Over 6 years experience in call center management delivering operational excellence through strategic planning and execution, increasing clients and customers satisfaction through continuous process improvements. Highly skilled in training and supervision of customer service representatives. Knowledge in all aspects of call center management. Proven ability to lead and work with multiple business groups. Able to create and conduct training programs. Outstanding presentation, motivation, and communication skills. Extensive knowledge of Microsoft Office, SQL, Data Analysis, Reporting, ACD phone systems, Noble system, and Five9.
