Quality Assurance Call Center
Resume:
Cedric Gibson Resume
AREAS OF EXPERTISE
Customer Service Management,
Call Center Management,
Project Management,
Time Management,
Training,
Quality Assurance,
Team Building,
Medical Terminology,
Process Improvement,
Problem Solving.
PROFESSIONAL
Goal focused
Adherence to protocol and procedure
PERSONAL SKILLS
Effective and active listening skills
Professional appearance
Strong leadership skills
Excellent Oral & Written Skills
Punctual
COMPUTER SKILLS
Windows
Mac OS
Microsoft Office, Powerpoint, Keynote
Quick Books, and Social Media
PERSONAL DETAILS
Cedric Gibson
Chicago, IL 60602
**.******.******@*****.***
.
PROFESSIONAL EXPERIENCE
FLAWLESS CONSTRUCTION & HOME PROFESSIONALS LLC
2008 - 2020 / Project Manager
• Collaborate with architects, engineers, etc. to determine the specifications of each project.
• Obtain permits and licenses from appropriate authorities.
• Hire contractors, subcontractors (electricians, carpenters, heating and cooling professionals) & general laborers.
• Acquire needed equipment and materials.
• Plan all construction operations/schedule intermediate phases to ensure deadlines are met.
• Supervise the work of General laborers.
• Evaluate daily progress and prepare detailed reports.
• Ensure adherence to all health and safety standards and report issues.
• Pay all construction workers and bills on time and on budget. RESIDENTIAL LOAN CENTERS OF AMERICA
2000 - 2008 / Quality Assurance Manager
• Developed quality assurance standards & call monitoring formats for inbound/ outbound Loan Originators.
• Created strategic call scripts.
• Developed a comprehensive training module.
• Recruited & trained 30 inbound/outbound call center Loan Originators.
• Implemented call center policies & procedures.
• Remotely monitored active calls for quality assurance.
• Provided feedback sessions & initiated development plans to meet quality objectives.
• Generated quality reports to track call volume & call center performance.
• Analyzed data to identify training needs & areas for improvement.
• Facilitated monthly quality meetings.
MCI TELECOMMUNICATIONS
1993 - 2000 / Call Center Manager
• Managed a team of 30 Inbound Call Center Customer Service & Sales Professionals for Business Markets.
• Developed & implemented call center strategies & operations to meet customer needs & expectations.
• Provided hands on monitoring, coaching & development to meet quality, productivity
& sales goals.
• Resolved customer escalations.
• Provided actionable data to internal support groups as needed.
• Initiated performance reviews & employee development plans.
• Monitored call volume to ensure 100% schedule adherence.
• Managed an employee incentive budget.
• Conducted weekly team meetings.
• Assisted Human Resources with recruitment, training, payroll & disciplinary action.
• Enforced company policies & procedures.
EDUCATION
MCI Telecom Corporate Training
Richard T. Crane Tech
Franklin Covey - Time Management, Business Skills & Leadership Courses REFERENCES – Available on request
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