MARGO CORNELL

** ******* *****, ******, ** ***** / acxkst@r.postjobfree.com / 603-***-****

Objective: Highly qualified and skilled call center professional with excellent communication skills seeking to enhance your organization by bringing my experience to your team.

Summary: Seasoned, professional results oriented call center supervisor with 16 years’ experience offering the ability to acquire, train, develop, and manage a team of call center representatives while working with the daily operation aspects of the call center. Accomplishes in generating and fine tuning processes to maximize efficiency with the primary goal of improving interactions.

Experience: Second Shift Supervisor Worldwide Techservices

September 1999 – May 2016

Managed all aspects of call center employees consisting of a team of 10-15 inclusive of recruitment, retention and acclimation of systems and processes.

Handled scheduling with a balance of avoiding overtime billing while ensuring sufficient coverage, even if that meant covering shifts, myself as needed.

Recording time sheets for payroll and generating daily, weekly, monthly production reports.

Implemented, corrective action as needed, and grooming of employees on work order systems; G-Link to support the customer base.

Subject matter expert for all client accounts, inclusive of (but not limited to) Hughes, Dell, HP, Apple, Lenovo, IBM, Poyry, Western Union

Coordination expert with Help Desks, technicians, and end users.

Able to troubleshoot and resolve escalations while ensuring timely updates via email or phone calls to customers, technicians, and management.

Known for generating and fine tuning processes in order to maximize efficiency and ensure that the service level agreements were maintained as they pertain to each client’s contract.