123 Elm Street, Bossier City, LA 71111
Home: 318-555-5555, firstname.lastname@example.org, mobile: 318-444-4444
CONTACT CENTER MANAGEMENT
Results-driven professional with significant experience in
development and execution of winning operations strategies in
advancement of top-level corporate objectives. Dynamic leader with a
commitment to excellence; accomplished in program management and
operational streamlining. Reputation for advancing successful
business initiatives, leveraging core strengths, and working
diligently to ensure peak operational performance.
ABC DEPOT, Bossier City, LA, 20xx-20xx
Manager of Customer Contact Center: Managed the
overall call center functionally, sales, service, and
installation process support for 1,300 ABC Depot stores. Led a
team of eight direct supervisor and over 500 associates to
meet/exceed store profitability, call center statistics, and
other performance indicators across the call center.
Oversaw the center's profit and loss statement for a
$3.2 million dollar plan.
Attracted, hired, and developed supervisors as well
as quality assurance, workforce, and human resources
associates. Monitored, coached, and evaluated employee
performance across all business units in the center.
Successfully met all full-time employee performance
requirements across all business units.
Exceeded the center's sales plan by 49% in 20xx and
23% in 20xx.
Resolved critical installed-sales issues in support
of all stores.
Successfully implemented call center support for all
markets through site visits and delivery of comprehensive
Managed escalated installation issues across
supported stores. Ensured complete customer satisfaction
through delegation of critical issues to appropriate support
associates for resolution and follow-up.
Liaised between the central installed installed-sales
team, multiple stores, installers, and customers to maximize
BCD Enterprise, Bossier City, LA, 20xx-20xx
Customer contact Center Manager: Directed five
distribution facilities and a staff of five managers with 55
indirect reports. Served as project manager for all capacity
expansion projects, consolidations, and relocations. Developed
and managed expense budget of $2.8 million and a sales budget of
$8.3 million. Ensured compliance with all standards and
Proposed and facilitated creation of the Senior
Sales Manager position. Eliminated redundancy in the
managerial hierarchy and reduced costs by $125,000.
Served as talent in the "Train the Trainer" video
series designed to develop management skills.
Rerouted the distribution network for NC, which
improved coverage while reducing costs.
VALUE ADDED SKILLS & KNOWLEDGE
Otis Distance University Program ~
McKesson Merchandising for Excellence
Harris Teeter Accelerated Management ~ Developed Program ~ Scott
Cornell University Home Study Program ~ Food Lion Management
Development Program ~ Stroh's Marketing & Sales Seminar
AS400 BPCX, MS Windows, Excel,
Outlook, PowerPoint, & Word