Call Center Assistant Manager
Resume:
Clinton, MS *****
Cell: 601-***-****
***************@*****.***
Calvin Riggs
Education
December 1995 University of Alabama Tuscaloosa, AL
B.S. Commerce and Business Administration
Objective
My objective is to obtain employment with a forward thinking, innovative employer. My experience in communicating, problem solving, and delivering results will prove to be mutually beneficial.
Experience
2022-current Self-Employed
Licensed Independent Insurance Agent
Responsible for generating leads and selling final expense/life insurance policies
Responsible for maintaining carrier training and appointment requirements
Responsible for accurate field underwriting to ensure that policies are placed and remain in-force
Responsible for building relationships with potential clients and providing insurance protection based on their specific needs
Responsible for maintaining an ongoing relationship with my clients that is open to service beyond the sale
2015-2021 C Spire Ridgeland, MS
Training Specialist
Responsible for developing training content to support all lines of business
Responsible for researching and maintaining knowledge of dynamic business needs/practices
Responsible for communicating training needs and business standards to 3rd party trainers
Responsible for communicating course offerings and tracking course completion
Responsible for facilitating meetings to determine the exact nature of training requests
Frequently conduct classes using Microsoft Teams
Develop and maintain an action plan to track and achieve monthly training goals
2011-2015 Lockheed Martin Clinton, MS
Call Center Supervisor HR Access Program
Responsible for coaching, training, and developing a team of 10 or more agents
Frequently conduct interviews and attend job fairs to assist in Lockheed Martin staffing efforts
Frequently monitor inbound calls for quality standards
Actively review call center metrics and best practices on an ongoing basis
Plan and execute weekly coaching sessions with all team members
Develop action plans to improve overall call quality and team performance
Frequently facilitates meetings and training sessions with all HR Access team members
Maintains HR files and daily attendance records
Assisted the Training and onboarding new employees for over a year until the Training Manager position was filled
2008 – 2011 Comcast Call Center Madison, MS
Call Center Supervisor
Responsible for coaching and developing a team of 14 agents
Frequently initiate customer contact to ensure that all issues have been resolved
Frequently monitor inbound calls for quality standards
Actively review metrics on an ongoing basis
Plan and execute weekly one on one sessions with all team members
Develop action plans to improve overall call quality
Maintain all HR files and daily attendance records
2006-2008 Applebee’s Ridgeland, MS
Assistant Manager
Accountable for hiring and training all front of house crew members
Responsible for making table visits to ensure quality dining experiences
Responsible of ensuring meals are prepared in a fresh, hot, timely manner
Responsible for ensuring that all monetary receipts are deposited properly
Facilitate team meetings to convey customer service info., new promotions budgets and others concerns
2005-2006 Corky’s Ribs & BBQ Clinton, MS
General Manager
Responsible for staffing, training, and scheduling of front and back of house team members
Ensure that inventory levels are adequate to support guest count levels
Ensure all cleaning programs are in place and strictly adhered
Act as an active participant in the greeting, seating, and dining experience of the guest
Maintain strict adherence to all cash handling and loss prevention initiatives
Facilitate team meetings to discuss comment cards, company promotions, budgets and other concerns
Utilize various computer spreadsheets and software to process
payroll, food cost, ordering and sales tracking
2001-2004 Piccadilly Cafeteria Jackson, MS
Assistant Manager
Ensured proper temperature, presentation, and consistency of all menu items
Responsible for all hiring, training, and coaching of kitchen associates
Ensured strict adherence to all cash handling and loss prevention policies
Responsible for the creation and implementation of the kitchen’s cleaning and sanitation program
Routinely handled customer compliments, complaints, and request
1998-2001 TJ Maxx Jackson, MS
General Manager
Ensured that sales floor presentation was seasonally correct and appealing to the customers
Partnered with loss prevention team to control the flow of inventory and control product loss
Set the tone for excellent customer service standards throughout the unit
Accountable for analyzing sales trends and demographics to ensure accurate employee coverage
Responsible for all personnel decisions involving up to 50 employees including hiring, training, etc
1995-1998 Wal-Mart. Meridian, MSA
Assistant Manager
Responsible for personnel decisions involving up to 30 employees including hiring, training, etc
Set the tone for excellent customer service standards throughout the store
Partnered with loss prevention team to control the flow of inventory and control product loss
Ensured that sales floor presentation was seasonally correct and appealing to the customers
Accountable for analyzing sales trends and demographics to ensure accurate employee coverage
Contact this candidate