To obtain a position where I can contribute my skills in call center management environment
Summary
Extensive call center management experience for major Telecom companies with strong team leadership and coaching skills. 6 years of experience in 24 X 7 call center organizations up to two hundred seats and worked with on demand solutions and high end technologies.
Education
Bachelor in Computer Science GPA.3.8, Community College of Philadelphia, 2001
Sanjose State University, Management Program
Relevant Experience & Accomplishments
Vienna Telecommunication – Langhorne May 2007 –Till date
Inbound Call Center Lead
Responsibilities:
Direct call center operations by liaising between clients, supervisors, and call center employees.
Responsible for developing call center metrics and reporting, provided strategic overviews of business operations in improving SLA compliance and Team productivity.
Handle process problems, initiate process improvement methods, providing effective feedback and measures to improve performance levels and meet project goals.
Supervise and train new associates on product and conducted “Train the Trainer” session in a call center environment
Perform quality checks, develop and review status reports, Review call center statistics to measure staff performance and the scope for improvement.
Queue Management, Preparing and maintaining metrics and analyzing reports, Input reports and Presentations for management forums and record minutes and follow up on action items.
Managing team size more than 50 services with a high volume central processing and distribution center.
Bay view Cable solution – Buckingham, Aug 2001 –May 2007
Call Center Executive
Responsibilities:
Handled inbound calls for existing and new customers, tracked and reported customer issues. Gathered necessary information and transferred calls to relevant departments
Responsible to enter customer account information in company’s database and make necessary entries in order to resolve problems and/or complaints initiate or change service.
Escalated Issues to supervisor, Transferred critical calls with high priority to support function, Communicated company policies to customers
Maintained excellent relations with all internal and external customers and interacted with other CSRs on the team and various support functions, QA, and Technical Support
Maintained confidentiality, security and integrity of customers and organizational data.
Actively involved in Call Center Process Improvement / Development / Knowledge Management
Honors:
Bay View Employee Excellence Award - 2004
Advice (10)
Mike Thompson
Your resume has minor grammatical and spelling error.Please double check everything before you send to employers.
example: In the sentence "Managing team size more than 50 services with a high volume central processing and distribution center"
This sentence is unclear.Try explaining as " Managing team size more than 50 members and handling services with a high volume central processing and distribution center.
You have not mentioned your system skills like MS Office,technical skills and functional skills you posses in your resume.
I recommend you to add these skills after the summary section then followed by education.Most of the employer look for specials skill apart from the work experience.
You are not clear in defining the roles & responsibilities in your Relevant Experience. Please mention the project undertaken in your role & achievements.Employers wants to know what you have achieved rather than writing what your duties.
You should also elaborate more on Technologies and application you have handled in call center environment.
In you summary you have mentioned as "worked with on demand solutions and high end technologies" so try to mention them under your work experience.This may serve as Keyword to employer
There are few formatting errors in your resume like capitalizing the words.
your resume mentions "Queue Management, Preparing and maintaining metrics and analyzing reports, Input reports and Presentations for management forums"
You need to capitalize the words like" Maintaining Metrics,Analyzing Reports,Input Reports and Presentation for Management forums "
Your objective needs more focus, since you hold 6 years of experience,try to add more power words about your leadership skills and call center environment /domain you worked with.
Include extra-curricular activities, your Language Proficiency,additional courses if any,volunteer services you have done in the past that are directly relevant to your profile.
You need to mention your role in each Project & consider showing how each Project is unique from the other.Mention the name of few reports you were creating and no of training you have conducted in “Train the Trainer” session if the number being high.
Try adding more accomplishments in your job.You have mentioned as "Handle process problems, initiate process improvement methods" but try to elaborate on this with typical examples where you have proved your skill and brought benefit to the project.
Below are a few suggestions that should help improve the quality of your resume:
1.Since you are looking for a job change,try to analyse the market condition and the your job sector growth.Try building your resume based on the availability in the market
2. Include bullet points in your summary that that highlight your key skills and career
3.Avoid any error in your summary since this will provide entire history about your key skills and expertise.
