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| Desired Industry: Customer Service/Technical Support |
SpiderID: 21552 |
| Desired Job Location: Tampa, Florida |
Date Posted: 7/7/2008 |
| Type of Position: Full-Time Permanent |
Availability Date: within 2 weeks |
| Desired Wage: 60,000 |
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U.S. Work Authorization: Yes |
| Job Level: Management (Manager, Director) |
Willing to Travel: Yes, 25-50% |
| Highest Degree Attained: Bachelors |
Willing to Relocate: No |
Objective:
Call Center Manager with over 10 years business experience. Capable leader who builds solid teams through ongoing coaching and performance management. Experienced in forecasting to meet service levels and exceed quality expectations.
Experience:
JPMORGAN CHASE, N.A., Tampa, FL 1997 – 2007
Call Center Manager, Retirement Services, 2003 – 2007
Managed and engaged a staff of 50 non-exempt employees, including two Team Leads and two Supervisors in a Call Center environment.
·Created annual forecasting of budget planning, staffing, developmental ideas to meet the upcoming year service level agreements
·Prepared contingency planning for relocation of the call center due to disasters.
·Served on the board of various projects to enhance the work place.
·Ensured employees had up to date training, policies, and processed.
·Maintained the Simon board system and equipment, which routed the calls into the center (Aveya-Rockwell system).
·Built and designed the quality matrix through Witness for the department
Quality Assurance Manager, Retirement Services, 2001 – 2003
Managed and mentored a staff of 5 exempt employees in a Call Center and Operations environment.
·Responsible for the training process for new and existing employees within the call center and operations departments.
·Built and designed the quality monitoring scoring system and grading scale for the quality review within the call center and operations departments.
·Monitored and reviewed random incoming calls answered by the staff to ensure proper service were being provided.
·Monitored and reviewed random work items within the operations departments to ensure proper workflows were being preformed.
·Reported on a monthly basis to Senior Management of the call trends, volume of work items, and any other reoccurring issues.
·Promoted to Contact Center Manager in August 2003.
Retirement Planning Specialist, Retirement Services, 1999 – 2001
·Worked in an incoming call center within Retirement Services.
·Assisted customers and business partners with their retirement needs and planning.
·Ensured and kept up to date with all IRS guidelines, policy and procedures.
·Generated on a monthly basis new business of $100,000 or more.
·Promoted to Quality Assurance Manager in February 2001.
Customer Service Representative, Credit Card Services, 1997 – 1999
·Properly handled incoming calls from credit card holders inquiring about their credit card needs.
·Attempted to meet the needs of every customer by displaying due diligence on each call.
·Performed necessary follow-up on issues that needed to be resolved.
Education:
Bachelor of Science, Business and Management, University of Tampa, Tampa, FL
Candidate Contact Information:
This candidate has chosen not to make contact information available on this page.
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