CV / English / Contact Center Supervisor

Personal Information

• Name: Emily Carter
• Address: 145 Second Avenue, Suite 400, Anytown, AZ 85004
• Phone: (555) 123-4567
• Email: [email protected]

Brief

A dedicated and experienced Contact Center Supervisor with over 7 years of experience in managing diverse call center teams. Proven track record of improving customer satisfaction, team productivity, and effectively managing operational costs. Adept at developing and implementing strategies, workflows, and processes that enhance service delivery.

Core Competencies

• Leadership and Team Management
• Performance Analysis and Improvement
• Customer Service Excellence
• Process Optimization
• Conflict Resolution
• Training and Development
• Excellent Communication Skills
• Budget Management

Technologies and Certifications

• CRM Software: Salesforce, Zoho CRM
• Call Center Software: Five9, Avaya
• Analytics Tools: Google Analytics, Tableau
• Certifications:
  • Certified Call Center Manager (CCCM)
  • Professional Communication Certification

Professional Experience

Senior Contact Center Supervisor Tech Solutions Inc., Anytown, AZ March 2018 - Present - Led a team of 50+ contact center agents, achieving a 20% improvement in customer satisfaction scores. - Implemented new call center technologies that increased call handling efficiency by 15%. - Developed and executed training programs leading to a 25% productivity increase among new hires.

Contact Center Team Lead Customer Connect, Anytown, AZ June 2015 - Feb 2018 - Managed day-to-day operations of a 30-agent team, ensuring adherence to performance standards. - Acted as an intermediary between the team and management, facilitating effective communication and problem-solving. - Coordinated with the IT department to resolve technical issues, reducing average call handling time by 10%.

Education and Training

Bachelor of Science in Business Administration University of Arizona, Tucson, AZ Graduated: May 2015

Leadership Training for Management Success Leadership Academy, Online Completed: November 2017

Referees

Jordan Miles Director, Tech Solutions Inc. Email: [email protected] Phone: (555) 987-6543

Alexa Reed Former Manager, Customer Connect Email: [email protected] Phone: (555) 234-5678