Call Center Manager

Jan Patters

***** ** ** *****

Pembroke Pines, FL 33026

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

Cell: 954-***-****

Professional Experience:

**/**** - ******* **** ****** Manager

ABC Telecommunications Co.

Fort Lauderdale/Fl

Supervise 60 employees by: overseeing all day-to-day activities, coach and motivate employees to give extraordinary customer service to retain customer satisfaction. Review quality scores for each employee and as a group. Train and coach employees to ensure customers were given a superior experience. Review call center telephone reports to evaluate employee productivity and call center efficiency. Work as a team member with management.

3/1985 – 9/1999 Customer Service Manager

California Federal Bank

Fort Lauderdale/FL

Managed the bank’s customer service department with 60 employees. Trained employees to work in the call center. Partnered with Team Leads, to provide coaching and feedback to Representatives. Assisted with coordination, participating and reporting of the activities and outcome results. Reviewed daily telephone stats regarding efficiency and effectiveness. Monitored inbound calls for conformity to departmental policy

Assisted in the interviewing and selection process of team members

Assisted with projects assigned by management.

Education:

M.S. Nova University

B.S. Youngstown State

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