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Guest Relations Expert/contact Center Consultant Resume

SUMMARY:

To utilize my extensive and diverse leadership career in contact centers/training and development/and communications: I am looking to relocate immediately for the right role where I can demonstrate my highly effective career in contact center management or training leadership. I have accumulated 23 years of contact center leadership and training experience combined with a Master degree in Communications. Certified in contact center applications for workforce management and quality assurance. ICMI National Contact Center Conference Speaker four times. Looking to relocate immediately for the right career opportunity.

WORK EXPERIENCE:

Confidential

Guest Relations Expert/Contact Center Consultant

Responsibilities:

  • Assisted with Media Relations and communications for staff of 425 guest relations staff and 25 contact center staff
  • Contact Center consultant for team with call center, CRM, workforce management, voice of the customer, call metrics
  • Handling Problem Resolution/ Customer escalations and complaints/Voice of the Customer POC

Confidential, Newport Beach, CA

Call Center Manager/ Vendor Relations Manager

Responsibilities:

  • Tasked with opening of call center project and establishment of the company’s sales department
  • Led staff of 70 during the rollout of the call center and technical support and dispatch
  • Worked with 125 dispatch vendor agents and 24 - hour coverage of dispatch and technical support from Canadian vendor

Confidential, Monterey Park, CA

Sr. Call Center Management /Vendor Relation Manager

Responsibilities:

  • Started contact center with 250 agents and in charge of all call center operations and software and completed rollout

Confidential

Training Manager/ Communications Liaison

Responsibilities:

  • Contact center and Corporate Trainer 350 employees-Contact center, Training Curriculum and Sales Development
  • Regional Trainer for all new hire and ongoing training for Western Region

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