Call Center Director
Writing a great call center director 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 director 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 director job you're after.
Resume samples
Burnice Ikerd
burnice.ikerd@gmail.com | (174) 206-4264 | Newark, DE
Summary
I am an experienced Call Center Director with 8+ years of experience in customer service, call center operations, and team management. My expertise lies in driving customer experience strategies and improving operational performance. I have successfully led customer service initiatives, developed and implemented training programs, and managed a team of up to 100 customer service agents. My strength lies in my ability to build relationships and collaborate with cross-functional teams to drive customer satisfaction and loyalty. I am also adept at working with customer service technology, such as ACD/IVR, CTI, and CRM tools. I am confident that I can bring my expertise and skill set to help your organization reach its customer service goals.
Experience
Call Center Director at Amazon, DEJun 2022 - Present
- Led a team of 50 customer service representatives handling inbound and outbound calls.
- Achieved monthly targets for call volume, conversion rates, and first call resolution.
- Implemented new quality assurance procedures that improved customer satisfaction scores by 5%.
- Trained new hires on company policies and best practices.
- Developed relationships with key stakeholders across the organization to ensure efficient communication and collaboration.
Senior Call Center Director at Apple, DEAug 2018 - Apr 2022
- Hired and trained a team of 50 customer service representatives.
- Implemented new call center software that decreased average call length by 30 seconds.
- Negotiated with vendors to lower costs for equipment and services.
- Developed quality assurance program that reduced customer complaints by 25%.
- Led team to achieve 95% satisfaction rating in quarterly survey.
- Won “Director of the Year” award from industry association.
Lead Call Center Director at Google, DESep 2015 - Jul 2018
- Led a team of 50 customer service representatives who handled an average of 200,000 calls per month.
- Trained and developed 5 new supervisors in the call center department.
- Successfully implemeted a new CRM software system which increased productivity by 15%.
- Created and enforced policies that improved first call resolution rates from 60% to 78%.
- Worked with IT Department to develope an automated reporting system for the Call Center which saved 2 hours per day in manual report generation.
- Negotiated discounts with vendors for supplies needed by the Call Center resulting in $5,000 savings per year.
Education
Bachelor of Science in Business Administration at University of DelawareSep 2011 - May 2015
I have learned how to manage and lead a team, how to negotiate and how to market a product or service.
Skills
- Call center operations
- Call center management
- Customer service
- Supervisory skills
- Communication
- Interpersonal skills
- Organizational skills
Kayle Petrina
kayle.petrina@gmail.com | (507) 771-0251 | Atlanta, GA
Summary
I am a highly experienced Call Center Director with over 8 years of experience in the customer service industry. I have extensive knowledge of call center operations and have successfully implemented customer service and sales initiatives that have resulted in improved customer satisfaction and increased sales. My expertise lies in leading teams, optimizing processes, and leveraging technology to increase efficiency, reduce costs, and ensure customer satisfaction. I am a natural leader, with a passion for developing and motivating teams to reach their highest potential. I am committed to providing exceptional service and ensuring that customer needs are met in a timely and efficient manner.
Experience
Call Center Director at Aflac Inc., GAMar 2022 - Present
- Led a team of call center agents to successfully meet or exceed monthly targets for inbound and outbound calls by an average of 5%.
- Improved customer satisfaction scores by 3% on average over the course of 6 months.
- Implemented new processes and procedures that resulted in a 10% increase in first call resolution rates.
- Trained and developed 2 new supervisors who are now successfully leading their own teams.
- Successfully reduced agent turnover rate by 4%.
Senior Call Center Director at The Coca-Cola Company, GAJul 2018 - Jan 2022
- Led a team of 50 customer service agents who handled an average of 100,000 inbound and outbound calls per month.
- Increased call center productivity by 15% through the implementation of new scheduling and performance management practices.
- Reduced customer wait times by 30% through the use of new technology and process improvements.
- Implemented a quality assurance program that reduced customer complaints by 25%.
- Developed and implemented training programs for new hires and existing staff on product knowledge, sales techniques, and customer service best practices.
Lead Call Center Director at Delta Air Lines, GASep 2015 - Jun 2018
- Led a team of 50 customer service representatives who handled an average of 100 calls per day.
- Implemented new call center software that increased efficiency by 15%.
- Trained new customer service reps on company policies and procedures.
- Resolved escalated customer complaints.
- Monitored call center metrics and provided feedback to employees.
Education
Bachelor of Science in Business Administration at Georgia Institute of TechnologySep 2011 - May 2015
I have learned how to manage finances, how to market and sell products and services, and how to lead and motivate employees.
Skills
- Call center management
- Call center operations
- Customer service
- Employee supervision
- Training and development
- Performance management
- Quality assurance