Call Center Consultant Resume
Call center consultants work with companies having call centers to help solve customers queries and problems. They maintain the database of customers, keep track of daily calls received and made, and improve certain process. They handle problems faced by call center staff. The call center consultants interact with retail customers, employees, and management to solve problems and make effective decisions.
Call Center Consultant Resume Example
Robin B. Moore
1631 Collins Avenue
Hilliard, OH 43026
Phone: 614-787-8327
Email: rbmoore@freemail.com
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.
