Call Center Resume Sample
Lexi Sawayn
29303 Kaylie Mills,
Chicago,
IL
+1 (555) 271 8438
Work Experience
Manager, Call Center
10/2016
-
PRESENT
Chicago, IL
- Accomplishes human resource objectives by hiring, training, planning, organizing, communication, and monitoring employees
- Develop strategic action plans depicting the direction of each sub-function within the department, based off of customer interaction and needs, and company goals and objectives
- Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits
- Evaluate existing systems and processes and implement redesigns as needed to improve overall productivity and customer service quality by researching customer service trends
- Improves customer service quality results by evaluating, communicating, and re-designing processes
- Establish key performance indicators (KPIs) to measure the micro and macro level performance and growth of the Call Center Department, and to identify any opportunities for improvement
- Review performance reports to evaluate the performance of each call center representative based on quality, quantity, and productivity, and administer any training or disciplinary action as needed
Call Center
05/2014
-
06/2016
Philadelphia, PA
- As new processes are introduced, document thoroughly and provide detailed information to management and team members
- Understand the ECCS Goals, Coordinate and work with the global production support team
- Record all time in prescribed time keeping systems by deadlines provided
- Assists in managing a blended call environment; including, but not limited to, creating and loading campaign lists, predictive dialer administration for outbound, managing system performance, user set-ups, creating IVR’s, and monitoring adherence to pre-set call center parameters
- Handle escalated calls and emails regarding pharmacy, eligibility, finance or provider issues
- Meet with the team once a week and review productivity reports, disseminate client’s communications to the agents, introduce new staff, communicate company information, answer questions and comments, etc
- Monitor and communicate to agents any outstanding tickets in SharePoint and any open call center workflows (i.e. OCIs, etc.)
Call Center Assistant
07/2009
-
01/2014
Boston, MA
- Responsibility for short & long term project workload forecasting, multi contact type volume forecasting and integration with Client SOW’s for accurate budget tracking and monthly variable labor forecasting
- Identify trends and report to management
- Communicate with all levels of management, including those in other lines of business
- Complete required number of quality assessments for associates skills
- Understand and follow all ECCS On-Boarding procedures, processes and policies
- Support end to end project assignments
- Perform implementation steps as prescribed in documented plans for system changes, upgrades, installations and follow all change management guidelines
- Communicate to management issues before they escalate or cause a business impact
Education
Wayland Baptist University
2004 - 2009
Bachelor's Degree in Business
Professional Skills
- Excellent oral and written communication skills, including training and presentation skills is required
- Excellent Customer Service Skills, demonstrated ability to use appropriate judgment, independent thinking and creativity when resolving customer issues
- Demonstrates strong leadership skills, motivating and encouraging teamwork
- Skills Testing:Basic Typing, Basic 10Key Data Entry, Basic Alpha/Numeric Data Entry, Basic Office Skills (Math/Verbal)
- Excellent oral and written communication skills in English including excellent enunciation and grammar
- With strong computer skills, including experience with Windows applications (Outlook, Excel, Word, Access, and PowerPoint) required
- Computer experience, excellent customer service and problem-solving skills required
How to write Call Center Resume
Call Center role is responsible for customer, computer, interpersonal, analytical, organizational, basic, microsoft, leadership, software, excel.
To write great resume for call center job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Call Center Resume
The section contact information is important in your call center resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Call Center Resume
The section work experience is an essential part of your call center resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous call center responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular call center position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Call Center resume experience can include:
- Strong interpersonal skills; able to deal effectively with diverse skill sets and personalities; and work effectively as a team
- Excellent interpersonal skills needed for interacting effectively with patients, professionals, etc
- Good communication skills and customer service skills
- One year experience sales hunter skills/solution sales skills
- Strong understanding of functional products and technical skills in a complex call center environment. Healthcare experience desired
- Advanced problem-solving skills and management skills
Education on a Call Center Resume
Make sure to make education a priority on your call center resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your call center experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Call Center Resume
When listing skills on your call center resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical call center skills:
- Possesses a great attitude, has excellent organizational skills, the ability to prioritize, and demonstrates proper judgment and decision making skills
- Strong verbal and written communication, Ability to multi-task, set priorities and manage time effectively, Excel skills, MS office
- PC skills including keyboard skills and basic Microsoft Office skills as well as accurate data entry
- Strong time management skills and ability to prioritize work effectively
- Excellent communication skills, both oral and written, as well as active listening skills
- Demonstrate a good understanding of general business operating procedures and proficient in computer skills and data entry
List of Typical Experience For a Call Center Resume
1
Experience For Supervisor, Call Center Resume
- Manage multiple priorities with strong skills in planning and problem-solving
- Skills/Competencies: - Negotiation skills - Technical analysis - Verbal and written communication ability
- Knowledge of group dynamics, direct sales, customer maintenance techniques, negotiation skills, and the ability to effectively implement programs is required
- Demonstrate a strong passion to provide an excellent customer service experience
- Demonstrate strong verbal and written communication skills
- Strong PC skills required; including working knowledge of the MS Office Suite. Knowledge of telephone technology, especially ACD mechanics highly desirable
2
Experience For Customer Service Call Center Resume
- Ensure effective use of all development, counseling, and rewards and recognition tools to most effectively support all ACs
- Excellent written, verbal, listening, and interpersonal communication skills
- Demonstrate leadership and teambuilding skills
- Highly organized and strong planning skills
- Who has excellent math skills are required such as calculating percentages
- Strong sales hunter skills and solution selling background
- Demonstrates excellence with listening, verbal and written communication skills
- Excellent communication skills, with ability to express technical knowledge, procedures, and processes in clear, orderly and easily understood presentation
3
Experience For Call Center Representatives Resume
- Excellent listening skills and professional phone etiquette and demeanor
- Strong communication, listening & interpersonal skills
- Proven analytical skills to collect data, draw conclusions, and present recommendations
- Excellent communication skills are needed to explain new initiatives and/or policies and procedures
- Good organization skills to handle multi-tasks and ability to work independently
- Excellent communication skills, Goal oriented, Highly motivated, High energy level
- Excellent customer service skills & motivation to be successful
- Excellent customer service skills with the ability to project patience and empathy
- Proven analytical and problem solving skills with the ability to make sound and logical judgments
4
Experience For Manager, Call Center Resume
- Proven analytical and problem-solving skills with the ability to make sound and logical judgments
- Excellent sales and customer service skills, preferably via telephone
- Possess strong interviewing skills with a focus on interpersonal and written/verbal communication
- Demonstrates exceptional critical thinking and analytical skills
- Strong organization skills with ability to manage day-to-day operations and projects
- Excellent computer and Internet skills with ability to navigate multiple screens
- Excellent customer service telephone skills
- Manage multiple projects. Detail oriented, extensive organizational skills and excellent follow-through ability
- Strong Excel Skills, with knowledge of the MS Office suite
5
Experience For Call Center Coordinator Resume
- Strong organizational, communication, and computer skills
- Effective verbal communication skills, the ability to work with potentially difficult customers, and work in a fast paced environment is required
- Strong analytical skills and able to organize and interpret data from various sources
- Strong customer service and Microsoft Word skills assessment (80%+)
- Demonstrates professionalism and the ability to multi-task and work under pressure effectively
- Demonstrates leadership skills in interactions with peers in senior management
- Possession of excellent customer service and oral and written communication skills
6
Experience For Call Center Customer Service Resume
- Strong communication, interpersonal, and organizational skills
- Excellent patient relation, eloquent communication and customer services skills
- Strong technical experience in Microsoft Office Suite (Excel, Access, PowerPoint, etc.) Proven analytical ability
- Excellent verbal and grammatical skills
- Excellent customer relations skills are required
- Effective communication skills, both written and telephone
- Excellent customer service skills, written and oral required
7
Experience For Call Center Team Manager Resume
- Demonstrate positive interpersonal skills
- Advanced computer skills and knowledge especially Microsoft Office. Experience with Datatel, CMMS, and related systems
- Excellent communication skills spoken and written
- Demonstrated ITIL process skills preferably in a healthcare provider environment
- Work independently or in a group Self-Motivated Approachable with strong written and verbal communication skills
- Strong leadership, interpersonal, customer service, communications, organizational and presentation skills required
8
Experience For Call Center Workforce Analyst Resume
- Who has excellent interpersonal and phone skills to interact with dealers, customers and all departments of H-D
- With proven communication skills, both written and verbal
- Effective leadership skills – ability to lead by JCI Values
- Demonstrate personable and professional customer service skills in daily tasks
- Solid, Basic PC Skills and knowledge of Microsoft Outlook, Word, and Excel
9
Experience For Call Center Lead Resume
- Excellent written communication skills to respond to customer complaints, claims and e-mail. Attention to detail and the ability to make decisions are critical
- Strong PC skills (e.g., Word, Excel) are required
- Very strong customer service/satisfaction skills and principles
- Apply well developed time management skills to define priorities and adjust activities to meet goals
- Building Effective Teams – Creates strong morale and spirit in his/her team; fosters open dialogue; creates a feeling of belonging in the team
- Typing skills of 35 words per minute with 95% accuracy whilst maintaining exceptional customer service
- Outstanding listening and communication skills
- Evaluating technical support calls for procedural, soft skills, call efficiency, and technical aptitude
- Monitoring Expertise: The ability to demonstrate depth of knowledge and skill in methods and tools used for contact monitors
10
Experience For Call Center Agents Resume
- Working knowledge of PC skills and Information Systems required
- Outstanding customer service skills with sensitivity towards patients rights and confidentiality
- Prepares files for imprinting using traditional prepress operations with limited color theory, color correction, retouching and outlining skills
- Experience with relational databases and data base structures pulling data feeds, ensuring that data is loaded correctly, validating data, etc
- Prior experience in training, coaching and developing team members
- Call Center or experience or experience managing customer service calls in a dental provider setting
List of Typical Skills For a Call Center Resume
1
Skills For Supervisor, Call Center Resume
- Contact past due customers and execute established procedures for the successful resolution of non-performing accounts,adhering to all applicable investor guidelines,requirements and regulations
- Strong people skills and people management skills
- Strong effective analytical and problem solving skills
- Learn, deploy and enjoy our technology! PC experience required, with good keyboarding skills
- Also requires analytical, verbal and written communication skills, customer service, interpersonal and negotiating skills
- Strong computer skills, including experience with Windows applications (Outlook, Excel, Word, Access, and PowerPoint) required
2
Skills For Customer Service Call Center Resume
- Prior experience with data entry / accurate and efficient typing skills
- Effective collaborative and proven process improvement skills
- Proven prioritization and coordination skills, as well as high level of initiative
- Excellent communicator, with strong English and French verbal and written skills
- Demonstrated history of effectively motivating, coaching and developing employees
- Manage unique staffing structure and varying schedules, strong organizational and planning skills
- Track record of exhibiting good judgment, common sense and outstanding analytical and problem solving skills
- Proven coding skills in Unix scripting, Bash and other languages
- Read, write and verbally communicate in English using good spelling and grammar skills
3
Skills For Call Center Representatives Resume
- Excellent keyboarding skills (typing, 10key, alphanumeric data entry)
- Strong communication skills including oral, written and listening
- Strong customer orientation, listening skills, and providing solutions is important
- Demonstrated experience developing and overseeing impactful customer experience and sales programs
- Strong phone and verbal communication skills along with active listening
- Understands cause and effect and possesses strong problem solving skills
4
Skills For Manager, Call Center Resume
- Works effectively in a team format that assists each other to give the customers a positive experience in having Airgas as its vendor
- Excellent Verbal and Written communication skills and capable in working with senior and executive team members
- Demonstrated listening and customer service skills
- Strong oral, written and editing skills with a high attention to detail
- Excellent written, interpersonal, listening, relationship and verbal communication skills
- Strong interpersonal skills; ability to communicate/relate to all levels of the organizations (verbally/writing)
- Proficiency in Microsoft Office and strong typing skills
5
Skills For Call Center Coordinator Resume
- Strong Communication Skills - Provide clarity and understanding to the team, clients, and management
- Strong debugging skills recommended
- Solid PC skills, including proficiency in Microsoft
- Strong listening skills with customer focus
- Strong organizational and problem solving skills, the ability to work independently and under pressure are required
- Excellent assessment, nursing judgment and communication skills
- Good keyboarding and communication skills, both verbal and written
6
Skills For Call Center Customer Service Resume
- Excellent communication skills including grammar, voice, and diction
- Excellent leadership, interpersonal communication, analytical, and problem-solving skills
- Excellent math skills are required such as calculating percentages
- Demonstrates ability to effectively lead people as well as an understanding of staff allocation, staff utilization, delegation, and employee performance
- Strong analytical skills inclusive of working with numbers and ability to identify problems, trends and suggest solutions
- Proven telephone-selling skills
- Strong communication and interpersonal skills, displaying the ability to connect and build relationships with clients
7
Skills For Call Center Team Manager Resume
- Multi-task, set priorities and manage time effectively
- Demonstrates professional oral and writtencommunication skills
- Strong oral and written communication skills and ability to interact within all levels of the organization
- Excellent verbal and written communication skills and customer service attitude
- Strong interpersonal skills and the ability to work well with all levels of internal management and staff, as well as outside clients
- Excellent interpersonal skills and ability to interact and work with staff at all levels
- Excellent interpersonal, verbal skills and attention to detail
8
Skills For Call Center Workforce Analyst Resume
- Strong computer proficiency in a windows environment, internet navigation and keyboarding skills
- Good problem solving ability to effectively guide customers through solutions
- Prior military experience and/or deep knowledge of military culture, or federal program experience
- Very effective organizational and time management skills
- Excellent patience and problem solving skills
- Solid customer service, organizational, and motivational/training skills
9
Skills For Call Center Lead Resume
- Effective and efficient organization and time management skills
- Strong people/relationship management skills
- Demonstrates ability to manage multiple projects effectively and to work in a fast-paced environment
- Extremely detail-oriented with good organization skills
- Demonstrated ability to effectively interact with employees, peer and senior level management
- Excellent organizational skills, be detail oriented, and able to follow departmental quality control procedures
- Excellent verbal and written communication skills required; majority of communication via phone, pleasant and clear enunciation required
- Multi-task, set priorities, manage time effectively, and work under pressure
- Effective communication skills in local language
10
Skills For Call Center Agents Resume
- Strong PC installations, troubleshooting and support skills required
- Effective communication skills (clients, staff and upper management)
- Strong, sound analytical skills and high attention to detail and ability to multitask
- Excellent communication skills and professional telephone etiquette
- Advanced analysis skills to include skill in situational analysis and risk mitigation
- Prioritization skills; ability to handle multiple responsibilities in a fast paced environment
- Excellent oral and written communication skills along with the ability to both coach associates as well as present to leadership
- Strong leadership, communication and organizational skills, combined with finely-tuned analytic ability
- Strong analytical skills required to critically assess situations and make real-time recommendations
List of Typical Responsibilities For a Call Center Resume
1
Responsibilities For Supervisor, Call Center Resume
- Strong interpersonal and listening skills to effectively respond to and resolve internal and external customer service requests and issues
- Excellent time management skills, with the ability to organize and prioritize fluctuating workloads and assignments
- Strong customer service skills and previous call center experience required
- Possesses well-developed oral and written communication skills, including persuasive negotiation skills and telephone etiquette
- Verbal and written communication skills, the ability to lift up to 25 pounds, presentation skills
- Uses appropriate hiring techniques, including screening for technical and service oriented skills/experience
- Strong computer skills are required, including but not limited to MS office
2
Responsibilities For Customer Service Call Center Resume
- Strong computer skills and ability to learn new computer programs
- Detail-oriented,with strong data entry skills
- Strong, professional communication skills, both written & verbal
- Excellent communication skills (verbal and written) both via email and by phone
- Strong interpersonal skills are necessary
3
Responsibilities For Call Center Representatives Resume
- Prior demonstrated supervisory experience in a contact center or similar environment
- Strong presentation skills with the ability to speak before internal and external groups
- Communicating effectively, working independently and making judgment decisions is required
- Handling daily call volume via our Avaya CMS system by changing skills and rerouting calls during peak call time frames
- · Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively
- Basic computer navigation and keyboarding skills, including ability to multitask and navigate between multiple systems
- Organized implementation and post implementation problem solving and troubleshooting skills
4
Responsibilities For Manager, Call Center Resume
- Capable of directing and working effectively with donors, volunteers, staff and committees in a wide range of activities while under pressure and/or deadlines
- Demonstrated experience managing team members in remote locations
- Utilize problem-solving skills to efficiently answer customer requests
- Increased level of problem solving skills
- A professional phone manner with active listening skills
- Effectively utilizes tools, reports and control mechanisms that support monitoring of business activity in order to manage individual performance
- Ensure that call center agents receive the appropriate support and training to apply the best skills and knowledge on the job. (10%)
- Proven experience leading a team of 10-15 representatives/agents
5
Responsibilities For Call Center Coordinator Resume
- Computer skills including Windows, Microsoft Office Suite, Google Calendar and general internet capabilities, as well as company software
- New Skills – such as handling Email work for a card services group
- Be a proven advocate with the ability to create excitement and exude a commitment to delivering an extraordinary applicant experience
- Technical troubleshooting skills with Windows 7 workstations, basic Active Directory (add/delete users, password resets), MS Office 2010, Citrix remote access
- Previous experience in customer relations and/or customer service, experienced in sales, marketing, or customer service operations
- Computer skills including Microsoft platform and ability to learn and utilize company EMR software
6
Responsibilities For Call Center Customer Service Resume
- Prior experience in analytical, statistical, supervisory, and/or scheduling role
- Communicate effectively using scripted material, policy, guidelines, and procedures
- Effectively deliver user-level training
- Able to effectively communicate, influence and resolve issues using various methods (telephone, email, face-to-face, etc.)
- Demonstrates a solid understanding of company programs
7
Responsibilities For Call Center Team Manager Resume
- Self-motivated, team-oriented with demonstrated experience of team concept and attaining team goals
- Computer proficiency in a windows environment, internet navigation and keyboarding skills
- Proficient writing/grammar skills
- Strong technical orientation and experience supporting proprietary and standard applications. Can troubleshoot problems in a logical manner
- Patient registration and eligibility skills in a medical setting
- Demonstrates strong judgment under pressure, and works well in a multi-tasking atmosphere
- Prior experience working in a dermatology/medical environment
- Experience in analyzing complex eligibility configuration or 2-3 years' experience in a similar analytical role
8
Responsibilities For Call Center Workforce Analyst Resume
- Possess leadership and team-building skills
- Strong Capacity Planning experience
- Effectively and efficiently communicate with customers
- Communicate effectively to managers and employees as required to manage work schedules
- Use higher responsibility, delegations and authority to resolve customer problems and disputes that effectively meet business requirements
- Complete all job assignments efficiently and effectively
9
Responsibilities For Call Center Lead Resume
- Handle inbound customer calls or chats during scheduled hours, providing an excellent customer experience at all times
- High level of Customer Engagement and communication skills in order to assist patients and customers via phone
- Work in a fast-paced environment, effectively directing multiple activities and meeting deadlines; ability to set and attain goals
- Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance
- Have proven ability to reach sales goals, meet deadlines, manage multiple priorities and achieve results in a fast paced and demanding work environment
- Maintains positive, collegial relationships with clinic leadership in order to effectively operationalize special projects and training
- Prior experience with Salesforce reporting
- Previous experience in customer relations and/or customer service, experienced in sales, marketing, or customer service operations
10
Responsibilities For Call Center Agents Resume
- Implements all policies in the Pre-Tour Engagement (PTE) department effectively
- Implements all policies of the Inventory department effectively
- Use of interpersonal skills to establish/maintain cooperative relationships with physicians, managers and other staff
- Provide a high level of customer service in a professional call center environment using the following customer advocate skills
- Uses matrix management skills to oversee the work of technology and business stakeholders to ensure the success of programs
- Communicates effectively with SPi staff, clients, and patients
- Use of interpersonal skills to establish/maintain cooperative relationships with patients, families, physicians, managers and other staff
- General management, organizational and time management skills required
- Strong experience with Genesys Call Routing Platform
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