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Call Center Director Resume Samples
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0-5 years of experience
Consolidated eight individual regional call centers into one divisional call center in one location.
- Implemented standardized benchmark process which led to more accurate results tracking.
- Increased collections for FY12 & FY13 30,000 units.
- Revenue increased by $7.5 Million in FY12 & FY13 due to increased collections
- Only Call Center to finish FY13 under budget by 13% with operating costs.
- #1 Call Center in Appointments per Hour and Productive Donations per Hour in FY12 & FY13 across the country.
- Functionalized the call center leads in order to create efficient coaching process which helped produce better Telemarketing results.
- Helped develop new calling strategy which maximized efficiency and reduced calling.
0-5 years of experience
Planned, organized, and executed the complete restructuring of the national inbound call center
- Developed and launched new training programs to boost employee retention and productivity
- Instituted call quality management systems to improve customer services ratings
- Authored and introduced new scripts resulting in a 50% decrease in talk time
- Implemented effective strategies to successfully increase call completion rates by 27%
6-10 years of experience
Responsible for directing the activities of the Customer Service, Telemarketing/Lead Generation and Appointment Setting Departments for the largest wholesale mortgage banker in the Midwest. Duties included; meeting/exceeding sales goals, ensuring customer care delivery metrics, staff recruiting, new-hire/refresher training, performance reviews, payroll, budget and monitoring the line management.
- Successfully created and delivered a Call Monitoring Program that increased the amount of leads generated by 47% for the Outbound Telemarketing Agents.
- Established and implemented management performance initiatives that resulted in creating new operating metrics for the Customer Service Department.
- Improved the operating ACD metrics for the Inbound Customer Service Agents to capture 95% of all calls within 25 seconds. This accomplishment is the best in company history.
- Designed, produced and implemented the first Sales Training Module in the history of the company.
10+ years of experience
Brand and business development for upscale established Customer Service company’s through the internet, advertising, social media, and networking. Directed and supervised daily management of company’s customer service and client retention, call center, and sales departments.
- Created company’s mission and developed realistic business objectives. Established procedures and policies governing customer appointments. Increased monthly sales by 35%.
- Directed and/or managed all activities associated with Call Center operations, including developing and implementing policies and procedures on systems.
- Developed and implemented appropriate sales and marketing programs to meet current and future customer needs.
- Established and implemented performance and service standards.
- Developed and implemented process and/or operational improvements to enhance efficiency and effectiveness of operations.
- Ensured productivity met or exceeded service and quality standards.
0-5 years of experience
Full budget ($24MM), P&L and leadership role responsible for 350+team members in a call center. Accountable for a $3.5B auto portfolio including the portfolio performance, compliance, servicing, operations, collections and fraud oversight. Responsibilities include development of strategies, and execution of those strategies, performance management, leadership development, culture building, and setting short and long term business objectives for the operation.
- Involved to the design and development of an innovative collection model focused on ownership that led to a 30% decrease in company DQ YOY ($660M), 50% decrease in losses YOY ($552M) or 35% better than 2010 plan in an attiring auto portfolio.
- Took second lowest performing site in company to a top performing site in4 months by driving improvement in key operational effectiveness metrics.
- Coached collection managers on leadership principles and approaches to harness the optimal behaviors for driving results.
- Elected into [company name]’s Latino Leadership Program.
- Nominated to the Young Hispanic Corporate Achiever Program.
6-10 years of experience
Planned, developed, and implemented a start up call center for inbound and outbound customer service and sales
- Started with 10 agents and built the center to over 150 agents by 2002
- Installed one of the first “aggressive” dialing systems in 1998 and increased productivity by 80%
- Responsible for creating marketing literature for B2B lead generation
- Developed all sales training materials
- Developed sales techniques of each sales representatives to drive revenue
- Hired and trained new management as the company grew in size
0-5 years of experience
Provided strategic and tactical expertise for creative marketing programs (In/outbound telemarketing, newsletters, canvassing, direct mail, home shows and website development) which effectively positioned the company as a catalyst for bridging the gap between traditional marketing concepts.
- Established roles and responsibility platforms that clearly defined tasks and improved overall organization and productivity.
- Developed strategy and training programs that stream lined customer retention from 35% to15% which established hyper growth and ensured high levels of customer satisfaction.
- Trained owners and managers on how to build organizations through human resource functions, such as ideal recruitment, performance evaluations, meeting management, incentive programs and setting of goals.
- Analyzed to operations of small to medium size organizations (1-8 million dollar organizations). Ensuring accounting systems provide owners and management with accurate numbers so they can measure the success of their organization.
- Developed and implemented the company’s call center programs from startup.
0-5 years of experience
Managed all departments from Customer Service to Sales, Marketing, Recruiting and Human Resources.
- Maintained sales goals through-out the year and maintained motivation with staff to ensure quality work.
- Assisted in the interview process with Supervisors to hire top quality agents.
- Controlled all activities involving Managers, Agents and Supervisors.
- Reviewed daily, weekly and quarterly goals with staff.
- Forecasted future changes on the business based on previous trends.
- Managed call center budget and analyzed and controlled expenses of the call center.
- Ensured the outbound and the inbound call center quality standards are 100% reinforced daily.
6-10 years of experience
Managed complex calendars, screened and prioritized calls, delegated tasks and arranged cost-effective travel for Director, Ops Manager and Associate Directors.
- Created timely updates for organizational chart, departmental contact list, calendar and Associate Director reports.
- Reconciled expense reports and invoices.
- Recorded and distributed meeting minutes, sales leads, product launches and various onsite and offsite events, including recognition events. Managed logistics for out-of-town executives. Created PowerPoint presentations and Excel spreadsheet documents.
- Took numerous online company classes and earned bonuses amounting to approximately $7,000, annually.
- Saved the company several thousand-dollars on annual event costs resulting in an award.
0-5 years of experience
Managed a call center with 30 employees, including sales, compliance, and coaching teams for a financial education and debt elimination company.
- Analyzed performance data to identify opportunities for improvement.
- Reorganized work flow and reallocated staffing to increase sales, decrease costs, and improve KPI’s.
- Hired, terminated, and trained personnel to fit new job descriptions.
- Improved morale and performance in the midst of major changes to the business and uncertainty in the industry.
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
