstrated leadership and managerial excellence including hiring, performance management and employee development
• Excellent communication (both orally and written) and presentation skills
• Strong interpersonal skills with the ability to influence across multiple levels and effectively interface with sensitive client situations
• Team player with the ability to influence, negotiate and develop “win-win” solutions
• Skilled problem-solver and decision-maker
• Ability to make complex decisions independently when outcome of a faulty decision could be very public
• Ability to effectively multi-task in fast pace environment
• Strong presentation and written communication skills

Call Center Systems Analyst Resume Examples & Samples

• Lead requirements gathering, service-oriented modeling, analysis and design activities
• Communicate design to all stakeholders and varying levels of the organization
• Serve as the liaison between business and systems analysts, developers and project management groups
• Present and evaluate design solutions objectively and facilitate conflict resolution
• Define, use and communicate design patterns and best practices in service oriented analysis, design and development
• Collaborate with quality assurance team to ensure testing efforts align with system deliveries and business processes
• Develop strategies to improve service development life cycle and governance processes
• Develop detailed source-to-target data mapping and data transformation rules
• Develop and use enterprise service and data models
• This System Analyst position will support the IVR application
• Generally work is self-directed and not prescribed
• Works with less structured, more complex issues
• Bachelor's Degree or High School Diploma/GED with 4+ years of experience in Systems Analysis or IT Development
• 3+ years of experience in Systems Analysis or IT Development
• 3+ years of experience in all phases of Software Development Life Cycle (SDLC) /System Development Life Cycle
• 3+ years of experience translating business requirements into a detailed system specification
• 3+ years experience with MS Project, Word, Excel, Visio, PowerPoint
• 3+ years of Relational Database experience
• Healthcare experience
• Experience working with test plans and test cases
• Experience facilitating Joint Application Design (JAD) sessions
• Experience working in an Agile environment or familiarity with Agile methodology
• To offer guests an enjoyable, courteous, professional and efficient service at all times following all Standard Practise Instruction (SPI) of the Front Office Department and Swissotel Grand Shanghai
• To ensure a consistently high standard of customer service is delivered by all Swiss Service Server
• To be respectful of guest’s privacy, ensuring al their request is strictly adhered to and guest details must remain confidential
• Actively solicit guests’ feedback
• Deal efficiently and courteously with all customers requests by monitoring and following up with the respective staff and correct channels
• Effectively and efficiently monitor and follow up of guest requests
• Accurately take Room Service orders, restaurant reservation and any other guest requests
• To ensure all systems are kept up to date with accurate information
• To ensure all close of day procedures and reports are completed according to the Swissotel standards
• Be totally familiar with all facilities, functions and special events in the Hotel on a daily basic, assisting guest in any inquiries
• Previous service experience an asset
• Previous point of sale system experience an asset, but not required

Call Center Knowledge Manager Resume Examples & Samples

• 5+ years of experience with knowledge management systems in a call center environment
• 2+ years of experience as a knowledge manager developing knowledge management strategies, administering a knowledgebase, coordinating with subject matter experts and other stakeholders to gather, clear, and publish knowledge, and editing content
• 2+ years of experience in a consulting role
• Ability to create engaging presentations and briefings for stakeholders using Microsoft PowerPoint and to write proposals, briefings, and other deliverables
• Ability to inspire others, be open-minded, hard-working, collaborative, curious, and inquisitive, and work independently
• Ability to demonstrate and interest in building a customer experience consulting practice
• Ability to obtain a security clearance
• BA or BS degree in a related field
• Experience with the Department of Veteran Affairs
• MBA degree or MA or MS degree in a related field
• Certification from KM Institute, KM Professional Society, or other relevant body
• Project Management Professional (PMP) Certification

Call Center RN Resume Examples & Samples

• Work with hospital staff, via telephone, fax and e-mail, in the coordination of care for members ranging from low acuity to catastrophic, which may include stays of several months
• Help coordinate appropriate care to members from admittance to discharge, and work toward holistic discharge, all with the members' benefits plan in mind
• Perform telephonic medical records review for Commercial and Medicare members, and telephonic follow-up with members as required
• Balance metrics/goals (bed days, treatment and discharge) with a focus on quality care for members
• Complete electronic documentation daily to ensure essential data is shared system-wide
• Maintain flexibility and willingness to go above and beyond to meet members' needs
• Attend routine team meetings and offer creative solutions and innovative approaches to further enhance the clinical model
• RN Required current and unrestricted for New York
• 2+ years of clinical experience in a Hospital/SNF setting, MD office or other related experience
• Computer literacy with Microsoft Office and keyboard proficiency

Call Center Professional Resume Examples & Samples

• Receive INBOUND calls from Experian Consumer Services members and provide customers with friendly, professional and knowledgeable customer support
• Overcome issues and concerns in order to avoid customer cancelations
• Provide advanced troubleshooting of internet navigation, authentication, billing concerns and miscellaneous personal computer software
• Work effectively with other team members to provide support for external and internal customers
• Identify trends and root cause customer issues in order to create proactive long term resolutions
• Document customer requests, resolutions to customer issues, and negotiations with customers in clear concise fashion
• Outstanding communications, presentation and interpersonal skills and enthusiasm
• Basic Computer and internet skills to include: Internet navigation and Microsoft office
• Strong established work history, can work in an independent fashion
• Blend of general customer service skills and sales aptitude to resell the benefits of the Experian Consumer Services Memberships
• Team player who values being part of a successful sales organization

Call Center Forecasting Analyst Resume Examples & Samples

• Must have at least 2 years of forecasting in a call center
• Expert level Excel
• Advanced knowledge of Microsoft applications (Outlook, Excel, Access are a must)
• Strong ability to multitask in a fast-paced dynamic environment
• Advanced knowledge in automatic call distribution (ACD) technology, Aspect platform or similar
• Strong written and verbal communications
• Bilingual English/Spanish is a plus

Lead, Resort Call Center Resume Examples & Samples

• Teach, develop and provide oversight and direction to Guest Comm./Call Center Cast
• Manages cast members regarding daily operational flow and making adjustments necessary to provide minimal Guest wait times, ,cast technical needs and historical reporting
• Assist with guest service recovery
• Manages guest information ,collateral and electronic, guest correspondence, post stay service recovery, guest research & billing enquires
• Be aware of the reports reviewed from the PABX system, the data extracted from them including the average hold time, volume of calls per hour, percentage of answered calls, average call duration etc
• Be familiar with hotel emergency procedures e.g. fire, understand the role in the situation and what should be acted and followed
• Fully understand hotel PABX including call accounting & voice mail systems and be familiar with the PMS; able to perform basic trouble shooting
• Coordinate service calls by system providers to ensure minimum downtime of all communication systems during the maintenance
• Good command of Chinese and English, good computer skills
• Be familiar with Opera system
• Can perform in a fast-paced and sometimes stressful working environment
• Good partnering, coaching, and mentoring skills
• Working Schedule: Shanghai Disney Resort Cast Members might be scheduled to work shifts on nights, weekends and holidays. (can work 3 shifts)
• Previous Call Center experience in four or five star hotels is preferred
• Resort Hotel Call Center experience is preferred
• Group Call Center experience is preferred

Supervisor Cincinnati Call Center Resume Examples & Samples

• Ensures that the data collection is of the highest quality
• Develops and implements strategies for measuring data collection work product quality
• Manages the activities of staff assigned to the telephone center
• Delivers timely and reliable reports of the activities of the telephone center as requested
• Provides written and verbal evaluations to members of their team
• Acts as an advisory figure to guide associates toward success
• Motivates team members to exceed production goals while maintaining data integrity
• Projects enthusiasm for the company and maintains positive interactions with others
• Performs other duties as required
• 6 months customer service, market research or telemarketing experience in a call center environment,
• Knowledge of the market research industry, preferred
• Excellent communication skills, both written and oral
• High degree of technical proficiency
• Proven organizational skills
• Flexibility with regards to schedule and duties
• Excellent interpersonal skills required
• Ability to make decisions/solve problems independently following general policies
• Ability to work effectively with all levels of staff and with clients
• Ability to use creativity/initiative to enhance efficiencies and quality of phone center
• Demonstrates a professional and positive attitude

Medical Assistant Call Center Day Resume Examples & Samples

• Location – Dallas, TX
• Practice – House Calls
• Schedule/Hours – Full Time
• Shift – Days
• Benefits– Our competitive benefits package includes
• Minimum of 3 months of related experience is required
• CMA certification is preferred

Manager, Commercial Service Call Center Resume Examples & Samples

• Bachelor's degree and 7+ years experience managing a call center required
• Experience working in medical device preferred
• Strong understanding of FDA standards preferred
• SalesForce.com and/or ServiceMax experience preferred
• 3+ years of experience with BA/BS
• 2+ years of IT or related experience with MA/MS
• Bachelor Degree in Business, IT, Statistics or Technology preferred
• 1-2 years of workforce management experience
• In-depth knowledge with scheduling/forecasting systems, preferably Verint
• Proficient with Microsoft Office suite, including Access
• Detail oriented, flexible, able to multi-task and deliver in a fast-paced and rapidly changing environment
• Possesses strong problem solving and analytical skills, including the ability to see trends and patterns in data
• Able to develop solutions and implement a course of action
• Demonstrates excellent communication skills with ability to relay information with tact, diplomacy, patience and professionalism
• Ability to work collaboratively and partner with employees and leaders
• The employee is also required to interact with a computer, and communicate with peers and co-workers
• Must be able to travel independently to various Medtronic buildings/sites (minimal travel)
• Ability to read, participate in telephone conferences, video conferences and sit for meetings of up to two hours or more continuously
• Lift up to 25 pounds

Call Center Alarm Agents Resume Examples & Samples

• Monitor alarm and remote access systems, telephones, CCTV camera systems
• Properly document all alarm handling procedures within the alarm screens
• Must be able to adhere to standard operating procedures and special instructions
• Respond to incoming emergency calls for elevators, crisis lines and incident management lines
• Document incident reports according to customer and department requirements
• Contribute to the development and growth of a service culture
• Support and participate in continuous improvement processes
• Call center or customer service experience preferred
• Intermediate knowledge of computer applications including Microsoft Windows

Call Center Customer Service Supervisor Resume Examples & Samples

• Motivate, coach and develop your team to deliver exceptional service
• Leads a team with a minimum of 30 employees
• Ability to prioritize tasks and time management skills
• A Bachelors, Associates degree or equivalent work experience
• Experience effectively coaching, developing and holding accountable employees by providing skills, support and motivation
• Proficient in the use of Microsoft Office suite
• Ability to work independently and as part of a team, demonstrating initiative and multitask utilizing time-management skill in a fast paced environment
• Strong oral/written communication skills
• Monthly Performance Reviews and Observations
• Complete Appraisals, Development plans and Performance Agreements
• Additional Performance Contacts such as side-by-side coaching also included
• Coaching relative to In-Charge (Commitment Index, CST, over sees running the line (force to load management), surplus and managing GFMC requirements, assigning Overtime as applicable, entering data into FA&M accurately)
• Ensembles (scheduled as appropriate). Includes agenda preparation and facilitation of meetings
• Work with Human Resources and Labor in regard to employee questions and issues
• Union relations and Grievance process. Pull and print records for grievances, hear 1st Step Grievances, take notes, reply with a letter and document in the Labor Relations Database
• Recognition – plan, shop, set-up, take-down, for recognition events and activities (required throughout the month)

Call Center Technical Supervisor Resume Examples & Samples

• Lead a team of 15-20 customer service technicians
• Train, coach and counsel employees
• Manage the performance of the employees (including setting objectives, assessing performance, coaching for improvement and if necessary placing employees on performance improvement plans, and recommending disciplinary action)
• Administer the Verizon processes and policies as they relate to safety, attendance, performance, work rules, and code of conduct
• Perform additional duties and responsibilities as needed

Senior Call Center Technology Manager Resume Examples & Samples

• Identifies and drives improvement opportunities for their work stream and collaborates with any external service providers to ensure improvement opportunities are implemented
• Contributes to the formulation of the overall management strategy of Finance Operations
• Assist in assessing the services delivered by the service providers (if any) and validating that performance metrics established by service level agreements are met as applicable and that Service Level Agreements are aligned with organizational goals and objectives. As the primary point of contact, provide direction and policy interpretation to third party service providers as needed
• Responds to customer feedback, survey results and makes any improvements/corrections as necessary
• Ensure compliance with internal policies and controls and with external regulations
• Manages and leads a team of supervisors assigned to a specific work stream or function to deliver finance and/or transaction processing services
• Plans and structures work activities and sets deadlines for their team. Subsequently monitors their team's progress and is responsible for the
• Owner of all Verizon Wireless (VZW) Bill to Cash (B2C) call routing projects, implementation and maintenance
• Owner of all VZW B2C ACD upgrades, implementation and maintenance
• Owner of all VZW B2C IVR projects, enhancements, implementation and maintenance
• Manages OB Vendor relationships and products
• Call Routing Monitoring/ Troubleshooting for all VZW B2C LOBs
• Manages all outbound platforms and strategies
• Report, track and provide analysis on outbound results and recommend change based on results
• Owner of all VZW B2C BCP and related DR processes; partner with HQ BCP team to ensure plans are in compliance
• Owner of Aceyus maintenance and updates
• Manage and procure workforce tools and owner of all upgrades
• Manage direct report's performance and development
• Project Management as required
• Investigates system problems and provides solutions using specific product knowledge, system utilities, and operating environment
• Supports users across the Verizon footprint
• Develops telephony architecture and total systems solutions. Designs quality control procedures to ensure the deliverables meet established design and performance goals. Understands call
• 2+ years of Resource Management Supervisory experience
• Must have strong working knowledge of call center technology and support functions
• Proficient knowledge of IEX systems is required
• Proficient knowledge of ICM and ACD routing
• Proficient knowledge of multiple outbound dialer platforms and overall dialer functionality and capabilities
• Proficient knowledge in SQL queries for SQL Server and Teradata and the ability to build and maintain SQL Server databases
• Knowledge in MS Office applications is required. (Excel and PowerPoint)
• Must have flexible work hours to includes nights and weekends
• Proven record of strong analytical skills
• Must have a thorough understanding of call center metrics
• Must be able to provide effective communication to a wide variety of individuals
• Strong leadership and organizational skills are required
• Must be able to work well under pressure

Senior Specialist, Technical Call Center Resume Examples & Samples

• Strong Customer/Client interaction skills
• Evaluate, prioritize and respond to assigned customer requests for technical assistance
• Accountable for the overall ownership of a service request while finding, coordinating the problem resolution and/or following the escalation process
• Ability to manage small scale projects
• Ability to champion customers’ needs to the support organization
• Ability to document customer issues and explain technical details at a high level
• Must be able to capture the customer’s reported information and document it accurately
• Serve as technical product specialist liaison to Marketing and development groups
• Ability to provide after hours On-Call customer support
• Product trainer
• Requires daily use while on the phone with the customer to log info into the system
• Look up information such as last repair history, past purchases, parts replacement & warranty info, Preventative Maintenance info, and equipment status
• Daily use of M2M and Pilgrim systems
• AS/BS Technical education preferred or equivalent on-the-job experience
• Minimum 1-3 years’ experience in Bio-Med preferred
• Previous medical device technician experience a plus
• Strong ability to communicate by phone and email to resolve issues or troubleshoot electrical & mechanical problems exhibited by the product
• Computer experience required; must be able to type and have a solid understanding of MS word and excel
• Excellent Time Management skills and Strong ability to multi-task required: must be able to manage multiple tasks/customer requests that arise daily, ability to manage your projects, capable of managing your daily responsibilities and your project s and computer requests simultaneously
• Has knowledge and ability to take on projects, write processes and generate ECO’s
• Excellent written and verbal communications skills required. Must provide quality documentation of customer interactions such as customer information, findings/troubleshooting and resolutions in the systems database
• Dependable- arrives to work on time and arrives to meetings on time follows up on tasks and meets deadlines and commitments for internal and external customers
• Must be able to work core phone coverage hours 8:00am to 5:00pm. The team also provides after hours support 7 days a week. Position may also require you to come in a little early or stay a little later to make project deadlines/customer needs/ team meetings

Call Center Team Manager Sunday Thru Thursday Resume Examples & Samples

• Provide coaching, mentoring and performance feedback to team members as opportunities arise to improve handling of customer transactions, escalations, alarm handling, intercompany relations, or other situations as they develop
• Verify payroll information
• Provide every team member with weekly statistical reports to review opportunities for improvement and performance feedback. Provide every team member with comprehensive written qualitative monthly feedback to include attendance, quality audits, and analysis of productivity levels against goals. Provide corrective actions and performance reviews, as necessary
• Supervise floor as appropriate by acting as a visible leader walking the entire Customer Monitoring Center floor and providing additional support to the Resource Desk as neede
• Participate in the recruitment and selection of additional team members, by partnering with Human Resources and other managers
• Support the coordination of training programs, as needed
• Work closely with all team members and peer Team Managers to ensure open communication and consistency of work flow
• Take supervisory calls, including customer/dealer problems and take appropriate action to resolve issues
• Minimum of 1-2 years of call center experience in leading 10 - 15 employees is preferred
• Minimum of 1-2 years operations and project management experience is preferred
• Computer, Pulse, networking, DVR, camera and cloud technology experience , EDO knowledgeable, TAG trained
• Customer obsession philosophy
• Managerial courage; effective leadership skills - ability to lead by ADT Core Values
• Strong interpersonal skills and coaching and development skills
• Ability to perform multi-tasks and to exercise sound, independent judgment

Call Center Workforce Coordinator NSC Resume Examples & Samples

• Minimum of 3 yrs experience in a progressive Call Center environment
• Previous Workforce Management or Resource Planning experience preferred
• Detail-oriented with strong analytical, critical thinking and decision making skills
• Ability to work any schedule in a 7 day a week call center operation
• Must be able to work independently, with little or no direction
• Intermediate PC skills including MS Office

Call Center Team Manager Tuesday Thru Saturday Resume Examples & Samples

• Facilitate, coach, and provide leadership and framework for daily operation
• Increase team's process and business knowledge/understanding enabling higher levels of performance productivity and efficiency
• Ensure staff works within the guidelines established by the organization
• Provide technical support, advice, and experience
• Monitor team performance and provide feedback
• Provide performance trends and analysis to team
• Responsible for managing conflict and diversity
• Foster team building and group dynamics, provide career development planning and opportunities
• Two (2) years experience in a customer service related position
• Two (2) years experience in a supervisory capacity, preferably in a service environment managing non-exempt level employees
• Managerial and excellent communication and interpersonal skills required
• Some knowledge of telephony capabilities CMS, CenterView, Auto-dialers helpful

Call Center Attendant Resume Examples & Samples

• Perform data entry and/or typing (ability to type 45 wpm+)
• Ability to multi-task and work independently. Utilize SAP, Word, Excel, PowerPoint, Internet Explorer, Lotus Notes and other Raytheon required software
• Handle difficult situations and customer complaints. Remain positive, professional, tactful, courteous and diplomatic at all times
• Respond to customer requests and direct them to the most qualified area for resolution. Effectively interface with Raytheon personnel at all levels, both in person and/or utilizing electronic technologies
• Understanding of Facilities Functions. Assist with arrangement of outside service work
• Create/maintain various reports and/or records. Ability to learn new software programs and related skills quickly & effectively

Assistant Manager, PPI Call Center Resume Examples & Samples

• Supervise workflow for new and pending utility activations. Ensure that the team leads are managing work flow production and communicating with each assigned team
• Drive operational effectiveness by identifying areas of opportunity to increase production
• Supervise a team of 20+ members and ensure smooth functioning of day to day activities of the utility department
• Demonstrate ownership on open deliverables and activities assigned by management
• The ability to work in a team and or individual environment
• Conduct performance appraisals and manage the organizational development for the utility department including identifying the training requirement for different staff and cross training opportunities
• Ensure production goals within client SLA’s as well as Turnaround time, Accuracy and Compliance standards are met
• Daily engagement with employees and team leads to identify clear expectations for daily work needing to be delivered
• Review escalated situations and or review of work items that have fallen outside of SLA
• Manage the accuracy and quality of work performed by Team Leads
• Being comfortable to drive production, compliment success and address sub-par performances
• Communicate daily with department manager to review department numbers and daily plan for production
• Interact effectively within Ocwen Senior Management and Provide management with timely reports documenting trends or opportunities for improvement with recommendations
• Graduate with sound knowledge of a working production environment and production operations
• 5 years of total work experience with minimum 3 years as an operational leader
• Team player with proven ability to lead and drive initiatives through teams in excess of 30 people for at least two years
• Fast learner with ability to pick up new functional processes and lead and deliver on them very quickly
• Ability to consistently deliver in a high pressure environment
• Keen eye for detail and high degree of urgency
• Must have the ability to handle multiple, simultaneous client projects in a fast paced environment with technical analytical focus based problem solving skills
• Ability to mentor team associates in an objective and boundary less manner. Ability to roll-up sleeves and work alongside any level in the organization is mandatory
• Exposure to financial industry / real estate/ mortgages is a definite plus
• Must have excellent communication skills and be willing to work in night shifts
• Expert knowledge of PowerPoint and Excel

Call Center Process Manager Resume Examples & Samples

• Represents and manages the customer care business process requirements between stakeholders in various departments, which may include prepaid/credit/debit cardholder, ebanking, bill pay, case management, and EBT business
• Key contact and Subject Matter Expert (SME) to Call Center Operations as well as internal customers (e.g., escalations team, implementations team, client services, product management, business development) representing the customer requirements for complete business process lifecycle
• Provides feedback and recommendations to the quality and training teams based on business process requirements through process improvement and problem resolution
• Serves as point of contact for program or process changes, and distribution of program or process information and procedural changes; participates in change management process to evaluate risk and impact of potential changes. Checks for timeliness, accuracy of posted information, driving changes as needed
• Serves as liaison and escalation point for issues impacting operations in all call centers
• Gains and maintains familiarity with call center applications, understanding flow of calls through IVR and ACD scripts, to serve as a liaison and work collaboratively with Telecomm and Operations
• Participate in the calibration sessions with clients, and review calls for process and product improvement
• Work collaboratively with client services or product team to gather, analyze and make recommendations based on customer data that improves the client's efficiencies and costs
• Establish and strengthen relationships with business partners. Participates on monthly business reviews with business partners
• Builds and defines operational standards based on department and corporate objectives across all Customer Care sites for purposes of consistency, accountability and quality
• In-depth knowledge of call center business processes to enable improvement in both service delivery and profitability
• Knowledge of standards relevant to call center management (e.g., ISO, Six Sigma)
• Strong computer skills (including MS Excel, Word and Access)
• Multi-task and detail-oriented with ability to work with little supervision
• Ability to work within deadlines and strict timeframes

Call Center Banking Supervisor Resume Examples & Samples

• Oversees one or more teams of Customer Service Associates who handle customer service inquiries and problems via the phone and/or email
• Evaluates the quality of Customer Service Associates' calls from customers; provides feedback to reps on strengths and areas for improvement
• Ability to lead and manage large teams effectively
• Working knowledge of workforce management practices and tools (e.g., scheduling software, quality monitoring software)
• Collaboration with Operations Managers to ensure accurate and timely agent schedules
• Manage intraday agent productivity, performance exceptions and schedule adherence
• Execute system modifications (e.g., schedule updates and queue moves) and/or issue procedural notifications based on trigger events e.g., AHT, volume, attendance, etc
• Communicate agent efficiency successes (top performers) or issues (needs improvement) to the Team Supervisor so that they can provide direct coaching/feedback to the agent
• Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques
• Complete daily/weekly/monthly reporting and provide analysis
• Complete Adhoc reporting as required
• Complete attendance tracking
• Responsible for handling special projects as necessary
• Associate’s degree in related field or advanced vocational training with two to four years related experience; or
• High school diploma or equivalent with three or more years of related work experience
• Minimum one year experience in a contact center
• Proficient user of MS Office applications including Excel, PowerPoint, and Word; and Outlook. IEX, CMS, I3 or other similar resource scheduling/intraday management applications preferred
• Ability to multi-task and maintain composure in a demanding work environment
• Extremely strong oral communication skills
• Detail and service level (SLA) orientated (keen ability to observe systems and recommend improvement opportunities)
• Willing to accept responsibility and accountability
• Ability to guide individuals toward goal achievement using negotiation, teamwork/collaboration, motivation and staff development skills including the ability to act as a role model within the organization
• Ability to demonstrate innovation and good judgment/problem solving skills when making decisions
• Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources
• Excellent customer service/support skills, ability to work well under pressure, and professional demeanor
• SQL knowledge a plus

Call Center Process Improvement Resume Examples & Samples

• Manages moderately complex projects and/or program components or phases of larger, more complex projects related to process improvement or integration within a functional area
• Ensures process improvement methodologies, project management and delivery process, and implementation management processes are followed. This includes managing and driving process mapping and analysis; data gathering and analysis
• Manages the project budget; includes understanding and validating revenue and expense estimates, cost variance tracking, and managing project resources effectively
• Provides clear and concise process and project communication, both written and verbal

Supervisor Call Center Cchhs Chicago Resume Examples & Samples

• Monitor attendance, paid time off, sick time and daily statistics
• Develop contests, awards and themes to increase agents’ loyalty and focus
• Prior experience in Customer Service in a Managed Care Organization preferred
• Ability to learn and work with an ACD phone system
• Bi-lingual in Spanish and English is a plus

Call Center Routing & Scheduling Senior Associate Resume Examples & Samples

• Conducts call pattern forecasting and schedule planning to help meet business unit objectives
• Supports in the preparation of daily/monthly schedules and activities for the call center to ensure adequate coverage to meet service level and abandonment rate objectives
• Maintains frequent contact with other departments when outages occur and calls must be redirected
• Develops scheduling reports based on forecast outlooks and general scheduling scenarios as requested by management
• Provides schedules for contact centers to ensure maximum performance
• Responsible for contact distribution to the contact centers, maximizing performance while maintaining financial awareness
• Monitors inbound/outbound traffic and ensures efficient distribution based on staff availability
• Forecasts daily contact and technician availability
• Monitors incoming queues and ensures technicians are available for support
• Maintains target service levels
• Distributes contacts to contact centers, based on forecast volumes and guidance from management while maximizing service level performance
• Provides hourly, daily, and weekly service level and performance reporting (including queue statistics) for call centers
• Provides daily and weekly performance on other key metrics including percent to forecast, abandon rate, headcount variance and outages
• Responds to contact center routing and tool outages and other business continuity and recovery (BCRP) events

Call Center Workforce Scheduler Resume Examples & Samples

• Monitor break and lunch schedules, tardiness, and or early departures due to illness and/or family emergency to ensure proper staffing levels and adherence
• Monitor call center agents’ availability for training and meetings with Team Managers and/or QARs, according to call traffic. Approve/document agents’ training-meetings
• Monitor team members to prevent abuse of aux time and post call work time
• Review “agent check in log”, “no call/no show” and document outcome of each phone call on the force desk attendance log
• Review contact center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation to maintain appropriate staffing levels
• Review training and/or meeting time requests for all call center agents to ensure adequate coverage and service levels are maintained
• Review revised staffing levels and if necessary, contact call center agents who have a scheduled day off in effort to fill voids
• Document schedule exceptions
• Coordinate distribution of “agent check in log” to each Supervisor one day in advance of actual workday
• Assist in scheduling appropriate numbers of call center agents during ‘black-out times” where forecasts indicate that all agents needed
• Assist Workforce Manager in reviewing call center agent requests for time off such as PTO
• Assist Workforce Manager to produced / distribute revised work schedules based upon call center agents’ absence for the day
• 2 years call-center / scheduling / resource planning exp
• High School Diploma or Equivalent
• PC proficiency/MS office
• Excellent interpersonal skills / analytical skills
• Must be detail oriented and assertive
• Must possess excellent listening as well as verbal and written communication skills
• Able to establish good teamwork ability
• Must have proven leadership skills and have strong decision making abilities
• Possess cooperative and positive attitude towards clients, employees and company
• Ability to use the phone system / computer system

Immediate Hiring Call Center Need to be Flexible Night & Weekend Shifts Plus Shift Differential Resume Examples & Samples

• Other duties as assigned
• Knowledge of product/procedures
• Mental Acuity
• Respond to incoming patient sales inquiries via telephone, written, facsimile requests and web based inquiries in a prompt and courteous manner
• Communicate the advantages of Alere policies and programs to patient related requests. Provide patient with appropriate program marketing materials electronically and via US Mail
• Qualify customer needs and requests. Update Alere systems with new lead information, notes, track and ensure that leads are addressed in a timely manner
• Review details and expectations about the physician referral with patients to help clarify patient, physician and AHM program responsibilities
• Act as the enrollment specialist to proactively assist patients and families/caregivers as they move through the application process. The PER is the main point of contact for the patients providing them direct access for asking questions, raising concerns and navigating through to placement
• Act as the patient’s advocate by working in conjunction with all Departments to ensure approval of the necessary supplies/services in a timely fashion
• Understand how to communicate patient benefit coverage including co-pay obligations. Gain patient commitment to proceed with meter placement with patients who qualify for fast tracking
• Work collaboratively with peers, support staff and other Alere departments including regional sales staff
• Have a broad understanding of Alere policies and procedures related to both patients and clinics
• Maintain accurate record of all patient interactions by updating and notating the appropriate patient and clinic systems
• Resolve customer concerns and complaints in an expeditious and tactful manner per corporate standards
• Demonstrate proficiency and accuracy in Alere operating systems directly related to specific job function
• Perform various clerical duties to include, photocopying, data entry, faxing, scanning and assembling marketing materials
• Associate degree or equivalent combination of education and experience
• Two to three years general office, data entry or customer service experience
• Dependable, detail oriented and ability to work with daily quotas
• Ability to effectively communicate (both oral and written) with other members of the health care team and patients in a professional manner
• Ability to adapt quickly to changing priorities, remember and recognize codes, and keep up with daily quotas
• Microsoft Office (Excel, Word, Outlook)
• Position requires heavy telephone contact with program participants (up to 90%)
• Excellent interpersonal and phone etiquette skills
• Ability to provide superior customer service and meet customer satisfaction expectations
• Detail & Team Oriented
• Strong Computer/Software Skills
• Communication & Writing Skills
• Human Relation Skills
• Proficient in Windows based applications and Internet
• Knowledgeable of all products support by Alere Home Monitoring
• Contacts patients and performs follow up PT/INR testing support activities
• Follow up potential opportunities to improve testing success
• Coordinates telephone appointments with patients who require testing assistance
• Responds to PT/INR testing inquires, return requests if unable to use product
• Customer interface for product manufacturer inquires
• Documentation of patient notes in multiple software applications
• Accountable for performance based activities
• Support special projects and new service offerings
• Follows all regulatory policies, procedures, privacy and security standards in accordance with government agencies including all HIPPA requirements
• Understands and adheres to business processes and procedures
• Maintains a culture of accountability in area of responsibility
• Medical background preferred
• Prior customer service or patient care experience preferred
• Collects/receives INR results from patient
• Utilizes call scripting provided when conducting patient phone calls
• Enters INR results into appropriate collection application
• Contacts patient and/or physician for INR results that fall in an “out of range” or “critical values” category as directed by the HCP and as outlined by Alere Home Monitoring policies and procedures
• Monitors and assists in patient testing compliance using appropriate application(s), reminder phone calls; documenting interactions and results, and producing follow-up letters
• Documents all patient interactions in the “Memo” section of the patient file in EMR (SA)
• Maintains and enters new patient data into appropriate computer database (SS)
• Demonstrates basic knowledge of products used to obtain INR results which are distributed by Alere Home Monitoring so assistance can be provided to patients with minor “trouble shooting” problems before escalating to Patient Outreach
• Communicates to Testing Services Supervisor or Manager any unusual patient issues that are not addressed on call scripts, as they arise
• Processes patient requested orders for testing supplies
• Processes “intro” faxes for all new patients with initial training results
• Performs other Testing Services related duties as assigned
• Follows all regulatory policies, procedures, privacy, and security standards in accordance with government agencies including all HIPAA requirements
• Assists with any special projects as directed by supervisor or manager
• Associates degree or equivalent preferred
• Data processing or customer service experience preferred
• Ability to make decisions within company guidelines
• Ability to be goal oriented and results focused
• Ability to organize activities and meet set deadlines
• Ability to communicate clearly and concisely, both in writing & verbally, with others in a professional manner
• Ability to understand the position and its relation to the overall company service process
• Ability to perform effectively in current position
• Ability to attend job related courses & seminars as required
• Ability to use office equipment that is relevant to job functions
• Human Relations Skills
• High degree of professionalism
• Ability to sit for long periods working on computer and/or using phone

Supervisor Call Center RN Resume Examples & Samples

• Supervise all call center personnel during assigned shift
• Monitor (listen to both sides of telephone conversation) TMS' and CSS' on regular basis
• Coach (provide feedback) TMS' and CSS' after each monitoring session
• Actively manage productivity by maximizing all human and technical resources
• Actively manage absenteeism and tardiness within the unit and document discrepancies
• Actively plan for and participate in call center staff meetings
• Develop a full knowledge of the personnel policies, client procedures, and TMS and CSS job duties and keep updated on all changes and enhancements to current procedures
• Be available to problem solve and answer questions including handling complaints and taking over calls from difficult callers
• Provide team guidance, support, and reinforcement
• Support management decisions in a positive manner
• Display excellent human relations skills by showing a sincere interest in employees' problems, emphasizing communications and team spirit, and demonstrating an earnest concern for the staff members' welfare by listening with empathy
• Be sensitive to morale and motivation issues and strive to constantly improve the work environment
• Participate in disciplinary actions and counseling sessions
• May occasionally be required to handle overflow calls
• Accept new directions/assignments in support of the department's objectives
• Perform administrative responsibilities, including; assign duties at start of shift and document as appropriate
• Assist with clinical guidelines and operational procedures development
• Check browsers (open, transfer, callback) at start of shift and frequently during shift and make any necessary adjustments to assignments
• Participate in research projects and outcome studies related to telemedicine
• Assist in training of new hires
• Prepare performance appraisals for TMS' and CSS' within prescribed time frames
• Work with the TCS Scheduler to maximize the center's human resources
• Participate in interviewing process for new hires
• Minimum five (5) years of nursing experience in an acute or ambulatory care setting, or as a telemedicine RN
• Minimum one (1) year of telephone triage experience

Call Center Senior Schedule Analyst Resume Examples & Samples

• Administrator of the Workforce Management System to forecast and produce schedules and show adherence for Customer Service Representatives for the NHRSC
• Provides training to Customer Service Reps./Management on software and statistical data
• Works with outside telecommunications companies/vendors to assist Senior Data Analyst with Adds/Moves Changes as needed
• Identifies changes in operations, budgets, quality of services or practices. Defines problems/issues;proposes and discusses solutions with appropriate parties. Determines need for automated data analysis and/or research project to assess current systems/procedures and develops new tools for data collection
• Manages and performs complex projects and assignments for the NHRSC Management Team; to include research, analysis, presentation and resolution of problems
• Minimum five (5) years of call center/Health Plan experience
• Bachelor's degree in related field preferred, OR four (4) years of experience in a directly related field
• Experience with NICE, Genesys, and eWFM applications preferred

Call Center Coffee Specialist Resume Examples & Samples

• Registration of new customers
• Taking orders
• Answering information requests or complaints
• Ensure database integrity
• Outbound call campaigns and activities
• Bachelor’s degree ideally in a business-related field
• 1-2 years of experience in telephone sales and with up market customers
• Knowledge in social media and written communication with customers tone of voice
• Knowledge of coffee (products, accessories, machines etc) would be an advantage
• Languages: fluency in Greek & English
• Good knowledge of Microsoft Office
• Excellent Communication & Service orientation
• Proactive and responsive to anticipate and fulfill customer needs

RN Supervisor, Call Center Resume Examples & Samples

• Supports clinical operations for a team of call center RN’s across service model performance expectations (assessing performance, staff planning, implementing performance plans, coordinating, monitoring and evaluating)
• Takes lead role in setting direction and participating in or developing new programs or initiatives to improve performance of the team
• Sets direction for the call center RN team, resolves problems and provides guidance to members of the team
• Ensures that the call center RN team meets established performance metrics and performance guarantees
• Coordinates, supervises, and is accountable for the daily activities of business support, technical support and production for the team
• Sets priorities for the team to ensure task completion
• Ability to collaborate with peers and Managers to improve service model performance
• Develops plans to meet short and long term objectives
• Identifies and resolves operational problems using defined processes expertise and judgment
• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws
• Will be responsible to take incoming escalated calls, therefore must have proven ability to de - escalate consumers and the flexibility to support the inbound supervisor line between the hours of 7 am - 8 pm CST
• Assists with the development and implementation of departmental policies and procedures
• Ability to analyze data to identify performance gaps and determine a solution to close the gaps
• Ensures audits are conducted, standards are met, successful outcome are achieved
• High level of professionalism with the ability to interact with high level executives and present information to them
• Provides process and technology expertise and support to nursing and support staff
• Enjoys working in a fast paced environment and must be able to adapt quickly to change while executing efficiently
• 2+ years Management, Supervisory, and/or Leadership background
• 2+ years’ experience in the health care industry including clinical experience, Medicare/Medicaid, insurance, health promotion, and operations
• Licensed Registered Nurse
• Intermediate computer proficiency (Microsoft Word, Outlook, and Internet with Excel being a plus!)
• Ability to work flexible hours, Monday – Friday, to support the inbound supervisor line between the hours of 7am - 8 pm CST
• Remains optimistic, upbeat, and enthusiastic in times of challenge and constant change
• Previous call center experience is a plus
• Prior experience growing and developing staff
• Demonstrated ability with developing strategic plans, attaining goals, driving performance, and achieving targets
• Self - directed worker
• Team building skills
• Leadership and mentoring skills

Temporary Call Center Administrator Resume Examples & Samples

• These positions will include shifts which cover center hours from 7am to 11pm Monday through Friday and 9am and 5pm on Saturday and Sunday
• Provide complete documentation of issues handled
• Responsible for staying current on issues that impact our internal customers and competent by continually referring to and utilizing support resources
• Experience working with a Mac is preferred, but not required
• Analyzes business and user needs, documenting requirements and revising existing system logics as necessary
• Prepares detailed functional and technical specifications from which programs will be written
• Conducts studies pertaining to development of new information systems to meet current and projected business needs
• Supports in the preparation of project-phase plans, implementation schedules, and cost benefit estimates
• Supports in the monitoring of implementation progress for compliance with budget and time constraints
• Ensures data quality and integrity across data specific application implementations
• Functions as a liaison between the client, community, and internal IT and/or external software vendors to develop system solutions to processing systems or business problems

Technical Call Center Particle Counting Senior Customer Technical Specialist Requisition Resume Examples & Samples

• Experience in a bio-research, industrial, or clean room environment
• The ability to troubleshoot and apply a logical decision making process towards resolution of hardware, software, and methodology related problems
• Experience in operating any or a variety of Beckman Coulter/Hach instrumentation such as Met One Air Counters or HIAC Liquid Counters
• Good understanding of teamwork and good customer service skills
• Adheres to technical standards and established system models and data models
• Advanced computer operation skills and Microsoft Windows/Office Suite applications

Call Center Reservations Agent Resume Examples & Samples

• Handles guests in the most courteous and efficient manner while responding to guest inquiries or concerns regarding the guest experience
• Anticipates guest needs and/or engages guest to capture all possible up-sell and cross-sell opportunities, and recommends appropriate solutions to the particular guest interaction to maximize these increased revenue opportunities
• Provides guest experience that meets or exceeds applicable industry rating standards (Forbes, AAA, Zagat, etc.), in addition to meeting established Contact Center standards for service excellence (i.e. Quality, Not Ready, conversion, etc.)
• Inputs guest information into unified desktop (GUI) computer system, ensuring maximum data integrity and accuracy
• Secures and processes advance deposits when making guest reservations
• Gives accurate directions to the resort and local attractions. Answers guest questions about local restaurants and attractions
• Makes necessary courtesy calls and follow up calls to all guest's issues. Coordinate with all other departments to ensure a smooth response to guest requests
• Perform all other job related duties as requested
• At least 3 years of customer service experience
• At least be able to type no less than 35 WPM
• Ability to identify problems and situations, refer to applicable policies and guidelines, identify practical options and recommend appropriate courses of action
• Ability to listen and understand customer. Anticipate customer needs. Ability to get positive results in adverse situations. Ability to maintain excellent guest service
• Ability to code, process, store, and track records and information accurately, efficiently and effectively, in a timely manner, and in accordance with policies and procedures to facilitate efficient search and retrieval, while maintaining confidentiality
• Ability to use standard computer programs such as word processor, intranet, e-mail to efficiently access, enter and retrieve data or information
• Ability to effectively sell by possessing the skill in effective and persuasive interpersonal styles/methods of communication to obtain customer acceptance for the purchase of services
• Working knowledge of Customer Support Policies, Standards and Procedures; Familiarity with organization's policies, standards and procedures guiding customer interactions
• Working knowledge of practices, tools, and techniques for communicating with a customer
• Have interpersonal skills to deal effectively with all business contacts
• Basic Knowledge of Windows-based computer applications
• Able to effectively communicate in English, in both written and oral forms

RN Call Center Resume Examples & Samples

• MN Licensed RN
• 2 years of clinical RN experience demonstrating solid assessment skills
• Must have computer skill level that will enable applicant to document in electronic medical record and schedule appointments
• Excellent listening and assessment skills
• Applies new methods for troubleshooting system concepts and theories
• BS or BA in Business Administration, Communications or Computer Science or at least 8 years of related work experience
• Must have clear, concise written and verbal communication skills

Call Center Outbound Resume Examples & Samples

• Proactively contacts prospective service providers via outbound phone calls and/or email in order to communicate the benefits of joining the SPN network
• Interacts with service providers and to encourage completion of SPN application requirements and track and manage the provider SPN membership through to its completion
• Reviews individual application progress, monitors applications for critical qualifications, credentials or certifications and contacts applicants to advise them on requirements, status, and procedures, as applicable through the use of documents, reporting and data in various databases
• Reviews customer requests in specific geographic areas and for specific product types; identifies service provider gaps and provide feedback to business leaders on replenishment strategies for the purposes of meeting the requirements of the SPN
• 2+ years sales and customer service experience required
• Ability to exercise independent judgment, interpret reports and identify trends, and research complex issues
• Excellent keyboard familiarity and data entry skills
• Computer skills, including proficiency using the Internet and Microsoft Office applications
• Strong verbal, written and telephone communication skills
• Clear speaking voice, with a good command of the English language
• Ability to perform multiple tasks with strong attention to detail
• Ability to periodically work flexible schedules based on business needs
• Ability to maintain a professional image at all times
• Frequent sitting, some standing and walking, bending and reaching as necessary
• Some college or Associate degree
• Telemarketing, Sales, or Recruiting Experience
• Bilingual (Spanish)
• Customer Service and recruiting or sales experience
• General administrative duties experience

Asia Pacific Call Center Intern Resume Examples & Samples

• Follow up on international account leads, missing information, W-8BEN updates, and initial deposits
• Set up international new accounts
• Process, file and scan existing and new accounts paperwork
• Assist in processing account maintenance requests, including account updates, fund deposits and withdraws
• Follow up on undeliverable emails and returned mail
• Answer incoming calls and instant messages, or emails regarding new account applications, account maintenance or other inquiries as authorized
• Must be able to speak, read, and type in English and Chinese (Mandarin required, Cantonese a plus)
• Quick and accurate data entry and typing skills in English and Chinese
• Excellent attention to details
• Ability to use multi-line phone system
• Ability to follow instructions
• Currently enrolled in an undergraduate program and attend classes at a local college or university with interests in business and financial services
• Support customer questions, technical, billing, etc via phone and email
• Assist our customers in troubleshooting realtor.com® and other products and services offered by Move™
• Data entry into proprietary data bases
• Must have working knowledge in various computer application; i.e. Microsoft Office, GMAIL, Internet Explorer, Instant Messenger and Chrome
• Must have High school diploma or equivalent
• Minimum one year of customer service experience (retail, food service industry, etc.)
• Basic computer skills (Windows based programs, Microsoft Office and Email)
• Must have understanding of internet navigation and tools
• *This is a work from home position after training has been completed, contingent on meeting all standard quality and performance criteria.***
• We are an inbound call center open 24/7 including holidays
• Assesses and triages immediate health concerns
• Identifies problems or gaps in care offering opportunity for intervention
• Coordinates services and referrals to health programs
• Prepares individuals for physician visits
• Manages utilization through education
• Special projects, initiatives, and other job duties as assigned
• Active, unrestricted RN license in the state of Missouri
• 2+ years of experience in any clinical setting
• Highly organized, self-directed worker with an ability to function in high volume environment
• Proficient level of experience with Microsoft Office applications, and strong technical aptitude
• Must live within a commutable distance of our Greensboro office location (50 minutes or 50 miles)
• Ability to work evening shifts on a rotating schedule including weekends
• Ability to work Monday - Friday during daytime hours for first 3-6 weeks for training
• Previous experience working with the geriatric population
• Home health experience
• Triage experience
• Case management experience
• Bilingual skills - fluency in Spanish/English is highly desired
• Adheres to the Tenet HIPAA Compliance Plan and the Privacy Standards Confidentiality Agreement
• Direct patient to proper exam/treatment room; prepare patients for examinations and other procedures, complete H&Ps and take vitals
• Assist physician with procedures as directed, when necessary, remove sutures and apply steri-strips, collect, label and document specimens and transport to laboratory for frozen sections, log all biopsy results; send copy to appropriate physician. Mix medications, give injections and is competent with IVs
• Instruct patients in all appropriate procedures
• Maintain, clean and/or sterilize medical equipment and instruments
• Utilize electronic health record for patient work-ups and tasks assigned
• Order and maintain inventories of supplies; set up stock areas for daily use; clean exam rooms between patient visits
• Evaluate daily schedules to accommodate patient flow; obtain necessary charts and charge tickets
• Post test results and physician dictation in patient charts; complete charge tickets, if necessary
• Receive chart requests and arrange transfer to other clinic departments
• Knowledge of third party payers regulations and requirements
• Knowledge of ICD-9 and ICD – 10 CPT codes
• Skill in exercising a high degree of initiative, judgment, discretion, and decision-making to achieve organizational objectives
• Skill in establishing and maintaining effective working relationships with employees, policy-making bodies, third-party payers, patients, and the public
• Skill in organizing work, making assignments, and achieving goals and objectives
• Ability to read, interpret, and apply policies and procedures

Telephone Triage Rn-fort Myers Call Center Resume Examples & Samples

• Associate or Bachelor's degree required
• 3+ years nursing experience required
• RN licensure in the state of residency required, other licensure may be required based on business need

Assessment Clinician Psych Call Center Days Resume Examples & Samples

• Provides crisis assessment and intervention for persons of all ages. These assessments may be conducted in EDS, and other locations as directed by the Compass Call Center
• Coordinate the patient's course of treatment with the doctor, hospital staff and the Compass Call Center
• MSW or Master's Degree in a relevant clinical behavioral sciences field (social work, counseling, psychology, etc.) OR RN from an accredited university
• Current Missouri and/or Kansas licensure or eligibility within 90 days of hire as a , LCSW, LSCSW, PLPC, LPC, LMFT, LMSW or RN
• Working knowledge of the DSM preferred
• Demonstrated knowledge or training in the developmental and emotional needs of patients of all ages

Call Center Scheduling Analyst Intermediate Resume Examples & Samples

• Develops hourly, daily, weekly and monthly historical reports from the automated call distribution and PC based contact management systems. Presents trend reports to management to assist in organizational development
• Designs and utilizes survey/reports to monitor and assess service center performance
• Develops and maintains user profiles/I.D.s. for the customer service representatives in the ACD and Contact Management systems (for skill based routing and scheduling purposes)
• Administrator of the Workforce Management System to forecast and produce schedules and show adherence for Customer Service Representatives for the Call Center
• Identifies changes in operations, budgets, quality of services or practices. Defines problems/issues; proposes and discusses solutions with appropriate parties. Determines need for automated data analysis and/or research project to assess current systems/procedures and develops new tools for data collection

Specialist, Technical Call Center Resume Examples & Samples

• Maintains high standards of professionalism and integrity
• Demonstrates strong organizational skills and time management skills
• Has a positive attitude and great customer service skills
• Must be flexible and adaptable – ability to complete a task under one role and immediately shift to another role within the job family
• Prioritizes work effectively, handles multiple tasks efficiently, and seeks assistance with task management as appropriate
• Demonstrates working knowledge of business processes and product/service features offered
• Interprets and applies systems knowledge and tools to manage customer requests
• Coordinates problem resolution with team and other departments
• Effectively offers internal and external customers alternative solutions based on available tools and information
• Works with moderate supervision/guidance and is accountable for individual results that impact the team
• Proactively communicates and proposes innovative solutions to management
• Applies developed knowledge and skills in own area with opportunity in acquiring/expanding higher level skills
• BS or BA in Bus Admin, Communications or Computer Science or at least 6 years of related work experience
• Strong written and verbal communication skills and customer focus

Call Center / Customer Service Resume Examples & Samples

• Document customer interactions information within the client , strengthening the link between the customer and the factory
• Build a professional relationship with customers to increase loyalty in the client products
• Ability to maintain professionalism with composure and resilience
• Resolve less common customer issues through a broad understanding of client processes, systems, and practices
• Ability to work in a cross-functional organization, building relationships and managing conflict with customer
• Ability to escalate internally and externally as required providing documentation throughout process
• Willingness to share information by providing assistance to peers while having openness to learning and contributing to the development of a positive work environment within Customer Care
• Support contact center quality improvements and response targets
• Effective time management skills
• Ability to be flexible with time constraints and scheduling if applicableSearch Jobs US

Call Center Chat / Email Specialist Resume Examples & Samples

• Receive and process customer inquiries through the mediums of chat, email and telephone in a professional and courteous manner based on current procedures
• Perform all internet and telephone inquiry functions for all Business Units
• Provide service to customers in a courteous, efficient manner with regard to account inquiries, comments, concerns and placement of orders
• Offer customer-focused solutions supported by facts, knowledge and experience
• As needed, engage in inbound and outbound selling activities to make sales and generate revenue
• Offer specials, including but not limited to, CS Specials, TOPS, and favorite things
• Identify customer need for additional SmileMakers/Fun365 product and offer appropriate suggestions for suitable items
• Communicate all written responses to customers in an accurate manner using proper grammar, phrasing and spelling
• Provide personalized customer service of the highest level and maintain all customer information confidential
• Navigate websites for all Business Units providing shopping assistance and technical support to the customer
• Assist customers with issues including, but not limited to orders, credits, refunds, expired prices, promotions, invoices, new accounts, return mailing labels, miscellaneous billing, and reships
• Display professionalism with customers, peers and management
• Receive and incorporate feedback to improve performance
• Meet Department production standards
• Work on special projects as needed, including but not limited to completing customer surveys and calling customers needing assistance
• Respond to a fluctuating volume of email, fax orders and telephone calls
• Abide by all policies and procedures of the Call Center Department and Oriental Trading Company
• High School Diploma or equivalent combination of education and experience
• SmileMakers and Fun365 Customer Service Agent training required
• Requires the ability to accurately type 45 words per minute
• Requires strong customer service skills with a solid overall understanding of SmileMakers and Fun365 products, procedures and order entry policies
• Sound knowledge of telephone etiquette
• Ability to multi-task and handle multiple projects

Medicare Secondary Payer Specialist GHP Call Center Resume Examples & Samples

• Use analytical/critical thinking skills to determine the nature of phone calls, appeals, and correspondence, follow Standard Operating Procedures (SOPs) to achieve call/case resolution
• Maintains complete accurate documentation of all customer interactions
• Provide accurate and timely responses to queries
• Escalate queries that are not routine or have special circumstances to supervisors in alignment with prescribed processes
• Call Center experience or equivalent experience in managing a high call volume within an office environment required
• Knowledge of HIPAA practices and experience in handling PHI preferred
• Ability to operate a computer and work with PC based software programs is required, basic skills with Microsoft Office Suite of tools including MS Word and Outlook are required, MS Excel is desired
• Ability to multitask in a deadline-driven work environment, using multiple systems at a given time
• Demonstrates responsiveness and a sense of urgency when dealing with customers
• Time management skills and ability to adhere to a structured work schedule
• Preference for candidates fluent in Spanish and English languages (both verbal and written)

Call Center Service Rep Resume Examples & Samples

• Answer customer requests (primarily over the phone) by accessing information in multiple systems (knowledgebase, desktop procedures, case studies and other reference systems)
• Resolve customer requests/issues by researching and taking additional steps as required. Route/refer cases for advanced support. Total ownership of case from inception to completion
• Partners with Leads, Managers, Payroll, HR Business Partners, and other stakeholders to successfully resolve problems or answer questions in a timely manner
• Document customer issues, research, and actions taken into the case management system
• Process transactions by collecting required information or backup documentation, including probing for additional information if unclear, performing data entry, mailing out requested documents, etc
• Perform back-office transaction processing (non-phone work) in support of HR functions. Transactions include reconciliation, data entry, mailing, filing, answering correspondence, and sorting and routing incoming mail
• High School diploma with at least 4 years additional education and/or experience
• Must be able to abide by the assigned work schedule and work a variety of shifts to support business needs
• Previous experience interacting with customers in a service environment required
• Proven customer service, problem solving and technology skills
• Proficient in MS Office applications – Word, Excel, PowerPoint
• Ability to type a minimum of 45 wpm
• Experience using ACD or telephony systems
• Experience using case management systems
• Understanding of databases and/or reference systems
• Communicate clearly and effectively (written and verbal)
• Effective listening and reading comprehension skills
• Knowledge of Human Resources and/or Shared Services practices
• General knowledge of LOA (Leave of Absence)
• General knowledge of Payroll and Timekeeping
• General knowledge of Travel Services and Travel concepts
• 6+ years experience in supervising and managing a customer support/service/call center operation
• Passion for stellar customer service and serving customers
• Ability to solve issues and maintain positive relationships
• Strong computer and typing skills
• Ability to effectively manage time, establish priorities and handle tasks

Call Center Engagement Specialist Resume Examples & Samples

• Respond to incoming provider and enrollee calls
• Resolve customer service inquiries which could include
• Enter notifications, Providers status of an existing notification and determining if notification is required
• Provide excellent customer service to both providers and enrollees
• Constantly meet established productivity, schedule adherence, and quality standards while maintaining good attendance
• 1 + year of Call Center Experience
• Previous experience working with Microsoft Office Outlook, Word and Excel
• Must be able to work early mornings, evening and Saturday hours when necessary
• Strong Computer Skills - including the ability to navigate and troubleshoot with ease
• Demonstrates working knowledge of system concepts and theories and how they are used in customers' businesses
• Identifies and resolves common systems issues
• Ability to effectively manage multiple tasks at a time, prioritize as necessary so that all clients receive the highest level of customer service

Call Center Routing Screening Professional Resume Examples & Samples

• Experience working in a call center, call center support, PM or quality related work
• CSSC/BSC experience is a plus
• Strong understanding of call center processes
• Strong listening and written/oral communication skills
• Strong attendance is key to success and necessary to meet objectives
• Must have ability to work independently and in team environment
• Accuracy in monitoring is critical to this position
• Maintains a desire to improve overall customer experience
• Assists in preparing detailed specifications from which programs will be written
• Analyzes problems, identifies the application area with the issues, and supports the technical teams in resolving them
• Assists in the analysis of business and user needs, documenting requirements and revising existing system logic
• Develops and maintains System and Process flow diagrams
• Supports the testing of the systems to ensure that the requirements are met
• Provides reports/data to more experienced Analysts for determining system integrity
• 2-3 years of WFM analytical experience or the equivalent
• Understands forecasts and staffing models
• Budget forecasting, trend forecasting and/or variance analysis knowledge
• Aptitude for quickly learning new systems and processes
• Must be available to work an 8 hour shift Monday-Friday between the hours of 9 am.-5:30 p.m
• Comprehensive knowledge of Microsoft Word and Excel
• Must have availability to work overtime as needed based on business needs during the peak season (January through March)
• Prior experience in the banking or finance field
• Bachelor’s degree in Accounting or related field
• Leads analysis of system reports and outcomes in order to determine system behavior, troubleshooting, and suggested improvements
• Evaluate business requirements and provide feedback based on analysis of system reports and outputs
• Serve as the liaison between business and systems analysts, developers and project management groups as it pertains to the results of system changes and behavior
• Present and evaluate system functionality and results objectively and facilitate conflict resolution
• 3+ years of experience system analysis and reporting
• 3+ years’ experience with MS Project, Word, Excel, Visio, PowerPoint

Infrastructure Solution Engineer Call Center Technologies Resume Examples & Samples

• 10+ years in infrastructure position or role where heavily involved in infrastructure implementations
• 8+ years of call center technology architecture, solutions, or design experience
• Mobile and Web chat, email, messaging, Webrtc integration a plus
• Strong network skills including SIP, RTP, TCP, and UDP protocols
• Telco carrier experience a plus
• Deep knowledge of distributed Compute and Storage design
• Knowledge of application deployment lifecycle
• Knowledge of secure from the start design principles and practical experience in large scale systems design
• Knowledge of database products and services (Oracle, SQL)
• Knowledge of cloud based technologies
• Experience with HA/SR design principles
• Knowledge of application development practices and management of lower environments (DEV and UAT)
• Very strong communications skills is a requirement
• Experience with Call Center Technology third party vendors a plus
• Service oriented
• Technical and service-oriented
• User support experience - an advantage (possible military experience)
• Ability and verbal and guidance
• Knowledge of operating systems
• Knowledge of MS Office

Customer Service Supervisor, Call Center Resume Examples & Samples

• Support and ensure your team provides superior service to customers; address customer issues and ensure effective and long-term problem resolution
• Manage all third party escalations to Customer Support
• Manage all store special orders and ensure they are being fulfilled accurately and in a timely manner
• Process customer orders and changes according to company procedures
• Build rapport with internal and external customer and interact with them in a warm, friendly and professional manner
• Suggest new ways to solve customer problems and improve the customer experience
• Prioritize call center responses and timeliness of follow-up based on urgency of call, and escalate unresolved issues in a timely manner
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions, implementing solutions, fulfilling requests
• Maintain call center database by ensuring third party time is maintained properly
• Enhance organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to the organization
• Maintaining an elevated customer experience
• Achieve incremental revenue targets
• Ensure all operational tasks of the order management system are completed daily; refunds, out of stocks, etc
• Manage all Medallia escalations and responses within 24 hour of submission to achieve e-commerce NPS goal
• Liaise / collaborate with all TR stakeholders (Marketing, Ecommerce, Stores, Merchandising, & Distribution)
• 1-2 Years of experience managing a Call Center or retail store
• Ability to coach and develop a team
• A proven track record of providing exceptional customer service and teamwork
• Strong computer skills and comfort in navigating multiple systems; proficient in Microsoft Office
• A strong passion for the fashion industry and the True Religion brand; strong interest in learning about our business and products
• Problem analysis and solving skills, demonstrating good judgment
• Detail and customer service oriented
• Will thrive in a fast-paced, high energy environment
• Team oriented, ability to work with a diverse customer base, ability to negotiate; strong sales skills
• Must be able to work flexible hours; schedules will vary
• Strong customer focus and relationship building skills
• High level of professionalism and integrity
• Luxury retailer preferred

Call Center Technical Manager Resume Examples & Samples

• 2 year degree or equivalent work experience
• 3-5 years of management experience in a call center environment
• 3+ years of experience in customer service voice, data, and internet. (Call center operations, installation, maintenance, or telecommunication circuitry) and/or related field operations
• Proficiency in MS Word, Excel, Power Point, and Microsoft Outlook
• Excellent interpersonal and relationship management skills
• Critical thinking skills
• Ability to work nights, weekend duty, on call, and extended hours as necessary
• Highly developed analytical skills and oral/written presentation ability
• 5+ years of management and operations experience in a technical support center or customer service call center operations environment
• Strong time management and multi-tasking skills in a fast paced nonstop environment
• Understanding of communication networking components (i.e., routers, LAN topology, Ethernet Network interface, etc.)
• Responds to incoming facility inquiries via telephone, written, and electronic requests in a prompt and courteous manner
• Handles inbound facility phone queue and provides first call problem resolution for Alere customers
• Prepares standardized suite of facility reports including: Pipeline Reports, Encounters Reports, Business Reviews, Patient Rosters
• Helps resolve service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; notifying the appropriate department for follow-up to ensure resolution
• Escalates service issues internally and documents all complaints per corporate standards
• Receives inquiries from other internal departments to resolve a variety of service related issues
• Responds to customer service requests for prescription changes and prepares the required documents. Maintains order/customer information files and communicates changes to the appropriate personnel/departments
• Handles outbound and inbound client correspondence to existing and new facilities or physicians, via telephone and e-mail, while providing superior Alere service
• Maintains subject matter expertise and uses resources effectively regarding Alere Home Monitoring services
• Educates clients on the process of obtaining complete documentation to appropriately prescribe patients for enrollment with Alere Home Monitoring services
• Collaborates with Demand Creation team to ensure new sales leads are captured and routed appropriately
• Takes inbound and makes outbound patient calls to confirm attendance at regional education and enrollment events
• Captures, reports, and maintains accurate and relevant information in Salesforce.com database and patient records
• Associate degree or equivalent with a minimum of three years relevant working experience
• Ability to work both independently and as part of the team
• Ability to multi-task and meet required deadlines
• Ability to make critical decisions within company guidelines
• Computer/Software Skills
• High Degree of Professionalism
• *This is a work from home position after training has been completed, contingent on meeting all standard quality and performance criteria. Must be able to work night shifts from 11pm-7am or 3pm-11pm Sunday-Thursday or Tuesday-Saturday.***
• Active, unrestricted RN license in the state of Florida
• Must live within a commutable distance of our Miami, FL office location (50 minutes or 50 miles)
• Ability to work Monday - Friday during daytime hours for first 6 weeks for training
• Bilingual skills (fluency in Spanish/English, both written and verbal)

Call Center Outbound Supervisor Resume Examples & Samples

• Maintain a working knowledge of all current and active research studies in
• Personable and willing to quickly build professional relationships
• Ability to effectively communicate and positively influence performance of
• In addition to meeting your production goals, there are the administrative needs such as consistent tracking, evaluation and explanation of employee performance reviews and discussions, including those that involve corrective action

Team Lead, Call Center Resume Examples & Samples

• Monitors daily team performance, individual staff metrics, manages break times
• Completes Call Observes for Quality. Motivates, coaches and develops technical and customer service skills of specialists
• Resolves scanner issues in a timely and effective manner. Handles escalated calls/emails
• Develops a positive team relationship by being supportive, visible and easily accessible on work floor
• Immediately addresses and coaches unprofessional or non-constructive behavior situations that occur
• Provides input to Manager regarding workload volume and staffing needs
• Provides and proactively encourages daily motivation and recognition
• Assists in taking phone calls or answering emails during peak periods or as needed
• Maintains a high level of industry knowledge as related to the company, PSC, scanner equipment, methods of transmitting, call campaigns and the daily functions and operations of the work floor
• Performs other duties as assigned by Manager
• Proficient with various computer applications; knowledge of Windows and Microsoft Office and able to sit at a desk for extended periods of time
• Customer Service, organizational, interpersonal, motivational skills and the ability
• To interface with all levels of staff and management
• Training/mentoring skills that focus on improving performance and morale
• Managing multiple priorities in a fast paced environment and results oriented
• Possesses a great attitude, professionalism, high level of energy, enthusiasm
• High School Diploma or GED equivalent or related work experience

Clinical Manager of Call Center Services Resume Examples & Samples

• *This position requires working evening/overnight shifts (3pm-11pm or 11pm-7am EST)***
• Coordinates, supervises, and is accountable for the daily activities of business support, technical or production team or unit
• Ability to collaborate with peers to improve service model performance
• Develops plans to meet short term objectives
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws
• Will be responsible to take incoming escalated calls, therefore must have proven ability to de-escalate consumers and the flexibility to support the inbound supervisor line between the hours of 5pm - 7am EST as well as weekend shifts
• Provides clinical expertise and support to nursing and support staff
• Supports excellent employee performance by mentoring staff, encouraging staff development, and assist with team member Human Resource activities
• Active, unrestricted RN license in your state of residence
• 3+ years clinical experience (any setting)
• 3+ years experience in a management, supervisory, and/or leadership role
• Must be able to accommodate overnight, weekend, and holiday hours
• Must reside in a location that can receive a UnitedHealth Group approved high speed internet connection or can leverage existing high-speed internet service
• Previous experience in a telephonic role
• A background in managed care
• Certified Case Manager (CCM)
• 3 year’s supervisory/leadership experience in a call center environment, strong Accounts Receivable knowledge - medical billing - reading and explaining EOB's and analytical skills, along with excellent verbal and written communication skills
• Knowledge of call center technology and systems
• Previous experience at balancing staff motivation with accountability
• Assume responsibility for Time and Attendance functions (ie: maintaining attendance logs, entering missed punches, etc)
• Complete midyear and annual performance appraisal documents for team
• Adhere to call center late night schedule which includes working until 9:00pm each evening
• Supervise and train departmental and support staff
• Monitor adherence to departmental and company policies and procedures
• Review daily time records and forward them to the time card approver
• Operate the switchboard to provide customer service
• Answer questions and connect internal and external callers with the appropriate individual or department
• Handle escalated calls from Call Center staff
• Log and report suspicious, nuisance or hostile calls to Security
• Review Call Center statistics daily, meet with Management to discuss
• Track staff vacations and leaves to ensure proper coverage
• Maintain all departmental standards, practices and goals
• 2 years of recent experience working as Supervisor in a Call Center or an environment with heavy incoming telephone calls
• Must be dependable/reliable person with excellent attendance record
• Must have exceptional customer service and communication skills
• Perform all Supervisory and Operator functions in a positive, professional and service centric manner
• Must be organized and continually providing updated reference material to staff
• Ability to listen carefully and respond quickly and effectively
• Able to learn and retain large amounts of general information about the company
• Must ensure the adherence of company policies regarding privacy and confidentiality
• Must be able to manage multiple telephone lines while referencing various materials
• Must be able to work overtime with short notice

Call Center Receptionist Resume Examples & Samples

• Candidate must have at least 1 year direct customer service contact experience, preferably in a medical facility
• Previous computer experience in a windows environment required such as would be gained working daily with computers for a minimum of one (1) year
• A knowledge of medical terminology and an understanding of health insurance guidelines are helpful
• The ability to maintain excellent customer service and composure while taking repetitive calls throughout the day
• The ability to deal with challenging telephone encounters, while providing excellent customer service
• Ability to work in a dynamic, fast-paced environment utilizing good decision making skills
• The ability to be positive and a good team player
• Perform multiple tasks with a high level of accuracy and insure quality communication
• Ability to learn and successfully utilize the electronic health record

Call Center Customer Care Representative Resume Examples & Samples

• Provide telephone technical support to existing customers, including diagnosing and trouble-shooting software and hardware issues
• Maintaining customers’ accounts and managing access to their respective products through our in-house system
• Responding to billing inquiries and resolving customer complaints
• Answering phones in a prompt, polite and friendly manner
• Promoting and selling various solutions and services
• Performing administration duties as needed
• Must have high school diploma or equivalent
• At least one year of customer service/technical support in call center environment
• Professional phone manner, including patience, empathy and a knack for understanding customer needs
• Excellent spoken English and verbal comprehension skills are essential
• The ability to diagnose and troubleshoot software and hardware issues
• Good working knowledge of operating systems (OS X, iOS, Windows and Android)
• Industry-recognized computer certificate, diploma or degree preferred, but not required
• Must be very willing to work in a heavy phone-based environment
• Hours: Must be able to attend training Monday through Friday from 8:30am to 5:00pm for the first 3 weeks. Regular working hours are any 8 1/2 hour shift Monday through Friday, between 6 a.m. and 6 p.m. – Except holidays. No Nights or Weekends!
• Competitive salary (plus monthly bonus incentive) and benefits including medical, dental, vision, 401(k), vacation and holidays

Call Center Unit Lead Resume Examples & Samples

• Coordinate unit call center operations and activities
• Monitor performance and provide feedback and coaching of staff to improve performance (perform QC evaluations)
• Manage inbound and outbound calls that are routine in nature, answer inquiries by clarifying information; researching, locating, and providing relevant information
• Follow procedures and scripts, using fundamental knowledge to navigate information systems and/or CRM system(s)
• Assist team members in maintaining and collecting sensitive case documents to ensure service level standards are met, or exceeded; and monitor the training and process needs of staff to support customer needs
• Work with Call Center Supervisor to schedule and organize personnel to effectively monitor call center coverage and production meets or exceeds quality standards
• Meet Quality Assurance, production requirements, and other key performance metrics
• Support and enforce call center expectations as well as departmental and corporate policies and procedures
• Listen attentively to customer needs and concerns; demonstrate empathy
• Track and escalate case issues, as needed
• Performs other duties as may be assigned by management
• Associates degree from an accredited college or university preferred
• At least one (1) year of relevant experience required
• Proficiency in Microsoft Office (Word and Excel)
• Leadership and team interaction skills required
• Experience working with culturally and linguistically diverse and disadvantaged populations in a courteous and effective manner
• Must be able to navigate and efficiently use customer relationship management (CRM) systems
• Excellent organizational, interpersonal, written, and verbal communication skills
• Ability to perform comfortably in a fast-paced environment
• Ability to work collectively and independently

Call Center Quality Associate Resume Examples & Samples

• Performs daily quality audits of the call center and/or operations personnel, including the monitoring of inbound and/or outbound telephone calls and other correspondence
• Conducts audits of the production activities of the assigned group (e.g., proof payment claims, credit returns, debit returns, rejects, etc.)
• Provides accurate and timely quality monitoring reports on quality issues, performance measures, and/or call center representatives. Provides feedback to managers regarding areas for improvement and recommended educational opportunities for staff. May provide feedback directly to staff as required
• Monitors the audit schedule to ensure compliance to the quality audit plan
• Recommends policy and procedure changes or quality audit plan updates based on quality monitoring trends
• Assists in the evaluation of quality audit disputes
• Assists training specialists with updates to manuals and other job aids, and may assist with training as necessary
• Consults with senior peers and/or management on non-complex projects to learn through experience
• In-depth knowledge of the company's products, services and business operations
• Knowledge of quality concepts, terminology, and objectives
• Knowledge of MS Office (e.g., Word, Excel and Access) required
• Thorough knowledge of the various call center areas and daily duties of personnel within the groups being audited
• Proficiency in the online tools required for the position being audited
• Excellent customer service, problem solving, organizational, and multi-tasking skills
• Strong analytical skills and the ability to see trends and patterns in data

Call Center Merchant Services Supervisor Resume Examples & Samples

• Monitors productivity of merchant service representatives and generates reports
• Monitors individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets
• Monitors service calls to observe employee demeanor, technical accuracy and conformity to company policies
• Answers questions and recommends corrective services to address merchant complaints
• Provides communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, merchant needs and company related issues, changes or actions
• Determines work procedures, prepares work schedules and expedites workflow
• Prepares weekly performance reports for frontline employees
• Circulates the room periodically every day to listen to conversations and provide instructions
• Remains available at all times for agents’ questions and concerns
• Checks the wait time for customers on hold to make sure they are not waiting unreasonable lengths of time
• Maintains call agent attendance records
• Provides helpful feedback and positive communication to motivate call agents
• Communicates any company policy and procedure changes to call agents
• Must have excellent leadership and management skills
• Must have superior written and verbal communication skills
• Should have excellent problem solving and negotiation skills
• Good organizational skills and attention to detail are essential
• Must have good interpersonal and active listening skills
• Exceptional customer / merchant service skills are a must
• Must successfully pass a criminal background and consumer credit check
• 24/7 shift flexibility
• 2-year minimum supervisory experience

Mortgage Loan Origination Customer Call Center Resume Examples & Samples

• High school education or equivalent work experience
• Excellent team player
• Daily, weekly, and monthly analysis of Key Performance Metrics, identify trends and key performance drivers
• Root cause analysis, communication, development of job aids all centered on ACS, NPS, customer feedback
• Develop district level team leader and associate ranking based on Key Metrics
• Travel required- 20% spending two days a month meeting with Director and District Facilitation Manager
• Assist in Team Leader development, support Call Center Managers in BtR auditing and feedback to Supervisors and Managers
• Ensure accountability driven to associate level in every metric
• Identify performance trends
• Experience in a sales environment requiring weekly/monthly sales goals, highly desired AND/OR
• Two years recent customer service experience with excellent job stability, required
• Conducts proactive consultative needs analysis with new and existing customers including the development of client centric product solutions. They are experts in all TWC products, services and packages in order to support the needs of our customers
• Answers inbound residential customer calls, covering a full range of Time Warner Cable services, including obtaining all information necessary for resolution of transactions. Calls must be handled in a timely and professional manner and in accordance with company policies and procedures
• Achieves all sales standards set for the department by following the established departmental policies and procedures
• Provides quality customer service over the phone, including information regarding products and services, billing, repair, collections and other types of inquiries
• Maintains call and data entry (ICOMS/CSG) accuracy levels of 95% or better
• Completes all other duties as assigned

Senior Manager Call Center & Assistant Branch Manager Resume Examples & Samples

• Minimum of 5 years of leadership experience in managing and building high performing teams
• Extensive knowledge of the Canadian investment industry, including financial products, markets, regulations and industry practices, typically acquired through extensive management experience within the on-line brokerage environment
• Proven management and leadership skills, with solutions focus
• Licensed with the IIROC as Supervisor ABM/BM
• Completion of the CSC and CPH (Canadian Securities Course and Conduct and Practices Handbook)
• Completion of the Branch Manager's Course
• Completion of the Partner, Director and Officers exam an asset

Call Center Implementation Project Manager Resume Examples & Samples

• Plans and coordinates all aspects of Call Center Implementation projects from initiation through delivery
• Manages project initiation activities that include identifying contractual obligations, client or business needs and goals, existing situation, necessary contacts, and access to existing information as needed
• Ensures requirements for internal projects align to operational standards. Develop alternate requirements or document exceptions as appropriate
• Develops, defines and executes project plans, project scope, activities, schedules, budgets and deliverables
• Identifies needed resources for projects, defines and assigns major project roles
• Coordinates activities and tasks among project team members, other internal departments and client or vendor/subcontractor organizations as needed to meet project goals and ensure project completion is on schedule, within budget constraints, and of the appropriate quality standards for the project scope
• Assigns and monitors work of project team, providing analytical support and direction
• Manages project risks, issues/problems, and activity progress to ensure project goals (e.g., deadline, scope and quality) are achieved. Assists with problem resolution or risk mitigation as needed
• Delivers informational and decision-seeking presentations to business groups in FIS and/or in client organizations
• Conducts project closure activities to formalize and communicate the project acceptance, handover documentation and ongoing activities to accountable teams and complete a post-implementation review to identify areas of improvement
• May directly oversee employees assigned to manage specific project that have a distinct beginning and end. Selects, develops and evaluates personnel to ensure the efficient operation of the function
• Identifies project management coordination gaps or areas for improvement, recommends and implements solutions
• Performs additional related duties as assigned
• Extensive knowledge of project management standards, processes, procedures and guidelines
• Knowledge of the industry project management best practices (i.e., Project Management Body of Knowledge - PMBOK)
• Knowledge of standards relevant to the financial services industry (e.g., ISO, Six Sigma)
• General familiarity with call center applications, including call flows
• Strong work ethic, dependability and flexibility are required
• Strong computer skills including MS, Excel, Word and Access
• Strong interpersonal and relationship management skills
• Ability to work productively in a fast-paced operations center environment
• Ability to communicate effectively with associates and all levels of management
• Knowledge of financial services industry
• Advanced skill in the use of project management software to manage projects (e.g., MS Project and auxiliary tools, such as earned value database, audit tools, project repository, including risk, issues and action items database, SLIM Estimate, Metrics and Control, PlanView, Platinum Process Continuum)
• Demonstrated skill in managing project budgets and timelines
• Skill in the use of negotiation techniques to reach agreement when there are widely-differing viewpoints
• Excellent analysis, problem-solving, team, conflict management and time management skills
• Ability to interact effectively with executive level clients
• Ability to set clear expectations, manage team performance and build high morale among team members
• Ability to maintain confidentiality and carry out assignments that are sensitive in nature
• Ensures the quality of Customer Service by monitoring, coaching and providing feedback
• Handles escalated customer issues
• Acknowledges performance through recognition, which may include team incentive programs with expected and actual results
• Monitors all team member activities including attendance, paid time off (PTO), training, and unpaid time off
• Manages adherence to Sears personnel policies, taking disciplinary actions when needed and documenting actions taken
• Provides an environment of open communication with all team members
• "Develops and maintains positive and professional relationships with senior management, peers and subordinates"
• Performs supervisory responsibilities, including, but not limited to: making employment decisions regarding hiring, promoting, demoting, and terminating; conducting performance appraisals; and coaching and developing associates

Medical Call Center Telecommunications Agent Resume Examples & Samples

• Work requires the interpersonal skills and a customer service orientation necessary to answer calls, relay messages and communicate effectively with internal and external callers in a tactful and respectful manner. Use a calm, tactful demeanor and appropriate communications during sensitive, emotional and crisis situations. Also requires the ability to appropriately handle angry and/or distressed callers
• Work requires strong communications skills, a pleasant friendly voice, and a professional appearance in representing the IS Telecommunications Department to medical staff, patients and the public. Also requires the ability to perform as a team member and work under pressure
• Work requires the ability to exercise critical thinking skills and the analytical ability necessary to initiate procedures for emergency situations, such as fire, medical emergencies, disaster drills, and security and maintenance emergencies; as well as the ability to multitask in a fast-paced work environment
• Work requires the availability to work all shifts, including in inclement weather, travel between multiple facilities as necessary; therefore requires reliable transportation. Employee will be required to rotate on call after hours and weekends. Individual must work with little or no supervision
• Requires computer knowledge and the ability to utilize software applications such as Microsoft Outlook, Microsoft Word and Internet Explorer, and additional software programs as implemented. Also must be able to multitask between various software applications

Associate, Will Call Center Resume Examples & Samples

• Determine requirements by working with customers
• Answer inquiries by clarifying desired information and providing information to customers
• Resolve problems by clarifying issues
• Fulfill requests by clarifying desired information
• Maintain Call Center storage by entering information
• Keep equipment operational by following established procedures
• Update databases and provide reports to management as needed
• Attend, follow up and resolve customer complaints and questions
• Coordinate package distribution (receiving, recording, returns)
• Assist in processing orders for customers
• Maintain inventory management (keep track, prevent loss, theft or damage etc)
• Other duties, responsibilities, and qualifications may be required and/or assigned as necessary

Call Center Representatives Resume Examples & Samples

• Flexible Schedules
• Personable and willing to quickly build professional relationships over the phone
• Able to explain difficult concepts in simple terms

Call Center Jobs Dallas Resume Examples & Samples

• Persuade reluctant respondents to participate in surveys and diaries
• Type of shift: Multiple shifts (Primarily PM)
• Flexible Schedules: 4-6 Hours/Day (PT)

Call Center Reprenstative Resume Examples & Samples

• Responds to basic, multiple customer inquiries and requests
• Minimum of 2 years of Call Center experience
• Life insurance experience preferred

Call Center Coaching Specialist Resume Examples & Samples

• Conducts quality review of Customer Care call content within functionally specific units to ensure quality service goals and standards are met and/or identify areas where improvement can be achieved
• Audits representatives' inbound and/or outbound phone calls and/or correspondence, observing performance, techniques, and application of guidelines and procedures
• Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively to callers
• Coordinates with department Team Leaders and Managers or designee to ensure appropriate numbers of coaching sessions are performed for each phone representative and to ensure representatives' availability during audit periods
• Evaluates and records the quality and performance during each call
• Summarizes findings and recommendations and forwards to supervisor to use in performance assessments and promotional decisions
• Provides feedback on uniform application of guidelines and procedures
• Provides critical data used to generate weekly or monthly reports on the performance of phone or email representatives
• Identifies adverse performance trends and patterns both on individuals and group levels
• Provides input and assists with the development of additional training or policy and procedure changes that may be required to enhance service productivity
• Provides coaching, advice and guidance based on audit findings, and delivers performance feedback to associates as outlined in business unit's policies and procedures
• Work with Customer Service management team to create a positive work environment conducive to CSR retention and job satisfaction
• Mentors newly hired representatives to ensure a smooth transition from learning environment to daily production environment and may participate in providing formal training
• In periods of excessive call volume, assists by taking inbound customer calls, handling customer emails or assisting with escalation
• Participates in meetings and presentations or other designated special projects as assigned by department management
• Maintains a comprehensive working knowledge of polices, procedure, and benefits across all product lines
• Recommends job aides and other tools to assist representatives in improving overall quality of interactions
• Read, analyze and interpret common company publications, policy and procedure documents
• Identify trends based on call types
• Heavily monitor and provide feedback on new product launches for both rep performance and process improvements
• Communicate clearly and effectively, orally and in writing
• Self-motivation, as well as the ability to work in a team environment
• Demonstrate initiative and work independently with minimal supervision
• Adapt, with minimal or no advanced notice, to changes in operations, products and work assignment or procedures
• Proven success in call center coaching/mentoring
• Ability to proficiently use all MS Office products
• Training development experience is a plus
• Plan and organize work to insure organizational and program goals are achieved
• Demonstrate cultural awareness and sensitivity in a variety of contexts
• Think proactively, anticipate and identify problems, gather information/data to analyze situations, and develop effective recommendations and solutions
• Ability to speak English and Spanish preferred
• Cannot be under any current active corrective actions

Referral Coodinator for Houston Call Center Resume Examples & Samples

• Coordinate scheduling of office visits for the referred patient
• Obtains pre-authorization from payers
• Knowledge of documentation required for physician appointments

RN / Triage / Weekender / Call Center Resume Examples & Samples

• Collects data pertinent to the healthcare consumer�s health or the situation
• Analyzes the assessment data to determine nursing diagnoses or issues
• Identifies expected outcomes for a plan individualized to the healthcare consumer or the situation
• Develops a plan that prescribes strategies and alternatives to attain expected outcomes
• Implements the identified plan, coordinates care delivery, and employs strategies to promote health and a safe environment
• Evaluates progress toward attainment of outcomes
• Practices ethically
• Delegates elements of care to appropriate healthcare workers in accordance with any applicable legal or policy parameters or principles
• Promotes shared governance, or facility decision making activities, developing and nurturing research to positively affect clinical outcomes and promotion
• Attains knowledge and competence that reflects current nursing practice
• Integrates evidence and research findings into practice
• Contributes to quality nursing practice
• Communicates effectively in a variety of formats in all areas of practice
• Demonstrates leadership in the professional practice setting and the profession
• Collaborates with healthcare consumer, family, and others in the conduct of nursing practice
• Evaluates her or his own nursing practice in relation to professional practice standards and guidelines, relevant statutes, rules and regulations
• Utilizes appropriate resources to plan and provide nursing services that are safe, effective, and financially responsible
• Practices in an environmentally safe and healthy manner

Agent, Techical Call Center Resume Examples & Samples

• Demonstrates both depth and breadth of knowledge of multiple systems and products and how they are used in customers' businesses
• Diagnoses and supports complex system and device problems/issues
• Coordinates problem resolution and escalation process
• Acts as team lead, informing and educating other team members about system and device resolution techniques
• BS or BA in Bus Amin, Communications or Computer Science or 4 years of proven work experience
• 1-2 years as a senior agent or senior coordinator in a call center environment
• Displays patience and tolerance and interacts effectively with all levels of internal and external staff in problem solving and stressful situations
• Knowledge, skills & abilities
• Knowledge of CPT codes, medical terminology, insurance plans, and ICD 10 codes
• Thorough understanding of billing and collections requirements
• Understanding of the different payer plans and good understanding of A/R
• Ability to multi-task and adapt to a fast-paced, dynamic environment
• Must be analytical, detailed, and organized
• Must be customer and patient centric
• Professional demeanor with excellent communication skills and telephone etiquette
• College degree or equivalent experience is a plus
• Minimum experience
• 3+ years experience in a call center environment
• 3+ years experience in genetic billing preferred, especially in a clinical laboratory

Call Center Operation Manager Resume Examples & Samples

• Reviews performance against targets through periodic governance meetings. Report performance against plans. Provide approvals and guidance as needed for the appropriate improvement plans
• Supervise the team captains; provide strong leadership and motivation to ensure achievement of performance objectives. Ensure accurate & timely execution of customer service contact center activities and productivity and quality standards are consistently achieved. Ensure also that the team captains provide appropriate coaching to the staff, focusing specifically on performance feedback
• Takes charge of hiring and termination, reward and recognition performance management, discipline and termination practices. Ensures fair and equitable treatment of staff including interpreting and adhering to Employment agreements and all other policies, including Privacy Legislation and Code of Conduct
• Creates staff training and development plans to ensure customers receive professional and quality responses to requests, questions and to enhance employee retention
• Supervises the effective utilization of staff. Monitors idle time within and across teams. Is responsible in ensuring collaborative teamwork is practiced and evident across the Centre. Ensure that work standards (schedule adherence, average work times, etc) are being met according to the expectations set for the teams
• Work with internal and external stakeholders in resolving issues related to customer service operations activities
• Collaborate with related departments regarding customer and business issues to promote positive interdepartmental relationships which foster excellent customer service
• Monitor business processes through error tracking and performance reporting. Identify and implement process improvements as required
• Manage and reduce costs on standard offerings, assets, technologies, licenses, facilities, subcontractors (where required)
• Manage recruiting, staffing, pyramid mix, utilization, cost-to-serve, and capacity of staff to optimize balance between cost and delivery targets
• Deliver efficiencies through standard processes and synergies
• Implement standard service level agreement (SLA) and other financial/operational metrics
• Resolve performance issues with delivery leadership
• Formalize delivery plans for the service delivery operations(s) with service group delivery leadership
• May develop supplier/vendor/sub-contractor strategy for service delivery operations
• Minimum 4 years’ experience in a customer service contact center environment
• Good analytical and planning skills
• Strong leadership and sense of delivery ownership
• Possess excellent organizational skills
• Ability to motivate others and drive team retention
• Ability to identify root causes of problems and implement continuous improvement initiatives
• Ability to work in a fast-paced deadline driven environment
• Ability to manage a team of multi-cultural agents in a fast paced environment
• Proactive with a strong work ethic and eagerness to ‘go the extra mile&#8217
• Resourcefulness and creative thinking
• Proficiency in use of Microsoft Applications

Customer Call Center Prof Resume Examples & Samples

• College Degree or equivalent experience; advanced studies/degree preferred
• Typically has 2-4 years related experience
• Working knowledge of the Loan Prospector (LP) Automated Underwriting engine
• Knowledge of Agency Conforming Underwriting Guidelines
• Business knowledge and thorough understanding of the primary and secondary mortgage markets, with primary concentration and relevant, recent experience in Loan Origination functions
• Superior analytical, math and technical skills
• Ability and desire to work in a structured, team oriented customer support environment
• Must be able to type a minimum of 40 words per minute

Human Capital Management GS Bank Call Center Business Partner Resume Examples & Samples

• Analytical mind-set and strong technical skillset – excellent quantitative skills, data analysis, and problem solving skills
• Flexibility to work across a diverse range of projects (i.e. strong quantitative skills combined with aptitude for talent management initiatives) with different stakeholders (HCM and GS Bank clients)
• Strong project manager who is highly organized with excellent attention to detail and follow through
• Can work well under pressure, prioritize, multitask and operate autonomously in a deadline driven environment
• Experience supporting a call center in a human resources capacity, understands the nuances of a call center population and can bring expertise to the role
• Demonstrated client service and ability to build relationships across different levels, functions and regions
• Results-oriented -- ability to balance multiple, time-sensitive projects while maintaining a longer term, strategic focus
• Mature professional with strategic mindset and ability to think conceptually, influence stakeholders and drive excellent execution

Call Center Lead Resume Examples & Samples

• Supervise the day to day activities of the call center operators
• Must be Proficient with typing, Microsoft Word, Excel and Outlook
• Ability to interact effectively and professionally, and provide exceptional customer service both internally and externally at all times
• Must have strong administrative support experience and excellent communication skills
• Must be able to multi-task in a fast paced environment
• Must possess strong telephone etiquette, communications and organizational skills
• Team player with exceptional interpersonal skills
• At least 5 years’ experience working call center or similar customer service role is preferred
• Experience managing direct reports in a call center environment preferred
• High School Diploma/GED required; 2 or 4 year college degree in a related field preferred
• Receives inbound retention calls from current customers, for sales and revenue generation, in a high-intensity call center environment
• Utilizes proactive persuasive/retention skills to turn requests for disconnection or downgrade into sales and save opportunities by identifying customer needs
• Responsible for achievement of monthly key performance metrics, call and order entry productivity standards, and call quality performance through utilization of persuasive skills, defined call flow structure, and adherence to provided schedule
• Maintains a high level of professionalism and customer service during all customer interactions
• Understands and promotes current marketing campaigns in order to sell to or save customers accurately and effectively
• Maintains accurate records of retention activities on a daily basis
• Provides outstanding customer service, troubleshoot and resolve service and minor technical problems for customers by asking appropriate questions
• Accountable for compliance to company and department policies and ethical standards which include attendance and payroll processes
• Resolve customer complaints and defuse situations calmly and courteously
• Creatively negotiates pricing and bundling by making offers of credits and/or discounts according to Company guidelines
• Excellent interpersonal skills to work effectively with teams throughout organization
• Excellent ability to persuade others through indirect influence
• Demonstrated ability to seek out and seize opportunities and take initiative with little or no direction
• Demonstrated ability to establish collaborative customer relationships in a fast-paced environment
• Demonstrated capacity to thrive in a high-change, often ambiguous business environment
• 1+ years in a sales quota or retention environment
• 2+ years of experience required in related field (i.e. Retail, Training, Indirect Sales, etc.)

Supervisor Reno Call Center Resume Examples & Samples

• Ensures that the data collection is of the highest quality
•  Develops and implements strategies for measuring data collection work product quality
•  Manages the activities of staff assigned to the telephone center
•  Deliver timely and reliable reports of the activities of the telephone center as requested
•  Provides written and verbal evaluations to members of their team
•  Acts as an advisory figure to guide associates toward success
•  Motivates team members to exceed production goals while maintaining data integrity
•  Projects enthusiasm for the company and maintains positive interactions with others
•  Performs other duties as required
• Hands-on supervisory experience, preferably in a research environment
•  Knowledge of the market research industry
•  Excellent communication skills, both written and oral
•  High degree of technical proficiency
•  Proven organizational skills
•  Demonstrates flexibility with regards to schedule and duties
•  Excellent interpersonal skills required
•  Ability to make decisions/solve problems independently following general policies
•  Ability to work effectively with all levels of staff and with clients
•  Ability to use creativity/initiative to enhance efficiencies and quality of phone center
•  Demonstrates a professional and positive attitude
• 3 months Telephone Interviewer experience

CSR With Call Center Experience Resume Examples & Samples

• Respond to and resolve on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence
• Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to include managing their health and well-being by selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider
• Assist customers in navigating myuhc.com and other UnitedHealth Group websites and encourage and reassure them to become self-sufficient
• Demonstrated ability to listen skillfully, collect relevant information, determine immediate requests and identify the current and future needs of the member
• All new hires will be required to successful complete the UnitedHealthcare Operations Customer Service Advocate training classes and demonstrate proficiency of the material
• Health care experience preferred
• Associate degree or higher preferred

Patient Service Rep-endocrinology Call Center Resume Examples & Samples

• Assists in the assessment of patient needs and health plan by taking vital signs, history, medication listing, assessing visual acuity and determining chief complaint. Assesses patients’ physical and mental status
• Completes all necessary documentation in the patient’s medical record in accordance with practice’s charting policy
• Prepares equipment and assists physicians with medical treatments, exams and medical procedures
• Administers prescribed oral medications and gives intramuscular and subcutaneous and intradermal injections. Performs venipunctures, CLIA-Waived and non-CLIA Waived lab testing
• Maintains a clean, orderly and safe environment for patients and visitors. This includes cleaning, sterilizing, and storing instruments in accordance with practice policies. Stocks rooms in preparation for the daily work schedule. Takes inventory of medical and exam room supplies
• Complies with established personal protective equipment requirements necessary for protection against exposure to blood and other potentially infectious body fluids, chemical disinfectants, radiation, and other hazardous substances
• Arranges for specialized consultations and appointments for testing as ordered by the physicians. Notifies appropriate insurance personnel to pre-certify surgeries or tests ordered by the physician or other health care provider, which require pre-certification by the insurance company
• Answering office phones, assisting front desk in scheduling appointments and directing calls appropriately
• Assists in checking out patients and assists them with referral processing and scheduling process
• Assist in other functions of the physician practice as needed
• Basic understanding of medical terminology
• Knowledge of medical office procedures and process
• Knowledge of clinical equipment, supplies, and instruments
• Understanding of documentation required for physician office visits
• Knowledge of the purposes, organization, and policies of the local community's health systems sufficient to interact with other health care providers
• Knowledge of the policies and procedures of a clinic sufficient to provide effective patient care
• Skill in problem solving
• Skill in computer hardware and software use
• Ability to obtain vital signs and record them correctly
• Ability to use medical equipment, supplies and instruments
• Ability to understand and carry out written, oral and/or graphic instructions
• Ability to set priorities among multiple requests

Senior Director Call Center Resume Examples & Samples

• Strategic and Critical Thinking skills
• Direct Marketing Experience - develop, measure and execute and fulfillment of marketing campaigns
• Strong experience with time share package
• Strong Ability to execute
• Strong workflow process skills
• Strong understanding of call center environment
• Ability to build relationships and work within a team environment for mutual success
• Strong Excel modeling and analytical skills
• Excellent interpersonal, writing and presentation skills
• BA/BS/Bachelor’s Degree
• 10+ years related experience
• 10+ years of Management or supervisory experience
• Analyzing complex strategic issues and defining executable business cases and plans as well as integrating best practices
• Influencing and working successfully with varied audiences (senior leaders in the organization in multiple functions)
• Developing relationships, generate respect and trust from many internal and external constituencies
• Structuring and driving business processes/plans through complex, global organizations
• Driving and exceeding Business Performance
• Proven success in operations intensive environment
• Works well in a multi-functional team environment, building consensus to attain common goals
• Operational experience; multifaceted, proven ability to handle a diverse range of internal and external challenges and opportunities
• Excellent verbal and written communication skills for internal communication with proven ability to build consensus and execute plans in a team environment
• Excellent marketing, sales and management skills
• MS/MS/Master’s Degree

Related Job Titles

8 Call Center Resume Examples & Writing Guide

Land a call center job with a resume that gets you hired. Our guide provides 8 real resume examples and step-by-step tips to showcase your customer service skills. Learn how to write each critical section, from your summary to work history. Plus, discover key skills to include. Follow our expert advice to create a resume that wows hiring managers.

A strong resume is very important when applying for call center jobs. Hiring managers go through many applications, so your resume needs to quickly show that you have the right skills and experience for the role.

In this article, you'll find 8 real-life examples of call center resumes that worked. You'll also learn useful tips for making your own resume stand out. These ideas will help you highlight your customer service skills, problem-solving abilities, and any call center experience you already have.

By the end of this guide, you'll know exactly what to include in each section of your call center resume. Whether you're applying for your first call center job or looking to move up in your career, these strategies will give you the best chance of landing an interview. Let's jump right in and start with the resume examples.

Common Responsibilities Listed on Call Center Resumes

• Answering inbound customer calls and providing information, support, and assistance
• Handling customer complaints, inquiries, and requests in a professional and courteous manner
• Maintaining and updating customer records and databases
• Meeting or exceeding call quality and efficiency metrics, such as average handle time and customer satisfaction scores
• Upselling and cross-selling products or services to customers when appropriate
• Collaborating with team members and supervisors to resolve complex customer issues and improve processes
• Adhering to company policies, procedures, and scripts while on calls
• Participating in ongoing training and development programs to enhance skills and knowledge
• Escalating calls to supervisors or specialized departments when necessary
• Troubleshooting and resolving technical issues related to products, services, or customer accounts
• Maintaining a positive and professional demeanor, even when dealing with difficult or upset customers
• Documenting call details, customer interactions, and outcomes in the company's CRM system
• Flexibility to work various shifts, including evenings, weekends, and holidays, to provide 24/7 customer support

How to write a Resume Summary

Crafting an outstanding summary or objective section in your resume is a critical step towards drawing the attention of potential employers in your journey to land a desirable role. As a call center representative, you'll be aware of the need for clear and effective communication, and these skills should reflect in your resume as well. This introduction serves as an appetizer to entice potential employers to delve deeper into your professional portfolio, hence its significance.

Understand the Purpose of a Summary/Objective Section in a Resume

A resume's summary or objective section is intended to encapsulate your professional experiences, skills, and unique attributes in just a few sentences. It sets the stage for the remainder of your resume by giving the reader a snapshot of who you are as a professional. Whether you're an experienced call center representative or just starting, a strategic, well-constructed summary or objective can certainly demonstrate your value and commitment to potential employers.

In some cases, your summary/objective section can be a determining factor whether your resume gets duly considered or overlooked by hiring personnel.

Approaches to Writing a Summary/Objective Section

There are more than a few ways to approach writing your objective or summary section, and the better suited approach depends greatly on your level of experience in the field and the expectations/demands of the role you're vying for. Simply put, it's essential to align your summary or objective section with your personal experience level and the specific role you're applying for.

If you're an experienced call center representative with several years of practical knowledge, your summary might focus more on your range of experience, crucial milestones, or key domains where you've had significant impact.

Conversely, if you're seeking an entry-level position or making a career transition into a call center role, your objective statement might be more focused on the transferable skills you bring to this new role and your eagerness to learn and grow as a professional.

Key Components of a Summary/Objective Section

Relevant Experience: Discuss your professional background in clear, concise terms. Make certain to highlight any specially relevant experience that aligns with the call center position you're seeking.

Transferable Skills: Highlight the skills you've developed that are relevant to the role you're applying for. As a call center representative, these might include excellent verbal and written communication skills, fluency in multiple languages, conflict resolution, or customer service.

Professional Traits: Avoid generic descriptions and go for clear, specific traits you possess that are valued in the call center industry. These could range from patience and empathy to efficiency and accuracy.

Career Goals: While it's crucial to make your summary/objective about your past experiences and current abilities, also remember to provide a peek ahead. Briefly state your goals for progress in the call center industry. It shows future-focused thinking and professional ambition.

In sum, when writing the summary/objective section of your call center resume, aim to showcase your professional narrative concisely and compellingly. Make it serve as enticing exposition that propels the reader to learn more about your professional journey. Be mindful to adapt your approach depending on your experience level and directly tie your summary or objective to the role for which you're applying. With a captivating summary or objective section, you’ll be well on your way to making a powerful first impression with your resume.

Remember, this section - though short - can significantly influence an employer's first impression of you. Make sure it's a great one!

Strong Summaries

• Dedicated call-center professional with over 7 years of experience in customer support roles. Skilled in maintaining excellent communication, solving problems, and handling customer inquiries and complaints. A consistent track record of meeting performance benchmarks in all areas.
• Experienced call-center representative with a demonstrated history of working in high-pace, demanding businesses. Noted for exceptional multi-tasking abilities, and highly flexible schedule. Excels in providing courteous and diligent customer service.
• Customer Service Specialist with 5+ years in call center environments. Proven abilities in problem-solving, troubleshooting and providing high-class customer service. Ready to ensure customer satisfaction and contribute to company success.
• Energetic Call Center Operator skilled in connecting with people and building relationships. Offers strong interpersonal and task management skills. Expert in handling high-stress situations and resolving customer inquiries in a timely manner.

Why these are strong ?

These examples are good because they each provide a slightly different angle on a similar theme -- each one highlights the person's experience in the field, their skill set, and then communicates a unique strength or characteristic that sets them apart. They not only talk about their role-specific skills, but also encompass broader skills like problem-solving, multi-tasking, and customer service that are valuable in any job. Statements like 'excellent communication', 'highly flexible schedule', 'problem-solving', etc., can make the candidate more appealing to potential employers.

Weak Summaries

• In my previous jobs, I was just talking with clients on the phone, nothing too complex. Now looking for a call center job
• I had a job where I had to answer phone calls and solve some issues. Now looking seeking my next opportunity.
• I was part of my last company's call center team doing some stuff like answering phone calls and handling customer complaints. Excited for my future career moves.
• I was a call center employee at my old work. I talked to angry customers and worked with people. Ready for my next job now.

Why these are weak ?

The 'bad' examples provided do not show any unique or specific attributes that would set the applicant apart from others. They are vague, overly simplistic and lack details. It does not provide insight into the applicant's experiences, accomplishments or skill sets, but rather reduces their previous role to 'just talking to customers'. The language is also too informal (e.g., 'doing some stuff'). The lack of specificity and professionalism in these statements could signal to potential employers that the applicant does not take their work seriously or that they lack the necessary skills.

Showcase your Work Experience

A work experience section on your resume doesn't merely list the places you've worked and the duties you've managed. It showcases the skills, knowledge, and experiences you've gained during your work life. The purpose is to convince hiring managers you're the right fit for their open position, even without them meeting you.

Understand The Job You're Applying For

First off, you need to understand the job you're applying for. Look carefully at the job description. Identify the skills, experiences, and achievements that the role requires. You would aim to align your work experience with these requirements.

Tailor Each Job Description To Match The Role

Instead of mentioning every job you've ever had, focus on the most relevant ones that can contribute build a solid argument on your candidacy. Under each former role, avoid merely listing your job duties. Instead, discuss your responsibilities and package them as achievements and successes.

Quantify your achievements and impact in each role using specific metrics, percentages, and numbers to demonstrate the tangible value you brought to your previous employers. This helps hiring managers quickly grasp the scope and significance of your contributions.

Use Action Words And Numbers

Remember, you’re trying to impress your future employer, so begin each point with an action verb to add a punch to your statements. Also, quantify your accomplishments where possible to give more substance to your achievements.

Show Casing Your Skills

Align the skills you discovered or improved during your previous roles with the ones the employer is in need of. Keep in mind though, you shouldn't just mention a skill, but give evidence of how you've used it effectively.

It's Not a One-Size-Fits-All

Every resume is unique, yours included. Don’t use the same phraseology for every job application. Customize your resume to suit the job you're applying for. In every word that follows your name on your resume, remember your objective: to convince the reader that you are worth considering for the role.

Always put yourself in the recruiters' shoes and answer this question: "If I were the hiring manager, would I hire this candidate based on the work experience provided?"

Strong Experiences

• Managed inbound and outbound calls in a timely manner
• Identified customer needs and provided appropriate solutions
• Responsible for maintaining a high level of professionalism with clients
• Proactively identified operational challenges and proposed solutions
• Achieved 95% customer satisfaction rate in resolving issues quickly and efficiently
• Increased team efficiency by sharing product knowledge and customer service techniques
• Recognized consistently for performance excellence and contributions to success in the customer service industry

These examples are good because they clearly outline the responsibilities and achievements of the person. Terms like 'managed', 'identified', 'responsible', and 'achieved' denote action which employers appreciate. These bullet points also quantify achievements, like '95% customer satisfaction rate', 'increased team efficiency', making them more concrete and believable. An employer can easily understand the candidate's role, skills, and accomplishments, which could increase their chances of being shortlisted for an interview.

Weak Experiences

• Worked in call center.
• Employee at a call center.
• Did stuff at a call center.
• Got promoted in my call center job.
• Handled a lot of calls.

These examples are all considered bad examples for bullet points in the work experience section of a resume for a Call Center. They are all very vague and don't give the potential employer any specifics about what the applicant has accomplished. 'Worked in call center' and 'Employee at a call center' don't offer any detail about the type of work performed or the applicant's responsibilities. 'Did stuff at a call center' is slang and unprofessional; it also lacks detail. 'Got promoted in my call center job' offers more information, but it doesn't say what role the person was promoted to or how they excelled in their duties to earn that promotion. Finally, 'Handled a lot of calls' is too general and doesn't quantitatively demonstrate the individual's accomplishments or capabilities.

Skills, Keywords & ATS Tips

In the bustling world of Call Centers, two types of skills often stand out: hard skills and soft skills. Each plays a crucial role in ensuring you shine in your role and make a lasting impression on both your team and your customers.

Hard Skills in a Call Center Resume

Hard skills refer to those abilities you can clearly determine and measure. They are often tied to technical know-how or specific task-based skills. In call centers, this could mean being proficient in a certain language, having a fast typing speed, or being able to navigate customer relations management (CRM) software smoothly.

Such skills are the concrete building blocks of your resume. They provide a clear and reliable snapshot of what you can do which can help prospective employers quickly recognise your value. More importantly, these skills can significantly improve your chances of making it past initial screenings, such as those implemented by applicant tracking systems (ATS).

Soft Skills in a Call Center Resume

While hard skills may provide the foundation of your abilities, it’s your soft skills that give shape to your potential and how you function in a team. Soft skills are non-technical abilities that impact how you work and communicate with others. Since call centers often involve a lot of people interaction, having robust soft skills is paramount.

Key soft skills may include active listening, problem-solving, excellent communication, and empathy, among others. These skills can help you manage difficult situations, resolve conflicts, and lead with a customer-centric approach - all of which are vital in call center environments.

Link Between Keywords, ATS, and Matching Skills

In the age of technology, keywords have become pivotal in bridging the gap between your skills and the job you're applying for. Keywords represent the specific skills or experiences that a job description asks for.

For example, if a call center job description mentions the phrase "customer service experience", it becomes a keyword. Incorporating such phrases in your resume can make it relevant to that particular job, thereby increasing your chances of being shortlisted.

Applicant Tracking Systems, or ATS, are automated systems used by many employers to scan, sort, and rank job applications. These systems often rely heavily on keywords. That’s why using the right keywords can mean the difference between your resume being noticed or being lost in the shuffle.

To have the most effective resume, ensure that it mirrors the vocabulary or the 'language' used in the job description, covering both hard and soft skills. The more your resume speaks the employer's language, the higher the chances it will make it past these ATS and grab the employer's attention.

In essence, hard skills, soft skills, and the right use of keywords create a powerful combination that can help your call center resume rise above the rest. It’s about showcasing your technical prowess while at the same time demonstrating your ability to connect with others. Add a sprinkle of strategic keyword usage, and your resume will not only pass through Applicant Tracking Systems but also capture the interest of your prospective employers.

Top Hard & Soft Skills for Full Stack Developers

Hard skills.

• Customer Service
• Technical Support
• Problem Solving
• Inbound Calling
• Outbound Calling
• Multitasking
• Product Knowledge
• Billing Solutions
• Sales Strategies
• Telecommunications
• Conflict Resolution
• Crisis Management
• Telemarketing
• Software Usage
• Collections
• Fraud Detection
• Safety Adherence
• Record Keeping
• Familiarity with CRM

Soft Skills

• Communication
• Active Listening
• Stress Management
• Friendly Demeanor
• Negotiation
• Cultural Sensitivity
• Flexibility
• Critical Thinking
• Self-Motivation
• Time Management
• Reliability
• Positive Attitude
• Conflict Management
• Decision Making
• Self Control

Top Action Verbs

Use action verbs to highlight achievements and responsibilities on your resume.

• Followed-up

Education & Certifications

In adding education and certificates to your resume as a call center agent, your first step is to create a section titled 'Education'. Here, you'll list the schools you've attended in reverse chronological order (most recent first), including the degree/diploma/certificate obtained and completion date. For specific certifications, create a separate section titled 'Certifications'. Detail the certification title, issuing body, year granted, and validity period, if applicable. Notably, always tailor these sections to highlight relevant education and certifications for the job you're applying for.

Some of the most important certifications for Call Centers

Specifies requirements for customer contact centers, including staff management and development.

Recognizes call centers that meet objective and quantitative best practice standards.

Resume FAQs for Call Centers

What is the best format for a call center resume.

The most effective format for a call center resume is the reverse-chronological format. This format emphasizes your most recent work experience first, which is important for call center hiring managers. It also makes your resume easy to read and highlights your career progression.

How long should a call center resume be?

A call center resume should typically be one to two pages long. If you have less than 10 years of experience, aim for a one-page resume. If you have more than 10 years of experience or are applying for a senior-level position, a two-page resume is acceptable. Always prioritize relevant information and be concise.

What are the most important skills to include on a call center resume?

When writing a call center resume, focus on skills such as customer service, communication, problem-solving, and technical proficiency. Highlight your ability to handle high-pressure situations, multitask, and meet performance metrics. Tailor your skills section to match the requirements mentioned in the job description.

How can I make my call center resume stand out?

To make your call center resume stand out, use a clear and professional format, and include a strong summary statement that showcases your most relevant skills and experiences. Quantify your achievements whenever possible, such as mentioning the number of calls handled per day or customer satisfaction ratings. Additionally, customize your resume for each job application to demonstrate your fit for the specific role.

Call center agents are the voice of a company, handling customer inquiries, complaints, and support requests. Core responsibilities include active listening, providing excellent service, and resolving issues. To craft a standout call center resume, highlight customer service experience and strong communication skills. Emphasize your ability to handle stressful situations with poise. Use a clean format and incorporate metrics that showcase your proficiency.

Highly motivated and customer-centric professional with over 5 years of experience in call center operations. Proven track record of consistently exceeding performance metrics and delivering exceptional customer service. Skilled in conflict resolution, problem-solving, and building strong relationships with clients. Seeking a challenging role in a dynamic call center environment to leverage my expertise and contribute to organizational success.

• Consistently achieved top 5% in key performance metrics, including first call resolution and customer satisfaction scores.
• Handled escalated customer complaints and complex inquiries, successfully resolving issues and restoring customer confidence.
• Mentored and trained new hires, fostering a supportive team environment and ensuring adherence to company standards.
• Collaborated with cross-functional teams to identify process improvements, resulting in a 15% reduction in average handle time.
• Recognized as "Employee of the Month" three times for outstanding performance and commitment to customer service excellence.
• Consistently met and exceeded daily, weekly, and monthly sales targets, contributing to a 20% increase in revenue.
• Demonstrated expertise in product knowledge and provided tailored solutions to meet customer needs and preferences.
• Maintained a high level of professionalism and composure when handling challenging customer interactions.
• Actively participated in team meetings and provided valuable insights to improve call center processes and customer experience.
• Received multiple positive customer feedback reports, highlighting my dedication to delivering exceptional service.
• Quickly adapted to new product lines and efficiently handled a high volume of inbound customer inquiries.
• Maintained accurate and detailed customer records using CRM software, ensuring timely follow-up and issue resolution.
• Collaborated with teammates to share best practices and develop strategies for handling complex customer scenarios.
• Proactively identified opportunities for process improvements and made recommendations to management.
• Consistently received positive feedback from customers for my friendly demeanor and effective problem-solving skills.
• Effective Communication
• Adaptability
• CRM Software
• Call Handling
• Complaint Handling
• Quality Assurance

A bank call center employee serves as the voice of the institution, handling customer inquiries, resolving issues, and providing detailed account information over the phone. Success requires excellent verbal communication skills, the ability to problem-solve effectively, and a strong commitment to outstanding customer service. When crafting your resume for this role, highlight any prior experience interfacing with customers via calls or in-person. Emphasize your proficiency with relevant banking software, products, and procedures. Demonstrate your capacity to remain calm, empathetic, and professional in potentially stressful situations. Clearly convey your passion for helping others and resolving customer concerns.

Highly motivated and customer-oriented professional with a proven track record in providing exceptional support in fast-paced call center environments. Adept at handling complex inquiries, resolving customer concerns, and maintaining a positive attitude under pressure. Committed to delivering superior service and fostering long-term customer relationships.

• Consistently achieved a 95% customer satisfaction rate by providing prompt and accurate assistance to a high volume of callers
• Demonstrated expertise in resolving complex banking issues, including account disputes and fraudulent activity
• Collaborated with cross-functional teams to implement process improvements, resulting in a 20% reduction in average call handling time
• Received the "Employee of the Quarter" award twice for outstanding performance and dedication to customer service
• Trained and mentored 5 new hires, ensuring they were equipped with the necessary skills and knowledge to succeed in their roles
• Handled an average of 80 inbound calls per day, addressing a wide range of banking inquiries and concerns
• Maintained a 98% adherence to schedule and consistently met or exceeded key performance metrics
• Developed a comprehensive knowledge base of banking products and services, enabling me to provide accurate and tailored solutions to customers
• Participated in a pilot program to test new call center software, providing valuable feedback and suggestions for improvement
• Volunteered to take on additional responsibilities during peak call volumes, demonstrating adaptability and a strong work ethic
• Provided exceptional customer service to a diverse client base, handling an average of 60 calls per day
• Maintained a thorough understanding of bank policies and procedures to ensure compliance and minimize risk
• Assisted in the development and implementation of a new training program for incoming call center representatives
• Consistently exceeded sales targets by identifying opportunities to cross-sell and upsell banking products and services
• Collaborated with the fraud prevention team to identify and report suspicious account activity, helping to protect customers' financial assets
• Attention to Detail
• Banking Knowledge
• Sales Skills
• Call Center Software

A Call Center Manager oversees all operational aspects of an inbound and/or outbound call center. Their resume should highlight proven leadership skills and the ability to motivate teams, implement effective processes, and drive key service metrics. Relevant experience managing call center staff, training programs, and quality assurance initiatives is essential. Quantify achievements such as increased customer satisfaction scores or reduced wait times. Tailor your resume to each specific role's requirements.

Seasoned call center manager with over 12 years of experience in leading high-performing teams to deliver exceptional customer service. Proven track record of implementing efficient processes, driving key performance metrics, and fostering a positive work culture. Adept at leveraging data analytics to optimize operations and enhance customer satisfaction.

• Oversee a team of 50+ call center representatives, providing guidance, coaching, and performance evaluations
• Implemented a comprehensive training program, resulting in a 25% reduction in average handle time and a 30% increase in first-call resolution
• Collaborated with cross-functional teams to streamline processes and improve customer experience, leading to a 20% increase in customer satisfaction scores
• Developed and monitored key performance indicators (KPIs) to ensure consistent quality and productivity
• Introduced a gamification program to boost employee engagement and motivation, resulting in a 15% decrease in staff turnover
• Assisted in managing a team of 30 call center agents, providing day-to-day support and guidance
• Implemented a quality assurance program, conducting regular call monitoring and feedback sessions, resulting in a 15% improvement in customer satisfaction
• Developed and delivered training sessions on product knowledge, sales techniques, and customer service best practices
• Analyzed call center metrics and provided recommendations to senior management for process improvements
• Mentored and coached high-potential agents, resulting in a 20% internal promotion rate
• Led a team of 15 customer service representatives, ensuring high levels of customer satisfaction and efficiency
• Developed and implemented a peer-to-peer coaching program, resulting in a 10% increase in team performance
• Collaborated with the training department to create and deliver customer service training modules
• Conducted regular team meetings and one-on-one sessions to provide feedback, guidance, and support
• Recognized as 'Team Leader of the Year' for outstanding leadership and team performance in 2014
• Call Center Management
• Team Leadership
• Performance Management
• Training and Development
• Data Analysis
• Process Improvement
• Coaching and Mentoring
• Workforce Management
• Vendor Management
• Budgeting and Forecasting
• Change Management
• Emotional Intelligence

An inbound call center representative handles customer inquiries and complaints via phone, requiring excellent communication, multitasking, and problem-solving abilities. When writing a resume, highlight experience managing high call volumes using CRM systems and providing exceptional customer service. Quantify achievements like call handling times, resolution rates, and satisfaction scores. Emphasize active listening, empathy, and the ability to calmly resolve conflicts.

Dedicated and skilled inbound call center professional with a track record of delivering exceptional customer service and efficiently resolving inquiries. Adept at building rapport with customers, identifying their needs, and providing tailored solutions. Demonstrates strong active listening skills, empathy, and a knack for problem-solving in high-volume environments.

• Consistently exceeded call quality and customer satisfaction metrics, ranking in the top 5% of the team.
• Resolved an average of 100+ customer inquiries per day, maintaining a 95% first-call resolution rate.
• Demonstrated adaptability by quickly learning new products and services, ensuring accurate information delivery to customers.
• Received multiple 'Employee of the Month' awards for outstanding performance and commitment to customer service excellence.
• Managed a high volume of inbound calls in a fast-paced environment, addressing a wide range of customer inquiries and concerns.
• Maintained a 98% customer satisfaction rating by actively listening to customers and providing personalized solutions.
• Developed and maintained a comprehensive knowledge base of company products and services, enabling accurate and efficient customer support.
• Assisted in the training and onboarding of new team members, fostering a supportive and collaborative work environment.
• Proactively identified opportunities for process enhancements, contributing to a 10% improvement in overall team efficiency.
• Achieved a 120% average monthly sales target by effectively identifying customer needs and recommending relevant products and services.
• Maintained a deep understanding of product features and benefits, enabling effective communication and persuasion during sales interactions.
• Demonstrated active listening skills and empathy, building strong rapport with customers and increasing customer loyalty.
• Collaborated with the sales team to develop and implement successful sales strategies, contributing to a 25% increase in overall sales revenue.
• Provided constructive feedback and insights to management, facilitating continuous improvement of sales processes and scripts.
• Problem-Solving
• Cross-selling

As a Call Center Director, you'll spearhead the operations and team management of a bustling inbound/outbound call center. Coordinating staff, monitoring metrics, and upholding compliance are daily responsibilities, with a constant focus on implementing strategies to elevate the customer experience. When crafting your resume, emphasize your leadership prowess, extensive experience managing call center teams, and proficiency with relevant technologies and performance metrics. Highlight notable achievements in optimizing operations and driving customer satisfaction to truly stand out.

Results-driven Call Center Director with over 15 years of experience in optimizing contact center operations, driving customer satisfaction, and leading high-performance teams. Proven track record of implementing innovative strategies to improve efficiency, reduce costs, and enhance the customer experience. Adept at leveraging technology to streamline processes and deliver measurable results.

• Spearheaded the implementation of a new CRM system, resulting in a 25% increase in customer satisfaction scores and a 15% reduction in average handle time.
• Developed and executed a comprehensive training program for 200+ call center agents, improving first-call resolution rates by 20%.
• Implemented a data-driven approach to workforce management, optimizing staffing levels and reducing labor costs by 12%.
• Collaborated with cross-functional teams to identify and resolve process inefficiencies, resulting in a 30% increase in overall productivity.
• Led the successful transition to a remote work environment during the COVID-19 pandemic, ensuring business continuity and maintaining high levels of employee engagement.
• Managed a team of 150 call center agents across multiple locations, consistently exceeding key performance metrics and service level agreements.
• Implemented a quality assurance program that improved customer satisfaction scores by 18% and reduced customer churn by 10%.
• Developed and launched a successful upselling initiative, generating an additional $1.5 million in annual revenue.
• Optimized call routing and IVR systems, reducing average wait times by 25% and improving overall customer experience.
• Mentored and coached team leaders, fostering a culture of continuous improvement and employee development.
• Led a team of 75 call center agents, consistently meeting or exceeding key performance indicators and service level agreements.
• Implemented a robust training and development program, improving employee retention rates by 20% and reducing new hire ramp-up time by 30%.
• Developed and executed targeted outbound calling campaigns, generating over $500,000 in additional revenue annually.
• Collaborated with IT and operations teams to identify and resolve system issues, minimizing downtime and ensuring seamless customer support.
• Conducted regular performance reviews and provided constructive feedback to team members, fostering a culture of accountability and continuous improvement.
• Call Center Operations
• Workforce Optimization
• Training & Development
• Budgeting & Forecasting
• CRM Systems
• Upselling & Cross-selling
• IVR & Call Routing

Customer service call center representatives interact with customers, addressing inquiries, complaints, and issues with excellent communication skills, problem-solving abilities, and patience. When crafting a resume, clearly highlight relevant experience along with skills like multitasking, empathy, and any customer service training. Use action verbs, quantify achievements, ensure a clear flow, and carefully proofread for a polished document within the specified word count.

Dedicated customer service professional with over 8 years of experience in fast-paced call center environments. Proven track record of consistently exceeding customer satisfaction metrics and efficiently resolving complex issues. Skilled in de-escalation techniques, active listening, and building rapport with customers from diverse backgrounds. Adept at navigating multiple software systems and maintaining composure under pressure.

• Consistently maintained a 95% customer satisfaction rating, exceeding the company target by 10%
• Handled an average of 80 inbound calls per day, addressing a wide range of customer inquiries and concerns
• Developed and implemented a new training program for incoming customer service representatives, reducing onboarding time by 20%
• Collaborated with cross-functional teams to identify and resolve systemic issues, resulting in a 15% reduction in call volume
• Recognized as "Employee of the Month" three times for outstanding performance and commitment to customer service excellence
• Maintained a 90% average customer satisfaction rating, consistently ranking among the top 5 performers on the team
• Handled a high volume of inbound and outbound calls, addressing customer inquiries, troubleshooting technical issues, and processing orders
• Demonstrated expertise in multiple software systems, including Salesforce, Zendesk, and Microsoft Office Suite
• Participated in a special project to update the company's knowledge base, improving the accuracy and accessibility of information for all customer service representatives
• Received multiple commendations from management for exceptional problem-solving skills and customer focus
• Achieved an average customer satisfaction rating of 92%, consistently exceeding the company target
• Handled a diverse range of customer inquiries and complaints, demonstrating strong active listening and problem-solving skills
• Collaborated with the sales team to identify upselling and cross-selling opportunities, contributing to a 10% increase in revenue
• Volunteered to train new hires on company policies, procedures, and best practices for customer service
• Recognized by management for maintaining a positive attitude and fostering a supportive team environment
• Customer service
• Active listening
• Problem-solving
• Conflict resolution
• Time management
• Microsoft Office Suite
• Call handling

A Call Center Team Lead oversees a team of customer service agents, monitoring performance metrics, implementing coaching and training programs, and ensuring adherence to quality standards. Key responsibilities include managing escalations, analyzing data to identify areas for improvement, and fostering a positive team environment. When writing a resume for this role, emphasize leadership experience in a call center or customer service setting. Highlight strong communication skills, both verbal and written. Quantify accomplishments through metrics like customer satisfaction scores, handle times, or quality audit results. Tailor your resume to the specific job requirements, using relevant keywords from the posting.

Highly motivated and experienced Call Center Team Lead with over 8 years of success in driving team performance, enhancing customer satisfaction, and optimizing operational efficiency. Proven ability to lead and mentor diverse teams, implement best practices, and foster a positive work environment. Adept at analyzing metrics, identifying areas for improvement, and implementing strategic solutions to achieve organizational goals.

• Led a team of 25 customer service representatives, consistently achieving key performance metrics and exceeding targets by 15%
• Implemented a comprehensive training program that reduced average call handling time by 20% and increased first call resolution by 25%
• Collaborated with cross-functional teams to identify and resolve process bottlenecks, resulting in a 30% improvement in overall operational efficiency
• Conducted regular performance reviews and provided constructive feedback, coaching, and development opportunities to team members
• Spearheaded the implementation of a new CRM system, streamlining workflows and enhancing data accuracy
• Consistently achieved top 5% performance ratings among a team of 50 representatives
• Developed and delivered training sessions on effective communication and problem-solving techniques, resulting in a 15% increase in team performance
• Handled complex escalations and high-priority customer issues, maintaining a 95% customer satisfaction rating
• Collaborated with the quality assurance team to identify areas for improvement and implement corrective actions
• Mentored and coached new team members, facilitating their successful onboarding and development
• Handled high volume of inbound customer calls, consistently meeting and exceeding key performance indicators
• Demonstrated strong problem-solving skills and ability to de-escalate challenging customer situations
• Collaborated with team members to share best practices and improve overall team performance
• Participated in cross-functional projects to enhance service quality and streamline processes
• Received multiple recognition awards for outstanding customer service and commitment to excellence
• Communication Skills
• Coaching & Mentoring
• Stakeholder Management
• Workforce Planning

As a Call Center Supervisor, you'll spearhead the daily operations of the customer service team, ensuring exceptional support and adherence to service standards. Your role entails managing a dynamic group of representatives, monitoring performance metrics, identifying training needs, and implementing strategies to enhance efficiency and customer satisfaction. When crafting your resume, emphasize your extensive experience in customer service, leadership, and conflict resolution. Highlight relevant certifications, proficiency in call center software and CRM tools, and your exceptional communication and interpersonal skills. Quantify your achievements, such as improving response times or customer satisfaction ratings, to demonstrate your impact.

Seasoned call center professional with over 8 years of experience in leadership roles, driving operational excellence and delivering outstanding customer service. Proven track record of building and leading high-performing teams, implementing process improvements, and achieving key performance metrics. Skilled in coaching, conflict resolution, and fostering a positive work environment.

• Supervised a team of 25 call center agents, ensuring consistent achievement of service level agreements and key performance indicators
• Implemented a comprehensive training program, resulting in a 20% reduction in average handle time and a 15% increase in first call resolution
• Led the transition to a new CRM system, collaborating with IT and training teams to ensure a smooth rollout and minimal disruption to operations
• Conducted regular performance reviews and coaching sessions, resulting in a 95% employee retention rate and increased employee satisfaction scores
• Developed and implemented a quality assurance program, leading to a 25% reduction in customer complaints and improved overall customer satisfaction
• Consistently exceeded performance targets, maintaining an average customer satisfaction score of 98% and an average handle time of 6 minutes
• Served as a mentor and trainer for new hires, contributing to a 30% reduction in new hire ramp-up time
• Identified and escalated complex customer issues to appropriate departments, ensuring timely resolution and minimizing customer churn
• Participated in cross-functional initiatives to improve call center processes, resulting in a 10% increase in overall efficiency
• Recognized as 'Employee of the Month' three times for outstanding performance and contributions to the team
• Handled a high volume of inbound customer calls, consistently meeting or exceeding quality and productivity targets
• Demonstrated strong problem-solving skills, effectively resolving customer issues and complaints
• Assisted in the development and implementation of a new script for upselling products, resulting in a 15% increase in revenue per call
• Received multiple positive customer feedback reports, highlighting exceptional service and professionalism
• Call center operations
• Team leadership
• Performance management
• Coaching and mentoring
• Process improvement
• Quality assurance
• CRM systems
• Upselling techniques
• Workforce management
• Training and development
• Data analysis
• Effective communication

Call Center Representative Resume Examples and Templates for 2024

• Resume Examples

How To Write a Call Center Representative Resume

• Resume Text Examples

To create a strong call center representative resume, you’ll want to translate your day-to-day job responsibilities into achievements, such as exceeding customer satisfaction metrics or improving client retention. Emphasizing your value to your teams, customers, and organizations is the best way to make a lasting impression on the hiring manager. Throughout this guide, we’ll provide expert advice to help you craft an accomplishment-driven resume.

• Entry-Level
• Senior-Level

1. Create a profile by summarizing your call center representative qualifications

Your professional profile is often the first thing the hiring manager reads on your resume. To grab the attention of prospective employers, you want to provide a concise yet compelling snapshot of your career. In the first sentence, you should detail your job title, years of experience, and three to four specializations that align with the job posting. By highlighting your qualifications, companies can quickly determine if you are a suitable candidate upon reviewing your resume.

Senior-Level Profile Example

A call center representative with seven years of experience answering complex health insurance queries and resolving customer complaints. Achieved recognition for professionalism, patience, and efficiency in high-volume call center environments. Successfully led efforts to improve customer satisfaction and loyalty.

Entry-Level Profile Example

A Call Center Representative with two years of professional experience providing quality customer service within the hospitality industry. Adept at handling high call volumes on a daily basis and identifying opportunities to enhance client satisfaction.

2. Outline your call center representative experience in a compelling list

Your professional experience section should highlight your strongest career achievements as a customer service professional. Utilizing KPIs and metrics is important here, as this allows you to show prospective employers that you have a strong track record of meeting or exceeding call center targets. Other notable contributions include training new hires or refining call center scripts. These types of details will help differentiate you from the competition during your job search.

Senior-Level Professional Experience Example

Senior Customer Service Representative, TD Bank, New York, NY October 2015 – Present

• Develop new scripts in collaboration with the call center manager and provide training to customer service representatives on best practices, reducing average call times from three minutes to two minutes and 30 seconds
• Provide support to customer service representatives for escalated issues, maintaining a customer satisfaction rating of 91%-93% YOY
• Deliver education to customers on banking products and financial services

Entry-Level Professional Experience Example

Call Center Representative, Marriott Hotel, Minneapolis, MN May 2022 – Present

• Achieved a customer satisfaction score of 92% and exceeded all key performance indicator targets, including call length and conversion rates
• Fielded inquiries from existing customers and potential guests, provided support for hotel bookings and rescheduling, and successfully upsold suites
• Communicated with empathy, patience, and understanding and identified solutions to ensure guest satisfaction and diffuse conflicts

3. List any education and certifications relevant to call center representatives

In addition to your education, consider featuring industry certifications on your resume. Although these are often not mandatory, this small detail may help set you apart from the crowded field of applicants during your job search. One option is to obtain a Certified Customer Service Specialist (CSS) credential relevant to almost any field. Another approach is to pursue a specialized certification to show your knowledge of your target industry. For example, if you worked in a call center for a bank, obtaining an entry-level certification in banking products or financial services may be beneficial.

Certifications

• [Certification Name], [Awarding Organization], [Completion Year]
• Certified Customer Service Specialist (CSS), Coursera, 2017
• Call Center Associate Certified, Management and Training Institute, 2016
• [Degree Name]
• [School Name], [City, State Abbreviation] [Dates Enrolled]
• Bachelor of Science (B.S.) Communication
• SEATTLE CENTRAL COLLEGE, Seattle, WA September 2012 – June 2016

4. List your call center representative-related skills and proficiencies

To ensure your resume reaches the hiring manager, you must comply with Applicant Tracking Systems (ATS). Most organizations use software algorithms to parse resumes for specific keywords that match the job description. If your resume lacks key terms, your application may be automatically rejected. To get your resume into the hiring manager’s hands, you should incorporate key skills and terminology that match the job posting. Below, you’ll find a list of keywords that you may encounter during your job search:

1. What are the most in-demand skills for call center representatives that should be featured on a candidate’s resume? Please include both hard and soft skills. -

Regarding technical skills, many call centers have metrics their representatives must adhere to with call handling times and net promoter scores (NPS). Did you work in a call center environment? What technology and tools have you worked with (Microsoft Suite, call center software, video conferencing, etc)?

Stats around NPS can help you highlight soft skills regarding your customer service abilities on a resume. Include team or individual goals that were hit or consistency of metrics attained.

One error I see candidates make is not including the years spent in their previous roles. You don’t need the exact dates, but try to include the MM/YY - MM/YY you were in a role. Longevity in past roles may be a critical factor for recruiters to remember, especially if training takes longer for their company.

2. What work experience and/or other accomplishments are hiring managers seeking in a call center representative? -

Hiring managers want to know about your past call center experience. Have you used a multi-line phone system? Have you worked in a call center or from home? How long have you spent in a customer service role, and are you looking to do this type of work long-term? 

Keep note of the metrics you have hit in previous call center environments, or be ready to speak to customer satisfaction and your conversation control tactics if you don't have stats to share.

Hiring managers will also want to know your methods to quickly connect with customers, help them feel heard, and how to de-escalate tense situations. Be prepared to share examples of how you have approached each situation in the past.

If you don’t have any call center experience, determine what cross-functional expertise you have that could be applicable. Be prepared to speak to moments where you went above and beyond to help a customer. Hiring managers want to see examples of exceptional customer service and how you’ve made a difference.

3. What else should a call center representative candidate be prepared to provide hiring managers besides a resume? -

Some companies require customer service assessments as a part of their interview process; usually, the exercise entails speaking with a hypothetical customer and helping them through specific scenarios. Also, a cover letter is likely unnecessary for customer service roles unless you don’t have the specific experience they’re looking for or the job posting asks for one specifically.

4. What advice would you give a call center representative candidate about their job search? -

Start by knowing your needs. What schedule are you available for, and what days and times would be a deal breaker for you to work? Many call centers are 24/7 and can be hiring for various shifts, so make sure you are clear about your work availability because it may come up in the application and the interview process.

Consider what interests you, and then start researching companies aligned with those interests. Having a passion for a company's mission or product will only help you stand out in the call center representative interview.

Move quickly! Feel free to apply when you see a role of interest to you. In this candidate market, roles may only be posted for a few days to collect applications. Keep your resume updated and ready to share at a moment's notice.

How to Pick the Best Call Center Representative Resume Template

Using a well-organized, straightforward template is recommended for call center representative resumes. If your template features a variety of flashy colors and bulky graphics, you may inadvertently draw the hiring manager’s eyes away from your career achievements. You should also select a template that uses a top-down approach rather than splitting multiple sections across the same line of the page.

Call Center Representative Text-Only Resume Templates and Examples

Mina Sayed (123) 456-7890 [email protected] LinkedIn | Portfolio Minneapolis, MN 12345

• Call Center Operations
• Communication
• Client Relations
• Customer Service

Professional Experience

• Field inquiries from existing customers and potential guests, providing support for hotel bookings and rescheduling and successfully upselling suites
• Communicate with empathy, patience, and understanding and identify solutions to ensure guest satisfaction, diffusing conflicts

Call Center Representative, Flowers.com, Minneapolis, MN June 2021 – May 2022

• Manage inbound sales inquiries related to products and promotions and quickly establish rapport with customers over the phone
• Regularly exceed targets related to call volume, sales conversion, and customer satisfaction by building relationships with clients
• Utilize in-depth product knowledge to answer customer queries regarding products, shipping, ingredients, potential allergens, and order placement

Bachelor of Arts (B.A.) Communication University of Minnesota, Minneapolis, MN September 2010 – June 2014

Skyler Thompson (123) 456-7890 [email protected] LinkedIn | Portfolio Seattle, WA 12345

A Call Center Representative with seven years of experience answering complex health insurance queries and resolving customer complaints. Achieved recognition for professionalism, patience, and efficiency in high-volume call center environments. Successfully led efforts to improve customer satisfaction and loyalty.

Call Center Representative, Washington Health Insurance Inc., Seattle, WA October 2018 – Present

• Accurately respond to inbound phone calls using designated script, active listening skills, and extensive product knowledge to solve customer queries
• Provide facilities, doctors, and members with accurate information regarding effective dates of coverage, claims history, medical benefits, and deductible and copay amounts
• Field billing inquiries and resolve customer complaints quickly and accurately
• Ensure compliance with Protected Health Information (PHI) and HIPAA regulations

Call Center Representative, Longman Storage Solutions, Seattle, WA June 2016 – October 2018

• Answered 100+ inquiries daily from customers nationwide looking for storage solutions
• Utilized product knowledge to answer customer queries, upsell products, determine ideal storage unit size and location, and reserve units or arrange in-person inspection
• Performed data entry on customer names, addresses, phone numbers, and credit card details into customer relationship management software
• Conflict Resolution
• Medical Terminology

Bachelor of Science (B.S.) Marketing Seattle Central College, Seattle, WA September 2012 – June 2016

Joseph Corbin (123) 456-7890 [email protected] LinkedIn | Portfolio New York, NY 12345

A customer-focused Call Center Professional with 10+ years of experience in high-volume inbound and outbound call centers. A proven track record of interfacing with diverse clientele and identifying opportunities to improve the customer experience. Adept at building relationships and mitigating conflicts.

Call Center Representative, Rogers Technical Institute, New York, NY June 2013 – October 2015

• Conducted 50+ outbound calls daily and fielded over 100+ inbound inquiries per day from customers interested in pursuing information technology education
• Exceeded key performance indicator targets by up to 30% regarding call length, conversion rate, and customer satisfaction
• Trained four new employees on sales script recitation, product knowledge, conflict resolution, and data entry practices
• Inbound and Outbound Call Handling

Bachelor of Business Administration (B.B.A) Columbia University, New York, NY September 2009 – June 2013

Frequently Asked Questions: Call Center Representative Resume Examples and Advice

What are common action verbs for call center representative resumes -.

It’s easy to find yourself running short on action verbs during the resume-building process. In many cases, there’s only a limited number of verbs you can use to convey your professional experience and accomplishments. That being said, using a variety of action verbs can enhance the reading experience for the hiring manager and keep your content fresh. To help you out, we’ve compiled a list of action verbs you can use to craft your bullet points:

How do you align your resume with a job description? -

According to the Bureau of Labor Statistics , jobs for call center representatives, also known as customer service representatives, are expected to decline by 4% from 2021 to 2031. This projection equates to about 105,300 fewer jobs. This decline is mainly due to the increase in automation. Interactive voice response and internet self-service systems are expected to increase, and many companies answer queries via social media, online help desks, and mobile apps. Despite this, over 389,400 new job openings are forecasted each year.

To secure the most lucrative opportunities, carefully align your resume with the job description. Suppose an organization seeks a call center representative who excels in conflict resolution. In that case, you should provide examples of using de-escalation techniques to calm anxious callers and maximize customer satisfaction. Tailoring your application to each job posting will significantly increase your odds of landing the interview.

What is the best call center representative resume format? -

Reverse chronological is the recommended format for call center resumes. This format ensures that your most recent accomplishments are showcased toward the top of the document. Functional resumes are skill-based documents that avoid lengthy descriptions of responsibilities and achievements. Although this may seem appealing initially, it doesn’t provide prospective employers with enough information to differentiate you from the competition.

If you choose to submit a cover letter alongside your resume, you’ll want to call out the organization you’re applying to directly. If you take the time to mention something about the company’s reputation and why it draws you to apply for the position, this will show prospective employers that you’ve done your research beforehand. These small details often make all the difference during the hiring process. For more information, read our call center representative cover letter guide .

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Call Center Resume & Guide

When you are on the hunt for a new Call Center Representative position, it is essential to check out clear and professional example resumes first.

With hundreds of other Call Center Representatives looking for a new job every day, you want to make sure your resume stands out by being both informative and intriguing. Have a look at our 2020 Call Center Resume & sample guide.

What you can read in this article

Call Center Resume Examples

Or download these resume examples in PDF at the bottom of this page for free

The Call Center Resume Writing Guide

What to highlight.

No matter how long you have been working as a Call Center Representative, there are some key things that every employer wants to see on your resume.

Since a Call Center Representative’s job is very metrics-driven, potential employers want to know what your average call times are, how many calls you took per day, and what your first call resolution rates were. They also want to know what level of the call center you are comfortable working on, for example, if you were the first person a customer would talk to (L1) or if you received escalated or complex calls (L2 / L3).

Next, an employer wants to see what type of environment you were in, including the number of people in the call center and the industry. There is a big difference between working alongside five coworkers versus working alongside 500 other representatives.

Lastly, an employer wants to know what kind of issues you were dealing with on your calls. Did customers call you to discuss billing issues? Or did they call to inquire about new products or services? Be as concise as you can and explain all of the types of calls you are familiar with fielding.

Resume Sections

1. Contact Information : Name, Address, Email, Phone Number, Nationality

2. Profile : 1 – 3 sentences giving a broad overview of your profession, years of experience in the industry, and specific areas of specialty (ex. Billing, Products & Services, Technical Troubleshooting)

3. Employment History : Showcase your employment history and include a list of your daily responsibilities. If you are new to being a Call Center Representative, you can add other employment (ex. Server, Sales, etc.) to show you have work experience. If you have been in the industry for a while, only include your Call Center Representative experience.

4. Education/ Certifications/ Coursework/ Training : It is not necessary to have more than a high school diploma to be a Call Center Representative. If you have a degree, list it here. You can also add any special training or certifications that you have received.

5. Key Skills : List of key skills that you possess. These should reflect the key skills that are listed as required in the job postings you are applying for.

6. Languages : This is very important for Call Center Representatives. List all languages you can speak, including your level of proficiency.

Call Center Representative Job Description & Responsibilities

No matter how long you have been a Call Center Representative, try incorporating these responsibilities under your employment history:

• Answering inbound calls in a friendly and courteous manner
• Using the appropriate dialing systems to make outbound customer/ client calls
• Discussing billing or technical issues with a customer, researching the issues, and providing the appropriate solutions
• Informing customers about additional products and services
• Following the conversational script
• Escalating customer calls to supervisors when needed
• Improving customer retention through specialized programs and services
• Utilizing proprietary software systems to complete service orders and requests
• Answering customer questions regarding services, products, billing, claims, and equipment

Quantifying Your Resume

Employers love numbers because it makes your experience feel more tangible. When writing your resume, if you can answer the questions, “ How much ?” or “ How many ?”, you should include that number. For instance:

• How many calls did you field per shift?
• What was your average call time?
• What was your first call resolution rate ?

The Importance of Soft Skills

When it comes to Customer Service Representatives, soft skills are of the utmost importance. You are, in essence, the face and voice of a company, so employers want to know that you will give their customers a professional and pleasant experience. To show employers that you have the soft skills they are looking for, try to incorporate these into your profile, key skills, and cover letter sections:

• Written & Verbal Communication
• Professional
• Approachable
• Process-Oriented

Keywords for your Resume

Never make your employment history sound like a massive list of tasks. Instead, help potential employers envision you performing the job by using these Call Center Representative-specific action verbs:

Related Cover Letters

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Entry Level Call Center Agent Resume No Experience (2 Samples)

Welcome to our comprehensive guide on creating an exceptional entry-level call center agent resume, even if you have no prior experience in the field.

We understand that starting your career can be challenging, but don’t worry – we’re here to help you pave your way to success.

In this article, we provide two carefully crafted resume samples tailored specifically for individuals like you who are eager to break into the call center industry.

With our expert tips and insights, you’ll learn how to showcase your transferable skills, highlight your enthusiasm for customer service, and present yourself as a competitive candidate to potential employers.

So, let’s embark on this journey together and create a resume that will set you apart in the competitive job market.

Related : Call Center Agent Cover Letter No Experience

Call Center Agent Resume No Experience Sample 1

Bridget Jones 41 Victory Road  Coventry, RI 70252 (000) 907-5417  bridgejones @ email . com

CALL CENTER AGENT

“ I offer extreme passion and energy. “

OBJECTIVE Self-motivated, enthusiastic, and hardworking call center agent with a solid passion for connecting with people in person and over the telephone. Highly efficient and energetic, eager to provide exceptional services to the callers and customers of ABC Company.

HIGHLIGHTS OF QUALIFICATIONS

• Knowledge of handling inbound telephone calls and providing information to customers.
• Skilled in making outbound calls to provide potential customers about the company’s services and products.
• Adept at following communication scripts when handling customers’ problems and queries.
• Familiar with identifying customers’ needs and wants and providing alternative solutions to their problems.

CORE SKILLS AND KNOWLEDGE • Needs Identification • Upselling • Courtesy Calls • Relationship Building • Order Processing • DND Lists • Records Maintenance • Ticket Generation

EDUCATION High School Diploma Coventry High School, Coventry, RI

VOLUNTEER EXPERIENCE

Volunteer  Mind Bridges, Coventry, RI 5/2023 – 8/2023

• Learned how to make outbound calls to existing and new customers to provide them with information on the company’s products and services.
• Generated leads and provided detailed information about them to call center agents/sales agents to follow up on.
• Compiled lists of existing customers who may be interested in upgrading their products and/or services.
• Assisted call center agents in resolving issues by providing them with insight on resolutions.

LANGUAGES English: Reading, Writing, and Speaking Spanish: Full command of Verbal Spanish

COMPUTER SKILLS

• CRM Software
• MS Word and Excel

“I am enthusiastic to excel in the customer service field”

Superior references available on request

Entry Level Call Center Agent Resume Template 2

[Your Name] [Your Address] [Your Phone Number] [Your Email Address]

OBJECTIVE Hardworking and customer service-focused individual seeking an entry-level position as a Call Center Agent. Eager to utilize excellent communication and problem-solving skills to provide exceptional customer service and contribute to the success of the organization.

EDUCATION Associate’s Degree in Customer Service ABC Technical College, Houston, TX

CORE SKILLS & KNOWLEDGE

• Excellent verbal and written communication skills
• Strong interpersonal and customer service skills
• Ability to effectively handle high-stress situations
• Proficient in using customer management software and CRM systems
• Attention to detail
• Ability to multi-task

INTERNSHIP EXPERIENCE

Call Center Agent Intern ABC Company, Houston, TX Jan 2023 – Sep 2023

• Handled inbound and outbound calls in a professional and courteous manner
• Assisted customers with inquiries, complaints, and problem resolution
• Entered accurate and detailed information into the customer management system
• Collaborated with team members to meet and exceed performance targets

CERTIFICATIONS [List any relevant certifications or training]

REFERENCES Available upon request

How to Write a Great Entry-Level Call Center Agent Resume With No Experience?

Writing an effective entry-level call center agent resume can be challenging when you have no prior experience. However, with the right approach, you can still create a compelling resume that highlights your skills, attributes, and potential. Here are some tips to help you craft a great entry-level call center agent resume with no experience:

Objective Statement : Begin your resume with a strong objective statement that showcases your enthusiasm and highlights your desire to excel in the customer service field. Emphasize your motivation, willingness to learn, and commitment to providing exceptional service.

Skills and Knowledge : Create a dedicated section to highlight your core skills and knowledge. Focus on transferable skills such as effective communication, problem-solving, multitasking, and attention to detail. Mention any relevant coursework or training that demonstrates your understanding of customer service principles.

Education : Include your educational background, starting with your highest level of education. If you have obtained a degree or completed relevant coursework, mention it along with the name of the institution, location, and graduation year. Highlight any relevant coursework or academic projects that demonstrate your proficiency in customer service or related areas.

Internship or Volunteer Experience : Even without prior professional experience, you can showcase your skills through internships, volunteer work, or relevant extracurricular activities. Include any call center agent internships or volunteer positions you have had, focusing on the tasks you performed, such as handling phone calls, assisting customers, and entering data accurately.

Certificates and Training : If you have obtained any certifications or completed relevant training programs, list them in a dedicated section. This can include certifications in customer service, communication skills, or any industry-specific training you have completed.

Computer Skills : Mention any relevant computer skills that are valuable in a call center environment. This can include proficiency in customer relationship management (CRM) software, Microsoft Word, Excel, or any other software commonly used in call center operations.

References : Conclude your resume by stating that references are available upon request. This allows potential employers to know that you can provide references if needed.

Remember to customize your resume for each job application by highlighting the skills and qualifications that align with the specific job requirements. Proofread your resume carefully to ensure there are no spelling or grammar errors. With a well-crafted entry-level call center agent resume, you can make a positive impression on employers and showcase your potential for success in the customer service field.

• Entry Level Call Center Cover Letter No Experience
• Top 10 Call Center Agent Objectives for Resume
• Outbound Call Center Agent Job Description for Resume
• 6 Outbound Call Center Agent Interview Questions and Answers

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Resume Worded   |  Proven Resume Examples

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Call Center Representative Resume Examples: Proven To Get You Hired In 2024

Jump to a template:

• Call Center Representative
• Customer Support Specialist
• Customer Service Agent

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• Call Center Representative Resume Tips

Call Center Representative Resume Template

Download in google doc, word or pdf for free. designed to pass resume screening software in 2022., call center representative resume sample.

As a hiring manager, I've come across a good number of resumes for Call Center Representatives. What strikes me about this role is the level of multitasking and customer service skills required. You're dealing with customer inquiries, complaints, and sometimes even emergencies, all while navigating various systems to log calls and find information. Recently, there's been a trend towards remote roles, which means you'll likely need to demonstrate your ability to work independently and manage your time effectively. When writing your resume, it's key to showcase these abilities, along with any experience you have in handling difficult situations or complex systems in a high-pressure environment.

We're just getting the template ready for you, just a second left.

Recruiter Insight: Why this resume works in 2022

Tips to help you write your call center representative resume in 2024,    show your interpersonal skills.

As a Call Center Representative, you're the first point of contact for customers. It's your job to make them feel heard and understood. So, on your resume, you should give examples of your ability to empathize with customers and communicate clearly.

   Prove your tech proficiency

Even though you're in a people-oriented role, tech plays a huge part in your day-to-day tasks. You'll need to log calls, find customer information and possibly troubleshoot technical issues. So make sure to list any relevant tech skills or software familiarity you have on your resume.

Customer Support Specialist Resume Sample

Customer service agent resume sample.

As a hiring manager who has recruited for call center representative roles at companies like Comcast, T-Mobile, and Geico, I've seen hundreds of resumes. The best ones always stand out because they highlight the right skills and experience that are most relevant to the job. In this article, we'll cover some tips to help you create a strong resume that will catch the attention of hiring managers and increase your chances of getting an interview.

   Highlight your customer service skills

Call center representatives need to have excellent customer service skills. Show how you have used these skills in your past roles:

• Handled an average of 50+ customer calls per day, consistently meeting or exceeding customer satisfaction targets of 95%
• Resolved complex customer issues, resulting in a 20% reduction in escalations to supervisors
• Received Employee of the Month award 3 times for outstanding customer service

Avoid simply listing 'customer service' as a skill without providing any context or examples of how you have demonstrated it.

   Emphasize your communication skills

Strong communication skills are essential for call center representatives. Highlight how you have used your communication abilities in previous roles:

• Clearly explained complex product features and pricing plans to customers, resulting in a 15% increase in sales
• Actively listened to customer concerns and empathized with their situations, leading to a 95% customer satisfaction rating
• Collaborated with team members to share best practices and improve overall team performance by 20%

Don't simply state that you have 'good communication skills'. Provide specific examples of how you have used these skills to achieve positive results.

   Include metrics to show your impact

Hiring managers love to see quantifiable achievements on resumes. Use numbers and percentages to show the impact you have made in your previous roles:

• Maintained an average call handle time of 3 minutes, 20% better than the team average
• Achieved a first call resolution rate of 85%, reducing the need for follow-up calls by 25%
• Consistently met or exceeded sales targets, contributing to a 15% increase in overall team revenue

Avoid using vague statements like 'improved customer satisfaction' or 'reduced call handle time'. Instead, provide specific numbers to show the extent of your impact.

   Showcase your technical skills

Call center representatives often use various software and tools in their daily work. Highlight your proficiency with these technologies:

• Proficient in using Zendesk, Salesforce, and Avaya call center software
• Skilled in navigating multiple databases and CRM systems to quickly find customer information
• Experienced in using live chat and email to provide omnichannel customer support

Don't list every single tool or software you have ever used. Focus on the ones that are most relevant to the job you are applying for.

   Tailor your resume to the job description

Every call center role is different, so it's important to tailor your resume to the specific job you are applying for. Look for keywords in the job description and incorporate them into your resume:

• If the job emphasizes sales skills, highlight your experience in upselling and cross-selling products
• If the job requires knowledge of a specific industry, showcase any relevant experience or training you have in that field

Experienced call center representative with 5+ years of experience in the telecommunications industry. Skilled in handling high-volume calls, resolving complex customer issues, and consistently meeting sales targets. Proficient in using Salesforce and Avaya call center software.

Avoid using a generic resume for all job applications. Take the time to customize your resume for each role to increase your chances of getting noticed by hiring managers.

   Highlight your problem-solving abilities

Call center representatives often face challenging situations that require strong problem-solving skills. Showcase how you have used your problem-solving abilities to resolve customer issues and improve processes:

• Successfully resolved a complex billing issue for a high-profile client, saving the company from a potential $10,000 loss
• Identified a recurring problem with a product feature and collaborated with the product team to implement a solution, reducing related customer complaints by 30%
• Created a troubleshooting guide for common technical issues, which reduced average call handle time by 2 minutes

Don't simply state that you are a 'problem solver'. Provide concrete examples of how you have used your problem-solving skills to achieve positive outcomes.

Writing Your Call Center Representative Resume: Section By Section

  summary.

A resume summary, also known as a professional summary or summary statement, is an optional section that appears at the top of your resume. It's a brief paragraph, usually 3-5 sentences, that highlights your most relevant skills, experiences, and achievements. While it's not a mandatory section, a well-written summary can help you stand out to hiring managers and showcase your fit for the role.

However, it's important to note that you should never use an objective statement instead of a summary. Objective statements are outdated and focus on what you want from the job, rather than what you can offer the company. Stick to a professional summary that emphasizes your qualifications and value.

To learn how to write an effective resume summary for your Call Center Representative resume, or figure out if you need one, please read Call Center Representative Resume Summary Examples , or Call Center Representative Resume Objective Examples .

1. Tailor your summary to the call center role

When crafting your summary for a call center representative position, it's crucial to align your skills and experiences with the job requirements. Review the job description carefully and identify the key qualifications and responsibilities mentioned.

For example, if the job emphasizes customer service, problem-solving, and communication skills, make sure to highlight your relevant abilities in your summary:

Customer service professional with 3+ years of experience in fast-paced call center environments. Skilled in resolving complex customer inquiries, maintaining a positive attitude, and consistently meeting performance metrics. Proven ability to build rapport with customers and exceed satisfaction targets.

Avoid using a generic summary that could apply to any job:

Hardworking and dedicated employee seeking a challenging position in a dynamic company. Possesses strong organizational and multitasking abilities, and works well independently or as part of a team.

2. Quantify your achievements and impact

When possible, use specific numbers and metrics to quantify your achievements and demonstrate your impact in previous call center roles. This helps hiring managers better understand the scope of your responsibilities and the value you can bring to their team.

Compare the following examples:

• Handled customer calls and resolved issues
• Provided quality customer service and support

Instead, quantify your achievements like this:

• Managed an average of 50+ customer calls per day, consistently resolving issues within the first call
• Maintained a 95% customer satisfaction rating, exceeding team targets by 10%

By incorporating specific numbers, you provide concrete evidence of your abilities and help your resume stand out from generic statements.

  Experience

The work experience section is the heart of your resume. It's where you show hiring managers that you have the skills and experience to excel in the call center representative role.

In this section, we'll cover the most important things to keep in mind as you write about your work experience.

1. Use strong action verbs

When describing your work experience, use strong action verbs to highlight your accomplishments and responsibilities. Weak, vague verbs like 'helped' or 'assisted' don't give a clear picture of what you did.

Instead, use powerful verbs that are common in the customer service industry:

• Resolved customer complaints and inquiries
• Troubleshot technical issues for customers
• Collaborated with team members to improve call center processes
• Mentored new hires on call center best practices

Using strong verbs helps paint a vivid picture for the hiring manager of how you'll perform in the role.

Not sure if you're using the best verbs? Try pasting your resume into our free Score My Resume tool. It will analyze your resume and give you feedback on your verb usage and other key criteria hiring managers look for.

2. Highlight your customer service skills

As a call center representative, your primary job is to provide excellent customer service. Make sure this comes through loud and clear in your work experience bullets.

Mention specific examples of how you excelled at customer service in past roles. For example:

• Maintained a 98% customer satisfaction rating over 2 years
• Consistently met or exceeded call quality assurance metrics
• Recognized as "Employee of the Month" 3 times for outstanding customer service

In contrast, a work experience description like this is too vague:

• Responsible for taking customer calls
• Helped customers with issues

Always tie your experience back to the core customer service skills required for call center success.

Targeting your resume to the specific job is crucial. Our Targeted Resume tool can analyze a job description and tell you if your resume has the right customer service keywords the employer is looking for.

3. Quantify your call center accomplishments

Metrics are key for call center roles. Most call centers track extensive data on everything from call volume to resolution rates. Use numbers to give the hiring manager a tangible sense of your productivity and impact.

Handled an average of 50+ customer calls per day while maintaining a 95% customer satisfaction rate and consistently meeting call quality criteria

If you don't have access to exact metrics, you can still quantify your experience in other ways:

• Responded to 100+ customer emails per week
• Resolved 90% of customer issues on the first call
• Volunteered to work weekends and holidays to meet high call volume

Numbers jump off the page and help the hiring manager quickly grasp the scope of your abilities.

When quantifying your accomplishments, focus on metrics that are most relevant to the specific job you're applying for. Mirror the language they use in the job description.

4. Show your career progression

Hiring managers love to see a track record of growth and progression. If you've been promoted, taken on new responsibilities, or expanded your skill set, make sure that's reflected in your work experience section.

One way to do this is by listing your different positions within the same company separately, with clear start/end dates for each:

Customer Service Representative, ABC Company January 2019 - Present - Currently handle escalated customer issues - Train and mentor new call center hires Customer Service Associate, ABC Company June 2017 - January 2019 - Responded to routine customer inquiries - Collaborated with team to streamline call center processes

This format draws attention to your increasing level of responsibility and makes your promotions stand out.

If you're not sure if your resume effectively highlights your career progression, try our Score My Resume tool. It can identify areas for improvement and suggest ways to better showcase your accomplishments.

  Education

Your education section is a key part of your call center representative resume. It shows hiring managers that you have the knowledge and skills to succeed in the role. Here are some tips to make your education section stand out.

1. List your highest degree first

Start with your most recent or advanced degree, like a bachelor's or associate degree. Then work backwards in time, listing any other degrees or diplomas you've earned.

Here's an example of how to format your education:

Bachelor of Arts in Communication University of California, Los Angeles Graduated: May 2020

If you have a high school diploma but no college degree, simply list your high school name and graduation year.

2. Include relevant coursework for call center jobs

If you're a recent graduate or have taken courses related to customer service, communication, or sales, highlight a few on your resume. This shows you have specific training for call center roles.

Here's what to avoid:

• Listing all your college courses
• Including introductory or general education classes

Instead, focus on advanced, specialized courses:

• Business Communication
• Sales Techniques and Strategies
• Conflict Resolution

3. Keep it short if you're a seasoned pro

If you have several years of call center experience, your education section can be brief. Hiring managers will be more interested in your work history and achievements.

A senior call center representative's education might look like this:

B.A. in Business Administration California State University, Fullerton

Notice there's no graduation year listed. Some choose to omit this to avoid potential age discrimination.

4. Skip irrelevant or outdated education

There's no need to include every educational program you've completed on your resume. Stick to degrees, diplomas, and courses that are relevant to call center jobs.

For example, avoid listing:

• Short online courses or workshops
• Degrees in unrelated fields from many years ago
• High school if you have a college degree

Focus on education that showcases your customer service and communication abilities. If in doubt, leave it out to save space for more important resume sections.

  Skills

The skills section is one of the most important parts of your call center representative resume. It's where you highlight your top abilities that are relevant to the job. Hiring managers and applicant tracking systems (ATS) quickly scan this section to decide if you're a good fit.

In this section, we'll break down exactly what to include in your skills section, and what to avoid, with examples.

1. Include a balanced mix of technical and soft skills

As a call center representative, you need both technical skills and soft skills to succeed in your role. Technical skills refer to your proficiency with specific tools and software, such as:

• Call center software (e.g. Zendesk, Freshdesk)
• CRM software (e.g. Salesforce, HubSpot)
• Helpdesk ticketing systems (e.g. Jira Service Desk, Zoho Desk)

Soft skills, on the other hand, are your interpersonal and communication abilities that enable you to interact effectively with customers and colleagues. Some key soft skills to highlight include:

• Active listening
• Problem-solving

Strike a balance between the two types of skills to show hiring managers you're a well-rounded candidate.

2. Tailor your skills to the job description

One of the biggest mistakes job seekers make is using the same generic skills section for every job application. Instead, customize your skills to align with the specific requirements of each call center representative position you apply for.

Here's an example of a generic, ineffective skills section:

Customer service Microsoft Office Multitasking Teamwork

While these skills are somewhat relevant, they're too broad and could apply to almost any job. Instead, here's an example of a tailored skills section that matches the job description:

Zendesk call center software Salesforce CRM Conflict resolution Upselling and cross-selling techniques

By including specific skills mentioned in the job ad, you'll have a much better chance of getting past ATS filters and catching the hiring manager's attention.

3. Categorize your skills into sections

If you have a wide range of call center skills, consider grouping them into categories to make your skills section easier to read. For example:

Software : Zendesk, Salesforce, Jira Service Desk Customer Service : Active listening, empathy, conflict resolution Sales : Upselling, cross-selling, overcoming objections

This formatting makes it simple for hiring managers to quickly assess your core competencies and see if you're a good match for the role.

However, avoid creating too many categories or including skills that aren't directly relevant to call center work. Focus on highlighting a concise set of your most important abilities.

4. Use industry-specific terminology

As a call center representative, there's certain lingo and terminology that's commonly used in the industry. Incorporating some of these keywords into your skills section can help demonstrate your familiarity with the field and make your resume more attractive to employers.

For example, instead of just saying "phone skills," you could specify "inbound call handling" or "outbound cold calling." Other industry-specific terms might include:

• Average handle time (AHT)
• First call resolution (FCR)
• Call quality assurance (QA)
• Upselling and cross-selling
• Churn reduction

Of course, only include terms that genuinely apply to your skill set. Don't try to deceptively cram in keywords if you don't actually have experience with them.

Skills For Call Center Representative Resumes

Here are examples of popular skills from Call Center Representative job descriptions that you can include on your resume.

• Public Relations
• Office Administration
• Data Analysis
• Telecommunications
• Microsoft Access
• Customer Experience
• Customer Support
• Contact Centers

Skills Word Cloud For Call Center Representative Resumes

This word cloud highlights the important keywords that appear on Call Center Representative job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more likely you should include it in your resume.

How to use these skills?

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Call Center Representative Resumes

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Call Center Agent resume examples & templates

Resume header

As a call center agent, you are the voice of your company. Whether you're the first human a customer has had contact with, or dealing with a customer who has had an unsatisfactory experience, your goal is a positive outcome by the end of the call.

Your call center resume is a great place to show that you know how to give people what they want. In fact, the key to your job hunt will be to create a resume that shows employers that you have what they want.

How do you craft your skills, employment history and personality into a document that gets you that all-important interview? Resume.io is a great source of advice and practical tools to answer that question. Check out any of the 350+ resume examples and writing guides in our free library.

This guide, along with an adaptable call center agent resume example, will cover these aspects of your job hunt:

What does a call center agent do?

How to write a call center agent resume.

• The best resume format for a call center agent
• Advice for writing each section of your resume: header, summary, employment history, skills, and education
• Professional resume layout and design hints.

Call center agents are customer service professionals who act as liaisons between companies and potential clients. Depending on your job, you may handle outgoing calls to schedule appointments or respond to customer requests or complaints. Your goal? Provide optimal customer service and customer satisfaction with every phone call. 

To be a successful call center agent, you should be well versed in the company’s products and policies so that you can offer solutions that will leave you with a happy customer and a happy boss.

How can I assist you today?

Call center agents need a cache of polite phrases to use with customers. Here are some recommended phrases you should add to your work repertoire: 

• That’s a great question! Let me find out for you.
• I understand how frustrating (upsetting, worrying, etc.) that is!
• Can you give me a few more details?
• Thanks for your patience.
• I completely understand why you’re making that request.

The impression customers have of a company may depend solely on their interactions with call center representatives. As such, call center agents help to strengthen the relationship between the company and existing clients, while also working to form new ones. 

The good news is that without any higher education, a call center agent can earn a salary higher than the minimum wage. According to the U.S. Bureau of Labor Statistics (BLS), the median pay for customer service reps (there is no subcategory for call center agents) in 2021 was $36,920 per year. The bad news is that demand for customer service representatives is expected to drop by 42% from 202119-203129.

Before you begin writing, it’s important to know what sections compose your call center agent resume. It should contain the following elements:

• The resume header
• The resume summary (aka profile or personal statement)
• The employment history section
• The resume skills section
• The education section

Successful customer service as a call center agent requires just the right tone. So does your resume. In fact, the tone of your resume should echo your tone as a friendly, helpful voice on the call. If you have any doubts, of course you must err on the side of professionalism.

Your goal is to show off your excellent communication skills, while explaining to your customer (in this case, your prospective employer) how you can help.

Why personalize your call center agent resume?

Every resume should be personalized. Why? The simple answer is that every job is different. Tailoring your resume is particularly important for a call center agent because you need to demonstrate that you understand the company’s image, products and style to accurately represent them to a customer.

But that’s not the only reason to tailor your resume: applicant tracking systems (ATS) are your other reason for making the effort.

What is an applicant tracking system?

This software is used by human resources departments to scan and sort job applications. The ATS uses algorithms to rank resumes based on information such as keywords and phrases tagged to the job. Only the top-ranking resumes make it into the hands of a person. Therefore, it’s in your best interest to get those keywords and phrases that are found in the job listing into your resume (if appropriate, of course).

For additional tips and advice, you can check out these resume examples and writing guides from Resume.io's collection. 

• Customer service representative resume example
• Customer success resume example
• Customer success manager resume example
• Telemarketer resume example
• Sales associate resume example
• Sales assistant resume example

Best format for a call center agent resume 

The traditional format for a call center agent resume is shared with most entry-level positions (and most jobs in general) — chronological . 

This resume format is defined by your employment history section in three aspects:

• Your employment history lists jobs from most recent to oldest.
• This same section is the largest and most prominent on your resume (in terms of space and amount of text.
• Each past job has a bullet point list of duties and/or achievements written out beneath it.

However, if you are just starting out on the job market (for example as a recent graduate) you might want to opt for the functional or hybrid (combination) resume format meaning. This offers some flexibility to move other resume sections: you can move up other sections — such as your education or skills if they show you in a better light — up higher on the resume page. If you don't have much work experience to brag about, simply renaming your employment history section as "experience," and listing part-time gigs or personal projects, is also an option.

With any resume, the goal is to show yourself in the most winning way possible. If that's best accomplished by emphasizing your education or list of abilities and qualities — go right ahead!

In the same way that your voice is meant to give callers an initial positive impression when you answer, the purpose of an eye-pleasing header is to introduce yourself on the resume page in a a visually engaging manner. This is where the reader’s eyes will be drawn first, and it also makes everything else look inviting to read. The prominence of your name, email, and phone number also makes it easy for recruiters to get in touch with you later to arrange an interview.

Call center agent resume summary example: your friendly introduction

Your call center agent summary , sometimes called the profile or personal statement , is your chance to illustrate your helpful nature and communication skills. You won’t get a chance in the more strictly formatted sections of your resume, so take advantage of these 100 or so words.

You will probably be asking the question quite often after you get the job: How can I help you today? But for now, it’s the question you are answering to your future boss. Use your summary to show off your biggest customer service success and choose in a few strong words to describe your personality and skills.

Data and details go a long way toward making your case. If you can point to how many satisfactory customer interactions you had per day, week or month, use that! Or, tell the story of one particularly difficult case you resolved.

Read the call center agent resume example below for an idea of what a summary may sound like.

Friendly and proficient Inbound Customer Service Agent with 12+ years of exceptional customer service experience. Proven track record as an effective liaison between companies and their clients, with a solution-focused mindset in addressing the needs of callers in a confident, poised and professional manner. Consistently outperform the EMS team average by maintaining a +90% or higher customer satisfaction rate and acing new product knowledge with 100% accuracy.

Employment history sample: dial into your achievements

Whether you’ve had one previous job or many, you’ve honed your customer service skills along the way. Your employment history section should be a record of that growth. Use bullet points under each dated employer heading to give hiring managers an idea of what you will bring to the job based on your past work experience .

If you are entering the job market for the first time, congratulations! You can focus more on your education, but here you should list any volunteer work, casual jobs or positions of responsibility at school, in clubs or organizations. Think in terms of the transferable skills you gained in those instances that will be applicable to the position you desire. In this case, as stated previously, you can call this resume section “experience” instead of “employment history.”

How important are call center agents? In answer to the question: “Have you ever stopped doing business with a brand due to poor customer service?” 61% of respondents said yes, according to the “State of Global Customer Service Report.”

Use this resume sample text for an employment history as a starting point.

Customer Service Agent at EMS Call Center, Los Angeles September 2015 - present

• Adopt a proactive, problem-solving mindset to determine the needs of 80 customers on average per shift and effectively respond by researching, locating, and relaying the correct information.
• Maintain the call center database by collecting and recording information for all 14 customer service agents assigned to the same shift.
• Collaborate with manufacturers and vendors to provide answers to customer questions, with monthly customer service satisfaction ratings averaging 90% to 96%.
• Named agent of the month 12 times since being hired.

Customer Service Agent at Xylo Corporation, Santa Barbara October 2013 - September 2015

• Helped to maintain and increase customer loyalty by placing follow up calls and expressing consideration for customers.
• Achieved a customer satisfaction rating of 97% within 8 months of employment.
• Named “Outstanding Customer Service Agent” award five times.

Front Desk Associate at Hilton, Arizona August 2011 - October 2013

• Managed a group of four associates, helping promote the Hilton brand by providing outstanding customer service.

CV skills example

The CV skills section is designed to highlight your abilities so that busy recruiters can scan quickly to see if you have what they are looking for. As a call center agent, you need many more skills than simply a friendly phone voice or the ability to listen. 

Scan the job listing to confirm what is important to your potential employer and make sure you list all the skills you have that match. 

A secondary reason your skills section carries weight is that it tells hiring managers what attributes you believe are important to highlight.

Here are nine skills you’ll need to be a great call center rep:

• Ability to retain company information
• Detail orientation
• Organization
• Flexibility
• Friendliness
• Calm under pressure
• Excellent communication
• Creativity*

*Source: TalkDesk

This resume sample text for a call center agent shows the succinct way you should develop your skills section.

• Excellent Communication Skills
• Fast Typing Skills
• Resourceful

Call center agent resume education example

Much of your call center agent training will come on the job, as each company has its own system for handling customers. You will also need to learn about products and services offered. Therefore, getting that call center job generally does not require any higher education. A high school diploma will  get your career off the ground.

Otherwise, your resume’s education section is a simple listing of any relevant degrees, diplomas, and certifications you have, and courses completed through continuing education avenues. These should be listed in reverse chronological order from highest to lowest level

Below is the resume education section from our call center agent example.

B.S. in Communications, Arizona State University, Tempe Aug 2008 - May 2012  

High School Diploma, Tempe High School, Tempe Sep 2004 - May 2008

Resume layout and design: first impressions

Just as you are a representative of the company for which you work, your call center representative resume is a representative of your professional self. What impression do you want recruiters to come away with? Clean, neat, organized, detail-oriented? Yes! 

Here are some tips to do so:

• Keep your design simple (avoid graphics, pictures and too much color)
• Leave ample white space to avoid a cramped look
• Use standard section headings to make it easy for recruiters to find what they need
• Make your contact information stand out
• Have a trusted friend or colleague proofread to avoid spelling or grammatical errors that will disprove your detail-oriented nature
• Match your cover letter format (check out ours here) to your resume
• Try one of our expert-approved resume templates to take the guesswork out of formatting.

Key takeaways for a call center agent resume

• Call center agents are a key part of the team and the voice of the company, so they must adjust their tone and style to project the right image.
• Your friendly nature and excellent communication skills will help you craft a winning resume.
• Personalize your call center agent resume to show you understand the company’s image and to rank higher with the ATS.
• Use our online resume builder with your choice of resume template as a way to make your life easier and the job application process faster!

Beautiful ready-to-use resume templates

Call Center Resume Example (Free Guide)

Create an call center resume that lands you the interview with our free examples and writing tips. use and customize our template and land an interview today..

Are you looking for an effective way to create a resume for a call center position? Our Call Center Resume Example article provides a comprehensive guide to crafting a resume that will get you noticed by employers. Our article includes step-by-step instructions for writing a resume, as well as tips to help you make it stand out from the competition. With our help, you can make sure your resume is the best it can be and get the job you want.

We will cover:

• How to write a resume , no matter your industry or job title.
• What to put on a resume to stand out.
• The top skills employers from every industry want to see.
• How to build a resume fast with our professional Resume Builder .
• What a resume template is, and why you should use it.

What does a Call Center do?

A call center is a centralized department that handles customer service and support inquiries. It is typically equipped with a team of customer service representatives who are responsible for providing assistance to customers via telephone, email, chat, or other channels. A call center's primary function is to answer customer inquiries, troubleshoot issues, and provide information to customers. It also provides a platform for customers to voice their concerns, make complaints, and provide feedback.

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What are some responsibilities of a Call Center?

• Respond to inquiries, orders, and complaints in a timely and accurate manner.
• Provide customer service and troubleshoot technical problems for customers.
• Process orders and payments accurately.
• Resolve customer complaints in a friendly and professional manner.
• Maintain customer records in a database.
• Follow up with customers to ensure satisfaction.
• Provide up-to-date information about products and services.
• Stay current with industry best practices.
• Adjust and customize services according to customer needs.
• Identify and resolve customer service issues.

Sample Call Center Resume for Inspiration

Personal Details: Name: John Doe Address: 123 Main Street, Anytown, USA Email: [email protected] Telephone: (555) 123-4567

Summary: John Doe is an experienced Call Center professional, with a wealth of expertise in customer service, sales, and technical support. He is confident in his ability to provide high quality customer service and deliver exceptional customer satisfaction. He is also a highly skilled communicator, able to effectively build relationships and solve problems.

Work Experience:

• Call Center Representative, ABC Company, Anytown, USA (2020-Present)
• Answered incoming customer inquiries and provided accurate information.
• Developed customer relationships and upsold products and services.
• Researched customer issues and escalated complex problems to management.
• Technical Support Representative, XYZ Company, Anytown, USA (2017-2020)
• Provided technical support and troubleshooting services to customers.
• Delivered customer satisfaction through problem resolution and product education.
• Conducted quality assurance tests and provided feedback to product teams.

Education: ABC University, Anytown, USA (2014-2017) Bachelor of Science in Computer Science

• Customer Service
• Technical Support
• Problem Solving
• Communication
• Quality Assurance

Certifications: Customer Service Certification, ABC Company (2018)

Languages: English (Native), Spanish (Conversational)

Resume tips for Call Center

Creating a perfect, career-launching resume is no easy task. Following general writing rules can help, but it is also smart to get advice tailored to your specific job search. When you’re new to the employment world, you need Call Center resume tips. We collected the best tips from seasoned Call Center - Check out their advice to not only make your writing process easier but also increase your chances of creating a resume that piques the interest of prospective employers.

• Highlight your customer satisfaction and communication skills.
• Include relevant experience in customer service and technical support.
• Show your ability to troubleshoot and problem solve.
• Mention any relevant technical certifications or qualifications.
• Include additional skills such as knowledge of customer service software or language proficiency.

Call Center Resume Summary Examples

A resume summary or objective is an important section of a call center resume because it allows employers to quickly see the most important qualifications and skills of a job applicant. It also gives a brief overview of the applicant’s background and experience, which can help employers make an informed decision about whether to consider the applicant for an open position. By including a resume summary or objective, applicants can demonstrate why they are the best person for the job, and help employers quickly identify the best candidate for the position. For Example:

• Highly-motivated call center professional with 10 years of experience in customer service and tech support, adept at resolving customer issues in a timely manner.
• Experienced call center representative with a strong background in customer service and sales, as well as a knack for quickly understanding customer needs.
• Seasoned call center professional with 7 years of experience providing excellent customer service and technical support, with outstanding problem-solving skills.
• Call center specialist with 5 years of experience in a fast-paced environment. Excellent communication skills, with a knack for resolving customer issues quickly and efficiently.
• Dedicated call center representative with 3 years of experience in customer service, adept at using multiple phone systems and accurately entering customer information.

Build a Strong Experience Section for Your Call Center Resume

Building a strong experience section for a call center resume is important to demonstrate your ability to handle customer service queries and other duties. This section should be tailored to highlight your relevant experience in the field of customer service and should include specific examples of how you have successfully handled customer inquiries, resolved customer complaints, and provided high-quality service. This section should also include any training or certifications you have related to customer service and call center work. By emphasizing your experience, you can demonstrate to prospective employers that you have the skills, knowledge, and abilities necessary to be successful in a call center role. For Example:

• Provided customer service to over 100 clients per day in a fast-paced call center environment.
• Assisted customers with their inquiries and complaints, offering solutions to resolve their issues.
• Developed customer relationships by providing excellent customer service.
• Processed orders, returns and exchanges quickly and accurately.
• Handled customer complaints in a timely manner and communicated solutions.
• Utilized customer complaints to identify areas of improvement.
• Performed customer service duties such as answering customer inquiries, providing product information and resolving customer complaints.
• Followed up with customers to ensure their satisfaction with the customer service.
• Maintained customer records to track customer preferences.
• Managed customer service operations and supervised customer service staff.

Call Center resume education example

Call center agents typically have a high school diploma or equivalent. They may also receive on-the-job training regarding the products and services they are selling or supporting. Depending on the industry, agents may need specialized knowledge or skills, such as fluency in a foreign language. Additionally, employers may require agents to have a postsecondary certificate or degree in customer service, business administration, or a related field. Here is an example of an experience listing suitable for a Call Center resume:

• Bachelor of Arts in English, University of California, Los Angeles, CA, 2018
• Certificate in Communications, University of California, Los Angeles, CA, 2017
• Certificate in Call Center Training, Los Angeles Community College, Los Angeles, CA, 2016

Call Center Skills for a Resume

It is important to add skills for a call center resume because it allows employers to quickly identify what qualifications and experience you possess that makes you a great candidate for the role. It also allows potential employers to assess how you may fit within their organization and better understand what you can bring to the table. Adding skills to your resume helps employers to identify the type of skills you have that would be beneficial to the job. Examples of skills that may be beneficial to call center roles include customer service, problem solving, communication, multitasking, and computer proficiency. Soft Skills:

• Organizational
• Interpersonal
• Adaptability
• Time Management
• Multi-tasking
• Customer service
• Phone etiquette
• Computer literacy
• Time management
• Communication skills
• Problem-solving
• Active listening
• Conflict resolution

Common Mistakes to Avoid When Writing a Call Center Resume

In this competitive job market, employers receive an average of 180 applications for each open position. To process these resumes, companies often rely on automated applicant tracking systems, which can sift through resumes and eliminate the least qualified applicants. If your resume is among the few that make it past these bots, it must still impress the recruiter or hiring manager. With so many applications coming in, recruiters typically give each resume only 5 seconds of their attention before deciding whether to discard it. Considering this, it's best to avoid including any distracting information on your application that could cause it to be thrown away. To help make sure your resume stands out, review the list below of what you should not include on your job application.

• Not including a cover letter. A cover letter is a great way to explain why you are the best candidate for the job and why you want the position.
• Using too much jargon. Hiring managers do not want to read a resume full of technical terms that they do not understand.
• Omitting important details. Make sure to include your contact information, educational background, job history, and any relevant skills and experiences.
• Using a generic template. Take the time to customize your resume to the job you are applying for. This will show the employer that you are serious about the position.
• Spelling and grammar errors. Always double-check your resume for typos, spelling mistakes, and grammar errors.
• Focusing too much on duties. Make sure to include accomplishments and successes to show the employer that you are a great candidate.
• Including personal information. Avoid including any personal information such as age, marital status, or religious beliefs.

Key takeaways for a Call Center resume

• Include your customer service experience
• Highlight your communication and problem-solving skills
• Highlight any relevant technical skills and certifications
• Demonstrate your ability to work independently and as part of a team
• Mention any awards or recognition you have received
• Describe your ability to handle difficult conversations
• Showcase your ability to remain calm and collected under pressure
• Emphasize your experience in data entry and customer database management

• Customer service
• Call center resume examples

Call center Resume examples

13 Call center resume examples found

All examples are written by certified resume experts, and free for personal use. Copy any of the Call center resume examples to your own resume, or use one of our free downloadable Word templates. We recommend using these Call center resume examples as inspiration only, while creating your own resume.

Learn more about: how to write a perfect resume

Call center representative

Performed call center duties for an internet and phone service company.

• Answered approximately 30+ customer calls and online inquiries in a calm, courteous, and professional manner.
• Managed workspace with the most up to date technology in headsets, microphones, laptops, and computer software such as Zoom and Skype.
• Kept and updated a secure and well-organized spreadsheet with confidential information regarding customer addresses, phone numbers, and credit card numbers.
• Addressed non-English speaking customers in their native languages.
• Discussed internet and telephone service issues with customers pertaining to billing, connectivity, and power outages.
• Reported to supervisor any difficulties in dealing with customers.

Call center agent

Complex role requiring strong communication and crisis management skills to deliver impeccable service to customers.

• Managed incoming and outgoing calls from the center to keep customers informed on latest product offerings and updates.
• Provided remote assistance to clients to help them navigate the company website and new products.
• Collaborated with other team leads within the department to improve customer service policies and quality.
• Oversaw onboarding processes for new hires and ensured adherence to established standards.

Call center supervisor

Maintain strict KPI and customer service standards through stringent training and controls of agents. Monitor and update annually the robust employee training and development program.

• Improved the average customer interaction in high-volume customer service call center by creating and implementing universal call center agent scripts.
• Recommended initiatives to improve customer experience while increasing call center agents’ performance metrics (KPI) by up to 50%.
• Initiated process to increase awareness of promotional events during each customer phone call, earning $50k more revenue than anticipated during annual event.

Call center manager

Technical customer-centric role requiring sharp wit and critical thinking skills to provide effectual support to customers.

• Handled incoming calls from customers to assess issues and proffer prompt solutions.
• Generated detailed reports on support tickets to streamline future support workflows.
• Attended routine staff meetings to keep updated on new company policies and service standards to provide customer with the most up-to-date information upon enquiries.
• Initiated in-person support tickets and ensure to see them through to successful conclusions.

Immersive position requiring critical thinking and customer service skills on execution of duties.

• Shadowed experienced agents to assimilate the most effective practices to deliver the best support to customers.
• Collaborated with colleagues on complex issues to develop and deliver prompt solutions that satisfy client needs.
• Participated in training initiatives and professional development conferences to improve skills.
• Performed ad hoc duties as directed by supervisors.

Demanding position requiring multitasking and communication skills to manage large volumes of customer call-ins daily.

• Leveraged verified data and improved product knowledge to provide recommendations and support to customers to ensure satisfaction.
• Worked under the direct supervision of the department head to executed duties as required.
• Utilized established problem solving and communication skills to provide comprehensive and continuous support to customers.
• Performed ad hoc responsibilities as required by supervisors.

Anticipate customer requirements and recommend appropriate actions for service providers and customers alike. Develop training plans for staff members to ensure industry and professional growth. Responsible for the resolution of escalated customer issues.

• Updated workflows to ensure 15% greater accuracy in service delivery for all product lines.
• Supervise employee interactions with clients’ end users to ensure a positive customer experience.
• Trained new staff on products, standards, and procedures, periodically developing and implementing updated department standards to ensure greatest success of customer service delivery.
• Handle calls during high call volume periods and/or when the need arises.

Answer customer questions and resolve problems with members’ accounts in a timely manner, earning majority positive (94%) customer feedback. Maintain knowledge of all state and federal regulations that are applicable to the transactions performed.

• Mastered product knowledge to upsell compelling product offerings and earn additional monthly revenues of up to $3,000.
• Promoted special store items or promotional events and products to upsell and boost average customer spend by $80 per customer.
• Won “Employee of the Month” three times in one year.
• Exceeded quarterly goals every quarter.

Quickly respond to customer email and chats to supply information, answer questions, confirm or schedule appointments, and confirm customer information. Ensure that all incoming sales inquiries are answered promptly, professionally, and according to script.

• Reduced overall call time from 20 to 10 minutes by writing and implementing new script with more streamlined call focus.
• Use mutual database to log customer information and reduce database clutter by consolidating information.
• Conduct customer service and surveys over the phone and accurately record responses.
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Top 17 Call Center Resume Objective Examples

Updated July 6, 2023 14 min read

A resume objective is a concise statement that tells potential employers what you bring to the table and why they should hire you. When writing an objective for a call center position, you want to make sure it reflects your qualifications and experience in customer service. The goal is to demonstrate that you have the skills needed to be successful in the role.

To write an effective resume objective, start by stating your qualifications and experience related to customer service. For example, if you have experience working in a call center, include that in your statement. You can also mention any relevant certifications or awards you’ve earned. Next, focus on how your skills would benefit the company. Showcase how your knowledge of customer service could help the company reach its goals and objectives. Finally, consider adding specific language related to the job description, such as “seeking a challenging role as a call center representative where I can utilize my expertise in customer service to provide exceptional support” or “looking for an opportunity to join an established call center team and use my strong communication skills to provide exceptional customer service.”

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Top 17 Call Center Resume Objective Samples

• To obtain a position as a Call Center Representative that will utilize my customer service and communication skills.
• To utilize my experience in customer service to provide quality service in a call center environment.
• Seeking an opportunity to work as a Call Center Representative that will allow me to use my excellent customer service and interpersonal skills.
• Looking for a challenging role as a Call Center Representative where I can apply my knowledge of customer service and communication techniques.
• To secure a position as a Call Center Representative utilizing my strong communication, problem solving, and organizational skills.
• To work in an environment where I can use my expertise in customer relations and problem solving to provide exceptional customer service.
• Seeking an opportunity to join an established call center team as a Call Center Representative with the ability to handle high-volume calls efficiently.
• To obtain a position as a Call Center Representative where I can use my excellent telephone etiquette and multi-tasking abilities.
• Aiming for the role of Call Center Representative that will enable me to enhance my existing knowledge of customer service principles while providing exemplary support to customers.
• Seeking employment as a Call Center Representative where I can utilize my strong interpersonal and communication skills while delivering high quality customer service.
• To obtain employment at your call center using my experience in sales, customer relations, and problem resolution to ensure the highest level of satisfaction for customers.
• Desire to join an organization as a Call Center Representative where I can apply my knowledge of computer systems, troubleshooting techniques, and customer service strategies.
• Looking for an opportunity at your call center that will allow me to leverage my experience in troubleshooting, multitasking, and conflict resolution while providing outstanding support services.
• Seeking employment with your company as a Call Center Representative utilizing excellent interpersonal skills along with the ability to handle difficult calls professionally.
• Aiming for the role of Call Center Representative so that I may apply my extensive experience in telephone etiquette, data entry, and problem solving techniques while providing exceptional support services for customers.
• Seeking an opportunity at your call center that will enable me to put into practice both written and verbal communication skills while providing superior customer service solutions.
• To obtain employment at your company as a Call Center Representative utilizing strong organizational skills along with the ability to handle multiple tasks simultaneously while delivering top-notch services

How to Write a Call Center Resume Objective

A call center resume objective is an important element of a successful job application. It should be short, concise and to the point, as it serves to introduce yourself to potential employers and give them an idea of your skills and experience. To write an effective call center resume objective, consider the following tips:

1. Start with your qualifications – Begin by briefly stating your qualifications for the position you are applying for. This could include certifications, relevant courses or diplomas, and any other relevant experience that shows you have the required skillset for the role.

2. Identify yourself – Use this opportunity to introduce yourself to potential employers by mentioning your name and professional title if applicable.

3. Explain why you’re interested in the role – Make sure that you explain why you are interested in the role at this specific company; focus on what makes them unique from other organizations that offer similar positions.

4. Highlight your strengths – Use this section to describe one or two of your most impressive areas of expertise related to customer service or call center work such as problem solving, communication skills, etc.

5. Show enthusiasm – Finish off by expressing your excitement about the opportunity and how much you look forward to joining their team if given the chance!

By following these tips when crafting a call center resume objective, you can make sure that it stands out from other applicants and gives potential employers a clear picture of who you are and why they should hire you!

Related : What does a Call Center do?

Key Skills to Highlight in Your Call Center Resume Objective

In a competitive job market, having a well-crafted resume is crucial to stand out among other applicants. This is particularly true for call center positions where specific skills are highly sought after by employers. Your resume objective is the perfect place to highlight these key skills, giving potential employers a quick snapshot of your abilities and qualifications right at the beginning of your resume. In this section, we will discuss the essential skills you should emphasize in your call center resume objective to increase your chances of landing that coveted position.

1. CRM Software

A Call Center job requires frequent interaction with customers, and CRM (Customer Relationship Management) software is a tool that helps manage these interactions efficiently. This skill is needed for a resume objective because it shows the potential employer that the candidate has experience in managing customer relationships and can handle customer queries, complaints, and requests effectively. It also highlights the candidate's ability to use technology to improve customer service and satisfaction.

2. IVR Navigation

An IVR (Interactive Voice Response) Navigation skill is crucial for a Call Center job as it demonstrates the ability to efficiently guide customers through automated systems. This skill is vital in managing high call volumes, reducing wait times, and enhancing customer satisfaction. It also shows the candidate's proficiency in utilizing advanced technology tools, which can help improve the company's overall service delivery process.

3. Zendesk Proficiency

Having proficiency in Zendesk is crucial for a Call Center job as it is one of the leading software tools used for customer service and engagement. This skill demonstrates that the candidate is capable of managing customer interactions, tracking customer data, and resolving issues efficiently. It also shows familiarity with technology and ability to adapt to different software, which could improve overall call center productivity. Including this in a resume objective would highlight the candidate's technical competency and their readiness to handle customer service tasks effectively.

4. Salesforce Mastery

Salesforce Mastery is a crucial skill for a Call Center job as it shows the potential employer that the candidate is proficient in managing customer relationships and handling customer service issues effectively. Salesforce is a widely used customer relationship management (CRM) tool that helps to track customer interactions, manage customer data, and enhance communication with customers. Therefore, mastery of this tool can significantly improve the efficiency and effectiveness of call center operations. Additionally, it demonstrates the candidate's ability to adapt to digital tools and their commitment to enhancing their technical skills.

5. LiveChat Operation

A Call Center job often requires direct interaction with customers through various mediums, one of which is LiveChat. This skill is necessary as it demonstrates the candidate's ability to handle customer queries, complaints, and requests in real-time over chat platforms. It also shows that the candidate can multitask, has good typing speed and accuracy, and possesses excellent written communication skills. Including this skill in a resume objective can show potential employers that the candidate is capable of providing efficient and effective customer service via LiveChat platforms.

6. Multilingual Communication

A call center job often involves interacting with a diverse range of customers from different backgrounds and nationalities. Therefore, having multilingual communication skills can be extremely beneficial. This skill not only allows the employee to communicate effectively with a wider audience, but also helps in providing better customer service by understanding and addressing their concerns in their native language. Including this skill in a resume objective indicates that the candidate is capable of handling conversations with international clients, thereby increasing their employability.

7. VoIP Handling

VoIP (Voice over Internet Protocol) handling is a crucial skill for a Call Center job as it involves managing, troubleshooting, and operating the technology used to make voice calls via the internet. This skill is essential for ensuring smooth communication with customers, resolving technical issues promptly, and maintaining high-quality customer service. Including this skill in a resume objective demonstrates your ability to efficiently use modern communication tools and adapt to technological advancements in the call center industry.

8. ACD Systems

ACD (Automatic Call Distributor) Systems skill is crucial for a Call Center job as it involves managing large volumes of incoming customer calls and efficiently routing them to the most appropriate agent. This skill is needed in a resume objective to show potential employers that you can effectively handle and manage customer calls, ensuring high levels of customer service and satisfaction. Additionally, knowledge of ACD Systems indicates your familiarity with call center technology and operations, which can boost productivity and efficiency.

9. Helpdesk Solutions

A call center job often involves troubleshooting and resolving customer issues over the phone. Having skills in helpdesk solutions means you are familiar with using specific software or tools designed to manage and streamline these customer service processes. This skill is crucial for a resume objective as it demonstrates your ability to efficiently handle customer complaints, queries, or requests, leading to improved customer satisfaction. It also shows potential employers that you can adapt to their specific helpdesk system quickly, reducing training time and increasing productivity.

10. Remote Desktop Support

A Call Center job often involves providing technical support to customers or clients. Remote Desktop Support is a critical skill because it enables the professional to troubleshoot and resolve issues without being physically present at the client's location. This can significantly improve service efficiency and customer satisfaction. In addition, this skill demonstrates the ability to use modern technology effectively, which is essential in today's digital age. Including this on a resume objective shows potential employers that you are capable of handling technical issues independently and proficiently, making you a strong candidate for the role.

In conclusion, the objective section of your call center resume is a crucial area to showcase your key skills. It should be crafted in a way that it not only highlights your abilities but also aligns with the specific needs of the potential employer. Remember, this section serves as your first impression, so make sure it's compelling and indicative of your value as a candidate. Tailor it to each job application to demonstrate how you can contribute to the company's success. While the skills you choose to highlight will vary based on your experiences and the job description, ensuring they are relevant and impactful will set you apart from other candidates.

Related : Call Center Operations Manager Skills: Definition and Examples

Common Mistakes When Writing a Call Center Resume Objective

A strong resume objective is a critical part of a successful job application, especially for those seeking a call center position. Unfortunately, many job seekers make common mistakes when crafting their resume objectives that can significantly reduce their chances of being called in for an interview.

One of the most frequent errors is writing a statement that is too general and generic. A resume objective should focus on the specific position being applied for and demonstrate how the applicant’s skills and experience meet the requirements of the job. For example, “Seeking a challenging role as a call center representative where I can use my excellent communication skills and customer service experience to help customers” is much more effective than “Seeking an opportunity to grow professionally.”

Another mistake often made by applicants is including information that is irrelevant or excessive. Resume objectives should be concise, focusing only on relevant qualifications and traits that are applicable to the position being sought. Including too much information can overwhelm employers and give them no clear idea of what kind of candidate you are.

Finally, it’s important to avoid using overly-familiar language or phrases in your resume objective. While it may seem like friendly banter, employers want to see professional language used in resumes and will not take kindly to anything that could be interpreted as unprofessionalism or lack of respect. Sticking with straightforward language will ensure that you make a good impression with potential employers.

By avoiding these common mistakes when writing a call center resume objective, applicants can increase their chances of success in finding employment in this field. Taking into account these tips will help ensure that your resume stands out from the competition and puts you one step closer to landing your dream job!

Related : Call Center Resume Examples

A right resume objective for a call center should focus on desired achievements and qualifications, while a wrong resume objective should simply list general skills that are not targeted to the specific job.

Editorial staff

Brenna Goyette

Brenna is a certified professional resume writer, career expert, and the content manager of the ResumeCat team. She has a background in corporate recruiting and human resources and has been writing resumes for over 10 years. Brenna has experience in recruiting for tech, finance, and marketing roles and has a passion for helping people find their dream jobs. She creates expert resources to help job seekers write the best resumes and cover letters, land the job, and succeed in the workplace.

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