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Call Center Manager

Houston, Texas, United States
October 25, 2016

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Call Center & Customer Care Management over 12 years; a skilled problem-solver with excellent organizational skills, ability to motivate successfully and drive the importance of providing quality customer service. Analytical and resourceful with a good work ethic. Strong leadership skills with outstanding communication abilities, Exceptional focus, flexibility and knowledgeable in call center and sales, able to juggle multiple task to meet deadlines. Well-manner leader ably dealing with employees, management, and customers to ensure maximum satisfaction for each.

Areas of Expertise Operations

B2B & Inside Sales

Stress Tolerant

Budget Management

Employee Training & Coaching

Conflict & Resolution

Quality Assurance

Excellent Interpersonal Skills

Verbal & Written Communications

Call Center Management

Account Management

Work Experience

2013 - Present LINQ Transport-Houston, TX

Call Center & Customer Care Manager

Manage the day-to-day operations of the call center and sales department, while directing 20 call center and sales representatives.

Recruit, hire & train agents, prepare performance appraisals and any other documentation needed up to termination.

Constantly working with sales agents on various sales techniques.

Constructed an action plan, which outlines team goals, sales strategies and operational policies.

Facilitate weekly meetings to role-play for call center and sales team scenario, along with reviewing team calls for continual improvements and providing sessions for coaching one-on-one with each team member for the opportunity for personal growth as well as meeting company goals.

Responsible for maintaining quality customer care and account management.

Audit for accurate and complete information in the CRM system and review reports to evaluate performance standards.

2005 – 2012 Dean E Hines, Co., LPA-Centerville, OH

Call Center & Sales Management

Ran the day-to-day operations of the call center, while directing 15 to 20 call center and sales representatives.

Participated in client interactions to ensure cross-training, customer satisfaction and management involvement was consistent.

Recruited, hired & trained call center and sales agents.

Facilitate new processes, tools, communications, training and methodologies to ensure sales program success.

Monitored team calls to meet quality assurance, optimal performance levels and coaching sessions to provide feedback to each team member.

Ensure reporting and communications is frequent and bi-directional.

Prepared employee appraisals, revised CSR’s handbooks, wrote and implemented standard policy & procedures and other various documentations deemed necessary.

2001– 2005 Patriot Transportation, Inc.-Kettering, OH

Operations Manager

Ran the day-to-day operations, supervising drivers, owner operators, office staff, while maintaining safety with quality customer service and sales levels.

In charge of recruiting efforts for drivers, attending job fairs, posting on job boards and advertised in publications.

Conducted monthly safety meetings to be in compliant with DOT and FMSCA.

Responsible for B2B sales, which includes cold calling, prospecting and onsite sales presentations.

Analyzed logical routes to negotiate freight rates.

Fast-paced with a call center environment.


Bachelor of Arts in Organizational Management

Wilberforce University

Seminars: customer service, sales techniques, conflict & resolution, sales presentations and frontline leadership.

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