Seasoned Call Center Manager who has directed call centers in varied industries, including sporting equipment, jewellry sales, and medical supply. Track record of developing a quality call center workforce. Strong historey of successful job performance, proven problem solving ability, and experience developing and implementing innovative solutions.
High customer service standards
Employee relations specialist
Dedicated to process improvement
Motivational leadership style
Critical thinking skills
Conflict resolution proficiency
Adept in automated attendant systems
Training and development
Total Care Medical Supply 5/1/2009 to Current Call Center Manager London
Efficiently manage over 500 call center representatives.
Make continuous updates to employee operations manual to make sure customers receive latest and most accurate information.
Currently leading selection and implementation of a new phone system.
Achieved customer satisfaction rating of 95% within 12 months, exceeding corporate target.
Implemented new client retention strategies resulting in an increase of over 15%.
Blling TV 7/1/2005 to 4/1/2009 Call Center Manager London
Developed, monitored, and administered call center budgets.
Scheduled team members to ensure optimal coverage.
Collected customer feedback and made process changes to exceed customer satisfaction goals and increase revenue.
Assisted in creating detailed product website that reduced average call time by 20%.
Causton Outdoor Equipment Supply 1/1/2002 to 6/1/2005 Call Center Manager London
Oversaw training initiatives that boosted retention 10% in only three months.
Instituted new quality assurance monitoring procedures to maximise customer satisfaction and order accuracy whilst building retention and reducing returns.
Recruited and developed 150 new employees to fill second location.
Promoted five team leaders to reorganise and strengthen structure.
University College London Bachelor of Science: Sports Management London, England