Call Center Customer Service
Resume:
Thomas Thompson
Experienced people manager
Champaign, IL 61820
*********@*****.***
Authorized to work in the US for any employer
Work Experience
Supervisor
Freedom Mortgage
August 2020 to Present
Supervise a team of 15 writers, that are responsible for written communication to customers. My position is responsible for the oversight and management of Correspondence and Research including but not limited to:
• borrower written correspondence, borrower statements/letters, credit bureau reporting, credit disputes and research
• Training and up training
• Meeting with agents weekly to discuss metrics and goals
• Making sure all legal requirements are achieved in outgoing communication with customers
• Making sure daily, weekly and monthly goals are met. Call Center Supervisor
Freedom Mortgage
August 2020 to October 2021
Managed a team of 10-17 call center agents. Responsibilities included:
• Meet or exceed institutional goals for customer satisfaction, striving to continuously improve call center operations
• Establish long- and short-range departmental goals, objectives, and strategies
• Direct the work of the Call Center agents. Responsible for hiring, on- going training, coaching, evaluation, and development of center personnel to ensure achievement of goals and objectives, compliance with State and Federal regulations and customer satisfaction
• Provide leadership and supervision of Call Center operations
• Develop and implement goals and objectives in coordination with management
• Implement strategies related to operation and services
• Evaluate the effectiveness of policies and procedures to ensure consistency Customer Care Supervisor
Continuum Global Solutions - Portland, OR
August 2012 to August 2020
Managed a team of 10-17 call center care agents. My responsibilities included:
• Manage a customer service team consisting of team members located in office, and remote work settings
• Report daily on agent adherence and productivity.
• Complete payroll daily to ensure timecards are accurate and up to date.
• Manage relationship with leadership team of other departments
• Create reports and analysis on performance of care agents
• Collaborate with direct report leadership team and trainers to ensure quality standards are being implemented, and consistently measured.
• Meet with each agent on my team weekly to review Key Performance Indicators.
• Work with manager to ensure proper scheduling/forecasting and call routing for department needs.
• Ensure employees are properly trained from end-to-end, including recurring training.
• Ensure agents are providing a high level of customer service.
• Develop and document workflow procedures and ensure the procedures are implemented and maintained at a quality level.
• Participate in formulating and administering company policies and develop long range goals and objectives
Education
High school or equivalent
Oak Park High School - Kansas City, MO
1990 to 1994
Skills
• Leadership Experience (10+ years)
• Microsoft Office
• Interviewing (3 years)
• Supervising Experience (10+ years)
• Quality assurance (10+ years)
• Leadership (10+ years)
• Management (7 years)
• Applied Behavior Analysis
• Logistics
• Team Management (10+ years)
• Recruiting
• Case Management
Assessments
Management & leadership skills: Planning & execution — Highly Proficient November 2022
Planning and managing resources to accomplish organizational goals Full results: Highly Proficient
Customer service — Proficient
December 2022
Identifying and resolving common customer issues
Full results: Proficient
Attention to detail — Proficient
November 2022
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Proficient
Customer focus & orientation — Proficient
December 2022
Responding to customer situations with sensitivity Full results: Proficient
Work style: Reliability — Proficient
November 2022
Tendency to be reliable, dependable, and act with integrity at work Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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