Experienced Call Center Consultant who is extremely adept at maintaining organisation and productivity in any sise call center. Adept at one-on-one associate training, developing policy and procedures manuals and maintaining the integrity of a call center staff. Specialises in large call centers and diverse call center configurations.
Excellent team player as well as independent worker
Intimately familiar with all of the standard call center software platforms
Experienced in many of the legacy phone systems that are still found in call centers today
Excellent analytical skills
Dedicated and reliable employee
January 2011 to July 2014 JA Support-Manchester, UK Call Center Consultant
Regularly developed new processes for call center associates that streamlined each procedure.
Often acted as floor manager when other managers were on vacation.
Helped company to transition from legacy phone system to a more contemporary solution.
July 2006 to January 2011 Upson Associates-Manchester, UK Call Center Consultant
Responsible for taking specifications from clients and creating a job brief for the call center staff.
Helped to make the processes that were in place more efficient.
Developed and executed training sessions for new and existing associates.
June 2000 to July 2006 Peterson’s People-Manchester, UK Call Center Consultant
Responsible for taking calls from a variety of clients and performing appropriate actions.
Helped to create team building exercises that increase productivity.
Assisted in transitioning the company to a new software platform.
2000 Parkland Central College, London, England, UK, Associate’s Degree, Business