Customer Service Call Center
Resume:
Personal Statement
• Twenty years of Customer Service and People Management
experience in retail, community service, medical, and manufacturing environments with a strong work ethic complemented by outstanding organizational, interpersonal, and computer skills.
Work Experience
V C.A.R.E. GROUP, LLC. – Call Center Customer Service Manager Atlanta, GA 2019 – Present
• My qualifications for this position stem from extensive customer service and relationship management background.
• Managed daily operations of a 60-seat inbound call center, successfully maintained an average wait time under 30 seconds.
• Implemented workforce optimization tools, diminishing staffing and scheduling issues by 50%.
• Coordinated an employee rewards program, reducing staff turnover by 20% over 2 years.
• I have consistently exceeded customer expectations throughout my career and built strong, long-term relations to maintain customer satisfaction by utilizing problem-solving resources.
R & R Job Referral Services – Customer Service Success Representative Atlanta, GA 01/2012 - 07/2019
• Directed and planned the day-to-day responsibilities of the company’s personnel, compensation, and benefits programs.
• Coordinated the annual insurance renewal process and conducted open enrollment meetings. Developed wellness programs and initiated the annual benefits fair.
• Conducted wage and benefits surveys to maintain competitive programs for retaining staff, contract negotiation, and budgeting.
• Assisted the finance director with the benefits program budgets, reviewed reports, oversaw the account payable/account receivable department, and tracked expenses.
Hi-Tech Manufacturing Trucking Company - Lead Dispatcher
/Administrative Office Manager
Lithonia, GA 03/2008 - 01/2012
• Managed 15 dispatchers, leading job assignments, tracking project status, processing payroll, and resolving issues.
******.***************@*****.***
College Park, US 30337
Education
Continuing Education
Bachelor of Arts: Business Management
06/1998
Lindsey Hopkins - Miami, FL
High School Diploma
01/1980
OIC of South Florida – Miami, FL
Certification in Administrative Support
Skills
Administrative and Organizational
Skills:
Scheduling
Classroom Setup
Feedback Reporting
Record Keeping
Operational Organization
Workflow Problem Solving
Report Preparation
Job Assignment Delegation
Project Tracking
Conflict Resolution
Troubleshooting
Data Entry
AP/AR
CRM
Management and Leadership:
Team Motivation
Analytical Problem Solving
Persuasive Communication
Leadership
GLORIA NEELY
• Organized dispatch training programs to promote company vision, values, and culture.
Kohl's Department Store - Credit Supervisor
McDonough, GA 11/2006 - 03/2008
• Assisted with reconciliations and customer communications.
• Managed inbound customer calls related to credit and accounts receivable.
• Developed strategic plans for day-to-day financial operations. Cross County Land Trust, Inc – Real Estate AR/AP
Coordinator/Manager
Hollywood, FL 01/2002 – 11/2006
• Handled day-to-day accounting processes to ensure financial accuracy.
• Cultivated strong relationships with agents, lenders, and title companies.
• Supported reporting requirements of accounting and finance teams. Arise Virtual Solutions - Independent Contractor - Work from Home Miramar, FL 03/1999 - 01/2002
• Consulted with customers through high call volume, email, and chat to assess needs and propose optimal solutions.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
References
References available upon request
Customer Relations and Services:
Exam Administration
Safety Protocol Adherence
Customer Service
Training and Development:
Training Program Coordination
Financial and Reporting:
Basic Bookkeeping
Payroll Processing
Billing
Communication and Relationship
Building:
• High-volume communication
(Call, Email, Chat)
• Relationship Building
• Relationship Management
• Business Opportunity
Development
• Closing Tickets
• Routing Orders
• Verifying Coverage
• Prioritizing Calls
• Data Entry
• Maintaining Call Metrics
• Delegating Work
• Dispatching Field Personnel
• Work Order Management
• Schedule Management
• Service Coordination
• Customer Relationship
Management
.
Contact this candidate