APRIL A KING-DAVIS

***** ********* **., ******, ** 77346 C: 832-***-**** acskbj@r.postjobfree.com

PROFESSIONAL SUMMARY

Driven Call Center Operations Manager offering in-depth experience in administration of vital

business processes to maximize efficiencies and drive results. Excellent communicator and project

manager with strengths in daily operations management, workflow improvements, staff

development and customer service.

SKILLS

Advanced Microsoft Office knowledge Quality Control

Campaign and data management Documentation expertise

Effective problem solver Team building

Process improvement specialist Excellent multi-tasking ability

Expert workflow management Organizational skills

Customer-focused High level to attention to detail and

Thorough understanding of Key accuracy

Performance Indicators (KPIs) Process improvements

Skilled in call center operations Project coordination

Exceptional workflow management Employee hiring and on-boarding process

WORK HISTORY

Call Center Operations Coordinator, 05/2007 to 03/2015

Houston Chronicle – Houston, TX

Monitor real time call volume, work/unavailable states, AHT, and service level needs to

manage call volume and analyze data for improved flow in the future as well as for making sure

individual rep performance standards are met.

Compiled Performance Based KPIs and maintained incentive reports for Contact Center

Monitored calls for Quality purposes and provide constant feedback and coaching to help

assist in meeting individual rep and center goals

Worked with fellow managers to develop center incentives and programs to increase

productivity and boost morale.

Created customized data reports that included KPIs to measure performance and productivity

at individual and team levels daily, weekly and as needed to measure Call Center Ongoing

Performance.

Recruited and hired qualified candidates for vacant and new positions.

Met challenging quotas for productivity and accuracy of work.

Customer Service Rep/Support Specialist, 02/2005 to 05/2007

CoreStaff Services/Houston Chronicle – Houston, TX

Gathered and verified all required customer information for tracking purposes.

Defused volatile customer situations calmly and courteously.

Identified chronic customer issues by creating and maintaining customer complaint log.

Resolved service, pricing and technical problems for customers by asking clear and specific

questions.

Promoted to Support Specialist where I leveraged advanced skills and training to support

operational needs of multiple departments.

Created reports and presentations.

Customer Care Lead/Escalation Specialist, 05/2003 to 01/2005

Reliant Energy – Houston, TX

Addressed and resolved customer product complaints empathetically and professionally.

Defused volatile customer situations calmly and courteously.

Accurately documented, researched and resolved customer service issues.

Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call

center environment.

Set up disconnects for nonpayment, assisted in collections for past due accounts, took

escalated calls from internal representatives and resolved customer complaints, assisted in

running team meetings and sent payroll information, and other various tasks.

Account Specialist, 01/2001 to 01/2003

JPMorgan Chase

Provided personalized service by phone that met and exceeded our clients' time and quality

expectations.

Executed transactions promptly, and accurately responded to our clients' requests and

inquiries.

To meet those demands I focused mainly on understanding the firm's service policies, systems,

and legal compliance regulations as well as the products and service skills.

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