Call center manager
Resume:
Valeria Bynum
Tallahassee, FL
**************@*****.***
Seeking Call Center Management Position
PROFESSIONAL SUMMARY
Seasoned, versatile, people-oriented leader and team builder with proven success in call center environments. Focused on call center development, call quality improvement, monitoring, reporting and customer service. Experienced in defusing escalated calls and soothing difficult customers. Draws on a broad base of experience and knowledge to provide creative solutions to complex problems. Veteran of U.S. Navy. Strengths:
Leadership
Motivational
Prioritizing
Microsoft Office
Strategic Planning
Success Driven
Team Building
Dependable / Positive
Logical Thinking
WORK EXPERIENCE
Customer Service Representative 07/2016 - 02/2017
Aerotek (contractor for Intuition Solutions Inc.), Tallahassee, FL
Answered phone calls regarding Florida prepaid college/university and 529 savings plan. Qualified customers on eligibility status and reset passwords.
Increased production by 30% by educating customers on various plans and guiding their decisions
Reduced 30-day call backs by 25%
Reduced escalations by explaining program with a positive confident demeanor
Team Manager 02/2012 - 08/2015
Sykes-AT&T, Lakeland, FL
Handled escalated calls in an inbound call center. Monitored, trained, coached and conducted daily feedback to new and tenured agents. Created monthly success reports for each agent and provided recommendations for improvement.
Reduced customer wait time by 30%
Ensured all team members provided professional customer service on every call
Accurately documented customer interactions for prompt, positive, timely feedback
Customer Service Associate 06/2010 - 07/2011
Associated Paper and Supply, Tampa, FL
Created unique boxes for existing and new customers for storing and shipping a vast range of products and materials. Housed moving and packing materials. Answered phones and fulfilled box orders.
Designed any box at the customer’s request
Contacted customer’s on existing accounts to refill box orders
Answered phones within 2 rings to reduce wait time and increase response time
Valeria Bynum, page 2
Call Center Manager 10/2002 - 08/2007
Collegiate Funding Service, Tampa, FL
Consolidated student loans by locking in a fixed rate. Interpreted and implemented financial aid policy.
Locked in student loan rates and reduce fees by up to 30%
Analyzed, reviewed and administered federal, state and institution loans
Reported loans to appropriate authority
Customer Service Manager 07/1987 - 09/2002
MCI California, Pinellas Park, FL
Monitored and controlled operations activities. Conducted daily team meetings with supervisors to report statistics and provide respective feedback. Reported issues to senior management.
Administered quarterly reports and compared to historical reports to eliminate repeat issues
Created daily contests to motivate supervisors to reach and exceed daily targets
Veteran, U.S. Navy, E-3 to E-5 01/1982 – 10/1993
Pentagon, Italy, Japan, Hawaii
Telecommunications radiomen
Switchboard operator
Exchanged encrypted information with high ranking officers and alliances
EDUCATION AND TRAINING
AA Business Administration- Everest University- Tampa, FL
Excel, Word, Access, PowerPoint, Outlook
Seven Habits of Highly Effective People
Disney Institute – Superior Management Certificate
A+ Certified
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