Call Center Supervisor

Posted on: 2006-06-05

DANA CRAMER 47 STILL ROAD POUGHQUAG, NY 12570 (845) 724-3499 (352) 425-8363 Profile: Dedicated, goal-oriented, highly organized individual with a proven track record, which includes training and developing a team within a high volume Call Center environment with a consistent advancement record, project management, and team building skills necessary to excel in a Fortune 500 environment. Employment: Citrus County Property Appraiser’s Office Nov. 2005-May 2006 Crystal River, Fl. Public Service Specialist Responsibilities include assisting property owner’s with their Homestead Exemption while following the Florida statutes applicable, assisting the general public with public information regarding property, taxes, maps, and website access. Follow through with other departments when there is a concern that a homeowner may have regarding taxes or assessment values. DialAmerica Telemarketing August 2005-November 2005 Ocala, Fl. Assistant Branch Manager Responsible for training of all new hires for the branch and assisting the manager with daily operations which include monitoring, coaching, corrective action, development of team members and statistical reporting to meet productivity goals and budgetary guidelines. Cingular Wireless February 2005- August 2005 Ocala, Fl. Customer Care Specialist Responsible for assisting wireless telephone customers with billing, technical issues, services available and offering features and upgrades. Cablevision Nov. 2000- Nov. 2004 Newark, N.J. Call Center Supervisor Responsible for supervision of 15-20 Customer Service Representatives, which includes training, motivating, evaluating, counseling, annual reviews, and corrective action as well as statistical reporting of daily and monthly team performance in accordance with the call centers budgetary goals. Selected to participate with the Business Planning Team as the Supervisor for the Staffing and Traffic Department and participated in the review of the budget to plan staffing based on call volume forecasts monthly. Identified as the Project Leader for the training aspect of the Call Center Integration Project, which encompassed training all CSR’s to work in a “virtual” call center. Recipient of the Quality Assurance Award for two years for my commitment to monitoring and coaching the team to surpass the company goals for superior customer service. Cablevision Feb. 1993- Nov. 2000 Randolph, N.J. Senior Dispatcher Promoted to Senior Dispatcher in 1996 after working as a CSR specializing in billing and sales. Dispatch responsibilities included assisting technicians in the field. Developed and implemented a Customer Call Back Program to ensure quality customer service between Field Service and Dispatch. This system was tested in Randolph and rolled out to all systems after the pilot was successfully tracked by evaluating both customer and employee feedback. Education: Bronx Community College, Bronx, N.Y. References furnished upon request