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]