Call center
Resume examples

Maintain strict KPI and customer service standards through stringent training and controls of agents. Monitor and update annually the robust employee training and development program.

• Improved the average customer interaction in high-volume customer service call center by creating and implementing universal call center agent scripts.
• Recommended initiatives to improve customer experience while increasing call center agents’ performance metrics (KPI) by up to 50%.
• Initiated process to increase awareness of promotional events during each customer phone call, earning $50k more revenue than anticipated during annual event.

Complex role requiring strong communication and crisis management skills to deliver impeccable service to customers.

• Managed incoming and outgoing calls from the center to keep customers informed on latest product offerings and updates.
• Provided remote assistance to clients to help them navigate the company website and new products.
• Collaborated with other team leads within the department to improve customer service policies and quality.
• Oversaw onboarding processes for new hires and ensured adherence to established standards.

Maintain strict KPI and customer service standards through stringent training and controls of agents. Monitor and update annually the robust employee training and development program.

• Improved the average customer interaction in high-volume customer service call center by creating and implementing universal call center agent scripts.
• Recommended initiatives to improve customer experience while increasing call center agents’ performance metrics (KPI) by up to 50%.
• Initiated process to increase awareness of promotional events during each customer phone call, earning $50k more revenue than anticipated during annual event.

Anticipate customer requirements and recommend appropriate actions for service providers and customers alike. Develop training plans for staff members to ensure industry and professional growth. Responsible for the resolution of escalated customer issues.

• Updated workflows to ensure 15% greater accuracy in service delivery for all product lines.
• Supervise employee interactions with clients’ end users to ensure a positive customer experience.
• Trained new staff on products, standards, and procedures, periodically developing and implementing updated department standards to ensure greatest success of customer service delivery.
• Handle calls during high call volume periods and/or when the need arises.

Answer customer questions and resolve problems with members’ accounts in a timely manner, earning majority positive (94%) customer feedback. Maintain knowledge of all state and federal regulations that are applicable to the transactions performed.

• Mastered product knowledge to upsell compelling product offerings and earn additional monthly revenues of up to $3,000.
• Promoted special store items or promotional events and products to upsell and boost average customer spend by $80 per customer.
• Won “Employee of the Month” three times in one year.
• Exceeded quarterly goals every quarter.

Quickly respond to customer email and chats to supply information, answer questions, confirm or schedule appointments, and confirm customer information. Ensure that all incoming sales inquiries are answered promptly, professionally, and according to script.

• Reduced overall call time from 20 to 10 minutes by writing and implementing new script with more streamlined call focus.
• Use mutual database to log customer information and reduce database clutter by consolidating information.
• Conduct customer service and surveys over the phone and accurately record responses.