Customer Service Call Center
Resume:
********@*****.***
Knoxville, TN ****4
Skills
Regulatory Standards
Financial Reporting
Operations Oversight
Data Analysis
Staff Development
Interdepartmental Collaboration
Operations Management
Compliance Monitoring
Training Coordination
Team Supervision
Customer Service
Call Center
Quality Assurance
Employee Scheduling
Organizational Skills
Multitasking
Time Management
Effective Communication
Written Communication
Education And Training
05/2009
BBA:
Finance
Strayer University
Knoxville, TN
06/2006
Bachelor of Arts:
Business Administration And Management
Pellissippi State Technical Community College
Knoxville
TaKesha Elder
Summary
Dynamic leader with a proven track record at AT&T Communications for over two decades, enhancing operational efficiency and customer satisfaction. Expert in Operations Management and Effective Communication, I spearheaded initiatives that significantly improved team performance and compliance adherence. Skilled in fostering interdepartmental collaboration and staff development, my strategies boosted center productivity and employee engagement.
Experience
AT&T Communications - Center Manager
Knoxville, TN
08/1998 - Current
Conducted regular staff meetings to ensure all personnel were properly trained on policies and procedures.
Established customer service standards for the center and monitored performance of staff against those standards.
Created operational plans for the center in order to maximize efficiency and productivity.
Managed day-to-day operations of the center, including staffing, scheduling, budgeting, inventory control and customer service.
Resolved conflicts between customers and staff members in a professional manner.
Ensured compliance with company policies and procedures as well as local regulations regarding safety, health, security and labor laws.
Provided guidance to team members on how to handle difficult customer situations while maintaining excellent customer service levels.
Maintained accurate records of employee attendance, payroll information and other administrative tasks related to personnel management.
Evaluated job performances of team members regularly through feedback sessions.
Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
Facilitated team meetings, fostering communication and collaborative problem-solving.
Analyzed center performance metrics to identify trends and areas for improvement.
Developed and implemented center policies and procedures to optimize operations.
Oversaw daily operations, ensuring smooth and efficient center functioning.
Fostered an inclusive environment, promoting diversity and employee well-being.
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