[First Name] [Last Name]
Contact Address: [street]
[Country] [City] [State/Province] [Zip Code]
Contact Number: (012)-345-6789
Email Address: [[email protected]]
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Career Objective:
Looking for a call center analyst position at an IT support company to perform business requirements analysis, creating business applications, and improving performance.
Summary of Skill:
- Extensive knowledge of call center policies, requirements, and work procedure
- Excellent administrative, managerial, and organizational skills
- Strong communication skills, and computer skills
- Skilled in assessing business requirements and developing business applications
- Excellent programming skills in C++, Java, Perl, .Net, PHP, HTML, DHTML, XML
- Excellent telephone mannerism with superb voice quality
- Sound knowledge of basic accounting principles
Work Experience:
Call Center Analyst
Emerald Telecommunication Services, Buffalo, NY
August 2013 – Present
- Monitoring and analyzing daily call records and planning staffing levels
- Developing and maintaining effective models for drawing forecast
- Analyzing data and preparing reports for internal circulation and use
- Assigning workstation to each executive and protecting it with voice-mail passwords
- Taking weekly meetings of all the departments and discussing optimization of performance
- Training team members of on using reporting tools and metrics
Call Center Analyst
Sunsire BroadBand, Buffalo, NY
March 2012 – July 2013
- Provided technical support to clients for broadband services
- Prepared budget for the call center and ensure cross-functional departments abide by
- Developed new processes to address clients’ issues and monitor their effectiveness
- Handled escalated issues professionally and ensured customer loyalty
- Collaborated with IT, Finance, HR, Engineering, and Marketing departments for business improvement
- Identified areas with potential for business growth and advised management on benefiting from those opportunities
Education:
-
Bachelor’s Degree in Information Technology
Buffalo University, Buffalo, NY
2011
Reference:
On request.