CV / English / Call Center Supervisor
Personal Information
- Name: Alex Rivera
- Address: 254 Sunnydale Blvd, Phoenix, AZ 85001
- Email: [email protected]
- Phone: 480-555-0119
Brief
A dedicated and results-oriented Call Center Supervisor with over 7 years of experience in managing call center operations, enhancing customer service protocols, and leading teams towards exceeding performance targets. Known for exceptional leadership abilities, strong communication skills, and a knack for developing strategies that improve operational efficiency.
Core Competencies
- Leadership and Team Management
- Performance Analysis and Reporting
- Quality Assurance Standards
- Staff Training and Development
- Call Center Operations Management
- Customer Satisfaction Enhancement
- Problem Resolution
- Process Improvement Strategies
- Tech-Savvy Operational Support
Technologies and Certifications
- Proficient in Call Center Management Software (Zendesk, Five9)
- Microsoft Office Suite
- Data Analysis Tools (Excel, Google Analytics)
- Certified Call Center Manager (CCCM) – 2020
- Advanced Leadership Training Certificate – 2018
Professional Experience
Senior Call Center Supervisor – Tech Solutions Inc., Phoenix, AZ March 2018 – Present - Managed a team of 50+ call center agents, ensuring high levels of customer service and satisfaction. - Implemented new customer service protocols which increased customer satisfaction rates by 25%. - Developed and conducted training programs for new hires and existing staff, leading to a 15% increase in team performance. - Oversaw daily operations, maintaining efficient workflow and meeting all performance metrics.
Call Center Team Leader – Customer Connect, Phoenix, AZ January 2015 – February 2018 - Led a team of 30 call center agents, achieving and exceeding set performance targets. - Facilitated weekly team meetings to review performance and address areas for improvement. - Assisted in the development of customer service strategies to enhance overall customer experience. - Played a key role in the implementation of a new CRM system, improving data management and customer interaction.
Education and Training
Bachelor of Science in Business Administration University of Arizona, Tucson, AZ Graduated: May 2014
Managerial Leadership Program American Management Association Completed: October 2016
Referees
Michael Thompson Director of Operations Tech Solutions Inc. Email: [email protected] Phone: 480-555-0203
Samantha Lee HR Manager Customer Connect Email: [email protected] Phone: 480-555-0345