Call Center Floor Manager Resume
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3266 Burton Avenue
Memphis, TN 38117
(123)-682-2527
a.murphy@emailaddress.com
Job Objective: To secure a position with an expanding company as Call Center Floor Manager where my education and experience can be utilized to the fullest.
Highlights of Qualifications:
Admirable experience in administering smooth working of a call center
Exceptional knowledge of improving process
Operational knowledge of computer systems and managing software applications
Immense ability to work at various schedules
Deep ability to multitask and meet all deadlines
Amazing communication skills in both oral and written forms
Skilled to provide optimal customer services
Ability to identify and resolve all problems
Professional Experience:
Call Center Floor Manager
Headway Corporate Resources, Memphis, TN
October 2008 - Present
Coordinated with seniors and analyzed client requirements and assisted in providing subject matter expertise on all floor programs.
Developed communication for fundraisers such as prepared background information and provided briefs for materials.
Designed training programs and documented all procedures on an everyday basis.
Prepared campaign results and provided it to fundraisers team.
Managed all floor operations and facilitated actions to maximize performance of campaigns.
Monitored any issues in donor calls and ensured optimal level of client services.
Assisted Managers in implementing special plans and ensured success of campaigns.
Maintained effective work environment and initiated corrective actions as required.
Call Center Coordinator
Unisys, Memphis, TN
August 2003 - September 2008
Administered all inquiries coming to call floor and provided necessary information to clients.
Performed regular follow ups on various referrals provided and ensured optimal customer satisfaction.
Maintained good working relationships with various customers and referrals.
Managed working of Genesis centers and associated services.
Provided efficient genesis services with help of company products.
Participated in rotation duties and performed appropriately.
Call Center Supervisor
Shopko, Memphis, TN
May 1998 - July 2003
Reviewed performance of staff and ensured effective achievement of all objectives.
Evaluated improvement objectives and developed strategies to effectively achieve it.
Planned various goals for outbound campaigns on a weekly basis and ensured effectiveness.
Monitored all calls and ensured optimal quality in assisting customers.
Managed customer complaints and trained staff to handle and resolve all complaints.
Ensured compliance to company policies and procedures.
Education:
Bachelor's Degree in Customer Care Management
Miami University, Oxford, OH
