Call Center Director - Customer Service Technical Support Resume Searc
Call Center Director - Customer Service Technical Support Resume Searc
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Call Center Director Resume


Desired Industry: Customer Service/Technical Support SpiderID: 55086
Desired Job Location: New York, New York Date Posted: 10/16/2011
Type of Position: Full-Time Permanent Availability Date: 10/16/2011
Desired Wage: 120000
U.S. Work Authorization: Yes
Job Level: Management (Manager, Director) Willing to Travel: Yes, Less Than 25%
Highest Degree Attained: MBA Willing to Relocate: Yes


Objective:
Seeking a leadership position where
fifteen years of call center, customer
service, and sales experience will
contribute to increased efficiency.


Experience:
Director Call Center Operations: The
City of New York- Department of
Information Technology and
Telecommunications (DoITT) 311 Call
Center (May 2011 to September 2011)
Manage and oversee quality, performance
and productivity of Call Center staff of
over 400 agents with volume surpassing
two million calls per month. Manage and
develop a team of Call Center Managers
and direct activities towards
accomplishing Call Center goals while
driving team performance. Ensure
quality customer service and ongoing
learning and development of staff.
Provide Call Center Executive Director
with input on strategic planning. Serve
as management liaison to communicate
goals and objectives to call center
staff; support call center in attainment
of key performance indicators and
overseeing special call center
management operations projects.
• Direct and lead New York City's
customer-facing operations, through 311
Customer Service Center and online
website.
• Enabling access to information
and services for over 8 million New
Yorkers, through a 24/7 multi-lingual,
multi-site operation for the Mayor's
Office of Operations.
• Deliver customer care,
information, assistance, and services to
residents, businesses, commuters and
tourists via call center, social
networking and website channels.

Customer Care Manager: Time Warner
Cable, Flushing, New York (2009 to 2011)
Manage first line supervisors that are
responsible for managing the day-to-day
operations of a team of 600
representatives handling customer
inquiries and issues that total nearly
one million calls per month. Manage the
daily operations of the Call Center by
ensuring that tasks are allocated
effectively and that the procedures and
processes are functional.
● Work with senior management to
establish priorities, standards and
performance objectives for the call
center.
● Perform quality checks, develop
and review performance reports, identify
areas to improve, and implement measures
to improve performance levels and meet
objectives.
● Provide superior service to the
customers, work closely with other
functional area managers to develop
procedures and policies which will
benefit and improve customer care.
● Develop sales techniques of each
customer service representative to drive
revenue growth.
● Administer performance
management by diagnosing improvement
opportunities, providing effective
feedback, coaching, training,
professional development, and corrective
action plans.
● Review call center statistics to
measure staff performance and the need
for improvement.
● Maintaining a productive and
motivating work environment for all
employees.


Operations Support Manager: Time Warner
Cable, Flushing, New York (2008 to 2009)
Managed multiple teams in an inbound
call center handling approximately 10+
million inbound phone calls per year.
Monitors call volume across all skill
sets, balances volume and collections
activities by making real-time
adjustments to call volume traffic
patterns and staffing requirements.
Ensures each CSR’s call status meets
standards, escalates issues as
necessary. Identifies need for real-time
Call Center Technology changes and
implements accordingly.
● Monitor various systems for
control center, analyze call center
trends and recommend appropriate actions
in reaction to trend analysis
● Acts as primary point of contact
regarding intraday activities.
Coordinates and realigns staff to off-
phone activities balancing service level
with operational requirements and
optimizing staff occupancy.
● Determines call drivers and
impacts through real-time monitoring and
analysis of displays and recommends any
required changes. Proactively identifies
and resolves any issues impacting call
volume and escalate appropriately for
resolution.
● Analyzes current reports and/or
creates additional report to identify
and escalate trends impacting
operations. Prepares routine reports and
assists management with special projects
as assigned

Customer Relations Supervisor: DHL
Express, Paramus, New Jersey (June 07 to
December 07)
Provide operational management and
support at call center locations to
ensure efficient and timely resolutions
of customer service issues. Develop and
direct overall order and service-related
activities for DHL's customer service
function. Administer, coordinate, and
direct customer service operations and
policies.
● Manage customer service
representatives including telephone,
correspondence and /or research
functions to ensure smooth and effective
delivery of service.
● Analyze and make recommendations
based on call volume trends and other
factors for forecasting future customer
service needs including staffing and
call capacity.
● Develop, implement, and improve
processes through identification of
operational, sales, and technological
changes that are having an impact on
customer satisfaction and call center
efficiency.
● Recruit, hire, and provide
coaching and development to customer
relations and operations staff.




Customer Care Manager: Revol Wireless,
Independence, Ohio (2005-2007)
To actively manage, lead, motivate, and
develop a team of over 50 customer care
representatives. Focus of the role is on
coaching, prioritizing, performance
managing, allocation of work and leading
the team to achieve call center goals.
Develop systems, process and team
members to achieve superior levels of
service enhancing the client
relationship.
● Manage on-going day to day
activities within the team by providing
assistance, guidance and advice or
taking appropriate action to effectively
resolve conflict, problems, customer
issues, and escalations in order to
ensure that customer service levels are
met.
● Identify and effectively manage
areas of concern and under achievement.
● Implement and maintain
departmental processes to improve the
quality of service provided.
● Liaise closely with third
parties and relevant groups or
departments across the company to
streamline customer care issues to
increase customer satisfaction.

Call Center Manager: Fox-International,
Bedford Heights Ohio, (2004-2005)
Manage the overall growth and
development of a team of 40+ direct
reports that have responsibilities
ranging from ACD administration,
workforce management, process
development, and quality assurance.
● Scope of responsibility also
includes developing and implementing
workforce standards in support of call
center goals and matrices.
● Monitor performance and
compliance of Workforce processes and
provide feedback and recommendations for
improvement to call center management
staff.

Call Center Manager: Executive Charge
Inc., Brooklyn NY (1995-2001)
Supervise call center activities the
country’s largest and privately owned
corporate care service company in the
United States.
● Achieved service level goals for
Order Entry accuracy, inbound call
volumes, average handle time, quality,
associate satisfaction, and schedule
compliance.
● Manage a computer data system
that dispatches over 1200 limousines to
corporate clients.
● Improve the quality of customer
service training to produce better
trained individuals who will know to be
better listeners and better problem
solvers.


Education:

Bachelor of Arts: Brooklyn College at
the City University of New York,
Brooklyn, NY.
Masters of Business Administration,
University of Phoenix, Phoenix, AZ
(currently enrolled, expected graduation
March 2012)


Skills:
● Skills include Microsoft Office
2007 (Word, Excel, Outlook, and
PowerPoint) Advanced
● Avaya Call Management System
● Nortel Contact Manager
Administration
● Verint
● NICE Quality Management
● Aspect Workforce
● IEX Workforce Management
● GMT Planet Workforce Management


Reference:
Available upon request.


Candidate Contact Information:
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