Call Center Consultant 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 consultant position with “Budget Mobile” to solve problems of staff members, management, and customers with my technical, communication and people skills.

Summary of Skills:

  • Excellent experience in solving technical problems in smart phones
  • Strong project management experience with abilities to handle multiple tasks at same time
  • Outstanding customer support, computer, and people skills
  • Ability to write business letters, proposals, and other documents
  • Skilled in translating technological ideas into operations
  • Superior business analysis and finance control skills

Work Experience:

Call Center Consultant
Dungeon Call Center, Hilliard, OH
September 2013 – Present

  • Analyzing volume of incoming and outgoing calls and improvising communication network system
  • Reviewing and reducing operating cost and enhancing customer service
  • Suggesting management in outsourcing certain process to save labor cost
  • Gathering supporting data and conducting gap analysis and preparing road map
  • Evaluating customer request and complaints and providing advice to callers
  • Interfacing with clients, tell-callers, and management for improving process
  • Solving minor technical problems through phone calls and scheduling visit with technician

Call Center Head
Dungeon Call Center, Hilliard, OH
March 2012 – August 2013

  • Established and implemented customer relationship management strategies
  • Reviewed and improved company’s organizational structure
  • Drafted business process design and optimized workflow and call routing
  • Conducted root cause analysis of products and trained staff in performance improvement
  • Measured and enhanced customer satisfaction through survey and data collection
  • Ensured call center operations meet budget and objectives

Education:

  • Bachelor’s Degree in Electronics
    Hillard University, Hilliard, OH
    2011

Reference:

On request.