yyyyyy x. yyyyyy

xxx-xxx-xxxx 0000 xxxxxx xxxx , xxxx , xxxxx 00000 abc@xyz.com

yyyyyy x. yyyyyy

results-driven call center supervisor eager to contribute dynamic management, team-building and interpersonal relation skills toward actively supporting a progressive organization in optimizing operational performance as a key staff member.

profile

ø  offer approximately 14 years experience in call center management, with comprehensive hr and customer service background.

ø  effectively define, develop and implement targeted action plans to maximize operational productivity, efficiency and profitability.

ø  proactive leader who successfully recruits, trains/develops, mentors and leads top-performing teams committed to providing superior service.

ø  proven value and dedication as a team member, as demonstrated by longevity and progression throughout career.

ø  dynamic communication, presentation, relationship building and problem-solving abilities.

ø  excel at interacting with broad populations including senior management, sales and customer service staff as well as clients and external contractors.

professional experience

comcast advanced solution center - madison, ms                                                              2007-present

supervisor customer support - digital voice call center

  contribute dynamic leadership skills in managing all levels of employees, with full accountability for performing payroll duties, monitoring loa hours and addressing violations to company policy.

  spearhead diverse administrative activities ranging from recruiting, training and performance evaluation to collaborating with internal teams and call centers to constantly improve procedures.

  successfully identify, isolate and determine a resolution for process or product issues, demonstrating exceptional analytical and troubleshooting skills in achieving operational goals and timelines.

  proficiently perform notifications and escalations with technicians, supervisors, technical managers, dispatch and call center personnel.

 

skytel communications, inc. - clinton, ms (verizon business)                                              1994-2007

supervisor - corporate billing (2000-2007)

  exhibited solid leadership qualities in interviewing, hiring, training and performance evaluations, as well as terminations and employment hearings.

  effectively planned, delegated and managed project and account assignments, illustrating exceptional project management and multitasking abilities.

  conducted comprehensive review and analysis to forecast training needs utilizing quality assurance measurements.

  resourcefully developed, modified and implemented motivational programs for the department.

supervisor-customer service department (1994-2000)

  applied sharp managerial skills in supervising and leading representatives assigned to the customer service email desk, with strong focus on optimizing productivity and efficiency.

  built and established key relationships and effectively liaised between internal and external departments

  interviewed, hired, and trained dynamic personnel to optimize project support.

  relied upon to lend expertise toward actively mentoring new hires, playing a solid role in supporting the development of top-performing team members.

  managed and monitored email activity of the customer service email database, integral to boosting performance.

 

 

 

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education

b. a., liberal arts - jackson state university (jackson, ms)

professional development/training

civil treatment for managers

managing for performance

effective time management

conflict management

employee selection

coaching/counseling

setting goals and standards

effective communication skills

critique

ethical decision making

hr policies and procedures

the legal record

situational leadership

effective meetings

stress management

governance and financial reporting

responsible business communication

respect in the workplace

technical skills

lotus notes 1, 2, and 3

wordperfect 2003

excel 2003

microsoft office access 2003

power point 2003

hsd and broadband technology

as/400 for documentation purposes

tas (tracking attendance system)

ptr (payroll time reporting)

ariba (p o system)

microsoft windows 2000/xp, vista