Call center resume samples and formats

Call center resume samples and formats

ABC Consultancy Service Pvt. Ltd., New Delhi, India (Dec 2009 – Jan 2011) as Manager (Operations).

- Timely delivery (coordinating with onsite/ off-site team depending on the need) of the project and complete customer satisfaction.
- Training and or motivating, coaching and delivering 1-2-1’s
- Ensuring high quality deliverables and smooth day-to-day operations of projects.
- Resolving all project-related client and team issues.
- Motivating the project team members to perform at their highest level.
- Managing Project P&L and ensuring project profitability.
- Ensuring service targets are met consistently through the predefined productivity norms within the defined costs, time and quality parameters.
- Coach team members regarding their performance and suggest and implement corrective actions as required.
- Analyze MIS reports; identify trends and take appropriate action on the same.
- Responsible for Team Engagement & Controlling attrition.

ABC Financial Services Software BPO Ltd , Gurgaon, Haryana (Feb 2006 – Dec 2009) designation as Quality Analyst since June 2007.

- Completed Green Belt Six Sigma Project to increase Promise to Pay percentage per contact in Mortgage collection.
- Trained in SPSS and Minitab.
- Yellow Belt Six Sigma (Certified) from Oracle Financial Services Software BPO Ltd (i-Flex BPO Services Ltd), (2008). Successfully completed project to increase Promise to Pay Kept

percentage of the process.
- Mentored Four Yellow Belt Six Sigma projects which are two projects on Reduction of Auto Zero, Reduction of defects in closing section of the call and Reduction of defects in professional &

empathy section of the call.
- Trainer for Six sigma Yellow Belt program. Training and or motivating, coaching and delivering 1-2-1’s.
- Transaction monitoring and feedback for Mortgage process.
- Responsible for Compliance Audit for the operation team.
- Prepare and communicate to all concerned about Audit findings, audit conclusions and Audit Reports in total to trigger improvement actions.
- Follow up audits to ensure non compliances reported are closed and effective Actions Taken.
- Contributed in Improving Customer Satisfaction Index.
- Acted as Documentation Control Officer for the process.
- Assisted in Improvement Programs - Data Collection and sorting
- Conducting PKT (process Knowledge Test) for the process and rollout scores with action plan for under performers.
- Conducting Process training for Mortgage customer service and collection for new hires and for the floor as refresher.
- Responsible for QA induction for New Hire in the process.
- Complying Weekly and Monthly reports like Process quality scores, MTD 4 Blocker, Improvement Plan and Dashboard data.
- Create weekly and biweekly report for the management like Section Wise, Auto Zero, Feedback and Call wise.
- Coordinate External and internal calibration with the client and inter department.
- Maintain attendance record and Create Weekly Roster for the department.
- Manage and motivate a team of Associates to ensure high performance levels.
- Manage customer expectations - Set up a communication rhythm with the clients, send reports according to the agreed method and communicate necessary information.
- Actively involved in bringing around “Quality Culture” in the organization.
- Created Quality manual for the department.
- Team member for the internal ISO 9000 Audit for the process.
- Supervise team and achieving given targets. Taking escalated calls from client and support the operation team for process improvement plans.
- Worked at client unit as OJT program for one month gave training for the process .And supervised the floor.
- Interacting with the client on all process changes and the implementation of the same, taking part in conference calls to monitor process performance.