Center Center Manager, Certified training instructor
Resume:
Steven
Brown
Mesa, AZ *5209
**********@*****.***
Ambitious and results-oriented Call Center Team Manager with over 25 years of experience, creating strategic alliances with organizational leaders to effectively align and support customer service and sales initiatives. Progressive driven adept at building and retaining high-performing teams.
Skills
Coaching and Monitoring
Needs Assessment
Technical Support
Recruitment
Staff Leadership
Staff training/development
Experience
03/2021 – PRESENT
Technical Support / Bank of America, Phoenix, Arizona
Provide excellent client service and technical support to clients and internal partners including point of contact resolution.
Demonstrate operational discipline while handling diverse operational functions.
Fulfill critical client request within prescribed polices and procedures.
08/2019 – 02/2021
Supervisor / Fiserv. Inc, Phoenix, Arizona
Hired, trained, and instructed call center representative to respond to customer questions and complaints by troubleshooting issues with service and products.
Improved quality scores from 81.20% to 89.70% within a 4-month time frame by coaching representatives through call quality observations and daily feedback for productivity improvement.
Lead a team of newly graduated 20 representatives by providing daily KPI feedback on Average Handle Time, Adherence to schedules, Auxiliary Time and After Call Work through One-on-One meetings, Microsoft Teams Chat and Email.
04/2015 – 08/2019
Supervisor / American Airlines, Tempe, Arizona
Observed each employee’s individual strengths and initiated mentoring program to improve areas of opportunities.
Maximized productivity by keeping detailed records of daily progress by identifying and rectifying areas for improvement
Interacted in a positive manner with other supervisor and managers to build connections and nurture relationships.
Certified Trainer / American Airlines, Tempe, Arizona
Defined and articulated learning outcomes, including measurements, performance metrics and changes to improve employee learning.
Developed new process for employee evaluation which resulted in marked performance improvements.
Worked directly with various departments to brainstorm, discuss strategy, and mitigate miscommunication issues.
International Sales Agents / USAirways, Tempe, Arizona
Encouraged cross-selling of additional products and services through relationship-building and acquired understanding of customer business needs.
Drove team revenue by an average of $250,000 in new business each month.
Forged and nurtured impactful relationships with customers to cultivate loyalty, boosting customer satisfaction.
07/2010 – 09/2014
Store Manager and Trainer / Dominos Pizza, Inc, Mesa, Arizona
Education
JULY 2007
MBA in Human Resource Management/ University of Phoenix, Phoenix, Arizona
JUNE 2000
Bachelor of Science in Management / University of Phoenix, Phoenix, Arizona
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