Call Center Customer Service
Resume:
Nicka Smith
Jacksonville, FL
***********@*****.***
Objective
Results-driven call center manager with over five years of experience in optimizing customer service operations and leading high-performing teams. Seeking a position that allows me to utilize my leadership skills, operational expertise, and commitment to customer satisfaction to drive team success and improve service delivery. Education
BA COMMUNICATION ARTS- BACHELORS
Graduated in 2012
University of the Assumption, Pampanga Philippines Languages
• English: Proficient
• Tagalog: Proficient
Experience
GENPACT
Assistant Manager 2022-Present
· Call Center Manager
· Quickly promoted to assistant manager from management trainee within just six months due to outstanding performance and a proven ability to exceed key performance indicators (KPIs).
· Demonstrated leadership by managing a team of over 20 agents, focusing on KPIs like average handle time, customer satisfaction, and first-call resolution.
· Spearheaded performance improvement initiatives that resulted in a 25% increase in customer satisfaction and a 45% reduction in average handle time.
· Developed and conducted training programs to enhance agent skills, aligning with KPIs and contributing to improved team productivity.
· Analyzed call flow and process efficiencies, consistently achieving and surpassing monthly KPI targets, which led to sustained improvements in service delivery and customer retention.
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· Key Skills
· Leadership & Team Development: Proven ability to mentor and motivate employees, fostering a positive work environment and driving professional growth.
· Operational Efficiency: Skilled in analyzing data to streamline processes and enhance call center productivity.
· Customer Service Excellence: Strong focus on customer satisfaction, implementing strategies that improve customer interactions and resolve issues effectively.
· Communication & Conflict Resolution: Excellent interpersonal skills, adept at handling complex customer inquiries and resolving escalations to maintain service standards.
TTEC (remote)
Supervisor
· 2019-2022
· Managed a team of agents dedicated to resolving credit card disputes for a major client in the banking and finance industry, ensuring compliance with industry regulations and company policies.
· Oversaw daily operations, focusing on KPIs such as dispute resolution time, customer satisfaction, and accuracy in handling sensitive financial information.
· Provided training and support to team members on dispute resolution techniques, helping them understand the nuances of banking regulations and customer service best practices.
· Analyzed and optimized workflows to improve efficiency, reducing dispute resolution time
· Collaborated with cross-functional teams to address complex cases and streamline processes, enhancing the overall customer experience and reducing error rates.
· Key Skills
· Credit Card Dispute Resolution: Experienced in handling and managing credit card disputes within the banking and finance industry, ensuring accurate and compliant resolution of customer issues.
· Banking & Finance Compliance: Knowledgeable about industry regulations, maintaining strict adherence to financial compliance standards throughout dispute resolution processes.
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· Customer Service Excellence: Proficient in delivering high-quality service and achieving high customer satisfaction, particularly in sensitive and complex financial matters.
· Analytical & Problem-Solving Skills: Skilled in analyzing case details, identifying root causes, and implementing solutions to expedite dispute resolution while maintaining accuracy.
· Team Leadership & Training: Strong ability to train and mentor team members on dispute resolution strategies, financial regulations, and customer service best practices.
· Process Optimization: Capable of identifying inefficiencies and optimizing workflows, resulting in reduced resolution times and improved customer outcomes.
· Performance Monitoring & KPI Management: Experienced in tracking and managing key performance indicators such as dispute resolution time, accuracy, and customer satisfaction to achieve team and organizational goals. References
Available upon request
Certifications
· Licensed Notary Public - State of Florida
Skills
· Microsoft Office Suite: Proficient in Excel, Word, and Outlook
· Power BI: Data analysis and visualization
· Multitasking: Able to manage multiple tasks efficiently
· Organization: Strong organizational skills to prioritize and manage workloads
· Tech-Savvy: Strong understanding of technology and virtual desktops
· ADP: Skilled in payroll and workforce management
· Verint Scheduling: Proficient in scheduling and workforce optimization
· Avaya Phone System: Experienced with Avaya phone systems for communication management
· Amazon Connect: Skilled in using Amazon Connect for customer engagement
· LivePerson: Proficient in utilizing LivePerson for digital customer interactions
Contact this candidate