Call Center Operations Manager
Resume:
Isaac Robinson
Call Center Operations Manager
Cedar Hill, TX 75104
****************@*****.***
Professional Summary
Independent team worker. Excellent organization skills and detail oriented. Works well under pressure. Proficient in numerous computer software applications; demonstrated ability to work well with all levels of employees. Excellent interpersonal and communication skills. Also good with all types of hand tools.
Willing to relocate to: Dallas, TX
Authorized to work in the US for any employer
Work Experience
Call Center Operations Manager
Expedited Travel-Dallas, TX
November 2023 to June 2024
Interview and select new team members; facilitate onboarding and new hire training. Monitor employee adherence to work schedule, including clocking in and out according to start/end times for shift and meal periods; ensure strict compliance to overtime restrictions. Address all noncompliance issues with appropriate coaching and corrective action. Communicate individual and team performance expectations; reinforce frequently in meetings and via email; monitor activities daily and use appropriate coaching, re-training and corrective action to address unsatisfactory individual and team performance and/or behavior. Arrange for and/or conduct training meetings on skills and information needed to meet seller expectations and individual/team performance expectations; involve management in training as needed. Based on input from management team, set appropriate team goals for month-over- month and year-over-year assignment and sales growth; track monthly to ensure consistency on a per-seller basis. Provide regular updates to management on all metrics on a daily and weekly basis Call Center Supervisor/QA Supervisor
Expedited Travel-Dallas, TX
June 2023 to November 2023
Follow daily processes for all subordinates. Maintain kpi’s and all metrics thru to satisfactory results. Monitoring agents daily daily to ensure they are giving all customers white glove service. Issue disciplinary action to all agents via in person conversation. Creating spreadsheets and document that will streamline the daily work needs. Manage the quality assurance agents ensuring that they are coaching and providing accurate and spot on feedback to make my agents better on every call. Customer Retention Manager
AT&T-Dallas, TX
December 2020 to February 2023
• Develop and coach a team of 10 plus subordinates
• Ensure all behaviors are being displayed by all reps on every call ensuring full customer satisfaction.
• Contact with customers to negotiate and create a total customer satisfaction expierience.
• Resolve intricate issues customer have with their account via CRM based program
• Monitor and grade call quality
• Implement Sales strategies
• Maintain office moral with incentives
• Update time cards
• Implement weekly huddles to set weekly expectations Customer Service/ Retentions Specialist/ Team Lead AT&T-Oakland Park, FL
June 2018 to December 2020
Customer Service/ Retentions Specialist/ Team Lead Jun 2018 to Present
• Assist customers with all account information i.e Wireless, Internet, TV and Home phone services
• Resolve key issues in a timely manner using multiple systems creating a seamless customer experience
• Communicate with other departments assisting customer resolve all account matters
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• Provide a excellent customer experience through clear and concise verbal communication Customer Service Rep/Returns Specialist/Team Lead
Global Response Corp-Broward County, FL
April 2017 to June 2018
Assist customers with placing orders and searches as well as navigating the online website.
● Initiate escalations for any problems that customers call in about pertaining to previous or current shipments
● Receive daily cases that must be reviewed and resolved in a timely manner.
● Resend items or refund orders per the customer request.
● Store communications to assist with questions or issues that may occur
● Monitor and respond to customers via web based virtual chat and email program
● Monitor service levels on the production floor insuring maintaining the daily metric.
● Assist agents with any questions or resolutions to any particular issue.
● Performed Administrative duties for sales floor via directives of Management Talk2Rep
Customer Service Rep/ Team Lead
Talk2Rep-Broward County, FL
April 2016 to April 2017
Assist customers with electricity supply price needs i.e. enrollments and cancellation for deregulated energy service in the states of OH, PA, IL and NJ.
● Create escalations for any problems that customers call in about ● Enter data into system with accurate efficiency and in a timely manner
● Accomplish all metric goals that are required by management. Customer Service Rep/Team Lead
Simpro/Centah Solutions
April 2015 to March 2016
Oversee the production floor answering questions directed from other agents pertaining to company protocol as requested per management when needed
● Create and complete complaints and escalations directly from customer, input into the system and disperse to supervisor for further investigations.
● Assist both Canada and Us Costco as well as Lowe's members request household service requests
● Worked directly with customers to resolve any complaints in a timely manner. Maintain Call handle time efficiently on every call and disposition
● Input member information into Sim pro System accurately
● Detailed knowledge of all services that Costco US/CAN and Lowe's CA offer Document Processor/Data Entry (Temp)
Convey Health Solutions-Sunrise, FL
October 2014 to December 2014
Use multiple medicare systems in order to analyse medicare members eligibility
● Input and update data in the Infocare System
● Enroll members into specific health plans via (IBC) International Blue cross
● Maintain a certain amount of applications per day Sales Verifier/Data Entry Specialist
T-Mobile-Tamarac, FL
October 2010 to August 2014
Monitor sales call thru internal recording system. Determined whether the agent is following T-Mobile Standard Operating Procedures (SOP's).
● Conducted introductory presentations for new hires.
● Maintain statistical report of the performance of the sales floor.
● Created and distributed spreadsheets with critical data for the entire sales program.
● Other clerical and administrative duties as required.
● Assisted in setting up accounts for customers via phone, including pricing and devices T-Mobile offers.
● Built rapport with customer base and delivered outstanding customer service.
● Maintained full operation of T-Mobile ordering system via computer and performed data entry and other duties.
● Trained and assisted new agents on the sales floor to sustain sales and customer support.
Transporter Agent
National Auto Transport-Miami, FL
February 2001 to December 2001
Performed direct customer service duties in local and long distance vehicle Transport Company.
● Used personal computers to complete transactions.
● Communicated with customers via telephone and internet.
● Also performed other administrative duties.
Assistant Planner, Planning Department
City of Birmingham-Birmingham, AL
July 2000 to January 2001
Maintained planning files, mapped city streets using GIS system and various administrative duties in the planning department.
Education
High School Diploma
North Miami Beach Senior High School
1995
Skills
• Microsoft Excel
• Word
• GIS
• MS POWERPOINT (10+ years)
• Live Chat
• Outlook
• Receptionist
• MS EXCEL (10+ years)
• Administrative Assistant
• MS OUTLOOK (10+ years)
• MS OFFICE (10+ years)
• Computer literacy
Certifications and Licenses
Driver's License
Additional Information
COMPUTER SKILLS
MS Excel, MS Word, MS Powerpoint, MS Office, MS Outlook Technical Skills
A++ Programming
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