Manager Customer Service
Resume:
Resume
Name: Helen Gianniris
Telephone number:347-***-****
Cell number: 347-***-****
Experience
UTOG Corporate Car Service Quality control call center Manager
(call center dispatch) 24/7 30 agents and over 1200 calls a day.
Description of daily duties:
Insuring web reservations are answered and placed promptly
Insuring all agents voice time has the highest quality.
Insuring all avg talk time is under 1 min
Insuring all dnd time is as company desires
Insuring abandoned calls are eliminated
Insuring all refused calls are eliminated
Insuring calls on queue are answered promptly
Analyze all statistics of call center and built strategy for every month
Enforce strategy and goals
Resolve and report all problems
Insuring all email confirmations are answered promptly
Insuring all drivers are on time and following rules and regulations
Work closely with sales deportment to enforce sales promotions in
the call center
Setting and meeting performance targets for speed, efficiency, sales
and quality.
Planning and managing change;
Take calls if needed
Managing the daily running of the call center
Liaising with supervisors, team leaders, operatives and third
parties to gather information and resolve issues.
Maintaining up-to-date knowledge of industry developments and
involvement in networks.
Monitoring random calls to improve quality, minimize errors and
track operative performance
Planning and developing staff recruitment, including wording vacancy
advertisements and liaising with HR staff;
Recording statistics, user rates and the performance levels of the
centre and preparing reports;
handling the most complex customer complaints or enquiries;
Organizing staffing, including shift patterns and the number of
staff required to meet demand;
Coaching, motivating and retaining staff and coordinating bonus,
Reward and incentive schemes;
Developing, implementing and reviewing core responsibilities and tasks.
Analyzing performance statistics and making decisions on the basis
of these statistics.
Improving performance by raising efficiency and sourcing new
Equipment to enable this, e.g. new dialing products
11/06/07-06/12/09 (contract)
Call center manager City spa (Cyprus)
Develop a call center for 2 locations. (Telemarketing and customer
service) inbound and outbound calls. cold calling, cross selling 30
agents 2 supervisors
Description of daily duties:
Analyze the market in Cyprus
Develop all aspects of call center
Higher, train, all supervisors and agents
Develop scripts for telemarketing, cross selling, customer service and surveys
Worked closely with marketing manager on promotions, gifts and TV spots
Comply with Cyprus law on no telemarketing
Work closely with sales department on all customers coming in from
Telemarketing department
Develop goals bonuses, schedules and programs
Insure goals
Insure monthly revenue is rising.
Insure call center is running smoothly till end of contract.
05/20/2002-10/03/2007
Call center director teleplantet
Over see 60 agents and 3 supervisors 24/7 call center (television
games - astrology) 3000 incoming calls a day
Description of daily duties:
Oversee day to day all aspects and functions of call center
Hire, train, motivate all call center staff
Insure all companies goal are meet
Insure avenge talk time is 13 min and over (the Greek telephone
Company will end by law all calls of this sort at 15 min pay by min
calls )
Insure recurring calls
Insure heavy flow of calls during TV spots, scrolls, advertisements
and TV games are handled properly Insure there are no refused calls, abandoned calls or calls on queue.
develop scrip's
Handled hiring and training, of all representatives with a 3 step
training program.
analyze all inbound flow of calls, plan and enforce monthly strategy
report to president
problem solving
05/30/2000-04/09/2002 receptionist/assistant/ billing Enbita
Description of daily duties:
Dentist office
Answer, screen and direct heavy call traffic
Greet and direct visitors
Schedule conference rooms for meetings
Order office and kitchen supplies
Maintain reception area
Manage incoming and outgoing correspondence
Weekly billing
Place reservation for appointments
Other general office duties
06/10/1996-04/30/2000 Agent,
manager Club Delta
Description of daily duties:
Telemarketing agent for a year when I was promoted to manager. Timesharing
I oversaw 10 appointment setters and 10 survey takers.
Hire, train, motivate
Develop scripts
Assure all company goals were meet .
Day to day supervision of call center .
Plan weekly roster .
Evaluate monthly progress and plan strategy for higher goals
manage all aspects of the call center
Contact this candidate