CV / English / Call Center Manager
Alex Rivera
123 Virtual Lane, Tech City, InfoState, 45678
Phone: (555) 123-4567
Email: [email protected] LinkedIn: linkedin.com/in/alexrivera
Dynamic and result-oriented Call Center Manager with over 8 years of experience managing efficient customer service operations. Proven track record of improving customer satisfaction rates, enhancing team productivity, and implementing cutting-edge call center technologies. Skilled at developing and executing operational strategies that drive customer loyalty and streamline processes. Looking to leverage extensive expertise to lead a customer-focused team towards exceeding service excellence.
- Leadership and Team Management
- Operational Analysis and Strategy Implementation
- Customer Satisfaction Enhancement
- Conflict Resolution and Problem Solving
- Process Optimization
- Performance Reporting
- Budget Management
- Training and Development
- Proficient in Call Center Technology (Zendesk, Cisco, Avaya)
- Expert in CRM Software (Salesforce, Microsoft Dynamics)
- Advanced MS Office Suite
- Certified Call Center Manager (CCCM)
- Project Management Professional (PMP) Certification
XYZ Communications - Call Center Manager, Tech City, InfoState (2016 - Present)
- Led a team of 50+ customer service representatives, achieving a 20% increase in customer satisfaction.
- Developed and implemented performance metrics that reduced average call handling time by 15%.
- Facilitated training programs that enhanced team skills resulting in a 30% improvement in productivity.
ABC Tech Solutions - Assistant Call Center Manager, InfoCity, DataState (2013 - 2016)
- Assisted in managing daily operations of a 35-member customer service team, increasing team efficiency by 25%.
- Played a key role in the development of a knowledge base that reduced training time by 40%.
- Implemented customer feedback mechanisms that led to a 10% decrease in customer complaints.
Bachelor of Science in Business Administration, Major in Management University of Tech City, Tech City, InfoState, 2010 - 2014
Certified Call Center Manager (CCCM), 2015
Project Management Professional (PMP), 2016
Jane Smith Director of Customer Service XYZ Communications [email protected]
Mike Johnson Senior Manager ABC Tech Solutions [email protected]