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Try It Now, FreeA strong Call Center resume should emphasize your ability to implement effective customer service programs and manage a high-performing team. Highlight your successes in increasing customer satisfaction scores, reducing call handling time, and improving overall call center metrics. Additionally, showcase your experience in collaborating with cross-functional teams to identify and implement process improvements that lead to increased productivity and reduced employee turnover.
Emily Davis
emily@davis.com
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(516) 239-2211
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linkedin.com/in/emily-davis
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@emily.davis
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Call Center
Experienced Call Center Manager with a track record of implementing successful customer service training programs and improving customer satisfaction scores by up to 25%. Skilled in analyzing customer feedback data and developing new policies and procedures that reduce complaints by up to 15%. Adept at managing teams of up to 20 representatives, providing coaching and feedback that increases productivity by up to 20%.
WORK EXPERIENCE
Call Center
03/2022 – Present
Customer Connect Solutions
- Implemented a new customer service training program, resulting in a 25% increase in customer satisfaction scores and a 10% decrease in call handling time.
- Analyzed customer feedback data and identified key areas for improvement, leading to the development and implementation of new customer service policies and procedures that reduced customer complaints by 15%.
- Managed a team of 15 call center representatives, providing coaching and feedback that resulted in a 20% increase in team productivity and a 10% decrease in employee turnover.
Call Center Manager
03/2020 – 03/2022
Virtual Connect Solutions
- Developed and implemented a new customer feedback survey system, resulting in a 30% increase in response rates and a 15% increase in overall customer satisfaction scores.
- Managed a high-volume call center, consistently meeting or exceeding service level agreements and achieving a 95% customer satisfaction rating.
- Collaborated with cross-functional teams to identify and implement process improvements, resulting in a 20% increase in call resolution rates and a 10% decrease in average call handling time.
Call Center Representative
03/2019 – 03/2020
TeleLink Solutions
- Implemented a new customer relationship management (CRM) system, resulting in a 20% increase in customer retention rates and a 15% increase in upsell opportunities.
- Analyzed call center metrics and identified areas for improvement, leading to the development and implementation of new call center processes that reduced call abandonment rates by 25%.
- Managed a team of 20 call center representatives, providing ongoing coaching and feedback that resulted in a 15% increase in team productivity and a 10% decrease in employee turnover.
SKILLS & COMPETENCIES
- Customer service excellence
- Call center management
- CRM system expertise
- Data analysis and reporting
- Process improvement
- Team leadership and coaching
- Performance management
- Conflict resolution
- Time management
- Multitasking
- Active listening
- Clear communication
- Empathy and rapport-building
- Problem-solving
- Adaptability
- Technical proficiency
- Quality assurance
- Sales and upselling
- Customer retention strategies
- Cross-functional collaboration
COURSES / CERTIFICATIONS
Certified Call Center Manager (CCCM)
04/2023
International Customer Management Institute (ICMI)
Certified Customer Service Professional (CCSP)
04/2022
International Customer Service Association (ICSA)
Call Center Operations Certification (CCOC)
04/2021
International Customer Management Institute (ICMI)
Education
Bachelor of Arts in Communication
2016 - 2020
University of Michigan
Ann Arbor, MI
Customer Service and Support Management
Communications