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Call Center Executive Resume Samples
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6-10 years of experience
Lead inbound call center of 300 Customer Service Associates, Managers and Support team.
Oversee all aspects of site performance.
- Executed customer improvement strategies and tactics at site and national level
- Managed end-to-end employee lifecycle from sourcing, recruitment, training / on- boarding and performance management
- Served as National Strategy Owner for enterprise-wide employee satisfaction and retention
- Delivered on financial plan and direct facilities improvements
0-5 years of experience
- Responsible for liability (checking and savings accounts) call center and the support and development of over 600 associates (employees).
- The call center handled a wide range of service related calls from [company name] client worldwide. Nearly 30,000 calls per day were handled at this call center on a daily basis.
- Personally assembled an excellent team of Managers that achieved outstanding results in customer service indicators and cross-sell performance.
- Participated in team building that created a nation wide training program for entry level associates.
- Improved turnover from a high of 90% annual turnover, to a low of 23% within one year of taking the position of Manager. The improvement in the quality of managers, and the development of a positive work environment helped to make this goal successful.
6-10 years of experience
- Managed call centers for Private Bank and Premier clients
- Responsible for client, associate and shareholder experience
- Responsible for $120M budget and 1,500 associates
- Improved client satisfaction from 88% to 93% with associate satisfaction of 91%
0-5 years of experience
Supported five managers and 12-15 supervisors
- Handled various departmental reporting
- Maintained email directories, phone lists, and associate emergency information
- Handled travel arrangements & expense reports
- Coordinated site functions & incentive contests for up to 250 associates
- Worked with Staffing in the new hire process scheduling & conducting phone interviews
6-10 years of experience
Phone call support for a wide variety of medical offices to include physicians, psychologists and dentists
- Lead operator for a wide variety of medical offices including physicians, psychologists and dentists responsible for supervising call center team
- responsible for consistent board checks to assure stat consults or ER messages have been delivered to the appropriate parties
- Administrative support to include filing, draft/distribute meeting minutes for upper management, formal letter preparation and execution
0-5 years of experience
Attending promptly to customer calls and offering a fast effective and professional service of assistance.
- Dealing with as many clients as possible in a role that requires the ability to think on my feet and multitask.
- Taking Calls and register pick up for Documents, Cheque and Parcel collections.
- Compute for local and International charges according to type of customer (Cash/Credit/Prepaid)
- Handle customer queries and complaints efficiently.
- Coordinate with respective assign coordinator for pending shipment's status.
- Selling company product ( Expression, prepaid, value pack, visa pack, road net)
0-5 years of experience
Provide quality customer service to members in a timely and efficient manner
- Meet daily sales goals for department
- Relay product knowledge to customers and potential customers
- Turn potential customers into members through sales and product benefits
- Outbound calls, building pipeline
0-5 years of experience
Provided detailed information on services and products to customers.
- Maintained records of all customer interactions.
- Produced weekly call reports for management.
- Maintained customer data base.
- Responded to email correspondence.
0-5 years of experience
Dealing with the overseas customers.
- Offering the telephone lines (ISD) for the companies in CANADA, NEW ZEALAND, AUSTRALIA
- Attending customer complaints, inquiries, suggestions and giving them feedbacks
- Coordinating directly with team leader & Supervisor.
0-5 years of experience
Assistant to [company name] Global Services Manager and staff.
- Prepare and maintain accurate calendar entries.
- Originate and verify data in reports and reconcile errors.
- Acts as liaison between staff and principal(s).
- Acts as advisor to customers regarding administrative matters.
- Coordinated secretarial projects.
- Maintain in-depth awareness and sensitivity of activity within customers' scope of operation.
- Performed complex administrative activities.
- Prepared domestic and international travel arrangements.
- Prepared expenses.
- Ordered office supplies.
Call Center Executive Duties and Responsibilities
Providing support to customers over the phone is not as simple as it sounds; it involves many other duties and responsibilities. We analyzed call center executive job descriptions to come up with a list of the most common call center executive duties and responsibilities:
Conduct Sales Calls Call center executives sometimes have to conduct high-level sales calls. While not every call center focuses on phone sales, this is a primary responsibility for call center executives who do work in sales-based call centers.
Create and Implement Call Center Scripts Low-level call center employees almost always work from a script that lays out the proper response to the most common complaints. This script is created by the call center executive. This requires constant analysis of service quality to make sure the scripts are as effective as possible.
Hire and Train Call Center Employees Call center executives also serve as the head decision-maker in the HR process in the call center environment. This requires someone who is highly organized, as call centers can have hundreds of positions and a high turnover at the entry level. This position also involves training supervisors on how to onboard new employees.
Resolve Escalated Customer Complaints Most customer complaints are able to be handled by low-level call center employees. The call center executive handles only complaints and product issues that have escalated beyond the capabilities of any other call center employee. There is no script for handling these situations, so this duty requires creative problem-solving skills.
Facilitate Inter-Departmental Communication Providing efficient customer service depends upon efficient communication between departments. It is up to the call center executives to make sure systems are in place that allow their departments to communicate seamlessly.
Call Center Executive Skills
Call center executives need a certain set of skills to be successful. To succeed in this role, one needs to be able to maintain an energetic and upbeat attitude throughout the day. It also requires someone who can multitask and switch tasks without a hitch. After all, those who get to this position got there by having been great call center agents. Additionally, call center executives have to be excellent at resolving conflict, as they are the last stop in the escalation process. Finally, call center executives have to possess a passion for people. Their entire day involves constant communication, so it is not a role for an introvert. In addition to these qualities, here are some skills call center executives need to get hired:- Using sales and customer service knowledge to craft call center scripts
- Resolving the most complex customer service issues using creative problem solving
- Listening actively to customers and documenting information during calls
- Analyzing service quality data to make executive strategy decisions
- Facilitating efficient cooperation between all departments
Call Center Executive Education and Training
Call center agents don't need more than a high school degree to obtain initial employment within a call center. Reaching the executive level, however, takes years of call center experience. Some call center executives may have a bachelor's degree in business administration or management, but it isn't a requirement.
Call Center Executive Salary
According to Glassdoor, the average salary for call center executives is $50,000. Those at the bottom of the scale make $48,000, while those at the top of the scale make $52,000.
Call Center Executive Resources
If you think a career in the customer service industry is for you, check out the following list of resources: National Association of Call Centers - Started in 2005, the National Association of Call Centers is an organization dedicated to improving and maintaining a high standard of quality in the work environment for call center employees around the country.
Call Center Network Group - Part of being a successful call center executive is networking with others in the industry to stay on top of the latest trends. The Call Center Network Group is the perfect organization for achieving that goal.
CallMiner - CallMiner provides products and enterprise services to call centers, but the reason they're on this list is their excellent company blog. It is a great resource for those in call center management, including call center executives.
Fonolo - Fonolo is a wonderful blog for all levels of call service professionals. It is updated regularly with customer service tips and real-world call center case studies to back these tips up.
Call Center Management on Fast Forward: Succeeding in the New Era of Customer Relationships - This book is the go-to reference book for many call center executives, as it contains actionable tips to easily make one a better manager.
Customer Service Cover Letter Examples
