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.

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N Koepp

Natalia

Koepp

464 Rosalee Turnpike

Detroit

+1 (555) 521 9679

464 Rosalee Turnpike

Detroit

Phone

p +1 (555) 521 9679

Experience Experience

Dallas, TX

Call Center

Dallas, TX

Brakus-Waters

Dallas, TX

Call Center

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

Detroit, MI

Manager, Call Center

Detroit, MI

Murray-Reichel

Detroit, MI

Manager, Call Center

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

present

Los Angeles, CA

Call Center Team Manager

Los Angeles, CA

Rolfson-Wiza

present

Los Angeles, CA

Call Center Team Manager

present

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

Education Education

Bachelor’s Degree in Business

Rutgers University

Bachelor’s Degree in Business

Skills Skills

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

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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

Call Center Resume Examples & Samples

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

Call Center Inbound Sales Consultant Resume Examples & Samples

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

Supervisor Call Center Resume Examples & Samples

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
Education

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, coach, and develop front-line associates to achieve individual performance goals
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
Provide lead support for Audit related issues within the Contact Center. Perform audit tasks and document coaching opportunities and process improvements
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

Call Center Resume Examples & Samples

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
Works closely with Management, Claims Examiners and Claims Assistants
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

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
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

Call Center Site Director Resume Examples & Samples

LI-AK1
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

Call Center Resume Examples & Samples

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
Skills In
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

Call Center Team Manager Resume Examples & Samples

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

Call Center Engineer Resume Examples & Samples

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

Call Center Personal Banker Resume Examples & Samples

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

100

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

101

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

102

Call Center Resume Examples & Samples

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

103

Call Center Resume Examples & Samples

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

104

Call Center Finance Specialist Resume Examples & Samples

Call center or relevant experience
Ability to work on Saturdays approximately once a month
Work experience in a Finance or Pharmacy setting

105

Inside Sales Account Executive, Call Center Resume Examples & Samples

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

106

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

107

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

108

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

109

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

110

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

111

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

112

Supervisor, Call Center Resume Examples & Samples

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

113

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

114

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

115

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

116

Call Center Engineer Resume Examples & Samples

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

117

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

118

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
Good knowledge of computers; ie. internet systems
Solid interpersonal and written and verbal communication skills

119

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

120

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

121

Sales Rep Inbound Call Center Resume Examples & Samples

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

122

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

123

Call Center Resume Examples & Samples

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

124

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

125

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
Careful decision-making skill with ability to avoid mistakes
Excellent oral, written, listening, and organizational skills

126

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

127

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

128

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

129

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-SQL
MS-Office Suite (Word, Excel, PowerPoint, Access)

130

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

131

Call Center Workforce Business Partner Resume Examples & Samples

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

132

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

133

Call Center Collector Resume Examples & Samples

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

134

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

135

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

136

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.**

137

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

138

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

139

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

140

Global Call Center Operations Resume Examples & Samples

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

141

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

142

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

143

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

144

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

145

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

146

Call Center Assistant Manager Resume Examples & Samples

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

147

Manager, Call Center Resume Examples & Samples

Hire, develop and coach team members
Plan, motivate and lead the team to achieve departmental goals and tactics
Manage performance review process – deliver ongoing feedback and deal with difficult employee issues including termination
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
Support the financial management of the team through effective management of staff productivity and other expense control mechanisms
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

148

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

149

Call Center Resume Examples & Samples

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

150

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

151

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

152

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

153

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

154

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

155

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

156

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

157

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

158

Call Center Scheduler Resume Examples & Samples

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

159

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

160

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)

161

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

162

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

163

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

164

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

165

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

166

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

167

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

168

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

169

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

170

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)

171

Call Center Workforce Analyst Resume Examples & Samples

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

172

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

173

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

174

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

175

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

176

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

177

Call Center Resume Examples & Samples

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

178

Call Center Resume Examples & Samples

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
Assists with implementation of work flow productivity improvements
Maintains a culture of accountability in area of responsibility
Medical background preferred
Prior customer service or patient care experience preferred

179

Call Center Resume Examples & Samples

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 weekend coverage duties as assigned by Testing Supervisor or Manager
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

180

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

181

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

182

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

183

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

184

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

185

Analyst, Call Center Metrics Resume Examples & Samples

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

186

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

187

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

188

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

189

Senior Specialist, Technical Call Center Resume Examples & Samples

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

190

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

191

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

192

Inbound Call Center Resume Examples & Samples

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

193

Call Center RN Resume Examples & Samples

*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

194

Call Center Resume Examples & Samples

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

195

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

196

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

197

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

198

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

199

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

200

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

201

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)

202

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

203

Director, Call Center Resume Examples & Samples

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

204

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

205

Specialist, Technical Call Center Resume Examples & Samples

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

206

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

207

Analyst, Call Center Metrics Resume Examples & Samples

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

208

Call Center Finance Specialist Resume Examples & Samples

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

209

Call Center Systems Analyst Resume Examples & Samples

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

210

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

211

Call Center Resume Examples & Samples

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

212

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

213

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.)

214

Call Center Resume Examples & Samples

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
Assists with any special projects as directed by manager
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

215

Call Center RN Resume Examples & Samples

*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)

216

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

217

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

218

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
BSN
Previous experience in a telephonic role
A background in managed care
Certified Case Manager (CCM)

219

Call Center Resume Examples & Samples

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
Strong Computer Skills with proficiencies in Microsoft Excel and Word
Previous experience at balancing staff motivation with accountability
Good organization skills with the ability to multi-task effectively
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

220

Supervisor, Call Center Resume Examples & Samples

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

221

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

222

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

223

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

224

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

225

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

226

Mortgage Loan Origination Customer Call Center Resume Examples & Samples

High school education or equivalent work experience
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
Analytical aptitude a must
Excellent team player
Self-starter & assertive
Strong independent judgment and decision making skills
Attention to detail is critical

227

Call Center Operations Analyst Resume Examples & Samples

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

228

Sales Rep Inbound Call Center Resume Examples & Samples

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

229

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

230

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

231

Call Center Team Manager Resume Examples & Samples

Ensures the quality of Customer Service by monitoring, coaching and providing feedback
Handles escalated customer issues
Establishes performance criteria for developing associates to meet or exceed business and individual goals
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

232

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

233

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

234

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

235

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)

236

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

237

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

238

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

239

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

Collects data pertinent to the healthcare consumerï¿½s 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

240

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

241

Supervisor, Call Center Resume Examples & Samples

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

242

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

243

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

244

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

245

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

246

Call Center Customer Retention Representative Resume Examples & Samples

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.)

247

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

248

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

249

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 multi-task, manage details and organize efficiently and effectively
Ability to set priorities among multiple requests

250

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
Six Sigma

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