Call Resume Samples

The Guide To Resume Tailoring

Guide the recruiter to the conclusion that you are the best candidate for the call 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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T Spencer

Tracey

Spencer

483 Judson Mountain

New York

+1 (555) 338 4912

483 Judson Mountain

New York

Phone

p +1 (555) 338 4912

Experience Experience

Chicago, IL

Call Screener

Chicago, IL

Runolfsson-Ferry

Chicago, IL

Call Screener

Gives direction to presenters, content providers, assistants and other crew members
Actively manages managers’ daily schedules and calendars
Can coach and develop others
Works well in a fast-paced environment
Manages budgets and ensures the efficient use of resources
Proficient in Microsoft Office suite and social networking platforms
Researches information, obtains materials and assists with contacting and scheduling guests

Houston, TX

Inbound Call Specialist

Houston, TX

Williamson, Schamberger and Mitchell

Houston, TX

Inbound Call Specialist

Fun at work! A great culture and environment – Game rooms and lounge area are situated in each floor to encourage a fun and happy workplace
Process manual work lists according to operating guidelines, process settled in Full; Paid in Full, Bankrupt accounts
1) Provides accurate and timely response to Internal Amex, outside agencies inquiries, cancelled card members and Debt Purchaser via telephone and/or email
A great place to work – We are in the top 10 most admired companies in the world…And the #1 amongst Financial Services
4) Update financial adjustments within designated timeframes to the correct ledgers
2) Process manual work lists according to operating guidelines, process settled in Full; Paid in Full, Bankrupt accounts
Provides accurate and timely response to Internal Amex, outside agencies inquiries, cancelled card members and Debt Purchaser via telephone and/or email

present

Detroit, MI

Senior Call Reviewer

Detroit, MI

Streich, Emmerich and Weber

present

Detroit, MI

Senior Call Reviewer

present

Act as a mentor to Call Reviewers by providing coaching, training and ongoing support to them for call evaluations requiring advanced knowledge
Act as mentor to Call Reviewers by providing coaching, training and ongoing support
Serve as backup to call quality manager
Help manage vendor sites; responsible for hosting meetings, spot checks, reporting and communication
Assist Production by floor walking and other tasks to support service levels
Perform coaching sessions and/or side by sides with at-risk agents as requested by Production
Serve as backup to Call Quality Manager

Education Education

Bachelor’s Degree in Knowledge

The Ohio State University

Bachelor’s Degree in Knowledge

Skills Skills

Serve as backup to call quality manager
Point out trends in representatives, department, and service performance, address performance concerns with managers, and assist with procedural clarifications, suggestions, and insights
Takes calls on a monthly basis to practice phone skills, navigation and product knowledge
Handle Call Quality mailbox; responding and actioning emails in a timely manner
Act as a mentor to Call Reviewers by providing coaching, training and ongoing support to them for call evaluations requiring advanced knowledge
Facilitate new hire presentations, and internal and client calibration sessions to ensure consistency in call quality procedures
Facilitate calibration session to ensure consistency in call quality procedures
Available to support the Training Department by facilitating classes
Serve as backup to Call Quality Manager
Serve as escalation point for contested calls or calls requiring advanced knowledge of product lines

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15 Call resume templates

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Call Routing Resume Examples & Samples

Basic to intermediate experience with Genesys (or equivalent) Intelligent Routing Platform, CTI, and Technical Call Flows– Configuration Manager (CME), Interaction Routing Designer (IRD), CCPulse, CallCon, ICON/InfoMart
Minimum 2 years experience in high volume, multi-site Contact Center environments
Familiarity with call center business requirements
Proficient in creating business documentation
Familiarity with writing and executing test cases (scripts)
Practice in executing and modifying existing SQL/Oracle queries is preferred
Excellent PC skills - Microsoft applications
Proficient in handling multiple responsibilities and tasks simultaneously
Demonstrated ability to work in a dynamic, fast paced and demanding environment
Fast learner – able to grasp concepts from on-the-job training
Bachelors or Technical degree preferred

Call Routing Resume Examples & Samples

Intermediate to advanced experience with Genesys (or equivalent) Intelligent Routing Platform, CTI, and Technical Call Flows – Configuration Manager (CME), Interaction Routing Designer (IRD), CCPulse, CallCon, ICON/InfoMart
Minimum 5 years experience in high volume, multi-site Contact Center environments
Practice in creating, executing and modifying new and existing SQL/Oracle queries
Bachelors or Technical degree required

Canadian Call Centre 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 - 24/7/365
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
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 November 3, 2014. (Training= 6 weeks, 8am-4:30pm M-F)
We thank all applicants for their interest in this position, however only successful candidates selected for an interview

Call Screener for the Bobby Bones Show Resume Examples & Samples

Effective communicator: articulate verbally and in writing, listens carefully, and proactively seeks clarity
Detail-oriented: highly organized with strong attention to detail, effectively juggles, prioritizes and plans work activities and uses time efficiently
Cool under pressure: ability to expeditiously solve problems, exercise sound judgment, and remain poised in a fast-paced, high-pressure environment
Initiative: not only anticipates principals’ needs but proactively searches for how things can be improved
Hours 5a – 10a

Call Entry Specialist Resume Examples & Samples

Knowledge of office applications
Drive for learning
Great attitude and team player
Basic Escalation Management

IVR & Call Routing Telephony Specialist Resume Examples & Samples

Defining the solution
Performing the programming
Implementing the solution
Building the required technical and operational documentation
Responsible for all communications with your client

Coord, Call Volume Control Resume Examples & Samples

Analyzes and integrates basic data to identify clear patterns or trends and draws reasonable, logical conclusions
Reviews current work processes and identifies innovative or creative ways to improve efficiency or effectiveness
Facilitates regular meetings with call center management. Trains and conducts orientations for new staff relative to department programs, processes, and procedures and facilitate training sessions for end users
Develops contingency plans for contact centers and determines the impact on service levels when staff are added or reduced
Reviews relationship between cost and service for contact centers
Develops routing solutions to achieve business goals and keeps centers and others informed of progress, issues, and/or problems that could impede goal achievement and suggests workable solutions

Senior Call Reviewer Resume Examples & Samples

Review calls handled by representatives and rate their proficiency in a number of skills, including understanding of customers´ needs, adherence to procedures, accuracy of information given and communication
Deliver effective, constructive feedback to assist in development of representatives' call handling skills
Point out trends in representatives, department, and service performance, address performance concerns with managers, and assist with procedural clarifications, suggestions, and insights
Maintain a high degree of knowledge on various products for each department by attending training classes, reading manuals, and other emails related to products and procedure updates
Takes calls on a monthly basis to practice phone skills, navigation and product knowledge
Handle Call Quality mailbox; responding and actioning emails in a timely manner
Act as a mentor to Call Reviewers by providing coaching, training and ongoing support to them for call evaluations requiring advanced knowledge
Facilitate new hire presentations, and internal and client calibration sessions to ensure consistency in call quality procedures
Maintain Department's Standard Operating Procedures
Create reporting using Excel and/or PowerPoint as needed for Department stats
Internal candidates must have DPS Tier 4 experience and performing at Meets or Exceeds on KPIs; preferably recognized by their manager as an individual with program subject matter expertise
Typically requires a minimum of 3 - 4 years of experience in a customer service environment preferably with quality assurance experience
Typically has 1 year of experience as a Call Reviewer
Excellent listening skills, attention to detail and ability to accurately document customer experience based on set guidelines
Must have excellent written and verbal communication skills in English; Bilingual preferred
A decisive self-starter who is able to perform with a minimal amount of supervision, and who is flexible and able to work well with a variety of people
Solid PC skills in a Windows environment
Ability to prioritize work to meet the needs of the business
Ability to meet deadlines and daily production goals
Knowledgeable of the payments business and VISA operating procedures
Knowledgeable of multiple Visa product lines
Leadership and interpersonal skills
Advanced knowledge of multiple Visa product lines
Moderate presentation skills
Be able to travel on occasion to support the Quality and Training Departments

Lead Call Reviewer Resume Examples & Samples

Operates at an EXPERT LEVEL for GCCS DPS services across all tiers and at minimum 80% of all related services
Proven strong communicator with engagement experience with senior leadership and preferably: clients and/or account managers
Proven strong presenter with experience presenting to senior management groups using MS Office products: Excel, Word & PowerPoint
Excellent written and verbal communication skills in English (Bilingual in Spanish preferred)
Experience with Lead or Manager level usage in the NICE call recording platform
PC skills: Excel, Word & PowerPoint
Review calls handled by customer service representatives and rate their proficiency in a number of skills, including the understanding of customers´ needs, adherence to procedures, accuracy of information given and communication skills
Deliver effective constructive feedback to assist in development of representatives' call handling skills
Review skills gaps and make recommendations to management, assisting with procedural clarifications, suggestions, and insights
Serve as escalation point for complex evaluations requiring advanced knowledge of all product lines
Assist with departmental operations and ensure that a high level of professional service is provided by training and retraining operators
Research and analyze transaction patterns and react quickly to high-risk situations
Participate in coaching and employee development activities
Aid the department manager in monitoring daily departmental operations and achieving quality service level standards
May provide feedback for development of training program or training program updates
Identify opportunities for process improvements and needed procedural modifications, working in coordination with the training department and management to address these issues
Act as mentor to senior and associate reviewers by providing coaching, training and ongoing support
Facilitate internal and external call calibrations and meetings to ensure consistency in call quality procedures, communication of call quality metrics and presentation of guidelines
Act as manager in absence of the department manager
Assist in special projects and assignments as needed
Take calls on a monthly basis to ensure close alignment with current processes and services, and eventually support production on peak days
Handle the department inbox, responding to and act on emails in a timely manner
Create and update reporting using Excel and PowerPoint as needed for departmental metrics
Maintain the department's Standard Operating Procedures
Minimum 6 years of experience in a customer service environment, with quality assurance experience
Minimum 1 year experience as a Sr. Call Reviewer, or relevant experience
Excellent written and verbal communication skills in English; bilingual Spanish/Portuguese/French/Italian/German preferred
Solid PC skills: Excel, Word & PowerPoint
Able to prioritize work to meet the needs of the business

Senior Call Reviewer Resume Examples & Samples

Review calls/chats/emails handled by representatives and evaluate their proficiency in a number of skills, including understanding of customers´ needs, adherence to procedures, accuracy of information given and communication
Deliver effective constructive feedback to assist in development of representatives' call handling skills and overall service delivery
Highlight trends in representatives, department, and service performance. Address performance concerns with QA leadership, and assist with procedural clarifications, suggestions, and insights
Facilitate calibration session to ensure consistency in call quality and order review procedures
Serve as representative for communicating quality assurance metrics
Maintain a high degree of knowledge on various products for each department
Typically requires a minimum of 4-6 years of experience in a customer service environment (Global experience preferred)
Strong verbal, written communication and presentation skills
Decisive self-starter who is able to perform with a minimal amount of supervision, and who is flexible and able to work well with a variety of people
Requires accuracy and attention to details
REFFERRED: Previous experience in the payments industry
PREFERRED: Some quality assurance or audit experience.

DPS Lead Call Reviewer Resume Examples & Samples

Self-starter who is able to perform with a minimal amount of supervision, and who is able to work well with a variety of people
Able to constructively support decisions on call evaluations with internal clients
Able to contribute and work in a team environment
Able to travel occasionally – less than 10%

Senior Call Reviewer Resume Examples & Samples

Evaluate order reviews performed by representatives in order to provide feedback on decision making skills, process adherence, and merchant expectations
Deliver effective constructive feedback to assist in development of representatives' order review skills
Highlight trends in representatives, department, and service performance. Address performance concerns with QA Manager, and assist with procedural clarifications, suggestions, and insights
Participate in departmental calibration sessions to ensure consistency in fraud review procedures
Serve as representative for communicating quality assurance feedback and opportunities
Align regularly with the quality team to ensure effective partnerships and accurate decision making with team mates
REQUIRED: Fluent Bilingual in English and Portuguese
PREFERRED: Previous experience in the payments or fraud industry
Typically requires a minimum of 2-4 years of experience in a customer service environment (Global experience preferred)

Call Screener Resume Examples & Samples

Interacts with company personnel at all organizational levels
Sets up and breaks down meeting spaces, arranges for WebEx as needed
Coordinates activities between departments and/or outside entities
Proficient in Microsoft Office suite and social networking platforms
Effective collaborator with multiple levels within an organization, in person or over the phone

Senior Call Reviewer Resume Examples & Samples

Facilitate internal and client calibration session to ensure consistency in call quality procedures
Serve as escalation point for contested calls or calls requiring advanced knowledge of product lines
Serve as representative for communicating call quality metrics. Duties may include presenting to new managers or other groups as needed. Conduct presentations including but not limited to New Hire Call Quality
Serve as backup to Call Quality Manager
Perform coaching sessions and/or side by sides with at-risk agents as requested by Production
Act as mentor to Call Reviewers by providing coaching, training and ongoing support
Assist Production by floor walking and other tasks to support service levels
Takes calls on a monthly basis
Help manage vendor sites; responsible for hosting meetings, spot checks, reporting and communication
Available to support the Training Department by facilitating classes
Monitor and respond to emails in the Training Mailboxes; write Training Flashes when requested
Typically requires a minimum of 4-6 years experience in a customer service environment with quality assurance experience
Language skills are preferable but not required
Able to meet daily product goals
Must be bilingual Spanish & English

Senior Call Reviewer Resume Examples & Samples

Facilitate calibration session to ensure consistency in call quality procedures
Serve as representative for communicating call quality metrics. Duties may include new hire training and presenting to new managers or other groups as needed
Serve as backup to call quality manager
Key Requirements for GCCS Employees
No Disciplinary Actions on file for the last 12 months
6 Months QA Monthly average of 90+ Points
6 Months meeting or exceeding Attendance and Adherence requirements
6 Months meeting or exceeding Handle time targets
Typically requires a minimum of 4-6 years experience in a customer service environment with quality assurance experience. (AP, Canada, LAC, US) OR Professionally qualified or studying towards qualification with demonstrated knowledge in area of assigned tasks. (CEMEA)

Real-time Call Routing Administrator Resume Examples & Samples

Monitors and maintains agent adherence through the use of various systems
Coordinates off-phone agent activity scheduling, such as team meetings and training events
Must be able to interact, communicate to and report about agents, oral and written, without personal conflict
Accepts change with a positive attitude
Ability to maintain high level of confidentiality and work with highly sensitive data and information

Call Centre Resume Examples & Samples

Conduct telephone interviews for research purposes only
Demonstrate a courteous, customer service approach
Read a questionnaire verbatim and record answers verbatim
Record answers directly on paper or in to the computer database
Check all responses for accuracy, spelling and grammar
Excellent reading and listening skills
Fully fluent (both verbal and written) in English and Punjabi
Minimum typing speed of 30 wpm
Professional appearance and attitude
Commitment to the team environment
Previous call center experience an asset

Call Transfer Resume Examples & Samples

Must have a minimum High School Diploma or GED
Sales minded professional (hospitality, sales, call center, server, or marketing experience)
Ability to overcome objections
Ability to work in a goal and performance based environment

Call Screener Resume Examples & Samples

Undertakes key administrative responsibilities as well as assists in planning and producing live and/or pre-recorded radio shows which may include news, music, talk, sports, traffic, and feature productions
Generates original ideas, identifies suitable ideas from others, and carries out thorough research
Researches information, obtains materials and assists with contacting and scheduling guests
Gives direction to presenters, content providers, assistants and other crew members
Manages budgets and ensures the efficient use of resources
Obtains permissions or licenses for recording or broadcasting on location, and for the use of music, sound effects and audio archive material
Monitors listener emails, inquiries and responses related to shows
Works in collaboration with presenters, performers or other program contributors, in order to perform quality assurance to meet established production standards, rules and regulations
Uses various broadcasting technologies such as soundboards and editing/production software
Schedules and monitors the radio stream during live recordings
Assists with time-keeping, saving show recordings, archiving show files and post-production editing as directed
May work the board for pre-recorded or live shows
Ability to generate original ideas, and to think creatively about how to communicate them to audiences; has comprehensive knowledge of subjects relevant to specific radio genres
Excellent writing and storytelling skills; ability to tailor and adapt content for different audiences and platforms
Knowledgeable of the radio market, different station/program styles, audience demographics
Knows how to use a variety of recording equipment and to operate different radio studios
Excellent communication skills, complemented by diplomacy, empathy and patience
Ability to build rapport and draw information from people
Can coach and develop others
Has confidence and tenacity to pursue information, overcome obstacles and pitch ideas to senior colleagues
Stress tolerance: ability to work calmly and effectively under pressure, and to react quickly to changes
Ability to plan and organize, set priorities, multi task and meet tight deadlines
Full knowledge of the law, rules and industry regulations around radio production; knows when it is necessary, and how to acquire, relevant clearances and licenses
3+ years’ experience as Radio Producer and/or Assistant in a smaller market or college station

Specialist, Call Excellence Resume Examples & Samples

Conducts call monitoring utilizing the Avaya, NICE and I3 phone methodology, and sampling
Reviews, analyzes, and reports on quality discrepancies as reported through the call monitoring data
Makes recommendations to the Senior Manager Training Excellence (Corporate) as variation and performance gaps are identified through the quality review process
Utilize I3, NICE and Avaya analytics to identify gaps in processes and opportunities for efficiencies
Responsible for entering all call monitoring data into the quality tool on a daily basis, in order to determine causes of quality issues and to solve them
Provides immediate feedback to the Senior Manager Training Excellence that requires performance or corrective action per the quality review process, and adherence to all policies and procedures of the program and organization
Participates in call calibrations to ensure credibility of the quality monitoring scoring process
Participates in trending activities that support the establishment of quality metrics, and continual process improvements across the organization
Responsible for utilizing all technology and resources effectively and efficiently
Recommends training opportunities to improve operational performance through business level data analysis
Provides management with daily, weekly, and month end quality results
Provides feedback to assist in the creation of quality standards, performance improvement goals and the development of training programs
Identify and leverage opportunities to improve the quality management processes, systems, and standards
Ensures the implementation and maintenance around specific processes, technology, and or systems that support the quality management framework
Requires broad training in fields such as business administration, operations, continual process improvement, and quality
Completion of a four year Bachelors’ degree program or equivalent combination of experience and education of at least 3-5 years
Patient and reimbursement services knowledge and experience mandatory
Quality and or process improvement experience an asset
Experience working in a regulated environment or familiar with regulatory body policies and procedures is an asset

Dr Call Phones Resume Examples & Samples

Interact with RightSourceRx patients via the telephone
Interact with Physician's offices and Hospitals
Facilitate positive service and pharmaceutical outcomes
1 to 2 years of experience as a Pharmacy Technician in a retail, mail order, hospital or specialty pharmacy setting
Licensed Pharmacy Technician or Technician in Training in the state of Arizona
Previous call center experience in a pharmacy setting
Strong communication and telephonic skills
Self-directed, but also able to work well in a group
A positive, proactive attitude, energetic, highly motivated and a self-starter
Certified Pharmacy Technician preferred

Call Recording Specialist Resume Examples & Samples

Call Recording experience
Knowledge of Cisco Voice components including CUCM, UCCE & CVP
Knowledge of Session Border Controllers (Client)
8+ Years Telecom experience
6+ years detailed knowledge of Verint Call Recording in a distributed environment
Verint Call Recording Application (Impact 360 version 7.8 or higher)
SIP protocol knowledge a plus
Capability of keeping documentation up to date for all recording and telecommunications systems
Ability to proactively analyze, troubleshoot and resolves telecommunications and recording issues in a timely manner
Call Center technology background highly desired
A drive to learn and the ability to learn quickly
Production Support / Operations Experience
Demonstrate excellent problem solving skills
Working knowledge of application deployment process – strongly preferred
Experience in the following technologies strongly preferred

Call Orchestration / Routing Development Lead Resume Examples & Samples

10 plus years of experience in scale-out architecture and high-availability architecture
10 plus years of experience in leading and collaborating large scale implementations and transformations through managing multiple stakeholders at all levels (business, technical and regulatory); understands and addresses organizational barriers
Hands on experience working contact center hardware and software solutions across multiple vendor platforms (e.g. Genesys, Avaya)
Demonstrated knowledge of software development lifecycle, including financial management, agile software development methodologies, values, and procedures
Hands on development proficiency using Java frameworks with major Contact Center solutions and create value-added solutions using the API/SDK available. Drive vendor roadmap to meet business requirements
In-depth platform knowledge
Deep knowledge of current technologies including Open Source, J2EE (JSP, Servlet, JSP, etc.), web application development, web services (REST/SOAP/XML), Rich Internet Applications, messaging infrastructures and databases
Deep understanding of Digital, and Cloud concepts
Familiarity with producing conceptual prototypes to visualize & demonstrate key concepts/capabilities to stakeholders
Ensures business requirements are fully understood and that technical design meets all requirements

IVR & Call Routing Telephony Systems Developer Resume Examples & Samples

Application and implementation of platform design patterns and standards for infrastructure components across various platform domains
Delivery Management functions within the build mandate to co-ordinate and drive deployment- related activities
Structured focus on project delivery to implement deliverables for their respective and specialized areas of infrastructure build; and
Specialized Services functions that provision contact center infrastructure and network-related infrastructure work for Real Estate and/or Branch environments, hardware assets etc

Awesome Opportunity for Christmas Call Suman Immediately Resume Examples & Samples

They will meet w/ their area supervisors to conduct pre shift stretching
They will be assigned to either unloading boxes directly off of the trailers, moving the packages onto the different sorting conveyor lines or they will be helping to move larger packages onto different material handling equipment that is operated by FedEx employees (think of how they move luggage around be it goes onto the plane)
This requires lifting boxes alone that are anywhere from 5-40lbs

Marigold Server Call-in Resume Examples & Samples

Serves breakfast, lunch, and dinner meals at Marigold
Ensures guests receive service that is prompt and technically correct, with minimal interruptions at the table
Follows the Marigold Lodge Dining Manual and Marigold Service Manual
Must be punctual and work well under pressure
Understanding of the confidentiality and sensitivity of a business setting
Responds to change quickly
Ability to take orders and serve breakfast, lunch, and dinner guests
Ability to perform general cleaning duties in the Dining Room and Learning Center
Performs additional responsibilities as requested to achieve business objectives

One Call Resume Examples & Samples

Our patients and the care they receive is our highest priority. An ideal candidate will take pride in putting their best foot forward every day to make sure that the UPHSM team has the patient on the forefront of everything we do
Heavy physical effort may be required including lifting 50 pounds or more, prolonged standing and walking, and manual dexterity
Given the unpredictable nature of healthcare, there may be rare instances when you will be asked to contribute more or less time than you are traditionally scheduled for
We believe in the power of a positive attitude, applicants who are excited to do their best for patients and are willing to learn and grow as part of a team will thrive with us!
Licensed in the State of Michigan or have obtained a temporary Michigan License as an LPN
Will be required to pass a written and clinical test on medications
Basic Life Support – Health Care Provider (BLS-HCP)

Coord, Call Volume Control Resume Examples & Samples

Utilize core WFM methodologies to manage operational changes in workload and shrinkage deriving from internal and external factors
Monitor internal system influences on staff requirements and drive workforce changes that meet the business needs
Monitor external factors that may impact workload volumes; calculate potential business impacts from these external factors; communicate action plans to the business that address the change in staffing requirements; guide the business through changes in workforce needs
Ensure contact center staff are utilized to provide optimum service levels for customers while contributing to a favorable work environment for employees

Inbound Call Specialist Resume Examples & Samples

1) Provides accurate and timely response to Internal Amex, outside agencies inquiries, cancelled card members and Debt Purchaser via telephone and/or email
2) Process manual work lists according to operating guidelines, process settled in Full; Paid in Full, Bankrupt accounts
3) Responds to all incoming correspondence as outlined in the operating guidelines
4) Update financial adjustments within designated timeframes to the correct ledgers
5) Investigate and action card member disputes and provide feedback and/or outcome to requesting party
6) Accurate and timely payment of agencies via manual or auto invoices
7) Prepare and send Direct Debit, Paid in Full, Settled in Full & Default correspondence to card members as required
8) Archive incoming and out-going correspondence documents as required
9) Understand and comply with all Sarbanes Oxley testing requirements; for example work list penetration timeliness, accelerated write accuracy and timeliness and agency invoice payment processing requirements
10) Achieve an accuracy score of 96% or greater through the Quality Assurance assessment process each month
11) Upon request, action other collections related tasks and projects as and when required
12) Voice Team Member will be responsible for handling first call resolution and closure of predominately external agency and some card member enquiries received through voice, email and written correspondence, with the objective to resolve service related items and the correct actioning of card member accounts
13) Fully trained in call behavior and meet all required market compliance training to accurately service incoming calls from external agency and card member from respective markets
14) Specialist is required to handling over the phone complaints and direct complainants to correct channel should complainants wish to escalate
At least 3 to 4 years of comprehensive credit & recovery experience
Excellent communication skills in English both verbal and written. Additional languages such as Mandarin or Cantonese would be advantageous
Good analytical skills with attention to accuracy and detail
Able to make sound decisions effectively and promptly
At a minimum, intermediary capability across standard Microsoft office platforms
Follow the market specific (local law) requirements for certain types of accounts e.g. Bankruptcy, and settled in Full Account

Workforce Real-time Call Router Resume Examples & Samples

Complies and distributes workforce management reports as needed
Assist with real-time management of call volume to maintain efficient call distribution among all available resources
Assist in managing time off requests through maintenance of the central calendar
Tracks absenteeism as reported to the workforce team
Proficiency in Microsoft Word and Excel Experience with MS Access desirable
Ability to efficiently manage and prioritize multiple tasks to meet established deadlines
Accuracy and attention to detail required
Projects a cooperative and positive attitude toward customers, employees, and the Company
Assists in any administrative paperwork necessary
Must have the ability to work independently with minimal supervision
Ability to work effectively within a fast-paced team environment that is detail oriented
Minimum 2 years of experience within a contact center environment required

Call-intake Liaison Resume Examples & Samples

Answer all incoming 9-1-1 calls, collect important information from the caller, enter the required information into the Computer Aided Dispatch System, and notify other service agencies for action as required
Answer all incoming non-emergency calls, determine the caller’s needs and confirm eligibility. Correctly receive and enter all information regarding the request of a transport into the Computer Aided Dispatch System
When appropriate, provide pre-arrival instructions based upon NAED protocols to callers with a medical emergency
Answer 9-1-1 calls of a fire response nature, entering data into the Computer Aided Dispatch System for the call to be dispatched to the appropriate fire/rescue agency
Maintain the EMD certification provided by the Department
Maintain a professional, courteous demeanor with callers, network providers and any other individual who may contact the Communication Center
Maintain a working knowledge of all Center equipment and applications
Assist dispatchers in alerting customers to any changes or modification to the estimated time of arrival of the transportation resource
Provide exceptional customer service to all customers, both internal and external
Maintain a professional appearance and attitude to ensure a cohesive working environment with all personnel within the Center
Work with other departments to insure a team oriented environment is maintained
Participate in quality improvement activities as they relate to all established “Customer First” service standards
Support and uphold established corporation and departmental policies, procedures, objectives, quality improvement, and safety standards
Maintain performance levels consistent with departmental standards
Maintain competency and enhances professional growth and development through internal certification opportunities
Maintain positive behaviors, approaches, attitude and commitment to interpersonal service toward customers, visitors, and coworkers
Attend scheduled department meetings and training sessions
Maintain all department required certifications/licensures
Ability to work a rotating shift schedule, including nights, weekends, holidays
Must type 32 wpm
Other duties as defined by formal job description

Global Optimization & Call Management Resume Examples & Samples

Position Summary The incumbent will be responsible for managing team of analytical employees managing Contact and Capacity Management. Real Time Monitoring, BCP, ID and Access Management. Manage Inventory, aging, service levels, abandon rates and penetration rates to ensure collection effectiveness targets are met
Interface with Analysts, Team leaders, and other members of management
Manage, update and report real-time activities in the department
Monitor Real Time Adherence (RTA) and communicate staffing discrepancies to Team Leaders
Record and Maintain a count of productive FTEs
Capacity Management for sub-processes
Work with Short Term Forecasting Team in CNO, for IDPs and Staffing
Leave Cap Formulation; provide advisory support on release of FTEs from the process
Communicate systems, voice response and Telecommunication issues to the department
Real time adherence, monitoring and communication. Raise awareness to RTA issues that are impacting service level and aging objectives
Proactively identify improvement opportunities on things such as shift mix, hours of operation etc. 11. Manage Outbound Contacts on Dialer, with minimal abort rate
Analyze and define at regular intervals, best time to contact Card members to improve total Contacts in the process
In-bound call pattern analysis, trending and staff alignment
Maintain strong relationships with the Team Leaders and SDLs to improve overall understanding and awareness of daily/weekly business impacts
Feedback, Huddle timings, training schedules and other Off-The-Phone activities
Shift Rotations
Graduate with 0-3 years of relevant experience preferably in service industry
Good working interpersonal and negotiation skills and the ability to communicate at all levels
High result orientation
Proven ability to drive high productivity & sustained performance
Manage conflict and counsel performance
Strong team player with a high level of integrity
Result oriented and decision making skills
Ability to demonstrate flexibility and resilience in the face of changing business requirement
Strong Analytical skills (Mathematics and Statistics background preferred)
Prior exposure to Capacity Management/ Dialer/ eWFM/ Real Time is Preferred
Environment

Claim Service Rep, Call Intake Centre Resume Examples & Samples

Accountable for providing a high level of customer service, by explaining the claim process, setting customer expectations and capturing accurate information in an effort to ensure all claims are assigned to the most skilled Claim Professional
Documents information and data on new and existing claims accurately in the electronic claim file according to company standards. Accurately uses all technologies and job related software applications
Provides meaningful information to callers regarding claims inquiries in effort to support the company service initiatives
Processes and documents windshield claims and payments promptly according to the company standards, obtaining appropriate authority if required
One year of claims clerical support preferred
Office related or customer service experience or an equivalent combination of education and experience preferred
Bilingualism (French/English) is highly desirable

Call Taker Resume Examples & Samples

Answer all emergency 999 calls and non-emergency calls within Force and National targets
Create incident logs in line with National Standards of incident recording. Ensure that all information is accurate and complies with local policies and national legislation. Where an incident requires the deployment of an officer ensure that this is expedited via a Dispatcher
Using systems, procedures and problem solving skills, attempt to resolve queries in a manner that is acceptable to the caller and agreed by them, without allocating a police officer
When the caller requires advice ensure that the subject is properly researched and correct advice is given, and an incident log is created including the advice you have given to the caller
Operate computerised systems in support of the function in an accurate and timely manner
Respond to enquiries from other agencies or people requesting information
Inform the duty supervisor promptly of any serious incidents and any other matter requiring a supervisor’s attention, i.e. pursuits, firearms incidents etc. In addition ensure such incidents are brought to the immediate attention of the FCR Supervisors or, where appropriate, the operational supervisor responsible for that area
Undertake the training appropriate to the switchboard and carry out the role of switchboard operator as required to meet organisational needs
Participate by active involvement in any consultation or Force Control Room user group meetings, with the aim of improving the quality of service provided
Promote best practice by highlighting or suggesting improvements in working practices, arrangements or technology
Understand and enforce corporate policy as regards the use and abuse of emergency telephone lines
Provide cover for the Town Enquiry Offices, for which the key responsibilities are
Maintain up to date and accurate Enquiry Office records both manually and computerised to assist with the smooth running of the office
Accurately record and check details of documents produced by members of the public, completing appropriate documentation and passing the information on to the relevant person
Adhere to and follow procedures in place for dealing with situations for example Warrants, Road Traffic Accidents, fixed penalties and lost dogs
Ensure items handed into the Enquiry Office are recorded and stored safely, giving consideration to the item being surrendered
General administration duties, including the provision of typing support for station staff, filing, stationery stock, the use of telephone, fax and computer terminal as required
Regularly check and update the pending file, passing details onto relevant officer
NVQ Level 3 or equivalent in Customer Care or experience in Customer Service Environment
Experience dealing with telephone enquiries
Demonstrates experience in using Microsoft Office and windows based packages
Demonstrates the ability to develop strong working relationships internally and externally
Communicates effectively and clearly both verbally and in writing avoiding jargon
Demonstrates the ability to analyse verbal information and extract relevant data from this
Experience of dealing with vulnerable, upset and angry customers
Demonstrates knowledge of customer care issues

Call Handlers Resume Examples & Samples

To answer all calls in a professional, courteous and efficient manner using the an approved company greeting
To accurately record and update all call information on the appropriate electronic systems in accordance with the Data Protection Act (this includes bespoke IT systems IT systems and Microsoft systems such as Excel, Word & CRM)
Transfer calls and messages internally during normal office operating hours, using Microsoft Outlook/GMail
Ensure issues and untoward incidents are escalated to the appropriate department lead / manager in a clear and concise manner
Communicate effectively with appropriate others to minimise risk
Builds positive relationships with customers and colleagues to ensure the provision of a quality service
Works collaboratively with all stakeholders and team members
Provide support to other departments as required
Complete all relevant documentation to deadline in accordance with professional, contractual and company requirements in a timely manner
Ensures confidentiality is maintained at all times, adhering to data protection and maintaining Caldicott Guidelines
Operates within the equality and diversity framework at all times
Participates in bi annual Employee Development Review (EDR)
Follow G4S policies and procedures at all times, adhering to legislation and best practice
Actively participates in training as identified in conjunction with Line Manager
Carry out any reasonable request from your Line Manager
Manage the allocation of shift resources to meet contractual obligations in line with medical protocols and staff competence
Knowledge of excel / word/ outlook
Awareness of the Data Protection Act
Flexibility to change shifts to help cover sickness and annual leave
Ability to establish and maintain effective working relationships throughout the organisation and at all levels
Pays attention to detail
A developing awareness of the PSSH structure
Driver- Enfield

Call Transfer Team Lead Resume Examples & Samples

Developing and training Team Members to ensure understanding of company policies, standards of conduct, basic sales techniques, dialer protocol and HGV product knowledge
Assist in executing the overall team production plan
Provide direction for Team Members with emphasis on increasing package sales and Volume per Guest while ensuring that the team is living the Hilton values and providing our guests the highest degree of customer service
6 months timeshare/contact center sales experience
Requirement 3
Preferred 1
Preferred 2
Preferred 3

Call Centre Resume Examples & Samples

Managing Quality of Service
Ensure staff members stay abreast of all changes and additions to knowledge base
Staff Management
Act according to performance management process
Matric or relevant qualification
Customer Service supervisory experience in a Call Centre environment would be advantageous
Computer literacy essential (MS Word, Excel, Outlook, Listener)

Will Call Resume Examples & Samples

Quality control checking of all items for will call orders and scanning them to bins
Pick items and orders requested by customers and BTC account mangers
Assist in the preparation of trucking orders
Lift items up to 70 lbs. occasionally with assistance
Remain on your feet (standing or walking) for extended periods of time
Verify shift will call orders, ensuring product placement in the correct bin
Check accuracy of will call orders placed in bins
Shift: 9:00 am - 5:30 pm
Demonstrated ability to occasionally lift up to 70 lbs. of product with assistance
Demonstrated ability to be on your feet for extended periods of time
Prior will call order fulfillment experience

Regional Director, Last Call Stores Resume Examples & Samples

Drive top line sales and profit contribution by providing day-to-day guidance to the store teams in the merchandising and operations of Last Call stores
Oversee store communications with Buying Teams to execute allocation and markdowns, while driving sales and maximizing gross margin
Provide in-store merchandising direction to maximize productivity, enhance visual standards, and provide a great customer experience
Plan, coordinate and execute new store openings for successful results
Partner with appropriate advertising and marketing team members to finalize each season's promotional calendar and accompanying advertising budget by location
Challenge the stores to leverage sales promotion systems, best practices and tools (new accounts, store driven events by market opportunities, email and clientele capture) to maximize results
Controls expenses and payroll budgets, while partnering with the corporate NMS financial and planning divisions to develop accurate plans and forecasts for the stores
Identify operational and merchandising efficiencies, best practices, cost saving opportunities, and shortage improvements while implementing these practices across the Last Call Stores division
Achieves customer service objectives by recognizing and communicating customer service opportunities, and then holding teams accountable to quality standards
Hire, train and develop successful Store Managers and store teams

Board Op / Call Screener / Reception Cover Resume Examples & Samples

Operates control board for studios and remote programming
Regulates program timing, operates syndicated programming, and plays commercials
Monitors the technical quality and accuracy of incoming and outgoing on-air programming from master control room
Supports off-air commercial production, dubbing music to hard disk and programming automation computers
Protects station’s license by censoring live programs and deleting words/phrases not permitted on air
Executes playlists for server, tape, or simulcast programming
Assists with adjusting signal and programming content to ensure transmission meets federally mandated broadcast standards
Processes time-out programming for accurate play back
Monitors and updates weather, traffic and news reports into automation equipment
Checks studio equipment for proper functioning and notifies Engineering of technical malfunctions affecting quality of the broadcast
Screens in-coming phone calls and selectively chooses callers for On-Air Talent and talk shows
Handles emergency inserts (e.g. news updates, breaking stories, alert system tests, etc.)
One weekend shift on Saturday is required as part of the 30 hour week
Proficient in Microsoft Office Suite, Windows, Adobe Audition or similar audio editing software, Wide Orbit or similar automation system
Time management and attention to detail
Flexibility in work schedule, including evenings, overnight and weekends
Functions well in a fast-paced environment with tight timeframes and multiple demands
6 months in a related role and/or technical training

Mgr / Appl Specialist / Call Back Resume Examples & Samples

Prepares activity and progress reports regarding the activities of the applications systems and programming section
Assists in projecting software and hardware requirements. Assigns personnel to various projects and directs their activities, reviews and evaluates their work, and prepares performance reports
Focuses on packaged systems for solutions to business unit resolutions. Develops work plans accurately estimating tasks, setting budgets, completing through ETC's
Leads multiple projects in all aspects of information systems lifecycle (information planning, business requirements definition, implementation, productions support)
Manages review meetings with user committee(s) to assist in establishing Project priorities. Guarantees efficient and effective completion of project assignments in accordance with standard procedures. Manages training when applicable
Provides accurate and timely recording of time against tasks assigned. Assures subordinates time is accurate and recorded properly

Service Call Reduction Specialist Resume Examples & Samples

Performs diagnostics includes toggling of multiple applications and sessions to troubleshoot & research issues
Resolves complex service related issues related to Cox products and equipment including but not limited to, video, HD, Cox High Speed Internet, Cox Digital Telephone, and Home Security by directing customers through a series of troubleshooting steps
Communicates with internal & external customers to confirm problem resolution and cancel unnecessary trouble calls
Updates customer account information when issue has been identified
Analyzes reports to identify work orders that may have opportunities for resolution to avoid truck roll and without resulting in repeat calls/truck rolls
Evaluates and resolves trouble calls using all available tools to resolve the problem
Monitors outage notification tools (e.g. SBONS) to proactively prevent unnecessary trouble calls
Educates customer on customer equipment (e.g. set top boxes, modems, remote controls, etc.)
Effectively uses troubleshooting tools such as Home Certification, EdgeHealth, ICOMS, Oracle and other reporting tools
Resolves questions/concerns effectively and efficiently through the use of active listening and personalizing techniques based on the customers’ needs
May research recurring problems associated with any part of the Cox Digital & Data products, to include but not limited to non-responding set top boxes, cable modems, connectivity problems, hardware compatibility issues, EOD, and HDTV problems
Enhances team productivity by documenting trends, escalating appropriately, and may contribute to methods and procedures documents

General Duty / Night Call Resume Examples & Samples

Directs or escorts mourners to parlors or chapels in which wakes or funerals are being held
Greets people at the funeral home
Offers assistance to mourners as they enter or exit limousines
Acts as a pallbearer
Arranges floral offerings or lights around caskets
Carries flowers to hearses or limousines for transportation to places of interment
Cleans and drives funeral vehicles in funeral processions
Performs a variety of tasks during funerals and visitations to assist funeral directors and ensures that services run smoothly as planned
Places caskets in parlors or chapels prior to wakes or funerals
Cleans funeral parlors and chapels
Assists licensed embalmers or apprentices with removals and transfers of the deceased to the designated location
Ensures all SCI policies and procedures are carried out for each removal and transfer
High school education or equivalent or relevant work experience would be a definite asset
Funeral industry experience would also be a plus
Must hold valid current license to perform duties, operate crematory, drive a car or hearse
Good driving record & must provide a driver’s license

Appl Spec / Interm / Call Back Resume Examples & Samples

Responsible for ongoing provider educational and support activities with the electronic medical record system (Canopy/Cerner). Experience with the system Cerner PowerChart/Millennium EMR and hospital workflows highly desired
Provides enhanced customer support through troubleshooting, research/fact finding and training opportunities
Promotes Canopy adoption and use of the system through monitoring Meaningful Use metrics and Cerner efficiency data
Provides on-site support in in person via rounding through the facilities and via telephone. In addition to remaining up to date and proficient on system enhancements through knowledge sharing, detailed training and technical documentation
Participates in departmental and facility leadership meetings with heavy customer relationship management development and oversite
Creates Canopy Communications and short how to videos and must possess excellent verbal and written skills
Develops PowerPoint presentations and works with Microsoft Office solutions Word, Excel and Outlook on a regular basis
Responsible for an On Call Rotation and support coverage for providers on a regular basis

Inbound Call Specialist Resume Examples & Samples

Provides accurate and timely response to Internal Amex, outside agencies inquiries, cancelled card members and Debt Purchaser via telephone and/or email
Process manual work lists according to operating guidelines, process settled in Full; Paid in Full, Bankrupt accounts
Responds to all incoming correspondence as outlined in the operating guidelines
Update financial adjustments within designated timeframes to the correct ledgers
Achieve an accuracy score of 96% or greater through the Quality Assurance assessment process each month
Voice Team Member will be responsible for handling first call resolution and closure of predominately external agency and some card member enquiries received through voice, email and written correspondence, with the objective to resolve service related items and the correct actioning of card member accounts
Fully trained in call behavior and meet all required market compliance training to accurately service incoming calls from external agency and card member from respective markets
Specialist is required to handling over the phone complaints and direct complainants to correct channel should complainants wish to escalate

Will Call Assoicate Resume Examples & Samples

Coordinate customer will calls (generating and coordinating pick- ups
Provide customer services sales support as needed; key in all national accounts special orders and customer orders
Coordinate van deliveries – generate them for routing and have them picked and staged by warehouse
Coordinate Intercompany and vendor pick ups and BRTs
Back-up for Sales Admin with E-Sysco, receptionist and other roles as assigned
Bill add-ons, daily donations, office supply orders, and customer billing only invoices
Set up UPS shipments through will call when needed
During down time will perform duties as assigned and work the work queue for incoming calls for customer service
Support customer request for credit process
Employee Cash Sales Program –make inventory lists, distribute lists, take orders, hand out orders, and collect and turn in payments
1 year experience customer service or customer facing role
Ability to speak effectively with customers or associates of an organization
Must have exemplary listening skills to facilitate effective two- way communication
Must be able to use a data entry portal or CRT

Lead One Call Specialist Resume Examples & Samples

Interprets and processes all One-Call tickets and follows through to ensure ticket closure, (Normal, Short notice, Emergency)
Ensures that industry best practices are being followed throughout the One Call group
Builds business cases for any growth or technical advancement and presents them to management
Maintains shift schedules in the One Call group to ensure coverage for all One Call required tasks
Provides guidance to all One Call Specialists and Senior One Call Specialists
Provides or coordinates training for field personnel on appropriate processes and/or technologies to be used to ensure accurate one call ticket handling; ensuring the safety of all and preventing potential damage to our pipelines / facilities
Collaborates with state One Call Centers to ensure company facilities are accurately mapped and properly protected
Participates in industry damage prevention events
Maintains applicable company policies, plans, and procedures
Serves as the point-of-contact for all incoming requests to locate pipelines; prioritizes incoming requests
Logs pertinent information and prepares data for use in the field and forwards requests to the appropriate personnel
Acts as liaison to Field Operations, One Call Centers in other companies or subsidiaries, and departments, i.e. Pipeline Safety Department, and EH&S
Trains others on IRTH Software (Information Retrieval and Ticket Handling System) use and ticket processing
Maintains effective communication with key stakeholders; including Operations, Engineering and Gas Control personnel
Reconciles and processes all invoices received from the One-Call Center; submits for payment
Other tasks as required
Attitude of responsiveness and excellent call-handling and customer service skills; required to work with individuals at all levels of the organization
Requires strong oral communication and interpersonal skills, as demonstrated by successful interactions with others where tact and diplomacy are needed
Demonstrated skill in organizing, scheduling and planning work to maximize coordination of office and field resources and operations
Requires ability to handle multiple projects and work effectively under deadlines and changing priorities and conditions. Must have experience working in a fast-paced team environment
Self-motivated and able to work with little or no direct supervision
Previous leadership experience a plus; ability to lead and train others
Must possess the ability to comprehend and interpret data received via One-Call Tickets
Computer experience required – must possess the PC skills and experience to navigate various Windows-based software and mainframe systems
Strong decision making and problem solving skills, even in the absence of complete information
Ability to work productively in a team-based, professional, open office environment
High school diploma or post secondary certification in administration, data management or related field required
8 years related experience, preferably in a One Call / Damage Prevention environment
Technical writing skills would be an asset

One Call Specialist Resume Examples & Samples

Consults maps, files, GIS (Geographic Facility Information System), and other applicable software to verify contractors' line locations
Generate data reports as needed: (pipeline safety, internal efficiency, etc.)
Maintains and updates Pipelines data system, GDT (Geographical Data Technology) for geographic boundaries, buffer zones, etc
Suggests process improvements to further enhance safety, efficiency, and customer satisfaction and demonstrates strong teamwork
Must possess a safety mindset
An attitude of responsiveness and excellent call-handling and customer service skills; required to work with individuals at all levels of the organization
Demonstrated commitment and sense of urgency to protect people, our communities and the environment by having an interdependent safety mindset, explicitly meeting applicable regulatory obligations and a continuous focus on incident free operations
Requires ability to handle multiple projects and work effectively under deadlines and changing priorities and conditions
Experience working in a fast-paced team environment
Ability to comprehend and interpret data received via One-Call Tickets
Computer experience required – must possess the PC skills and experience to navigate various Windows-based software and mainframe system
Ability to learn PC applications such as IRTH, mapping software, etc. and ability to learn company applications such as SAP, etc
Ability to accurately interpret geographic media, i.e. maps both paper and electronic
Able to work productively in a team-based, professional, open office environment
High school diploma or equivalent, or post secondary certification in administration is required
2 years of related experience is preferred
This position may require travel to other company locations for temporary assignments, meetings, or training which would involve some overnight stays away from home
Depending on the qualifications of the applicants, the successful candidate may be offered a position at a more appropriate level and/or ladder

IVR Call Routing & Dialer Specialist Resume Examples & Samples

Troubleshoot and diagnose IVR and/or ACD routing errors or failures
Maintain and monitor inventory of ACD applications, skill sets and IVR scripts
Maintain and monitor inventory of ongoing IVR and ACD projects
Acting as end to end IVR/Routing Prime for various projects
Creating and maintaining system and process inventory logs including infrastructure (i.e. routing configurations, toll free numbers, call flows, and application parameters etc..)
Partner with third party vendors to implement required changes and updates to the IVR
Test all IVR and call routing changes prior to deployment and monitor progress post-deployment
Provide operational and technical expertise and support to cross-functional teams as it relates to IVR and/or call routing changes
Present data-driven recommendations to an executive audience
Responsible for day-to-day monitoring of predictive dialer system and calling lists imports
Troubleshoot and resolve any ad-hoc dialer related concerns
Conduct an ongoing review of the dialer settings, functionalities and strategies to identify areas of opportunities for all lines of business
Monitor dialer performance, identify trends and areas of concern and propose solutions to enhance performance
Minimum 2 years experience in a similar position
Experience with Avaya, Nortel and/or Cisco automatic call distribution systems and technology
Hands-on experience in supporting complex voice and call center environments
Proven track record of taking initiative as well as translating and presenting data insights into recommendations
Experience in a Business Operations role
Experience in call centres or workforce management
Deadline driven with excellent project and time management skills
Fully proficient in MS Office (Excel, Word, PowerPoint, Outlook)
Demonstrated ability in change management
Proven ability to deliver on critical projects and to partner with cross-functional business teams
Analytical and problem-solving skills required to clarify, analyze and investigate client needs, identify potential roadblocks, develop solutions and ensure timely implementation
Familiarity with Aspect and agent scheduling considered an asset
Advanced Excel modeling and/or SQL considered an asset

Dr Call Phones Resume Examples & Samples

Interact with members via the telephone
Interact with doctor's offices and hospitals through inbound and outbound calls
Work from a queue on prescriptions needing additional clarification
Must have an active Pharmacy Technician or Tech in Training license in Arizona
6 months of experience as a Pharmacy Technician OR equivalent experience in a pharmacy call center setting
Must be able to become certified by the Pharmacy Technician Certification Board (PTCB) within 10 months of hire
Ability to comply with Humana’s tobacoo-free policy in the state of Arizona (see below for more details)

Call Specialist Resume Examples & Samples

Actively engaged in obtaining a Bachelor's degree, preferably in a behavioral science is required or Bachelor's degree, preferably in a Behavioral Science is preferred
Experience with computers and demonstrated proficiency with software programs
Working knowledge of managed care environment, procedures and criteria, is preferred
Knowledge of psychiatric clinical criteria
Outstanding customer services skills is required

Call Screener Resume Examples & Samples

Always professional, with a friendly tone
Receiving inbound calls from prospective leads and existing clients and Transferring calls to the correct recipient
Use the correct, corresponding script that is appropriate for the call made or answered
Exceptional interpersonal communication and customer service skills
Ability to communicate effectively via email, orally and in written form with co-workers, clients, and employees
Multi-line telephone experience
Intermediate computer skills (Mac and/or PC)
Proficient using Microsoft Word, Excel and Powerpoint
Three to five years' experience in this field of work is preferred

Call Direct Trust Team Lead Resume Examples & Samples

Directly supervise staff including training, coaching, scorecarding, constructive feedback regarding client service, and assisting with performance development and reviews
Assist manager with issue resolution
Effectively communicate with all staff levels. Network and build relationships within the organization
Audit the majority of the department’s trading transactions
Assist in the development of internal client related policies and procedures
Participate in periodic “users group” meetings with LOB, Investment Operations and system personnel
In a centralized environment, receive operational and system related inquiries via phone calls, faxes and e-mails from external clients
Log issues and follow through until issues are answered/resolved. Respond back to originator within established guidelines
Answer general inquiries regarding Trust Operations, Trading & KeyLink. Assist with mainframe system and other miscellaneous issues
Coordinate directly with Trust Operations and Administration to resolve and correct problems and errors
Research issues to identify problems/issues as they occur (isolated) or global issues
Take trade orders directly from external client and process them directly in the Decalog system
When global issues are identified impacting internal and/or external clients, coordinate with the appropriate areas of Operations and LOB to facilitate correction, streamline processes and/or participate in clarification and resolution
Conduct extensive research and problem resolution. Research complex issue’s pertaining to each Operational Area in Trust (Corporate Actions, Income Collections, Trade Settlement, Free Receipts & Distribution, Cash Processing, Funds Accounting, Statement Preparation, AmTrust Systems, Decalog & KeyLink)
Communicate orally and in writing with Trust Administrators, Investment Officers and Associates nationally as well as Investment Operations Managers and staff
Form and maintain good working relationships with LOB and Operations staff on all levels
Participate in committees and assist in testing and implementation for KeyLink andWealth Portal issues
Participate in testing for Business Resiliency
Back up peers during times of absence
Participate in special projects as may be assigned
Degree in business administration or equivalent work experience
Comprehensive understanding of Trust business
Minimum of five years experience in areas of Trust Investment Operations or Administration
Comprehensive working knowledge of KeyLink system
Excellent organization and time management skills

Call Director Resume Examples & Samples

Communication by Telephone and direct contacts will consume 95% of the work day
Keying and identifying where to transfer the call on a Personal Computer (PC), a minimum of 95% of the day
Must be able to follow a call guide
Identify telephone problems as they occur and report to supervision
Handle calls in a timely/accurate manner as not to impair the meeting of MTM requirements
Must be able to meet performance standards
Mentor co- workers and work in a team environment
Use critical thinking skills to analyze and verify inquiries using the ISIS system, related research material or other systems
Determine the course of action needed to handle the call
Handling return mail and address changes throughout the day
Work is repetitive requiring at least 95% of the day answering the telephone and 80% using PC. Minimal filing, sorting, and stapling is required
Listening, communication and organizational skills are required
Good attendance record required
Experience with ACES, MASK, OTIS, ISIS and PC is preferred
Experience in telecommunications preferred
Knowledge of enrollment information is required upon completion of training
Knowledge of ISIS, Knowledge Management, OTIS, Imaging, Deltek, Lotus Notes, Client Letter. Internet are required upon completion of training
Proficiency in Grammar, Spelling, Writing, Typing and Cognitive skills are required
The ability to interact positively with external customers and all levels of internal staff

Call Study Reviewer Resume Examples & Samples

Observes customers' journey through the various support channels Sears offers, both through listening observation of recorded inbound calls and reading of chat transcripts
Reviews the quality of interactions, identifies difficulties or issues encountered, and documents notable occurrences
Reports results of observations in a detailed manner using a spreadsheet-based study tracker

One Call Operator Resume Examples & Samples

Calibrate one call line identification equipment and maintain documentation certification
Install appropriate identification on company owned lines within specified timeframe through one call process
Locate all underground facilities for One Call notifications
Notify lease operator of planned digging and boring activity near flowlines and pipelines
Provide one call data for reports to governmental agencies
Record one calls in a "system" that allows for timely locates and is broadly viewable by division
Oversee digging and boring in and around lines (Line Crossing Inspections)
Keep pipeline map data current with GIS
Must be able to read and understand maps
Maintain compliance, in conjunction with and through close coordination with the Foreman and EHS Department, for all regulatory, environmental, and safety issues
Support and maintain all company policies
Secure and maintain all Devon issued equipment, including but not limited to computers, vehicles, and analysis or test equipment
Has the responsibility and authority to stop unsafe work by employees or contractors
Must be flexible, willing to work weekends to cover PTO for other team members
Will be on-call for One Call on weekends on a rotating schedule
Travel and work extended hours on short notice

Inbound Call Taker Resume Examples & Samples

Responsible for answering 100+ customer phone calls per day
Accurately enter service requests in Oracle from phone, email, voice mail and fax
Ability to ask questions, determine what support the customer requires, and correctly route service requests
Accuracy in obtaining customer information for Oracle database management
Hours are 8:30am to 5:00pm Mon - Fri
Your qualifications must include a high school diploma or equivalent
Minimum of 2 years similar customer service experience in an automated environment
Strong PC literacy, data entry and organizational skills
Experience in a customer call center environment a plus

Inbound Call Taker Resume Examples & Samples

Responsible for answering 65+ customer phone calls per 4 hour day
Accurately enter service requests in Oracle and OSI from customer phone calls
Accuracy in obtaining customer information for Oracle and OSI database management

Call Centre Operator Resume Examples & Samples

Lodge service requests and record in the DEIS (Defence Estate Information System)
Coordinate and monitor service requests
Provide support to Estate Upkeep in the provision of data and management of work orders
Respond to client needs and facilitate resolution in a timely customer-focussed manner within the agreed service level
Support team members and the BSSC Manager
Attend team meetings; actively contribute by putting forward new ideas and sharing learning experiences
Manage and collate data relating to deliverables i.e. Cancellation of orders / Access issues
Manage and ensure accuracy of data entered into Team Site
You must be an Australian Citizen to be eligible to hold a Defence Security Clearance to the level of Secret
Current valid Drivers’ Licence
Competent in the application of all aspects of the RMS Defence software system
Exceptional customer service, interpersonal, problem solving and communication skills
Excellent computer skills in MS Word, Excel and Outlook
Experience working with and being able to interact with people from diverse national, cultural and linguistic backgrounds
Will be required to work flexible hours to meet demands. Roster will cover a 24 hour period

Call Router, Temp Resume Examples & Samples

This position was created to help facilitate fast response and resolution to customer requests
Assist with answering initial incoming calls
Process calls as dictated by standard operating procedures
Document the customer’s issue and requests in SecureTrak
Assist with ticket assignment as necessary
Answer basic questions and resolve basic issues
Two shifts open for a 2 month period
8am to 5pm
11am to 8pm
Previous customer service experience, preferably in a call center environment
Working knowledge of Windows. Knowledge of Linux a plus
Type 30 words per minute
High School graduate or above

Cardiovascular Surgery Arnp w / Call Resume Examples & Samples

Post-Graduate Degree
RN and ARNP-State of FL; Certification as Adult, Family, or Geriatric Nurse Practitioner by American Nurses Credentialing Center or American Academy of Nurse Practitioners
Current AHA BLS, ACLS Certifications

Director Call Centers Resume Examples & Samples

Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum service to clients
Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Centers. Performance metrics include call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance
Responsible for development and administration of annual department budget to attain business goals with operational stability
Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development
Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance. Ensure compliance with regulatory agency guidelines and standards
Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision
Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction
Manage and expand client and coworker relationships, and find and close new revenue opportunities within the existing client base
A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale
Actively participate in all training, keeping expert knowledge in all changes to operational and compliance policy, procedure, and system enhancements in order to deliver exceptional service
Leadership skills and the ability to motivate and develop staff; a desire to help others work towards targets and develop their skills
Proven ability to build executive leadership team client relationships, and experience with direct client interaction
Proactive book of business service management
Ability to work within team environment
Accountable for creating and managing a range of measurements to monitor, analyze and plan improvements to call-center performance
Adept communication and organizational skills
The ability to manage change
Exceptional management skills
Financial Services Operational skills
Microsoft Outlook and Word with advanced Excel skills (Salesforce CRM preferred)

Hospice Case Manager Plus Call Resume Examples & Samples

Current and unencumbered license to practice as a Registered Nurse specific to that state the employee is assigned to work by the Company
Minimum of one (1) year of experience as a registered nurse
Current CPR certification
Valid Driver’s License and reliable transportation and agency required liability insurance to complete home visits

Call-intaker for AMR Philadelphia Resume Examples & Samples

Understands and adequately implements the concepts of Emergency Medical Dispatch as published in Principles of Emergency Medical Dispatch (and as customized by AMR) as a minimum standard of care
Allocates EMS resources properly as the need arises by application of appropriate decision making rules and approved protocols
Responsible and accountable for completeness and accuracy of paperwork related to his/her position prior to completion of shift
Responsible for accurate and complete data entry for the shift. This will also include State Run Report data entry as assigned
Responsible for generating applicable reports and checking for accuracy
Assists in locating scene of incidents and selecting the safest, fastest route to such scene using all available locator aids
Relays instructions from supervisors, messages and emergency information
Maintains a current working knowledge of all company policies, procedures, rules, regulations, and memorandums
Follows established parameters/formats in receiving requests for service
Responsible for knowledge and use of equipment, including but not limited to the computer, printers, 911 equipment, recording devices, telephones, and other equipment as assigned by superiors
Adherence to and compliance with information systems security is everyone’s responsibility. It is the responsibility of every computer user to: Know and follow Information Systems security policies and procedures. Attend Information Systems security training, when offered. Report information systems security problems

Shuttle Call Taker Resume Examples & Samples

Required: Customer service skills
Required: Must be able to get to work in all weather conditions including heavy snow
Required: Must be able to work a flexible schedule including nights, weekends and holidays
Preferred: Knowledge of Breckenridge businesses
Preferred: Live in the commuting area

Home Lending Solutions Center Call Screener Resume Examples & Samples

BA /BS degree preferred
1 years of sales experience in financial services preferred
Ability to work independently and successfully in a team environment
Superior organization and time management skills
Demonstrated ability to handle multiple tasks efficiently in fast environment
Effective written and verbal communication skills essential
Capable of delivering results within specified timeframe
Proficient PC skills, including MS Office experience
Successful candidate must meet and comply with all requirements set forth in the SAFE Act, including, but not limited to successful completion of the required background checks and obtaining a Unique Identifier from the NMLS

Outbound Call Specialist Resume Examples & Samples

Highly motivated, focused, flexible, and able to multi-task,
In good standing with performance
Ability to communicate professionally and confidently
Excellent listening skills, understanding customer concerns, and overcoming objections
Maintains and improves quality results by adhering to standards and guidelines
Strong computer skills, specifically in Windows environment
Proficient using PC, Outlook, and databases
Ability to work a flexible schedule including nights, weekends and holidays

Call Centre Administrator X-camden Resume Examples & Samples

Utilise IT to the full and ensure work is progressed effectively
Prioritise workload
Maintain confidentiality of private and confidential information
Handling customer complaints or enquires
To provide telephone assistance to clients with query’s
Ensure correct internal and external distribution of correspondence
To provide an efficient, courteous and professional approach to all telephone callers
To record and convey accurately and at the appropriate time incoming or outgoing messages
To take accurate facts and contact details for the recipient of the message
Carry out filing as per standard filing system, keeping files up to date & any hard copies as required
Monitor internal system to ensure that issues are resolved in a timely manner by the relevant person
Ensure that emails are dealt with appropriately
Any other reasonable management request
Previous administrator experience
Previous experience dealing with telephone enquiries
Outlook efficient
Educated to GCSE level or equivalent
Previous experience of within a customer service role
Ability to operate MS office (Word & Excel) at an advanced level
Educated to A Level Standard or equivalent

Carelink Call Rep Resume Examples & Samples

Answers calls coming through the Care Central call center
Prioritizes and directs calls based on clinical needs and department protocols
Facilitates admissions and transfers in an accurate and expeditious manner
Exhibits proficiency in use of various electronic systems
Assigns rooms in an appropriate and timely manner as directed by Supervisor
Performs administrative duties as requested by manager/supervisor
Performs staffing functions as directed by manager/supervisor
May maintains accurate list of sitter needs and updates/redeploys sitter as changes occur
Accurately inputs information into the transfer database in a timely manner

AML KYC Call Report Regional Anlyst Resume Examples & Samples

Review and evaluate AML risks documented on the AML Call Reports of FCB, CBs and MSB Customers domiciled in any of the 22 LATAM countries
Provide AML Oversight for final execution of call reports
When needed, Conduct AML Call Reports of FCB and MSB customers domiciled in any of the 22 LATAM countries
Develop and conduct training regarding KYC procedures and AML Risk Management on Correspondent Banks
Assist in developing procedures for FCB segment
Develop and conduct analysis on FCB transactions in conjunction with bank investigative units
Create and conduct AML training for FCB segment and AML Advisory
Complete and monitor Audit and regulatory exceptions
Bachelor Degree required and Master Degree desirable
AML Certification or additional studies related to AML or financial crimes
5 years’ experience in financial institutions with previous experience reviewing customer transactions and information for potentially suspicious activity and performing AML or financial investigations
Knowledgeable of the laws applicable to money laundering, including the Bank Secrecy Act, the USA PATRIOT act, US Treasury AML guidelines, OFAC requirements, and Suspicious Activity Reporting requirements
General understanding of Senior Public Figures, Money Service Businesses, Wealth Management and Retail Banking preferred as well as compliance with those business segments
Excellent organizational, time management and project management skills
Strong writing, analytical and communications skills
Should be a self-starter, and organized, and must have the ability to work independently, without supervision
Proficiency in a foreign language a plus
Established solid business knowledge and comprehension of complex products across all LATAM business sectors

Supervisory Call Specialist Resume Examples & Samples

Creates and provides HR/Recruiter with candidate profile of call center operator
Conducts secondary interview of Call Center Operators
Enforces, maintains and revises safety plans for children that call the National Call Center and Sexual Abuse Hotline regarding; Trafficking allegations/concerns, Suicide prevention, Threat of or in event of runaway, Domestic Violence, Self-Harm & Child Abuse and or/neglect
Enforces, maintains and revises the Program Protocol that provide guidance on how to protect the privacy of UAC medical records, how to handle/proceed during different types of calls
Ensures that all call information is properly reported, to appropriate parties, ORR, state and local authorities, and other entities within required times frames as directed by ORR
Oversee the maintenance of a confidential database of call information and demographics in accordance with federal laws and regulations
Oversees the data input of calls information into ORR’s database within the required time frame
Submits report that provides call volume, duration of calls, peak hours, abandoned calls, calls leading to a report to Law Enforcement, Child Protective Services & other pertinent information required by ORR
Assess call center needs and makes recommendations on other data that should be collected/reported weekly, monthly or quarterly in order to improve services and provide a cost saving to the government
Works closely with SME to develop and deliver training and material to support that training
Master’s degree in social work (MSW)
5 years of postgraduate direct service delivery experience working with youth and trauma-informed care OR
A Master’s degree in psychology, counseling, or other relevant behavioral science in which clinical training and experience is a program requirement. Licensure and supervisory experience are required
A Favorable credit check for all cleared positions
Must be a U.S. Citizen

Call Quality Reviewer Resume Examples & Samples

Preferably university graduate. Banking/credit card knowledge is an advantage
Proficient in English, Mandarin and Cantonese
Good computer knowledge (MS Office, Windows, Outlook)
Work during US operation hours

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