Customer Service Call Center

Glen Bates

**** * *** **

Post Falls, ld *****

***********@*****.*** – 208-***-****

To obtain a position within your company where I can contribute my extensive experience and skills to ensure the center exceeds expectations for sales/customer service metrics. Continue the trend of excellence in meeting/exceeding all goals personal, departmental, and professional. KEY SKILLS

● 10+ years of call center experience, 6+ years supervisory experience.

● Excellent organizational and multitasking skills with a focus on efficiency.

● Expertise in developing strong employee relationships leading to improved retention, attendance, increased productivity and profitability.

● Creative and innovative leader with excellent written and oral communication skills.

● Strong computer skills and ability to use applicable software. Fast adopter of new programs and tools.

● Experienced in building and maintaining a motivated team environment while exceeding aggressive service and sales goals.

● Superior analytical, critical thinking, and decision making skills. EXPERIENCE

Qualfon

Call Center Supervisor, Chat-Sales Agent – Qualfon USA April 2011 – October 2021

● Trained, led and directed 30 sales associates while simultaneously training a second team of 15 customer service associates from a separate account becoming sales agents, as a proven and experienced sales supervisor.

● Used specific self-developed techniques to coach agents to be the #1 sales team in a network out of 1300+ teams.

● Through coaching and leadership, developed multiple agents into leadership positions.

● Assisted with interviewing, testing, and hiring potential new employees.

● Started as an agent, being recognized for winning every applicable award. Over 50% sales conversion. Tapped for Agent in Charge, Mentor, and Interim Supervisor.

● Six Sigma Certification; 18 months of leading the sales network in all applicable metrics including attendance, sales conversion and total line per hour. Neipert insurance Agency

P&C Producer April 2023 - Currently Employee

● New business

● Cross sells

● Endorsements

● Inbound and outbound calls

● Current and new customers

● In person and over the phone

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