Call Center Manager

Customer Service / Call Center Manager Position

VICTOR M. COLLAZO

CUSTOMER SERVICE/CALL CENTER MANAGER

*** **** ***** ***** ****** #A | BURBANK, CA 91501 | 818-***-****

*********@*******.*** (ALL LOWER CASE)

Salary Requirement: $65,000.00 annually

SKILLS PROFILE

Results-driven, customer-centered manager with extensive experience in call center management and supervisory positions. Verifiable talent for maintaining profitable operations, with success in capitalizing on growth opportunities, implementing promotional/marketing strategies, and upholding operational integrity. Articulate communicator and effective trainer skilled in achieving employee buy-in on organizational goals. Decisive leader with excellent problem solving, team building, and planning abilities looking to work for a company with growth potential built around core values which include service, team, and family. Respected, trusted manager who upholds highest ethical standards.

MANAGERIAL AND SUPERVISORY SKILLS

- Demonstrated ability to ensure world class customer service standards

- Adept at managing multiple responsibilities simultaneously

- Staunch demonstration of disciplined work ethic, customer results driven, eager to combat new challenges, and efficient organizational and time management skills

- Ability to responsibly delegate authority, employing effective motivational techniques/incentives, to secure efficiency and productivity

- Produced and facilitated programs that resulted in improved agent call times, productivity and ability to monitor daily efficiency

HUMAN RESOURCES/TRAINING SKILLS

Train, motivate, and supervise staff including department managers and line level team members

Schedule work assignments, set goals and objectives; evaluate performance

Handle crisis management situations as well as day-to-day employee-related problems using effective employee relations techniques

Strengthen teams through selective hiring, mentoring, and developing internal promotions

INTERPERSONAL AND TEAMWORK SKILLS

Entrusted to recruit, hire, train and motivate personnel in order to achieve company, team and personal goals

- Team building though achievement of sales and profits quotas

- Overseeing new manager indoctrination and training

- Cultivated talent based environment where individual strength was focused through proper casting and individual development

EMPLOYMENT HISTORY

Contact Center Manager, Product Partners LLC

06/2007-02/2008

Completed all my contractual agreements. Left on FMLA, due to wife’s medical condition. I request to be released.

Ltr of recommendation was provided and is available for your viewing

• Directed the daily operations and administration of call center with over 100 agents

• Direct-to-consumer strategy through infomercials, assisting development and execution of inbound and outbound campaigns that are aligned with overall merchandising strategy and continually working to improve overall performance metrics.

• Supported a strategic customer contact strategy (CRM) across different product lines that is focused on key customer segments and designed to enhance customer lifetime value and encourage retention.

• Manage and improve processes that evaluate and execute product campaigns

• Develop targeted product campaigns using conversions to monitor and report effectiveness, leading to continuous improvement of experience, business results, optimized campaign scheduling, and deeper customer relationships.

• Assist with weekly/monthly reporting to ensure leadership in call center is up to date on campaign performance and new product releases

• Conduct team meetings with Customer Service Agents

Call Center Manager, Globat

03/2006-12/2006

Company relocated call center to Philippines

Ltr of recommendation was provided and is available for your viewing

• Directed the daily operations and administration of call center with over 11agents

• Assist with weekly/monthly reporting to ensure supervisory staff is up to date on campaign performance.

• Monitor attendance and Key Performance Indicators

• Assisted and coordinated transfer of call center to Philippines

• Trained middle management team on procedures for strong project coordination and completion of task.

• Extensive collaboration with off site call center, IT, QA and Tier I and II

• Hired, Trained and Terminated agents

• Plan, assign, and direct work flow in the call center

• Prepare and present monthly and yearly performance evaluations.

Call Center Supervisor, Ronco Corp

04/2005-03/2006

Company was purchased by a Corporation and relocate; too far for my commute.

• Directed the daily operations and administration of call center with over 91 agents

• Opened call center and assured agents are clocked in and at their assigned seats at time of workday commencement

• Monitored, assisted and directed outbound and inbound projects and processes

• Trained agents and supervisors on new product line initiation and its benefits to the customer.

• Took escalated call from irate customers and addressed their concerns.

• Prepared Payroll for coming period.

• Corrective counseling performed.

• Coordinate and assist in the coaching and developing of new questions as needed

Lead Billing Agent , Globat.com

09/2004-03/2005

Position I applied for never materialized. I was afraid of my marketability as middle management. Another Company made an offer that I accepted.

• Directed the daily operations and administration of call center with over 10 agents

• Point person as management for weekend and evening shift

• Addressed escalated calls

• Liaison with off shore tier one call center (Philippines)

• Trained and evaluated agents

• Assisted in taking calls when queue was high

• Compiled Key Performance Indicators report

• Reviewed performances with department Director

Operations Call Center Supervisor, Integrated Support Center

09/2001-12/2003

Company relocated call center to Philippines

Ltr of recommendation was provided and is available for your viewing

• Directed the daily operations and administration of call center with over 250 agents

• Responsible for increasing positive brand awareness and ensuring a premier customer care environment which is sustained through effective management of the Call Center

• Motivate agents and deliver constructive feedback coaching and positive feedback related to quality, procedures and regulatory guidelines directly to agents on a regular schedule.

• Track coaching opportunities and feedback for immediate reports

• Participate in special projects and perform duties as required by Manager

Call Center Supervisor, ProCourier

05/2001-09/2001

9/11 incident greatly affected P&L and ROI. Layoffs followed.

Ltr of recommendation was provided and is available for your viewing

• Directed the daily operations and administration of call center with over 8 agents

• Engage and develop associate’s opportunities around sales effectiveness

• Identify and share best practices from managers and associates to improve quality and performance to goals

• Identified trends at the center, team and associate level that enhance quality referrals/relationship deepening sales

• Responsible for developing, organizing, implementing and managing promotions, campaigns, contests and daily sales/referral activities to support achievement of sales goals

• Monitor call production and customer service skills

Senior Customer Service Supervisor, Network Telephone Services

12/1998-12/2000

New management. Not a good fit.

• Directed a team of 30 graveyard agents performing credit card verifications

• Coordinate and manage sales tracking tools and data

• Monitored, up trained and supported agents growth potential and performance

• Develop processes, training, communications and coaching to overcome sales performance gaps

• Maintains harmony among Customer Service Agent and resolves grievances

Operations Call Center Supervisor, TeleTech Communications

11/1995-9/1998

Left to further my career goals.

Ltr of recommendation was provided and is available for your viewing

• Directed 250 agents in job outsourced Customer Service

• Projects worked on : Wells Fargo transition, Bell South Transition, Disney Studios – “Lion King” release, Continental airlines

• Develop and facilitate any special or ad hoc training needs.

• Act as a liaison/point person for all business partners and associated that impact relationship deepening efforts to effectively build teamwork and to improve quality of performance.

• Assist in the staffing of the department by interviewing CSA candidates

• Able to manage time, work under pressure and deliver on tight deadlines

Accreditations

- Front line Leadership Certifications

- Principles of Project Management

- Corrective Action

- Constructive Feedback

- Positive Feedback

- Coaching

- Principle of Leadership Management

- LAMA Technique

- DISC profile

REFERENCES

Michele Fitz-Maurice 818-***-**** ext. 482 - Director of Operations,

Moulton Logistics, Van Nuys

Carmie White 323-***-****- Executive Administrator

Globat.com, Studio City

Bryan Carpender 323-***-**** – Manager, Human Department

Product Partners, Beverly Hills

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