Call Center Customer Service

D M

404-***-****

***********@*****.***

Atlanta, GA

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Committed, results-oriented leader with 25+ years of experience training and supervising remote and in-office teams of call center / customer service agents for the technology industry. Self-starter with strong work ethic. Collaborative communicator focused on building well-trained, productive virtual teams and achieving service excellence.

Call Center Manager

eBryIT, Inc. / Jun. 1999 - Present

• Responsible for overseeing 20 technicians in the field that cover the US for printer and computer repair.

• Manage expense reports and timecards while maintaining strict confidentially.

• Responsible for an in-house staff of 10 customer service representatives that are responsible for dispatching calls to the technicians and updating calls from techs/customers

• Maintain time tracking and other administrative duties

• Provide a vision and strategy to continually improve and grow the team(s) while preserving the customer experience

• Hire, onboard and train call center personnel.

• Coach call center staff through challenging customer service issues.

• Analyze call center data and prepare reports for upper management.

• Evaluate staff effectiveness and performance annually or on an at- need basis.

• Lead team meetings and give presentations to executives.

• Develop monthly, quarterly, and annual goals and action plans.

• Prepare work schedules to ensure sufficient coverage.

• Create personnel and supply budgets for approval.

• Develop objectives for the call center’s day-to-day activities

• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)

• Collect and analyze statistics (sales rates, costs, customer service metrics etc.)

• Implement procedures that will improve performance and optimization

• Partner with Human Resource department to develop consistent and effective employee processes (attendance, breaks, etc.) PROFESSIONAL PROFILE

EXPERIENCE

Danette Mack

Call Center Manager

EDUCATION

Associate of Science

Kennesaw College

EXPERTISE

Problem Solving and Customer

Relations

Detail oriented

Strong oral, written, and

interpersonal communication

Exceptional customer service

Time management & prioritization

Innovative & solutions oriented

Proactive & Resilient

Proven ability to lead, mentor, and

organize successful and efficient

teams

D M

Senior Administrative Assistant, PSI, Inc. / Mar. 1995– Mar. 1999 Administrative Assistant, Working Solutions, Inc. / Jan. 1990 – Mar. 1995 Office Manager, Sunshine Services / Mar. 1984 – Dec. 1989 Secretary, Pro Pets / Nov. 1981 – Mar. 1984

ADDITIONAL EXPERIENCE

Danette Mack

TECHNICAL SKILLS

Microsoft Office

Mitel Phone Systems

Google Suite

Clearview

FieldPro

CMS Truck Pro

Nexterna

FieldPower

Dynamics

ServiceMax

References provided upon

request

Contact this candidate