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Call Center Customer Service

Location:
Champaign, IL
Posted:
January 03, 2023

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Resume:

Thomas Thompson

Experienced people manager

Champaign, IL 61820

adufmk@r.postjobfree.com

+1-503-***-****

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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