Call Center Manager
Resume:
Patrick E Kennedy
**** ** **** ***, *******, FL *3322
**********@*****.***
Objective Multi-faceted professional offering a diverse and significantly progressive career in the fields of Call Center and Sales Management.
Profile • 10 years experience in a Call Center Management environment.
• Ability to increase customer service experience while focusing on productivity and efficiency.
• Goal-oriented individual with strong leadership capabilities.
• Organized, highly motivated, and detail-directed problem solver.
• Proven ability to work in unison with all levels of staffing.
Skills/Qualifications Proficient in MS Office, e-mail, and internet.
Experience with Symposium, ACT, and worked with different types of CRM software.
Familiar with IVR, ACD, and have worked with various other forecasting, scheduling, and other technology and key metrics associated with call centers.
Effective oral and written skills including the ability to write correspondence and speak effectively to groups of management, employees, and customers.
Relevant Experience & Accomplishments
Program Coordination
• Increased overall sales by 34% within first quarter and met or exceeded goal 3 of 4 quarters.
• Designed and implemented performance improvement plans.
• Increased team sales by 125% to goal, while lowering payroll by 30%.
• Ranked #1 Broker Sales Agent in the US in 2006.
• Coordinated start up of numerous new lines of business while exceeding service goals on existing lines of service.
• Introduced new sales model and increased efficiency by 25% within 30 days of roll out.
• Increased occupancy rate in Austin, TX from 60% to 90% within 1 quarter.
• Achieved highest level of sales in New York since Regus entered the market, under my management.
• Wrote and implemented policies, procedures, and ‘best practices’ for US Call Center.
Management/Supervision
• Directed recruitment and retention of staff from 10 to 75 employees.
• Trained, developed, motivated and conducted formal performance reviews for staff.
• Managed multiple lines of business and teams in a call center environment.
• Strong leadership and managerial skills that reflects a philosophy ‘lead by example’ in environments of change and growth.
Employment Director of Case Manager, MRB Acquisitions
Ft Lauderdale, FL
• Provide leadership to Case Managers and Call Center Representatives in the areas of training, sales effectiveness, scripting, operations, employee development, and performance.
• Monitor daily, weekly, and monthly sales quotas, goals, call volume, work flow, and call trends.
• Managed internal and telecommuting Case Managers.
• Interacted with various departments to increase efficiency. 2007-2008
Traveling Area Sales Manager, Regus Business Group/HQ Global Workplaces
Sunrise, FL & Dallas, TX
• Traveled to various parts of the country working with office teams to increase sales; including marketing, touring potential clients, meeting with local Real Estate Brokers, and selling available space. 2005-2007
Call Center Manager, Regus Business Group/HQ Global Workplaces
Phoenix, AZ & Sunrise, FL
• Responsible for day-to-day operations of the Call Center and 25 representatives while relocating the Call Center to Florida and again to Texas. 2003-2005
Account Manager, MoreDirect
Chandler, AZ
• Managed computer hardware, software, and service needs of business accounts with revenue base in excess of 6 million dollars. 2002-2003
Senior Account Executive, Insight
Tempe, AZ
• Developed a sales book of over 150 buying accounts in the Small and Medium Business sector for computer hardware, software and services.
• Worked with vendor programs to provide highly competitive quotes while securing customer loyalty. 1999-2002
Call Center Supervisor, MaxServ/Sears TeleService
Tempe, AZ
• Managed day-to-day operations of 75 technicians and representatives by determining staffing needs, call volume, forecasts, service levels, and business requirements. 1994-1999
Conferences & Seminars MedTrade Conference, Orlando, FL – February 2008
Working Without Boundaries, Paris, France – February 2007 & Orlando, FL – February 2006
Strategic Selling, Tempe, AZ – April 2001
Keys to Success, Key Largo, FL – June 2002
References Available upon request.
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