Contact Center Customer Support
Resume:
PROFILE SUMMARY
Versatile professional with extensive experience in contact center operations, specializing in customer interaction optimization, process improvement, and stakeholder collaboration. Skilled at resolving issues, managing escalations, and mentoring teams to deliver exceptional customer experiences. Adept at analyzing performance metrics and designing solutions to enhance service efficiency and satisfaction. Demonstrates valuable customer representative skills through hands-on experience in contact center environments and multi-channel communication. Proven ability to adapt and thrive in dynamic settings while maintaining a focus on service excellence. Committed to driving customer satisfaction and fostering positive relationships. PROFESSIONAL EXPERIENCE
Northwestern Mutual Financial Services – Remote Nov 2021 – June 2024 Lead Enterprise Architect for Contact Center
Collaborated cross-functionally to create governance and standards for contact center platforms.
Streamlined operational processes, enhancing customer satisfaction and system reliability.
Analyzed and addressed key service delays, reducing response times during peak hours.
Developed systems to improve staff effectiveness and maximize customer support outcomes.
Led efforts to implement contact center practices aligning with organizational goals.
Mentored team members to foster skills in customer interaction and technical solutions. Optum (Formerly Healthcare Partners) – El Segundo, CA Apr 2018 – Nov 2021 Lead Unified Communications Architect (Contact Center)
Led initiatives to improve customer interaction processes across contact center systems.
Designed workflows to enhance operational efficiency and service satisfaction.
Trained team members to resolve escalated issues with professionalism and empathy.
Evaluated and implemented innovative solutions to optimize contact center effectiveness.
Collaborated with stakeholders to ensure alignment of customer-focused strategies.
Enhanced reporting systems to measure and improve service quality metrics. Vector USA – Torrance, CA May 2017 – Mar 2018
Network Engineer L4 (Specializing in Contact Center)
Designed and implemented contact center solutions to address operational challenges.
Developed customized training documentation to support consistent service delivery.
Trained team members to improve communication and customer support skills.
Monitored and resolved escalated issues in customer interactions.
Enhanced team collaboration to achieve service improvement goals. Healthcare Partners – Torrance, CA Mar 2016 – May 2017 Sr. Contact Center Engineer (Contract, Insight Global)
Collaborated with key stakeholders to refine contact center solutions for improved service delivery.
Conducted training sessions to develop team expertise in customer-focused tools.
Optimized workflows to enhance the speed and quality of issue resolution.
Provided technical support to address complex escalations in customer interactions.
Utilized metrics to identify areas for improvement and streamline processes. Dimension Data – Remote Aug 2012 – Feb 2016
Sr. UCCE Engineer
Supported customer-facing operations, ensuring efficient resolution of technical issues.
Worked with teams to develop strategies improving service satisfaction and retention.
Created detailed documentation to promote consistency in customer support processes.
Implemented recommendations to improve operational efficiency and response times.
Addressed escalations with a focus on empathy and timely solutions. Los Angeles, CA
*********@*****.***
CONTACT
CORE COMPETENCIES
Customer Interaction
Process Improvement
Stakeholder Collaboration
Issue Resolution
Escalation Management
Training and Mentorship
Operational Efficiency
Contact Center Design
Workflow Streamlining
Performance Metrics Analysis
Technical Communication
Adaptability
Team Collaboration
Problem Solving
Service Delivery
LORA
JOHNSON
Twin City Federal Bank (TCF) – Minneapolis, MN Dec 2010 – July 2012 Network Engineer III
Maintained network integrity to support seamless contact center operations.
Resolved issues impacting customer support, ensuring minimal disruptions to service.
Communicated with leadership on key updates and service performance metrics.
Collaborated with teams to improve response times and customer satisfaction. Thomson Reuters – Minneapolis, MN Mar 2009 – Nov 2010 Sr. Systems Engineer
Implemented enhancements to customer-facing systems and workflows.
Developed strategies to improve customer satisfaction through process improvements.
Facilitated cross-functional communication to address escalated issues effectively.
Documented key system updates to ensure transparency and operational alignment. ADDITIONAL EXPERIENCE
Midwave Corporation – Minneapolis, MN 2009 – 2010
Contact Center Technical IT Project Manager
L.J. 1 Consulting – Minneapolis, MN 2008 – 2009
Sr. UCCE Engineer
Midwave Corporation – Minneapolis, MN 2005 – 2008
Sr. Contact Center Engineer
Berbee Information Networks – Minneapolis, MN 2003 – 2005 Contact Center Engineer
Medica Health Plans – Minneapolis, MN 2002 – 2003
Sr. Telecommunications Engineer
EDUCATION
Master of Science in Telecommunications
St. Mary’s University of Minnesota – Minneapolis, MN Bachelor of Science in Business
University of Minnesota – Twin Cities, MN
Contact this candidate