Call Center Customer Service
Resume:
KEWHAN
LEBRANDEN
*************@*****.***
New York NY
Professional Call Center Manager with a proven track record at TLT Call Center, adept in utilizing Zendesk and Genesys Cloud. Enhanced customer service quality through strategic training programs, achieving a 93% reduction in negative feedback. Skilled in conflict resolution and performance management, driving operational excellence in high-volume environments.
PROFESSIONAL SUMMARY
SKILLS
Applications (Zendesk, Avaya,
Noble and Freshdesk)
•
Call Center Software (Genesys
Cloud, Five9, Cisco Unified
Contact Center Enterprise
(UCCE), Talkdesk )
•
Debt Collection applications
(Web AR, Noble Solutions Suite
and Credit Point)
•
• Microsoft 365
De Paul University
Chicago • 06/2012
Bachelor of Arts: Business
Adminstration
EDUCATION
TLT Call Center - Call Center Manager
New York, NY • 09/2020 - 03/2025
Focus Margin - Call Center Operations Manager
New York, NY • 02/2015 - 08/2020
WORK HISTORY
Managed and monitored over 100 customer service representatives and adhered to quality assurance standards.
•
Managed day to day operations in a high volume call center environment.
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Orchestrated turnaround of sub-standard performance, achieving or exceeding all KPI's and SLA's.
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Performed quality audits as well as developed performance reports to improve performance level.
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Used conflict resolution skills to diffuse or eliminate irate customers complaints.
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Coordinated with the IT departments to ensure the call center technology was up to date and running properly.
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Successfully managed a team of 30+ customer service representatives providing support to over 15,000 customers.
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Created, managed, and implemented strategic and tactical plans for daily operations; established work priorities, and addressed customer inquiries while meeting costs, productively and quality goals.
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Improved the quality of customer service by regularly monitoring call center agents for performance.
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Developed and managed training processes using mock calls, decreasing poor customer feedback by 93%.
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Developed and delivered training programs to enhance representatives product knowledge and customer service skills.
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Processed inquires, complaints and feed back through proper channels until file was completed.
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Administered performance management by diagnosing improvement opportunities.
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