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DialAmerica - Assistant Manager of Contact Center Operations Resume Example

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Paisley Bryant
XXXXX XXXXXXXXXXXX XXXXX, Poway, CA 92064
Ph: XXXXX XXXXXXXX
XXXXXXXXXXXXXXXXXXXXX
Summary

Dedicated prospect looking for a position in a fast growth company.Bringing over 14 years of combining management in sales and customer serviceexpertise within an in-bound and out-bound call center.  Blends afriendly, professional demeanor with hands-onexperience in sales and operations support to offer employers a track record ofdelivering on tasks accurately, efficiently, and quickly. Known for providingbest-in-class customer service and communications in a variety of businesssettings.

Skills
  • Sales and Marketing
  • Speaking
  • Active Listening
  • Administration and Management
  • Coordination
  • Monitoring
  • Judgment and Decision Making
  • Writing
  • Time Management
  • Instructing
  • Complex Problem Solving
  • Systems Evaluation
  • Learning Strategies
  • Personnel and Human Resources
  • Education and Training
  • Operations Analysis
  • Troubleshooting
  • Quality Control Analysis
Experience
Assistant Manager of Contact Center Operations Oct 2010May 2015 DialAmerica, Inc San Diego, Ca
  • Responsible for the production and quality for 8-12 Staff members and 50 to 80 sales agents.
  • Training, developing and retaining effective Staff. 
  • Conducting weekly monitor sessions with staff members to analyze and improve training sessions, residual seminars, interviews, Agent PCs, and the Contact Center environment.
  • Meeting daily and weekly with management staff to communicate results against key performance indicators and set objectives.
  • Creating and facilitating Individual Development Plans and conducting formal evaluations for all direct reports.
  • Proactively identifying, communicating and resolving area of opportunities within assigned shifts/Contact Center floor(s).
  • Initiating consistent communication with the Recruiting and Retention Manager to discuss recruiting and retention needs.
  • Overseeing the implementation and execution of daily/weekly task requirements for effective and efficient Contact Center floor operation.
  • Ensuring effective communication between Operations, client and the account teams.
  • Conducting Client monitoring sessions and calibration sessions with Sales/Account Teams and Clients.
  • Ensuring that the Contact Center, Corporate andclient performance goals and expectations are being met.
  • Coordinating the successful start-up of all programs.
  • Assisting other Contact Centers in launching or crosstraining programs.
Shift Manager/Assistant Branch Manager Apr 2006Oct 2010 DialAmerica, Inc San Diego, CA
  • Responsible for the production and quality of 4 staff members and 30-50 sales agents.
  • Teaching, training, and motivating reps to exceed set performance expectations for production, hours, and quality.
  • Maintaining an acceptable retention percentage as dictated by corporate standards.
  • Training, developing and retaining effective Staff.
  • Implement and execute coaching daily, weekly, monthly and quarterly coaching duties. 
  • Conducting weekly monitor sessions with staff members to analyze and improve training sessions, residual seminars, interviews, Agent PCs, and the Contact Center environment.
  • Meeting daily and weekly with management staff to communicate results against key performance indicators and set objectives.
  • Creating and facilitating Individual Development Plans and conducting formal evaluations for all direct reports.
Assistant Branch Manager Oct 2004Apr 2006 DialAmerica, Inc San Diego, Ca
  • Implement and execute coaching daily, weekly, monthly and quarterly coaching duties.
  • Teaching, training, and motivating reps to exceed set performance expectations for production, hours, and quality.
  • Maintaining an acceptable retention percentage as dictated by corporate standards.
  • Communicating with Shift Manager and RRS regarding rep profile and retention issues.
  • Demonstrating a basic understanding of quality and verification guidelines.
  • Ensuring that the floor is meeting all branch, divisional, corporate, and client expectations.
Trainer/Supervisor Aug 2003Oct 2004 DialAmerica, Inc San Diego, Ca
  • Conduct proficient training classes for new personnel to ensure the maintenance of high standards of rep development.
  • Responsible of the production and quality of all presentations and sales techniques in order to achieve all daily, quarterly and annual sales quotas.
  • Successfully retained 95% of all new hires for two consecutive quarters.
  • Applying various sales strategies to maintain our relationships with our existing clients and to appeal to our future clients as well.
Sales Agent Nov 2002Aug 2003 DialAmerica, Inc San Diego, Ca
  • Making outbound calls for the client, Computer data-entry for credit cards.
  • Exceeding daily performance goals set forth by the client in high energy sales environment: SPH and Hours Attainment, Conversion, LUPH and cancellation percentage.
Security Officer Aug 2001Oct 2002 ASI Sterling Security
  • Identify, investigate, or resolve security breaches.
  • Write or review security-related documents, such as incident reports.
  • Communicate security status, updates, and actual or potential problems, using established protocols.
Cashier Jul 2000Feb 2001 Chevron San Diego, Ca
  • Opening store, Checking and cleaning gas pumps and interior of store.
  • Receive payment by cash, check, credit cards, vouchers, or automatic debits.
  • Issue receipts, refunds, credits, or change due to customers.
  • Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change.
  • Stock shelves, and mark prices on shelves and items.
  • Earned employee of the month award for three separate months.
Education
High School Diploma Jun 2000 Scripps Ranch High School San Diego, CA.
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Resume Details

This is a real resume for a Assistant Manager of Contact Center Operations in Poway, California with experience working for such companies as Dialamerica, Inc, Asi Sterling Security. This is one of the hundreds of Assistant Manager of Contact Center Operations resumes available on our site for free. Use these resumes as templates to get help creating the best Assistant Manager of Contact Center Operations resume.

Previous Companies:

  • DialAmerica
  • Inc
  • ASI Sterling Security

Previous Job Positions:

  • Assistant Manager of Contact Center Operations
  • Shift Manager
  • Assistant Branch Manager
  • Trainer
  • Supervisor

Schools:

  • Scripps Ranch High School

Level of Education:

  • High School Diploma

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