CALL CENTER MANAGER Resume Alpharetta GA - Hire IT People

SUMMARY:

To drive the development of superior customer service and high performance; by hiring training/developing, motivating, coaching, evaluating and retaining qualified staff. Possess strong team leadership, coaching, and motivational skills.

SKILLS:

Fluent in Spanish
C++
Visual Basic.NET
Oracle
Asp.NET

EMPLOYMENT:

Confidential, Alpharetta GA

CALL CENTER MANAGER

Responsibilities:

Direct call center operations as a liaison between clients, supervisors, and call center employees. 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. Coordinate the interviewing, hiring and training of customer service representatives. Monitor interaction between staff and callers to ensure quality assurance standards.
Perform quality checks, develop and review performance reports, identify areas to improve and implement measures to improve performance levels and meet objectives.
Conduct group training sessions on supported products and services.

Confidential, Rome, GA

TECHNICAL SUPPORT REPRESENTATIVE

Responsibilities:

Help tax preparers in troubleshooting Taxwise software
Resolve software issues Assist customers with setting up networks
Provide assistance to customers when issues arise between Microsoft and Taxwise

Confidential, Cartersville, GA

TECHNICAL SUPPORT REPRESENTATIVE

Responsibilities:

Configured users’ computer connections to the LAN
Helped install drivers for modems and printers
Resolved virus and spyware issues
Instructed customers on how to install peripheral devices

Confidential, Ewing, NJ

FIBER OPTIC ASSOCIATE

Responsibilities:

Manufactured single and dual data transfer fiber optic components
Tested fiber option components for quality assurance
Worked with management to develop a quality assurance plan for the fiber optic components
Served as the focal point for testing the fiber optic components efficiency and instructed employees on the new changes and implementations
Trained new employees on how to manufacture fiber optic components

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Call Center Manager Resume

Alpharetta, GA

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