Customer Service Call Center

Christopher B. Pietras

** ***** ******, *********** ** 01104

Phone: 413-***-****

Email: ********@*****.***

Professional Summary

Results-driven Capacity Management Analyst with over 10 years of experience in the insurance industry, specializing in call center operations, workforce planning, and customer service. Strong leadership, communication, and analytical skills with a proven ability to thrive in both team-oriented and independent environments. Adept at managing staffing allocation, analyzing call patterns, and generating strategic reports to improve efficiency and customer satisfaction. Core Competencies

● Workforce Planning & Analysis

● Call Center Operations

● Leadership & Team Collaboration

● Data Reporting & Interpretation

● Customer Service Excellence

● Communication (Written & Verbal)

● Process Improvement

Professional Experience

Liberty Mutual Insurance – Springfield, MA

2009 – Present

Capacity Management Analyst

2012 – Present

● Monitored call volume patterns and compared them against forecasts to enhance operational efficiency.

● Allocated staffing resources effectively to achieve service level targets, ensuring optimal customer service.

● Generated and analyzed performance reports for senior management, providing actionable insights for strategic decision-making.

● Actively participated in employee resource groups and workforce committees including Alignment, Excellence, and Engagement committees

Customer Service Specialist

2009 – 2012

● Handled high-volume inbound calls, assisting customers with policy inquiries and changes

● Clearly explained insurance coverages and product options to policyholders

● Accurately processed policy updates and documented all interactions

● Promoted and cross-sold additional insurance products Education

Fitchburg State University – Fitchburg, MA

Bachelor of Arts in Communications/Media

2005 – 2008

Technical Skills

● Microsoft Windows, Mac OS

● Microsoft Office, Power BI, SharePoint

● Call Center Management Tools (NICE IEX, Triton, Calabrio)

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