Call Center Analyst
Writing a great call center analyst resume is important because it is one of the first things a potential employer will see when they are considering you for a position. It is your opportunity to make a good first impression and sell yourself as the best candidate for the job.
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If you're looking for inspiration when it comes to drafting your own call center analyst resume, look no further than the samples below. These resumes will help you highlight your experience and qualifications in the most effective way possible, giving you the best chance of landing the call center analyst job you're after.
Resume samples
Nalani Durda
nalani.durda@gmail.com | (126) 955-9245 | 14506 S. Pulaski Rd, Chicago, IL
Summary
I am a Call Center Analyst with over 3 years of experience. I have expertise in analyzing call center data, identifying trends and recommending process improvements. I am also well-versed in managing call center operations and ensuring compliance with quality standards. My excellent communication skills allow me to effectively interact with customers, staff and management.
Experience
Call Center Analyst at Aon, ILApr 2022 - Present
- Reduced abandoned calls by 15% through process improvements.
- Increased first call resolution rate by 10%.
- Implemented new quality monitoring procedures that improved customer satisfaction scores by 3%.
- Trained 20 new employees on company's telephone system and software programs.
- Created a set of comprehensive user documentation for the company's CRM system.
- Presented findings from analysis of customer service data to management team, leading to implementation of changes that increased sales conversions by 2%.
Call Center Analyst II at Boeing, ILAug 2019 - Mar 2022
- Answered an average of 85 calls per day, with a 90% satisfaction rating from customers.
- Monitored agents' performance and provided feedback to help them improve their skills.
- Trained new hires on company procedures and call center software.
- Created monthly reports detailing call volume, abandoned calls, agent productivity, and other metrics.
- Implemented a new system for tracking customer complaints that reduced resolution time by 20%.
- Worked closely with the IT department to resolve technical issues affecting the call center.
Education
High School Diploma at Highland Park High School, ILSep 2015 - May 2019
I've learned how to study for and take tests, how to do research, and how to manage my time.
Skills
- Communication
- Customer Service
- Data Entry
- Microsoft Office Suite
- Telephone Etiquette
- Time Management
Maryjane Willich
maryjane.willich@gmail.com | (121) 720-9980 | 803 W. South Street, Kokomo, IN 46901
Summary
I am a Call Center Analyst with over three years of experience. I have worked in various call centers and have gained a wealth of knowledge in the industry. I am well-versed in all aspects of call center operations and possess excellent analytical skills. I am able to identify problems and offer solutions that improve efficiency and productivity. My goal is to provide superior customer service while maintaining high levels of operational excellence.
Experience
Call Center Analyst at TelePerformance, INJun 2022 - Present
- Answered an average of 120 calls per day, with a 90% satisfaction rating from customers.
- Trained new employees on company software and call center best practices.
- Implemented a new data entry system that increased efficiency by 20%.
- Negotiated discounts with vendors that saved the company $5,000 per year.
- Developed a reporting system to track customer complaints which reduced repeat complaints by 30%.
- Wrote user manuals for all company software programs.
Call Center Analyst II at Concentrix, INJul 2019 - Apr 2022
- Answered an average of 120 calls per day, with a 90% satisfaction rating from customers.
- Resolved customer complaints 85% of the time on first call.
- Cross-sold products to 20% of customers during calls.
- Trained 5 new employees on company's CRM software.
- Consistently met or exceeded monthly performance goals for sales, quality assurance scores, and attendance.
Education
High School Diploma at Ben Davis High School, Indianapolis, INAug 2014 - May 2019
I've learned how to read, write, and do math.
Skills
- Communication
- Customer Service
- Data Entry
- Microsoft Office Suite
- Call Center Software
- Telephone Etiquette