Call Center Analyst Resume

[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.