I have developed a successful career in commercial credit and collections over the past 15 years with experience in the technology, manufacturing, construction industries as well
as call center management.
As well
as call center management, sales, project management, strategic planning, risk management, e...
Not exact matches
Phones sales have moved from the
call center to the field but can be
as effective
as ever with proper
management.
Traditional solutions have been
centered around the CRM,
as the core, then supplement this core with various tools like sales dialers,
call management, analytics and marketing automation.
The foundation supports a number of what Katzir
calls «branded flagship initiatives,» such
as the Broad
Center for the
Management of School Systems or the Broad Institute for School Boards.
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Stephen Van Vreede (@ITTechExec) Resume Expert at BlueSteps Executive Career Services (BECS) Stephen brings 12 years
as a career branding strategist / resume writer along with 8 years of corporate
management experience, where he oversaw a large - scale, blended inbound and outbound
call center with operational sites and virtual agents in the United States and India for a GE Capital company.
A resume that has the job seeker working at Best Buy selling electronics, then performing warehouse
management tasks, followed by a stint
as a customer service representative in a
call center... well, you get the picture.
To work
as a
call center agent for an insurance company where my knowledge on insurance products, and ability to provide fast and accurate information would help the
management in growing business.
*** Promoted to Supervisor position above *** COMPUTER KNOWLEDGE & MECHANICAL SKILLSMicrosoft Windows 2002 XP Professional including Excel, Word, PowerPoint, Access, Publisher, Microsoft Project, MS Outlook, and Schedule +, Lotus Notes, Internet Explorer 7.0, Adobe Acrobat, Foxfire — PeopleSoft Human Resource and Procurement / Purchasing Database Systems - «Adminstaff» — «Timekeeper» Attendance Tracking — ACD
Call Center Mgmt Systems, Toshiba Strata CS Viewpoint, OnBase, ExCapp, PMS — Fiserv Paperless Mgmt Systems — Accounting / Construction software systems — Timberline, Viewpoint, Foundations, and Bid Mail.CORPORATE and COMMUNITY INVOLVEMENT2006 — Participant in «Rebuilding Together» project2003 — 1998 American Cancer Society's Daffodil Days Coordinator2001 & 2000 Balboa Community Involvement Committee member1998 & 1997 «TORA» Award of Excellence1998, 1997, & 1996 Ambassador for Orange County's United WayPROFESSIONAL DEVELOPMENTThe Exceptional Administrative Assistant Seminar - Top Skill SeminarsProviding Outstanding Customer Service — Top Skill SeminarsBusiness Writing Skills for Powerful Results — Top Skill SeminarsAssertive Communication Skills for Women — SkillPathDealing Effectively with Unacceptable Employee Behavior — SkillPathExcelling
as a First - Time Manager or Supervisor — SkillPathLeadership and
Management Skills for Women — SkillPath
It can be used
as a guide when applying for various jobs which includes
call center management jobs, transcription experts
management jobs etc..
Business Intelligence / Database Developer — Comcast, Salt Lake City, UT 1999 to 2006 Provided expertise and assistance
as a
call center business intelligence developer, and created reporting tool
management tool
called «The Web Tool», created from inception to rollout, used a local Oracle / PHP programmed in - house Business Intelligence solution.
We began
as a staffing agency and evolved to a national provider of workforce
management solutions with a niche recruitment focus in Accounting & Finance, Mortgage,
Call Center & Office, Human Resources, Sales & Marketing, Information Technology, and Graduates & Students.
With experience working
as a
call center disease
management mgr, personal trainer, public speaker, and head strength and conditioning coach I would like to add value to a health and wellness team devoted to increasing consumer health knowledge and implementation.
* Analyze, evaluate and work to resolve customer inquiries and issues * Interact with customers in a courteous and professional manner * Effectively communicate issues and resolutions to customers and appropriate internal staff * Use judgment and problem - solving skills to solve customer problems * Use multiple screens of information simultaneously to address customer needs * Follow processes according to contact
center standards to ensure contact handling accuracy and operational effectiveness * Use technology tools
as directed and within established guidelines * Adhere to precise work schedules, taking continuous phone
calls for extended periods of time * Answer prior authorization inquiries
calls as well
as research and resolve formulary and benefit issues * Consistently meet established productivity, schedule adherence, and quality standards * Performs other duties
as assigned by
management Education / Experience: * High School Diploma or equivalent * Minimum one (1) year current / recent Pharmacy Technician experience in healthcare setting * PTCB Pharmacy Certification required or ability to obtain within six - months of employment
Analytical strategist and results - oriented professional with a strong track record of delivering high impact initiatives in Service Delivery, Customer Relationship
Management,
Call Center, Customer Service
as well
as Staff Leadership, Training and Development.
PA Reps for staff development and growth opportunities * Plan, assign, and direct work, appraise performance, reward and discipline employees, address complaints and resolve problems within the team * Assist in the hiring process * Assist in the preparation of performance reviews * Deliver performance reviews in conjunction with the Prior Auth Manager * Meet monthly with each staff member to go over performance status * Assist with training
as needed * Lead weekly Team meetings with staff to keep them informed of changes to policy and procedures and corporate communications * Meet with the Prior Authorization
Management team weekly to report on clinical
call center performance and personnel issues Required Qualifications: * High School Diploma or equivalent * Current and unrestricted Pharmacy Technician license * 2 years» experience supervising Pharmacy Technicians in a Call Center environment * Prior Authorization experience * Knowledge of the Pharmacy Benefit Management and / or Health Insurance * Knowledge of Call Center industry through work experience and as obtained through related courses * Proficient in Microsoft Word and Excel Preferred Qualifications: * Bachelors» Degree * PBM experience * National Pharmacy Technician Certification Required Competencies: * Must have strong leadership and problem solving skills * Strong written and verbal communication skills * Strong interpersonal skills * Ability to effectively present information and respond to questions from groups of associates, managers and clients * Ability to comprehend ACD statistical reporting and apply it to the operation of the department * Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form * Ability to maintain a high level of consistency while working with team members * Ability to recognize the needs of the staff, heighten morale, and decrease stress and burnout * Ability to understand what style of conflict resolution is best suited for a particular situation * Ability to determine the needs of each individual team member and assist them in achieving set goals * Demonstrate a clear understanding of company and client confidentiality * Excellent organizational skills * Exemplary coaching / motivational skills at both an individual and team level * Adaptable and able to move with change while maintaining a positive attitude and strong role model for the T
call center performance and personnel issues Required Qualifications: * High School Diploma or equivalent * Current and unrestricted Pharmacy Technician license * 2 years» experience supervising Pharmacy Technicians in a Call Center environment * Prior Authorization experience * Knowledge of the Pharmacy Benefit Management and / or Health Insurance * Knowledge of Call Center industry through work experience and as obtained through related courses * Proficient in Microsoft Word and Excel Preferred Qualifications: * Bachelors» Degree * PBM experience * National Pharmacy Technician Certification Required Competencies: * Must have strong leadership and problem solving skills * Strong written and verbal communication skills * Strong interpersonal skills * Ability to effectively present information and respond to questions from groups of associates, managers and clients * Ability to comprehend ACD statistical reporting and apply it to the operation of the department * Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form * Ability to maintain a high level of consistency while working with team members * Ability to recognize the needs of the staff, heighten morale, and decrease stress and burnout * Ability to understand what style of conflict resolution is best suited for a particular situation * Ability to determine the needs of each individual team member and assist them in achieving set goals * Demonstrate a clear understanding of company and client confidentiality * Excellent organizational skills * Exemplary coaching / motivational skills at both an individual and team level * Adaptable and able to move with change while maintaining a positive attitude and strong role model for the
center performance and personnel issues Required Qualifications: * High School Diploma or equivalent * Current and unrestricted Pharmacy Technician license * 2 years» experience supervising Pharmacy Technicians in a
Call Center environment * Prior Authorization experience * Knowledge of the Pharmacy Benefit Management and / or Health Insurance * Knowledge of Call Center industry through work experience and as obtained through related courses * Proficient in Microsoft Word and Excel Preferred Qualifications: * Bachelors» Degree * PBM experience * National Pharmacy Technician Certification Required Competencies: * Must have strong leadership and problem solving skills * Strong written and verbal communication skills * Strong interpersonal skills * Ability to effectively present information and respond to questions from groups of associates, managers and clients * Ability to comprehend ACD statistical reporting and apply it to the operation of the department * Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form * Ability to maintain a high level of consistency while working with team members * Ability to recognize the needs of the staff, heighten morale, and decrease stress and burnout * Ability to understand what style of conflict resolution is best suited for a particular situation * Ability to determine the needs of each individual team member and assist them in achieving set goals * Demonstrate a clear understanding of company and client confidentiality * Excellent organizational skills * Exemplary coaching / motivational skills at both an individual and team level * Adaptable and able to move with change while maintaining a positive attitude and strong role model for the T
Call Center environment * Prior Authorization experience * Knowledge of the Pharmacy Benefit Management and / or Health Insurance * Knowledge of Call Center industry through work experience and as obtained through related courses * Proficient in Microsoft Word and Excel Preferred Qualifications: * Bachelors» Degree * PBM experience * National Pharmacy Technician Certification Required Competencies: * Must have strong leadership and problem solving skills * Strong written and verbal communication skills * Strong interpersonal skills * Ability to effectively present information and respond to questions from groups of associates, managers and clients * Ability to comprehend ACD statistical reporting and apply it to the operation of the department * Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form * Ability to maintain a high level of consistency while working with team members * Ability to recognize the needs of the staff, heighten morale, and decrease stress and burnout * Ability to understand what style of conflict resolution is best suited for a particular situation * Ability to determine the needs of each individual team member and assist them in achieving set goals * Demonstrate a clear understanding of company and client confidentiality * Excellent organizational skills * Exemplary coaching / motivational skills at both an individual and team level * Adaptable and able to move with change while maintaining a positive attitude and strong role model for the
Center environment * Prior Authorization experience * Knowledge of the Pharmacy Benefit
Management and / or Health Insurance * Knowledge of
Call Center industry through work experience and as obtained through related courses * Proficient in Microsoft Word and Excel Preferred Qualifications: * Bachelors» Degree * PBM experience * National Pharmacy Technician Certification Required Competencies: * Must have strong leadership and problem solving skills * Strong written and verbal communication skills * Strong interpersonal skills * Ability to effectively present information and respond to questions from groups of associates, managers and clients * Ability to comprehend ACD statistical reporting and apply it to the operation of the department * Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form * Ability to maintain a high level of consistency while working with team members * Ability to recognize the needs of the staff, heighten morale, and decrease stress and burnout * Ability to understand what style of conflict resolution is best suited for a particular situation * Ability to determine the needs of each individual team member and assist them in achieving set goals * Demonstrate a clear understanding of company and client confidentiality * Excellent organizational skills * Exemplary coaching / motivational skills at both an individual and team level * Adaptable and able to move with change while maintaining a positive attitude and strong role model for the T
Call Center industry through work experience and as obtained through related courses * Proficient in Microsoft Word and Excel Preferred Qualifications: * Bachelors» Degree * PBM experience * National Pharmacy Technician Certification Required Competencies: * Must have strong leadership and problem solving skills * Strong written and verbal communication skills * Strong interpersonal skills * Ability to effectively present information and respond to questions from groups of associates, managers and clients * Ability to comprehend ACD statistical reporting and apply it to the operation of the department * Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form * Ability to maintain a high level of consistency while working with team members * Ability to recognize the needs of the staff, heighten morale, and decrease stress and burnout * Ability to understand what style of conflict resolution is best suited for a particular situation * Ability to determine the needs of each individual team member and assist them in achieving set goals * Demonstrate a clear understanding of company and client confidentiality * Excellent organizational skills * Exemplary coaching / motivational skills at both an individual and team level * Adaptable and able to move with change while maintaining a positive attitude and strong role model for the
Center industry through work experience and
as obtained through related courses * Proficient in Microsoft Word and Excel Preferred Qualifications: * Bachelors» Degree * PBM experience * National Pharmacy Technician Certification Required Competencies: * Must have strong leadership and problem solving skills * Strong written and verbal communication skills * Strong interpersonal skills * Ability to effectively present information and respond to questions from groups of associates, managers and clients * Ability to comprehend ACD statistical reporting and apply it to the operation of the department * Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form * Ability to maintain a high level of consistency while working with team members * Ability to recognize the needs of the staff, heighten morale, and decrease stress and burnout * Ability to understand what style of conflict resolution is best suited for a particular situation * Ability to determine the needs of each individual team member and assist them in achieving set goals * Demonstrate a clear understanding of company and client confidentiality * Excellent organizational skills * Exemplary coaching / motivational skills at both an individual and team level * Adaptable and able to move with change while maintaining a positive attitude and strong role model for the Team.
In my work
as an Operation s Manager in the Real Estate Tax Servicing Industry, I have demonstrated capabilities in team building, escrow services, title services, customer service /
call centers and vendor relationship
management.
Tags for this Online Resume:
Call Center, Training, Customer Relationship
Management, Customer Service, Evaluate, IBM
AS / 400, LMS,
Management, Microsoft, Microsoft Excel, inside sales, sales
My work experience goes beyond managing a team of
call center employees, including project
management, development of KPIs, creation and facilitation of training, presentations to executives
as well
as an entire client base.
SUMMARY OF QUALIFICATIONS I am an experienced professional manager with years of practical oversight and a strong background in operational performance, customer service,
call centers,
management and staff development, budgeting, tracking key point indicators, sales and marketing, promotions, training development and instructing,
as well
as properties, facilities and maintenance experience.
Al Bennett 212 E Cherry Ridge Rd, Peoria, IL 61614 -(309) 360-9332 (H)
[email protected] JULY 25, 2016 PEORIA, IL
Management - Sales - Marketing Customer Service
Call Center Management - PET - TECH 1ST Aid & CPR Certified - Quality Control Property
Management Risk
Management Dear [Human Resources], Of the many who will respond to your job ad posting, I am confident that few will be
as qualified
as I am.
Eager to apply strategies and initiatives to improve organizational performance
as a BPO /
Call Center Operations Manager; a consummate professional with a wealth of experience in business operations, call center management, and running multiple client and vendor relationships in both domestic and off
Call Center Operations Manager; a consummate professional with a wealth of experience in business operations, call center management, and running multiple client and vendor relationships in both domestic and of
Center Operations Manager; a consummate professional with a wealth of experience in business operations,
call center management, and running multiple client and vendor relationships in both domestic and off
call center management, and running multiple client and vendor relationships in both domestic and of
center management, and running multiple client and vendor relationships in both domestic and off -...
Seeking a responsible and challenging position to utilize my skills and experience in
Call Center Management and Technology Integration with a focus on achieving an efficient and cost effective service
as well
as suiting technology to enhance business operations while improving customer service.
Career Summary Operations manager with a ten year record of successful launching, directing and managing of large scale programs in a
call center environment by performing
management functions such
as, planning, scheduling, organizing, and tracking processes and ensuring the feasibility of each project.
Tags for this Online Resume: Accredited Pension Representative, Acquisitions,
AS BUILTS, Assessments, Asset
Management, Blue Prints, Budget Review, Budgeting,
Call Center, Compliance
SUMMARY Over twenty - five (25) years of diversified Technology
MANAGEMENT experience
as a Senior PMO Project Manager and
Call Center Manager.
Tags for this Online Resume:
Call Center,
Management, Sales, Audit, Customer Service, Enterprise Requirements Planning, IBM
AS / 400, Inside Sales, Learning
Management, LMS, sales, technical sales
Summary Seasoned IT professional with experience in legacy and IP telecommunications, service
management, project
management, vendor
management Accomplishments * Led multiple successful implementations of hosted and premise
call center systems and enterprise VoIP systems * Improved service department performance for ATI
as Operations Manager * Primary support for major metropolitan region on behalf of a global technology co...
Professional Summary Accomplished
Call Center Manager with proven success in leading a large customer support organization and successful call center of 80 - 125 staff taking inbound customer contacts for Unemployment Insurance using a Centurion CARES communication platform, and building a strong workforce management team while training for improvement of metrics such as AHT (average handle time) and ASA (average speed to an
Call Center Manager with proven success in leading a large customer support organization and successful call center of 80 - 125 staff taking inbound customer contacts for Unemployment Insurance using a Centurion CARES communication platform, and building a strong workforce management team while training for improvement of metrics such as AHT (average handle time) and ASA (average speed to
Center Manager with proven success in leading a large customer support organization and successful
call center of 80 - 125 staff taking inbound customer contacts for Unemployment Insurance using a Centurion CARES communication platform, and building a strong workforce management team while training for improvement of metrics such as AHT (average handle time) and ASA (average speed to an
call center of 80 - 125 staff taking inbound customer contacts for Unemployment Insurance using a Centurion CARES communication platform, and building a strong workforce management team while training for improvement of metrics such as AHT (average handle time) and ASA (average speed to
center of 80 - 125 staff taking inbound customer contacts for Unemployment Insurance using a Centurion CARES communication platform, and building a strong workforce
management team while training for improvement of metrics such
as AHT (average handle time) and ASA (average speed to ans...
Areas of Expertise * Revenue and Market Growth *
Call Center Operations
Management * Sales and Marketing Leadership * CSR Coaching and Staff Development * Strategic Market Planning * Technology Selection and Applications * Project Development and
Management * Site Selection and New
Center Start - ups CAREER HIGHLIGHTS Sales * During my five years
as President of Ameridial, annual revenue grew from $ 22M to $ 40M delivered the b...
Tags for this Online Resume:
Call Center, Help Desk, communications, Computer Operations, Health Insurance Portability And Accountability Act, IBM
AS / 400, Security, financial,
Management, Cisco, PM, Lean Six Sigma, executive, international, multisite, multimilliom $ budget, healthcare, global, insurance, manufacturing, CIO, CTO, VP, Director
Tags for this Online Resume: Spring, Business Analysis, Business Analyst,
Call Center, HP, Manufacturing, Oracle, PMBOK (Project
Management Book of Knowledge), PMP, Project
Management, it jobs, agile, software,
AS / 400, Data
Center relocation, National Rollout
Tags for this Online Resume:
Call Center,
Management, Sales, Audit, Customer Service, Enterprise Requirements Planning, IBM
AS / 400, Inside Sales, Learning
Management, LMS
Experienced with Microsoft suite * Highly motivated and capable in sales and sales
management Accomplishments: * Sales * Developed firm relationships with targeted customers * Exceeded annual sales goals by as much as 500 % * Honed listening skills to uncover new business opportunities * Sales, Service, and Operations Management * Wrote customer service procedures for call center sales and service * Hired trained and
management Accomplishments: * Sales * Developed firm relationships with targeted customers * Exceeded annual sales goals by
as much
as 500 % * Honed listening skills to uncover new business opportunities * Sales, Service, and Operations
Management * Wrote customer service procedures for call center sales and service * Hired trained and
Management * Wrote customer service procedures for
call center sales and service * Hired trained and managed...
Tags for this Online Resume: Business Planning,
Call Center, Customer Service, IBM AS / 400, Leadership, Management, Microsoft, Microsoft Office, Planning, Problem Solving, customer service, sales, call center, product demonstrator, brand ambassador, event demonstrator, customer service representative, retail, event specialist, sales assoc
Call Center, Customer Service, IBM AS / 400, Leadership, Management, Microsoft, Microsoft Office, Planning, Problem Solving, customer service, sales, call center, product demonstrator, brand ambassador, event demonstrator, customer service representative, retail, event specialist, sales ass
Center, Customer Service, IBM
AS / 400, Leadership,
Management, Microsoft, Microsoft Office, Planning, Problem Solving, customer service, sales,
call center, product demonstrator, brand ambassador, event demonstrator, customer service representative, retail, event specialist, sales assoc
call center, product demonstrator, brand ambassador, event demonstrator, customer service representative, retail, event specialist, sales ass
center, product demonstrator, brand ambassador, event demonstrator, customer service representative, retail, event specialist, sales associate
To land a position that utilizes the 15 years of
Management experience, 17 years of
Call Center experience, 11 years of Sales experience and 10 years of Customer Service experience that I have been able to acquire over the course of my career in the fields of sales, utilities, telecommunications and customer service in a way that advances the goals of the company that I am employed by
as well
as my own personal career goals.
PROFILE 24 + years
as Management and Technology leader with emphasis on CxO level initiatives, data center consolidations, virtualization, data warehousing, Big Data systems assessments, call centers, project portfolio management including applications management, mobile applications, disaster recovery / business continuity, mobile and wireless, operations, technical, and resource management expertise, and business con
Management and Technology leader with emphasis on CxO level initiatives, data
center consolidations, virtualization, data warehousing, Big Data systems assessments,
call centers, project portfolio
management including applications management, mobile applications, disaster recovery / business continuity, mobile and wireless, operations, technical, and resource management expertise, and business con
management including applications
management, mobile applications, disaster recovery / business continuity, mobile and wireless, operations, technical, and resource management expertise, and business con
management, mobile applications, disaster recovery / business continuity, mobile and wireless, operations, technical, and resource
management expertise, and business con
management expertise, and business continuity...
Implemented disaster recovery plan, ensuring productivity continuance, and served
as liaison between senior
management and
Call Center to effectively communicate all organizational goals and objectives.
Communicate issues directly to
management and coach
call center representatives, as directed by Call Center Man
call center representatives, as directed by Call Center M
center representatives,
as directed by
Call Center Man
Call Center M
Center Manager
Hershey Entertainment and Resorts Company, Hershey, PA VICE-PRESIDENT OF SALES 2004 - 2009 Functioned
as Senior Officer in conjunction with six VPs including finance, general counsel, human resources, marketing, entertainment division, and resort division Directed sales and marketing operations of three divisions involving two hotels, theme park, 10,000 seat arena, corporate sponsorships, hockey sales and luxury suites, and premium / club seating Reported directly to the CEO and collaborate with core operational departments Designed sales compensation commission plan for each division Administered and streamlined annual budget process for sales divisions Evaluated, reviewed, and monitored capital budgets and projects Executed company - wide site inspection form and procedures ensuring consistent
management of clients; implement sales training program for all sales managers Key Accomplishments: Successfully achieved record revenue for each sales division from 2005 to 2007 with annual sales revenue of $ 350 million and more than $ 300 million in invested capital Integrated and improved sales
call center facilitating one stop shopping for the customers Played a key role in the launching of marketing partnership with Air Marketing Instituted advisory boards for all divisions with focus groups on key feeder markets Successfully created the first North American MPI Chapter in more than 5 years, Mid-Penn MPI
Project Manager — Duties & Responsibilities Oversee 1,000 employee
call center operations ensuring efficient, effective, and profitable operations Recruit, train, and direct 25 Senior Call Center Managers ensuring they understand the brand and corporate protocols Design and implement staff training and development initiatives to enhance team skill sets Responsible for the implementation and operation of technical facets such as the Qfiniti platform and Avaya integration Utilize strong background in information technology, web development, engineering, and technical support Design and implement workflow and organizational structure for multiple corporate entities Work closely with various departments including human resources, development, IT, and others to develop strategic plans Analyze corporate structure and create business requirements, process flows, and procedures for organizational efficiency Responsible for the identification and removal of chronic system affecting issues to enhance daily operations Set and coordinate product release timelines and procedures for 23 regional call centers across the United States Coordinate the strategic and operational arms of the release management teams Train and lead release teams ensuring compliance with project budgets and release schedules Oversee all user testing to ensure proper product functionality prior to release Manage website and hardware integration, maintenance, updates, and other technical support issues Set and strictly adhere to departmental budgets and schedules Consistently meet or exceed customer service and project management goals through strong managerial skills Maintain comprehensive records detailing call center activities, product releases, and other pertinent data Build and strengthen relationships with key clients, partners, vendors, and community leaders Interact with support staff and company resources effectively to create the best consumer experience Develop a rapport with customers and orient them to various products and services Ensure customer satisfaction by maintaining friendly, supportive contact with existing clients Study internal literature to become an expert on products and services Represent company brand with poise, integrity, and positi
call center operations ensuring efficient, effective, and profitable operations Recruit, train, and direct 25 Senior Call Center Managers ensuring they understand the brand and corporate protocols Design and implement staff training and development initiatives to enhance team skill sets Responsible for the implementation and operation of technical facets such as the Qfiniti platform and Avaya integration Utilize strong background in information technology, web development, engineering, and technical support Design and implement workflow and organizational structure for multiple corporate entities Work closely with various departments including human resources, development, IT, and others to develop strategic plans Analyze corporate structure and create business requirements, process flows, and procedures for organizational efficiency Responsible for the identification and removal of chronic system affecting issues to enhance daily operations Set and coordinate product release timelines and procedures for 23 regional call centers across the United States Coordinate the strategic and operational arms of the release management teams Train and lead release teams ensuring compliance with project budgets and release schedules Oversee all user testing to ensure proper product functionality prior to release Manage website and hardware integration, maintenance, updates, and other technical support issues Set and strictly adhere to departmental budgets and schedules Consistently meet or exceed customer service and project management goals through strong managerial skills Maintain comprehensive records detailing call center activities, product releases, and other pertinent data Build and strengthen relationships with key clients, partners, vendors, and community leaders Interact with support staff and company resources effectively to create the best consumer experience Develop a rapport with customers and orient them to various products and services Ensure customer satisfaction by maintaining friendly, supportive contact with existing clients Study internal literature to become an expert on products and services Represent company brand with poise, integrity, and posi
center operations ensuring efficient, effective, and profitable operations Recruit, train, and direct 25 Senior
Call Center Managers ensuring they understand the brand and corporate protocols Design and implement staff training and development initiatives to enhance team skill sets Responsible for the implementation and operation of technical facets such as the Qfiniti platform and Avaya integration Utilize strong background in information technology, web development, engineering, and technical support Design and implement workflow and organizational structure for multiple corporate entities Work closely with various departments including human resources, development, IT, and others to develop strategic plans Analyze corporate structure and create business requirements, process flows, and procedures for organizational efficiency Responsible for the identification and removal of chronic system affecting issues to enhance daily operations Set and coordinate product release timelines and procedures for 23 regional call centers across the United States Coordinate the strategic and operational arms of the release management teams Train and lead release teams ensuring compliance with project budgets and release schedules Oversee all user testing to ensure proper product functionality prior to release Manage website and hardware integration, maintenance, updates, and other technical support issues Set and strictly adhere to departmental budgets and schedules Consistently meet or exceed customer service and project management goals through strong managerial skills Maintain comprehensive records detailing call center activities, product releases, and other pertinent data Build and strengthen relationships with key clients, partners, vendors, and community leaders Interact with support staff and company resources effectively to create the best consumer experience Develop a rapport with customers and orient them to various products and services Ensure customer satisfaction by maintaining friendly, supportive contact with existing clients Study internal literature to become an expert on products and services Represent company brand with poise, integrity, and positi
Call Center Managers ensuring they understand the brand and corporate protocols Design and implement staff training and development initiatives to enhance team skill sets Responsible for the implementation and operation of technical facets such as the Qfiniti platform and Avaya integration Utilize strong background in information technology, web development, engineering, and technical support Design and implement workflow and organizational structure for multiple corporate entities Work closely with various departments including human resources, development, IT, and others to develop strategic plans Analyze corporate structure and create business requirements, process flows, and procedures for organizational efficiency Responsible for the identification and removal of chronic system affecting issues to enhance daily operations Set and coordinate product release timelines and procedures for 23 regional call centers across the United States Coordinate the strategic and operational arms of the release management teams Train and lead release teams ensuring compliance with project budgets and release schedules Oversee all user testing to ensure proper product functionality prior to release Manage website and hardware integration, maintenance, updates, and other technical support issues Set and strictly adhere to departmental budgets and schedules Consistently meet or exceed customer service and project management goals through strong managerial skills Maintain comprehensive records detailing call center activities, product releases, and other pertinent data Build and strengthen relationships with key clients, partners, vendors, and community leaders Interact with support staff and company resources effectively to create the best consumer experience Develop a rapport with customers and orient them to various products and services Ensure customer satisfaction by maintaining friendly, supportive contact with existing clients Study internal literature to become an expert on products and services Represent company brand with poise, integrity, and posi
Center Managers ensuring they understand the brand and corporate protocols Design and implement staff training and development initiatives to enhance team skill sets Responsible for the implementation and operation of technical facets such
as the Qfiniti platform and Avaya integration Utilize strong background in information technology, web development, engineering, and technical support Design and implement workflow and organizational structure for multiple corporate entities Work closely with various departments including human resources, development, IT, and others to develop strategic plans Analyze corporate structure and create business requirements, process flows, and procedures for organizational efficiency Responsible for the identification and removal of chronic system affecting issues to enhance daily operations Set and coordinate product release timelines and procedures for 23 regional
call centers across the United States Coordinate the strategic and operational arms of the release management teams Train and lead release teams ensuring compliance with project budgets and release schedules Oversee all user testing to ensure proper product functionality prior to release Manage website and hardware integration, maintenance, updates, and other technical support issues Set and strictly adhere to departmental budgets and schedules Consistently meet or exceed customer service and project management goals through strong managerial skills Maintain comprehensive records detailing call center activities, product releases, and other pertinent data Build and strengthen relationships with key clients, partners, vendors, and community leaders Interact with support staff and company resources effectively to create the best consumer experience Develop a rapport with customers and orient them to various products and services Ensure customer satisfaction by maintaining friendly, supportive contact with existing clients Study internal literature to become an expert on products and services Represent company brand with poise, integrity, and positi
call centers across the United States Coordinate the strategic and operational arms of the release
management teams Train and lead release teams ensuring compliance with project budgets and release schedules Oversee all user testing to ensure proper product functionality prior to release Manage website and hardware integration, maintenance, updates, and other technical support issues Set and strictly adhere to departmental budgets and schedules Consistently meet or exceed customer service and project
management goals through strong managerial skills Maintain comprehensive records detailing
call center activities, product releases, and other pertinent data Build and strengthen relationships with key clients, partners, vendors, and community leaders Interact with support staff and company resources effectively to create the best consumer experience Develop a rapport with customers and orient them to various products and services Ensure customer satisfaction by maintaining friendly, supportive contact with existing clients Study internal literature to become an expert on products and services Represent company brand with poise, integrity, and positi
call center activities, product releases, and other pertinent data Build and strengthen relationships with key clients, partners, vendors, and community leaders Interact with support staff and company resources effectively to create the best consumer experience Develop a rapport with customers and orient them to various products and services Ensure customer satisfaction by maintaining friendly, supportive contact with existing clients Study internal literature to become an expert on products and services Represent company brand with poise, integrity, and posi
center activities, product releases, and other pertinent data Build and strengthen relationships with key clients, partners, vendors, and community leaders Interact with support staff and company resources effectively to create the best consumer experience Develop a rapport with customers and orient them to various products and services Ensure customer satisfaction by maintaining friendly, supportive contact with existing clients Study internal literature to become an expert on products and services Represent company brand with poise, integrity, and positivity
Professional Experience ABC Debt Relief (City, ST) 12/2006 — 11/2011 Client Service Manager • Responsible for overseeing daily operations of a 35 Account Manager
call center ensuring effective operations • Recruit and train new sales and customer service employees in industry best practices and company policies • Strictly enforce compliance with all applicable laws, industry regulations, and corporate protocols • Provide exceptional customer service and professional guidance in the area of debt
management, credit, and bankruptcy • Maintain detailed monthly reports for
management concerning budgets, monthly projections, and quarterly goals • Responsible for performance appraisals, deficiency warnings, and conflict resolution for employees • Review and manage all BBB and Attorney General complaints determining appropriate next steps • Monitor department productivity with inbound and outbound
calls providing feedback to team leads and supervisors • Author and lead presentations at meetings for clients, employees, and senior
management • Train team leads and supervisors in laws governing credit reporting and debt settlement such
as (FDCPA) Fair Debt Collections Practices Act and the (FCRA) Fair Credit Reporting Act and (FTC) Federal Trade Commission regulations • Set and strictly enforce budget for the payroll of both salaried and hourly employees • Responsible for final approvals for payment refunds issued to the client • Assist with Debt Tracker and the Debt Manager and negotiate with creditors to reduce client
Computer Operations Technician — Duties & Responsibilities Direct information technology department ensuring effective and efficient operations Recruit, train, and supervise computer technicians and administrative personnel Responsible for department budgets, project timelines, and team workflow Assist in the design, launch, and
management of multiple data
centers Proficient in the operation, repair, and maintenance of complex computer hardware and software Develop significant experience with financial applications and business platforms Oversee system security and performance enhancements to exceed industry standards Utilize cost cutting measures in the backup of valuable company data Perform staff evaluations to set professional goals and recognize exceptional service Serve
as a liaison between the information technology team and senior leadership Present reports regarding information technology best practices and proposed system upgrades Develop a rapport with company personnel and deliver exceptional service Study industry literature to become an expert on emerging technologies Maintain comprehensive records detailing service
calls, system updates, and other pertinent data Represent company brand with positivity, professionalism, and dedication