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Experienced Call center Supervisor

Location:
New York, NY, 10036
Salary:
45 K
Posted:
February 28, 2010

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Resume:

GEORGE S. DOWNING, JR.

OBJECTIVE: To obtain a position with a progressive company that will utilize my excellent communication, organizational, and interpersonal skills. I am a highly motivated employee with a strong work ethic and ability to follow direction, apply policies and procedure objectives to complete work in a quick and efficient manner.

EXPERIENCE: OfficeTeam

2006-Present Various temporary assignments including: Customer Service Representative, Office Assistant, Mail room Clerk, & Receptionist

Successfully completed 29 assignments

• Receptionist received and directed clients, candidates, and visitors. Handled switchboard operations

• Calendar management, booking and rescheduling appointments

• Customer service representative answered and handled heavy phone volume, while maintaining solid customer relationships. Resolving questions and concerns with speed and professionalism.

• Utilized data entry, word processing, skills.

• Performed various general office duties as requested including: record maintenance, filing, scanning, faxing, copying, binding, shredding, etc

• Directly supporting managers and staff.

2000-2006 SEIU COMMUNICATION CENTER INC.

Call Center Supervisor

• Responsible for overseeing everyday work on political, union, and survey research campaigns in a predictive dialer environment using two different software programs.

• Required to follow detailed opening and closing procedures to assure that work is ready for morning shift and accomplishments of the day are recorded. Interacted with payroll system to review agent attendance and break adherence.

• Monitored agents’ productivity through system statistics in two different software programs.

• Analyzed all statistical productivity in real-time and provide campaign tracking, feedback and reports when requested.

• Assisted in the preparation/presentation of campaign briefings, new hires training and orientation. Campaign briefings included communication on purpose and screening guild lines.

• Maintain a safe productive working environment by enforcing rules and regulations.

1997-1999 SCHULMAN RONCA & BUCUVALAS INC.

Market Research Interviewer

• Conducted interviews via (CATI) Computer Assisted Telephone Interviewing Program.

• Utilized different types of quantitative interviewing processes in order to collect vital information to be used in the banking and film industries.

1996 -1998 FRIEDMAN MARKETING SERVICE INC.

Market Researcher/Customer Service

• Performed data entry work via Computer Assisted Telephone Program (CFMC) for use in product tracking, advertisement and manufacturing.

• Carried out functions as a Vector (monitor) for the purpose of quality control.

• Performed duties as a Customer Service representative for the American Association of Retired People (AARP).

1995 -1996 MACRO-AHF INC

Market Researcher/Customer Service

• Utilized (ATHENA) Computer Assisted Telephone Program for data entry.

• Gathered information vital for political surveys, automobile tracking, banking, and the film industry.

• Performed Customer Service duties on behalf of Chase Manhattan Bank’s Fraud department.

EDUCATION: John Jay High School Diploma

Naval Technical Training Center

Albert Merrill School of Technology

SKILLS: Type 50 WPM, knowledge of Windows 98, XP, MS Office, (Cfmc and Stratasoft software programs), Managed Predictive Dialer environment, and Ciros Attendance program.



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