Yyyyyy x. yyyyyy
0000 xxxxxx xxxx , xxxx , xxxxx 00000
Quality-focused Management Professional eager to contribute solid experience in directing efficient call center operations toward supporting a progressive organization in achieving business goals.
- Adept at coordinating daily call center operations, exercising advanced team-building, supervisory and motivational attributes to drive staff to exhibit productivity and performance excellence.
- Excel in analyzing existing practices and orchestrating process improvements to drastically elevate customer service and satisfaction while reducing expenses.
- Proven strengths in policy/procedure development, staffing, budget administration, forecasting, and seamlessly coordinating customer service delivery across multiple call center sites.
- Proficiency with call center technology (ACD/CRM/predictive dialers), call monitoring and tracking programs, and common office software including presentation and communication applications.
Ipsos, Chicago, IL, 2007 to 2010
Ad Tracking Manager
Hired, coached, trained, scheduled, and managed 11 research professionals in global advertising testing and survey-based market research, consistently emphasizing accuracy, efficiency and client satisfaction.
Expeditiously navigated complete projects from RFP stage to client deliverables inclusive of data processing, coding, and final delivery to client.
Warm Spirit, Inc., Chicago, IL, 2005 to 2008
- Directed, trained, coached and motivated 25+ consultants in generating revenues of $10K monthly.
- Prepared and delivered sales presentations to penetrate new business, and maximized company awareness and interest through participation in trade shows and exhibits.
Research International, Chicago, IL, 2005
Director, Outsource Data Collection
Applied dynamic leadership talents toward directing efforts of 4 management professionals in two facilities specializing in global and domestic data collection.
Monitored and audited calls via Interactive Voice Response (IVR) technology and managed accurate data collection through online and mall intercept methods.
Diligently steered quality control to optimize project efficiency, pricing and delivery.
Illinois State Board of Education, South Holland, IL, 2003 to 2004
Substitute Teacher C Certificate # 2117975
Administered tests and lesson plans created by regular teacher and demonstrated excellence in classroom management.
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Professional Experience continued
Metropolitan Pier & Exposition Authority, Chicago, IL, 1997 to 2003
Director of Marketing Research
Brought on board to define, coordinate and oversee data collection process, build credibility among marketing research department, and strategically elevate customer awareness.
Contributed to quality assurance efforts by establishing benchmark to precisely measure and optimize customer service provided by outside vendors and service management teams.
Seamlessly transitioned outsourced data collection to in-house efforts and implemented electronic customer satisfaction reports to significantly enhance efficiency.
Championed research, evaluation and implementation of new data collection/analysis software to slash operating expenses by $75K annually.
Recruited, trained, developed and guided managers, coordinators and 30+ interviewers in displaying productivity and performance excellence.
Proactively cultivated, nurtured and maintained effective relationships with external vendors.
National Opinion Research Center, Chicago, IL, 1995 to 1997
Call Center Coordinator
Exercised polished organizational strengths to manage call center teams comprised of 2 supervisors and 30+ interviewers, and balance multiple projects concurrently and at different locations.
Clarified metrics to effectively evaluate interviewer progress, success and production.
Played an instrumental role in improving overall results by launching and enforcing quality control processes and procedures.
Decreased employee attrition by 30% through internal training and staff incentive programs.
Instituted Microsoft Project Manager software, vital to streamlining project lifecycle and client satisfaction; achieved 100% compliance with budgetary and timeline expectations.
Compiled and reported daily quotas to project management and client service teams.
Account Assistant, Hal Riney & Partners, Inc. , Chicago, IL
Internal Temporary Staff Secretary, Ernst & Young , Chicago, IL
Field Operations Coordinator, Information Resources, Inc., Chicago, IL
MS, Marketing Communications and BS, Business Administration, Roosevelt University, Chicago, IL
Call Center Management Certificate (in progress)
Six Sigma Green Belt Certification
ISO 9000 compliance training
Microsoft Office (Word, Outlook, PowerPoint, Access, Excel), SPSS, Quanvert, Microsoft Project Manager, Visio, Mini-tab, SurveyPro
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