Customer Service Call Center
Resume:
Christopher Gregory
Allen, TX *****
*********@***.***
I have extensive experience in call center environments and customer service management as well as in sales on a remote basis/in person/in field. I am seeking full time/contract employment but am flexible and open to negotiating any position that is offered. Customer service is my passion and pride, natural born leader with a Christ-centered heart for helping others solve their problems. Willing to relocate to: Allen, TX
Work Experience
Regional Operations Manager
MCC Commercial - Allen, TX
September 2016 to Present
• Scheduling, escalations, claims, assembly, inventory, supply ordering, customer service, HR duties, payroll, sales, supervision of team 10+
• Increase ROI by 38% over 2 years.
• Decrease in employee turnover and implementation of employee compensation and recognition programs for top performing franchisee owners.
• Firm knowledge of store demand and increase foot traffic by 43% within 5 months of taking role by implementing new marketing strategies.
• Oversight of 42 locations across 5 states, working remotely and via travel to all locations each location 2 times per quarter visit.
• Travel scheduling and coordination for myself and 12 other c-suite directors. Receptionist/Account Rep
Hensley CPA - Frisco, TX
January 2013 to September 2013
# assistant to CPA, scheduling, appointments, various other tasks including mail sorting, sales calls, assign leads, multi-line phone, serviced 300 clients.
# Inbound/outbound lead generation for new start upside hustle Tower Tax Relief Services.
# Rallied at Chamber meetings and various other community gatherings to increase the marketing buzz pre-launch date.
# Was responsible for finding 5 of the best clienteles ever to take advantage of the service pre- launch and have them site testimonials on the webpage and for social media presence.
# Social media manager to CPA
Dispatcher/Scheduler Ecolab
Ecolab - Farmersville, TX
August 2011 to January 2013
# technical support for sanitation equipment, programming changes, managed account information, promotional sales, upgrades, scheduling, call handling, field scheduling, travel arrangements and sales plan implementation, supply tracking, follow up quality.
# KPI and metric development to keep call center reps and fellow dispatchers on task and answering more volume therefore creating more revenue. 1 st year 15% increase, by 3 rd year when I departed this position the owner was up 64% in profitable service calls and sales.
469-***-****•*********@***.***
Loan Svc. Team Lead Countrywide Home Loans
Christopher D. Gregory - Glendale, AZ
October 2008 to July 2010
# Call center environment, customer service calls, loan service to mortgage customers. Customer service team lead, leader for 23 call reps. Reporting schedules, handling escalations, metric writing and quality control specs, maintained third party vendors, partner and affiliate relationships.
# QA supervisor, quality and legal editing of all conversation, transcription of board meetings
# KPI and performance metric top 5% year over year in performance
# Top commission earnings peaked at 54.5% for a total of $458,330.00 in my final year before the housing bust and the transition to Bank of America Home Loans.
# Community Liaison and Communications Team leader from my furst week on job. Education
Bachelor's Degree in Business Administration
Arizona State University - Tempe, AZ
October 2000 to September 2004
High Tech Institute
2001
Skills
• conflict resolution
• customer service
• remote working experience and professional
• easily trainable and adaptable
• type 65 wpm
• escalation specialist
• Work well either solo or with a team on larger projects.
• MS Office expert
• Knowledgeable and thrive in fast paced environments
• excellent time management skills and strict structure in a quiet and distraction free home
• organizational management
• phone
• good speaking voice
• Telemarketing
• Transcription
• Office Management
• Human Resources
• Help Desk
• Recruiting
• Project Management
• Writing Skills
• Administrative Experience
• Interviewing
• Upselling
• Quality Control
• CRM Software
• Research
• Merchandising
• Presentation Skills
• Management
• Quality Assurance
• Personal Assistant Experience
• Technical Support
• Negotiation
• Employee Orientation
• Microsoft Powerpoint
• Cold Calling
• Accounting
• Payroll
• Accounts Receivable
• Accounts Payable
• Microsoft Outlook
• Salesforce
• Desktop Support
• QuickBooks
Assessments
Customer focus & orientation — Proficient
September 2022
Responding to customer situations with sensitivity Full results: Proficient
Work style: Reliability — Proficient
September 2022
Tendency to be reliable, dependable, and act with integrity at work Full results: Proficient
Marketing — Proficient
January 2023
Understanding a target audience and how to best communicate with them Full results: Proficient
Bartending — Proficient
February 2023
Understanding, pouring, and mixing drink orders
Full results: Proficient
Food service: Customer situations — Proficient
May 2024
Identifying and addressing customer needs in a food service setting Full results: Proficient
Sales skills — Proficient
September 2022
Influencing and negotiating with customers
Full results: Proficient
Basic computer skills — Proficient
September 2022
Performing basic computer operations and troubleshooting common problems Full results: Proficient
Work style: Reliability — Proficient
February 2024
Tendency to be reliable, dependable, and accountable at work Full results: Proficient
Office manager — Proficient
January 2023
Scheduling and budgeting
Full results: Proficient
Social media — Proficient
January 2023
Knowledge of social media techniques and analytics interpretation Full results: Proficient
Attention to detail — Proficient
September 2022
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Proficient
Recruiting — Proficient
January 2024
Managing the candidate sourcing and selection process Full results: Proficient
Customer service — Proficient
September 2022
Identifying and resolving common customer issues
Full results: Proficient
Supervisory skills: Motivating & assessing employees — Proficient January 2023
Motivating others to achieve objectives and identifying improvements or corrective actions Full results: Proficient
Working with MS Word documents — Proficient
May 2024
Knowledge of various Microsoft Word features, functions, and techniques Full results: Proficient
Marketing — Proficient
January 2024
Understanding a target audience and how to best communicate with them Full results: Proficient
Customer focus & orientation — Proficient
January 2024
Responding to customer situations with sensitivity Full results: Proficient
Case management & social work — Proficient
May 2024
Determining client needs, providing support resources, and collaborating with clients and multidisciplinary teams
Full results: Proficient
General manager (hospitality) — Proficient
January 2024
Solving group scheduling problems and reading and interpreting P&L statements Full results: Proficient
Management & leadership skills: Impact & influence — Proficient January 2024
Choosing the most effective strategy to inspire and influence others to meet business objectives Full results: Proficient
Teamwork: Interpersonal skills — Proficient
February 2023
Responding to challenging team situations at work
Full results: Proficient
Administrative assistant/receptionist — Proficient January 2024
Using basic scheduling and organizational skills in an office setting Full results: Proficient
Verbal communication — Proficient
February 2023
Speaking clearly, correctly, and concisely
Full results: Proficient
Basic maintenance and repair — Proficient
February 2024
Performing basic repairs and maintenance for apartment complexes, office buildings, and other facilities
Full results: Proficient
Work motivation — Proficient
February 2024
Level of motivation and discipline applied toward work Full results: Proficient
Project timeline management — Proficient
May 2024
Prioritizing and allocating time to effectively achieve project deliverables Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
Remote experience in call center environment
Administrative experience for c-suite executives
Travel arrangements and travel coordination
event planning and event staff coordination
Contact this candidate