Call Center Human Resources
Resume:
Carman M. Dickerson
**** ***** **** **** ************, Tennessee 37130 ************@*****.***
Qualifications Summary
Highly motivated, organized, and ethical leader with in-depth knowledge of business needs. Highly effective with producing creative ideas and leadership skills to meet the objective of the business needs. Successful in creating projects that improve efficiency while meeting deadlines and producing positive results.
● Responsible for coordinating all administrative activities related to an organization’s personnel.
● I have a successful track record of assisting in the design and implementation of reporting procedures that reduce labor costs and improve customer-satisfaction ratings.
● Expertise in conducting performance evaluations.
● Successfully planned human resources strategy and goals with company directors.
● Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint®, Microsoft Access, and Microsoft Outlook®).
Optum / United Health Group
(2019-present)
Business Operation Analyst
Maintained the function of the systems used for chart retrieval, Maintained professionalism with providers offices and hospital staff. Reviewed company policies and procedures to find areas of improvement. Build reports and recommending programs to support decision making and performance based on business needs.
Fleetcor
(2017-2019)
Call Center Supervisor/Human Resource
Responsible for coaching and developing a team of 15+ reps, completed monthly 1x1 and quality monitoring. Maintained a balance between the staff and needs of the organization for top performance.
Asurion
(2015-2017)
Training and Development Specialist
I served as a Facilitator for multiple wireless providers in advanced tech support and customer service.
Used Microsoft Office suite daily
I was also responsible for taking and receiving inbound and outbound calls 100+ daily at times.
ACS Nashville
(2010-2015)
Call Center Supervisor/Human Resource Manager
Master Learning Facilitator/Training Manager
I served as master trainer responsible for certifying trainers and assisting training manager in curriculum and process improvement. Duties also included traveling to different sites to assist with launching new call centers. I was the supervisor for a team of 25 in a call center environment. Managed and Certified 15 Trainers. I was responsible for monthly observations, quarterly metrics and KPI’s.
Used Microsoft Office suite daily
I was responsible for taking and receiving inbound and outbound calls 100+ daily at times.
● I was instrumental in improving customer-satisfaction ratings through suggestion, development, and implementation of new reporting procedures.
● I increased employee knowledge by assisting with development and implementation of product-awareness program.
● I enhanced employee performance and attendance through daily mentoring, one-on-one discussions and motivational strategies.
● Received outstanding positive comments from team members on employee reviews, as well as exceptional feedback from senior management
Education
University of Phoenix
BS Industrial-Organizational Psychology
University of Houston/ Texas Southern University
Jack Yates Senior High
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