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