Contact Center Associate Resume Samples
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Contact Center Associate Resume Samples
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RC
R Crist
Rodger
Crist
4956 White Underpass
Chicago
IL
+1 (555) 345 5301
4956 White Underpass
Chicago
IL
Phone
p
+1 (555) 345 5301
Experience
Experience
Phoenix, AZ
Contact Center Associate
Phoenix, AZ
Reilly, Stokes and Ernser
Phoenix, AZ
Contact Center Associate
- Create work requests for our processing partners
- Assume ownership of personal development and inform GHRMS Management of perceived gaps
- Provide support to the Manager, Team Leads and Senior Associates on investigating service delivery issues
- Assist, where possible, in resolving HR related queries from members/managers/non-members
- Participate in all assigned GHRMS projects and activities ensuring successful performance with GHRMS Management
- Work in a collaborative team environment to handle large call volumes
- Function as the First point of contact for cases raised by the members and/or managers via call or HR Helpdesk Tool
Detroit, MI
HRS Contact Center Associate With English
Detroit, MI
Harris-Dickens
Detroit, MI
HRS Contact Center Associate With English
- Pro-actively managing absence cases with employees using the shared service case management system
- Varied and interesting work in an international and dynamic team
- Pleasant working conditions
- In house canteen
- Corporate events and team events
- Possible internal and/or international growth
- Life insurance and pension plan
present
New York, NY
HRS Contact Center Associate With German & English
New York, NY
Hane-Cremin
present
New York, NY
HRS Contact Center Associate With German & English
present
- Participation in the continuous improvement of HR processes
- Receive queries via phone, email or chat and log contacts into the shared service case management system
- Shift working patterns, 7 days a week (40 hours a week)
- Be part of a team that actively seeks customer feedback to improve levels of service
- Receive and resolve employees queries via phone, email or chat and log contacts into the shared service case management system
- Resolve queries by referring to documentation such as frequently asked questions and standard operating procedures and escalate where these cannot be resolved
- Communicate effectively both verbally and in written form with employees to explain and resolve queries and concerns. This could be via email, phone and chat / instant messaging
Education
Education
Bachelor’s Degree in Customer Focus
Bachelor’s Degree in Customer Focus
University of Delaware
Bachelor’s Degree in Customer Focus
Skills
Skills
- Excellent attendance and ability to work overtime when necessary
- Good organizational skills and detail-oriented
- Ability to type at least 35 words per minute and accurately capture detailed information
- Strong customer service and listening skills
- Excellent oral and written communication skills
- Ability to clearly and effectively maintain and update online documentation
- Ability to follow precise direction consistently without continuous supervision
- Detail-oriented and flexible
- Proficiency with Microsoft Windows and Internet Explorer
- Strong organization skills
11 Contact Center Associate resume templates
Read our complete resume writing guides
1
Contact Center Associate, Personal Banking Resume Examples & Samples
- 80% Sales and Service
- 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
- 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
- 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)
- Act as prime contact for BMO Partners such as Fraud and Corporate Investigations supporting actions required resulting from privacy breaches and online risk situations
- Respond to queries from front-line branch teams and related to technology and complex processes related to Retail Online Banking
- Identify opportunities to make qualified referrals both internal and external to the NACCC
- 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
- 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
- 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
- 20% Operational Effectiveness
- 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
- 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
- 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
- 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
- Strong problem-resolution skills
- 700 E. Lake Cook Road, Buffalo Grove, IL 60089
2
Contact Center Associate, Personal Banking 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
3
Contact Center Associate Manager Resume Examples & Samples
- Minimum of 2 years leadership experience
- Excellent listening, coaching, influencing and negotiating skills to help team members meet and exceed defined quality and productivity objectives. This position will be accountable for delivering approximately 50% of the call Quality reviews for the team
- Enable the long-term success of team members through a balanced approach to performance and career development, continuous skills development and flexible career progression
- Track, trend and identify opportunities that drive Service Level performance to goal for function(s)
- Strong talent mindset with the ability to collaborate within and across different business groups with individuals at various levels to achieve desired results
- Successful communicator that conducts engaging stand up meetings, team meetings, team building events and proactively contributes ideas, opinions and recommendations
- Experience with creating emotional and intellectual connections with staff regarding their role with influencing organizational objectives
- Strong problem solving and issues resolution skills
- Solid organization skills and the ability to manage multiple priorities while working under tight timelines
- Create, implement, maintain and monitor process controls within aligned functions
- Ability to develop talent and mobilize resources to achieve results both internally as well as vendor results through the sharing of best practices and results management
- Ability to travel nationally and internationally to Prudential and vendor sites periodically
- Proficient with Microsoft Office, Excel, CentreVu, Powerpoint
- Project Management and a thorough, functional understanding of Company policies in different functional areas a plus (e.g., Quality, Business Operations Center, Human Resources, Finance, Vendor Management, Processing Areas etc.)
- This position has a current schedule of 10:00 am - 6:00 pm. However, the successful candidate must be flexible to work 11:45 am - 8:00 pm as needed or as a permanent future shift
- Responsibilities are not limited to the aforementioned and may change to accommodate workflow improvements and business needs
4
Contact Center Associate Resume Examples & Samples
- Respond to questions and/or concerns from Allstate agents, customers and home office employees
- Interpret and apply concepts based on company policies and procedures
- Participate in a team environment that handles incoming calls
- Create work requests for our processing partners
- Communicate with associates through the phone, email and work requests
- Work in a collaborative team environment to handle large call volumes
- Maintain confidentiality of customer and agent information
- Shifts are determined on performance during schedule bidding process, or as business needs dictate
- Must be able to work 10:30 am - 7:00 pm after initial training
- Ability to communicate clearly, professionally and empathetically
- Ability to learn and apply knowledge of insurance contracts, procedures and customer service philosophies
- Ability to learn multiple computer systems and other technologies
- Ability to support a service culture through great quality and efficiency, even when work volume is high
- Requires attention to detail and a sincere commitment to servicing the field force, policy holders, co-workers and other home office personnel
- Ability to empathize with, actively listen to, deal sensitively and professionally with customers and agents
- Excellent intuitive and analytical skills to review cases and determine solutions to requests
- Provide value added services by creating, revising and improving processes to focus on delivering the best customer and producer experience
- Requires excellent organizational and prioritization skills, and the ability to adapt quickly and effectively to shifting priorities, as well as a strong commitment to providing exceptional customer service
- Work independently displaying good judgment and problem solving skills
- Prefer 2+ years of customer service experience
- Prior to interview, requirement of a successfully completed online assessment must be achieved
5
HRS Contact Center Associate With English & German Resume Examples & Samples
- Customer Service Experience
- Computer literacy (Excel, Work, PowerPoint, Outlook)
- HR Experience - advantage
6
HRS Contact Center Associate With French Resume Examples & Samples
- Receive queries via phone or email and log contacts into the shared service case management system
- Resolve queries by referring to documentation such as frequently asked questions or standard operating procedures and escalate where these cannot be resolved
- Communicate effectively both verbally and in written form with employees to explain and resolve queries and concerns. This could be via email or phone
- Be part of a team that actively seeks customer feedback to improve levels of service
- Shift working patterns, 5 days a week (40 hours a week)
- Fluency in French or Italian
7
HRS Contact Center Associate Resume Examples & Samples
- Identify gaps in the supporting documentation and also areas where the level of customer service could be improved driving increased numbers of questions / queries being resolved at first contact
- Communicate effectively both verbally and in written form with employees to explain and resolve queries and concerns. This could be via email, phone and chat / instant messaging
- Call Center experience, advantage
8
HRS Contact Center Associate With German & English Resume Examples & Samples
- Receive and resolve employees queries via phone, email or chat and log contacts into the shared service case management system
- Take care of administrative part of HR queries (time and attendance, sick notes)
- Referring to documentation such as frequently asked questions and standard operating procedures and escalate where these cannot be resolved
- Fluent in German and English
9
Contact Center Associate, Personal Banking Resume Examples & Samples
- 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
- 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
- Integrate marketing promotions and programs into the customer conversation where appropriate to demonstrate added value to the customer, completing any necessary administration, as appropriate 20% Operational Effectiveness
- 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
10
Contact Center Associate Resume Examples & Samples
- Minimum of two years’ customer service experience, preferred sales experience
- Strong presentation skills, excellent written and verbal communication skills
- Strong computer and typing skills, minimum of 35 wpm
- Various shifts available, weekend availability is ideal
11
HRS Contact Center Associate With German Resume Examples & Samples
- Receive queries via phone, email or chat and log contacts into the shared service case management system
- Resolve queries by referring to documentation such as frequently asked questions and standard operating procedures and escalate where these cannot be resolved
- Working remotely - from home within Czech Republic
- Possibility to attend trainings in the first month of working – office in Prague
- Other European languages - advantage
- Call Center experience - advantage
12
Contact Center Associate Engineer Resume Examples & Samples
- This position will have exposure to both technical and business areas
- Work with Unified Communications, state of the art systems to distribute and manage communications via voice, chat, texts, emails
- Monitoring and reporting customer journey using Unified Communications to improve the overall customer experience
- Ability to analyze Contact Center statistics and the skillset to make improvement recommendations
- Knowledge of MS Office reporting tools and ability to build new reporting for use by lines of business
- Ability to work with lines of business and business analysts to gather requirements for changes to existing Contact Center applications or for new Contact Center implementations
- Ability to provide in depth recommendations to lines of business for current and future technology direction
- A four-year degree from an accredited university in Computer Science, Engineering, or a related field
- Preferred: Relevant experience preferred. Basic understanding of Unified Communication systems and programming techniques (SQL, HTML, Java, .NET, etc.)
13
Contact Center Associate Resume Examples & Samples
- Dynamic telephone skills
- Ability to communicate empathy and confidence
- Ability to clearly and effectively maintain and update online documentation
- Ability to follow precise direction consistently without continuous supervision
- Detail-oriented and flexible
- Proficiency with Microsoft Windows and Internet Explorer
- Flexibility to work various required shifts including nights, weekends, and holidays to support a 24 hour/7 day per week environment
- Ability to type at least 35 words per minute and accurately capture detailed information
- Previous contact center experience is preferred
14
Contact Center Associate Variable Life Team Resume Examples & Samples
- Respond to questions and/or concerns from Allstate agents, customers and home office employees. Including new business and inforce requests on both fixed and variable policies. This would include items such as: providing product information, fund and performance information, new business policy status and requirements
- Accept and process trades via phone
- Participate in a fast paced team environment that handles incoming complex, sometimes escalated calls
- Successfully complete required training programs
- Work independently, display good judgment and problem solving skills
- Consistently follow securities regulations and make decisions accordingly
- Meet department metrics and quality standards
- Location: Lincoln, NE
- Pay: $15.25/hr
- Series 6 & 63 Securities Licenses must be obtained within 120 days of hire
- Customer focused and wanting to make a positive impact
- Must be able to communicate effectively and clearly by telephone and written correspondence
- Must conduct telephone conversations in a pleasant manner and handle irate callers in a professional manner
- Requires attention to detail and a sincere commitment to servicing the field force, policyholders, coworkers and other home office personnel
- Requires excellent organization and prioritization skills
- Ability to adapt quickly and effectively to shifting priorities
- A strong commitment to providing exceptional customer service
- Requires ability to maintain acceptable attendance according to company attendance guidelines
- Ability to work any 8 hour shift between 7:55 am – 6:00 pm
15
HRS Contact Center Associate With English Resume Examples & Samples
- We Offer
- Varied and interesting work in an international and dynamic team
- Life insurance
- Contribution to pension insurance
- Undetermined employment contract
- Opportunities for professional growth
- Possibility of continued education
- Pleasant working conditions
16
HRS Contact Center Associate With English Resume Examples & Samples
- Pro-actively managing absence cases with employees using the shared service case management system
- Perform analysis based on existing absence data to help make decisions on appropriate next steps
- Take ownership of employee contacts ensuring that each contact is accepted and resolved with a high degree of customer focus
- Resolve customer queries by referring to documentation such as frequently asked questions and standard operating procedures and escalate where these cannot be resolved
- Ensure that systems are updated with a high degree of attention to detail
- 2 years of HR / CS Experience - advantage
17
Contact Center Associate Resume Examples & Samples
- Dynamic marketing and telephone skills
- Ability to communicate empathy and confidence in both in-bound and out-bound contact center environments
- Apartment leasing experience is a plus
18
Contact Center Associate Resume Examples & Samples
- Professionally answer incoming telephone calls promptly and cheerfully
- Process all customer requests accurately, quickly and neatly
- Keep abreast of all catalog, gift registry and internet merchandise
- Maintain personal desk area
- Maintain general office area
- Provide excellent customer service to all internal/external customers whether through direct contact, over the phone or through the mail service
- High School Diploma/GED or equivalent
- Excellent telephone presence and interpersonal skills
- Excellent data entry skills
- Good reading, written and verbal skills (English)
- Positive attitude and work effectively as a member of a team
- Good organizational skills and detail-oriented
- Basic typing/keyboard skills
- Excellent attendance and ability to work overtime when necessary
- Must be able to work a minimum of 15 hours. Including a weekend shift and two closing shifts
- Must be able to attend 2 week Monday-Friday training class from 8am-4:30pm. Starting May 15th - May 26th
19
Contact Center Associate Resume Examples & Samples
- Able to adhere to call center guidelines and measurements
- Shifts are determined through a schedule bidding process, or as business needs dictate and are based on performance results
- New hires will have 10:30 am-7:00 pm shift
- Ability to learn and effectively use multiple computer systems, phone, and other technologies simultaneously
- Ability to adhere to work schedule demands and requirements
20
HRS Contact Center Associate Resume Examples & Samples
- Fluent in Japanese or Korean
- Computer literacy (Excel, Work, PowerPoint, Outlook
- Ability to work in changing environment
- Experience working in a HR Shared Service Environment
- Experience of working with Peoplesoft
21
Contact Center Associate Resume Examples & Samples
- Provides practical solutions to IEEE members, customers, and website visitors
- Understands the methodology and works on problem-solving solutions
- Receives research and respond to member and customer inquiries
- Provides personalized global support concerning IEEE products, services and benefits
- Handles escalations using the First Contact Resolution methodology
- Follows Contact Center SOP (Standard Operating Procedures)
- Practices the Journey Mapping methodology enhancing member and customer experiences
- Participates in all Contact Center outreach programs
- Identifies and recommends solutions for process improvements
- Maintains or exceeds department goals and objectives
- Attends required training (50hrs), monthly communication meetings, networking sessions as scheduled
- Completes other responsibilities as designated by department managers
- Outreach Coordination: Through strategy and planning oversee the growth of outreach efforts and assure staff resources are positioned to attain the established goals
- Bachelor’s degree is preferred but equivalent and progressive experience in lieu of a degree will be considered
- 4+ years customer service experience in a high volume call center providing specialized and expert assistance to all client levels
- Team oriented; ability to partner and share information, and foster relationships
- Must have excellent communications skills with the ability to interact in a professional manner with all levels of staff, suppliers, and volunteers
- Must have working knowledge of MS Office Applications (Word, Excel, PowerPoint, Access)
- US & Headquarters Location – 1st Shift between the hours of 7 am – 6:30 pm
- US & Headquarters Remote Location – 2nd & 3rd Shift between the hours of 3:30 pm – 8 am
- Global Service Location; India & Singapore – 8am – 5pm IST & SGT
22
HRS Contact Center Associate Italian Resume Examples & Samples
- Resolve queries by referring to documentation such as frequently asked questions and standard operating procedures and escalate when these cannot be resolved
- Fluency in Italian & English
- PHR certification
23
HRS Contact Center Associate French Resume Examples & Samples
- Receive queries via phone and log contacts into the shared service case management system
- Identify gaps in the supporting documentation and also areas where the level of customer service could be improved driving increased numbers of questions/queries being resolved at first contact
- Fluency in French & English
- Ability to work with confidential information
