Call Center Management Resume

Desired Industry: Customer Service/Technical Support	SpiderID: 21525
Desired Job Location: Kingstree, South Carolina	Date Posted: 7/4/2008
Type of Position: Full-Time Permanent	Availability Date: 07-01-2008
Desired Wage: 75,000-85,000
	U.S. Work Authorization: Yes
Job Level: Management (Manager, Director)	Willing to Travel: Yes, More Than 75%
Highest Degree Attained: Other	Willing to Relocate: Yes

Objective:
Career Objective:

Dynamic Executive Level Call Center Management, willing to relocate, with preference in the Southwest Virginia, Southeast Tennessee, South Carolina(Coast Line) areas. I am willing to travel 100% of the time and will be committed to a company for long term employment. I have 8 years of Call Center Experience, with quantifiable achievement of productivity, profitability, continued growth and dynamic operational development, and the desire to exceed the expectations of any outside clients for 3rd party Accounts Management. I offer extensive hands-on experience in strategic planning, implementation, management, operations in diverse call centers and related settings; I strongly desire to contribute my skills and education, complemented by my solid ability as a leader and as a inspirational team member of an organization to building expansion, profit, revenue, continued growth and strategic business development.

Experience:
Experience:

National College of Business and Technology
June 2007- 2008
Admissions Representative

Bristol, Tennessee

~RANKED TOP 5 SALES REP OUT OF 100 REPS IN 24 CAMPUSES~

~Licensed Tennessee Higher Education Commission

~Counseling and coaching each student

~Recruiting and enrolling of students

~Team building, motivating each sales representative

~ Properly answer all inquiries, set appointments for prospective students

~Great personal skills: empathetic, enthusiastic, confident, organized ,efficient and logical

~Showing leadership and professionalism as a representative

~Properly complete all paperwork for enrolling a student and follow up with each student to continue with the marketing process once enrolled

Advanced Call Center Technologies Third Party Bank of America

Director Consumer Finance Unsecured Loans and Credit Card

Gray, Tennessee June 2004-2007

~Senior operations Management, Collections

~ Developed Strategic plans and managed daily operations of the call center, processes to optimizing call handling efficiency (percentages), quality control(Created Supervisors and employees for this team), and Customer/Client satisfaction.

~Developed low level Management turnover.

~ Directed and coached 3 Supervisors, one team lead, and 250+/- agents to consistently meet or exceed client relationship goals.

~ Implemented positive and constructive professional relationships with employees, customers, and clients.

~ Implemented call flow processes, top-performers, and monitoring continuous compliance for all calls types.

~ Achieving to grow a call center from approximately 200 employees to over 700+/-, by building expansion in profit, revenue, continued growth and strategic business development and planning

Cingular Wireless Collections and Customer Service

Senior Representative in Management Training

Johnson City, Tennessee June 1999-2004

~Completed program for Principles of Management Training, (Both--Collections and Customer Service Management Training Programs)

~Handled all Charged off accounts, Special Operations Accts., and Fraud Accts

Opened by Sales Agents for commission

~Worked as a Resolution Specialist for escalated calls

~Assigned to challenge and test all new programs and equipment as a senior representative before call center wide distribution

~Volunteered and handled Community activities March of Dimes, United Way and Food Drives for Cingular

Education:
Education: Virginia Highlands Community College

Associate of Applied Science Degree in Criminal Justice/Minor Police Science 1998

East Tennessee State University

General Course Study 1992-1994

Currently enrolled in On-line classes in Criminal Justice

With a Minor in Sociology (Expected Graduation Date June 2009)

Milligan College

Religion 1996

Skills:
Skills and Relevant Coursework:

Microsoft Excel Human Resources Public Speaking

Microsoft Word Psychology Communications

Principles of Management International Business Economics

Business Law Critical Thinking Report Generation

Leadership in Management Bank Finance Mortgage Lending

Inventory Sociology (Minor) Customer Service

Loan Collection and Collection Law Sales Criminal Law

Criminal Investigation Recruiting and Hiring Forensics

Additional Information:
Additional Experience Information:

Strategic Planning, Customer Service, Quality Control, and Collections Training

Profit and Loss Control, Management, Expense Reduction, Sales Management

Start-Up Call Center Operations

Training of Management, Quality Control, Dialer Room Operations, IT Management, and Collections Training.

Organization Development, Budgeting and Forecasting

Reference:
Professional References :

Jerry Widener --Va ABC --State Position-- Acting Manager--276-628-3441

Cotton Roberts --Va ABC --State Position -- Acting Manager 276-669-1622

Kristi Harrison--Manager Cingular Wireless --423-953-1000

Angela Lyons --Director National College Admissions --276-698-4672

Personal: Jack Woods 276-466-2171: Bristol Va.

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