Manager Management

Brenda Myers

727-***-**** St. Petersburg

*********@*****.***

Call Center Supervisor of 10+ years seeking a position with a well-established company where I may utilize both my experience and established management skills to enhance sales and agent performance.

Work Experience

Life Line Screening O utbound Call Center Supervisor Canton, OH 05/2013 to 12/2017

Recruit, interview, and select employees.

Coach and train 20+ agents to higher performance levels.

Supervise the work of outbound/inbound agents to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.

Review records or reports pertaining to activities payroll, to verify details are accurately submitted to payroll department.

Resolve customer complaints or answer customers' questions regarding policies and procedures.

Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.

Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action.

Implement corporate or departmental policies, procedures, and service standards in conjunction with management.

Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.

Make recommendations to management concerning such issues as staffing decisions or procedural changes.

Ebsco Telecommunications C all Center Manager C anton, OH 01/2008 to 05/2013

Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.

Interpret and communicate work procedures and company policies to staff.

Research, compile, and prepare reports, manuals, correspondence, or other information required by management or governmental agencies.

Education

Ohio State University

Columbus, Ohio

Bachelor's in Business Management

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