Call Resume Samples

4.7 (69 votes) for Call Resume Samples

The Guide To Resume Tailoring

Guide the recruiter to the conclusion that you are the best candidate for the call job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies

Tailor your resume & cover letter with wording that best fits for each job you apply

Resume Builder

Create a Resume in Minutes with Professional Resume Templates

Resume Builder
CHOOSE THE BEST TEMPLATE - Choose from 15 Leading Templates. No need to think about design details.
USE PRE-WRITTEN BULLET POINTS - Select from thousands of pre-written bullet points.
SAVE YOUR DOCUMENTS IN PDF FILES - Instantly download in PDF format or share a custom link.

Resume Builder

Create a Resume in Minutes with Professional Resume Templates

Create a Resume in Minutes
TS
T Spencer
Tracey
Spencer
483 Judson Mountain
New York
NY
+1 (555) 338 4912
483 Judson Mountain
New York
NY
Phone
p +1 (555) 338 4912
Experience Experience
11/2016 present
Detroit, MI
Senior Call Reviewer
Detroit, MI
Senior Call Reviewer
11/2016 present
Detroit, MI
Senior Call Reviewer
11/2016 present
  • Act as a mentor to Call Reviewers by providing coaching, training and ongoing support to them for call evaluations requiring advanced knowledge
  • Act as mentor to Call Reviewers by providing coaching, training and ongoing support
  • Serve as backup to call quality manager
  • Help manage vendor sites; responsible for hosting meetings, spot checks, reporting and communication
  • Assist Production by floor walking and other tasks to support service levels
  • Perform coaching sessions and/or side by sides with at-risk agents as requested by Production
  • Serve as backup to Call Quality Manager
03/2013 09/2016
Houston, TX
Inbound Call Specialist
Houston, TX
Inbound Call Specialist
03/2013 09/2016
Houston, TX
Inbound Call Specialist
03/2013 09/2016
  • Fun at work! A great culture and environment – Game rooms and lounge area are situated in each floor to encourage a fun and happy workplace
  • Process manual work lists according to operating guidelines, process settled in Full; Paid in Full, Bankrupt accounts
  • 1) Provides accurate and timely response to Internal Amex, outside agencies inquiries, cancelled card members and Debt Purchaser via telephone and/or email
  • A great place to work – We are in the top 10 most admired companies in the world…And the #1 amongst Financial Services
  • 4) Update financial adjustments within designated timeframes to the correct ledgers
  • 2) Process manual work lists according to operating guidelines, process settled in Full; Paid in Full, Bankrupt accounts
  • Provides accurate and timely response to Internal Amex, outside agencies inquiries, cancelled card members and Debt Purchaser via telephone and/or email
07/2010 10/2012
Chicago, IL
Call Screener
Chicago, IL
Call Screener
07/2010 10/2012
Chicago, IL
Call Screener
07/2010 10/2012
  • Gives direction to presenters, content providers, assistants and other crew members
  • Actively manages managers’ daily schedules and calendars
  • Can coach and develop others
  • Works well in a fast-paced environment
  • Manages budgets and ensures the efficient use of resources
  • Proficient in Microsoft Office suite and social networking platforms
  • Researches information, obtains materials and assists with contacting and scheduling guests
Education Education
Bachelor’s Degree in Knowledge
Bachelor’s Degree in Knowledge
The Ohio State University
Bachelor’s Degree in Knowledge
Skills Skills
  • Serve as backup to call quality manager
  • Point out trends in representatives, department, and service performance, address performance concerns with managers, and assist with procedural clarifications, suggestions, and insights
  • Takes calls on a monthly basis to practice phone skills, navigation and product knowledge
  • Handle Call Quality mailbox; responding and actioning emails in a timely manner
  • Act as a mentor to Call Reviewers by providing coaching, training and ongoing support to them for call evaluations requiring advanced knowledge
  • Facilitate new hire presentations, and internal and client calibration sessions to ensure consistency in call quality procedures
  • Facilitate calibration session to ensure consistency in call quality procedures
  • Available to support the Training Department by facilitating classes
  • Serve as backup to Call Quality Manager
  • Serve as escalation point for contested calls or calls requiring advanced knowledge of product lines
Create a Resume in Minutes

15 Call resume templates

1

Call Routing Resume Examples & Samples

  • Basic to intermediate experience with Genesys (or equivalent) Intelligent Routing Platform, CTI, and Technical Call Flows– Configuration Manager (CME), Interaction Routing Designer (IRD), CCPulse, CallCon, ICON/InfoMart
  • Minimum 2 years experience in high volume, multi-site Contact Center environments
  • Familiarity with call center business requirements
  • Proficient in creating business documentation
  • Familiarity with writing and executing test cases (scripts)
  • Practice in executing and modifying existing SQL/Oracle queries is preferred
  • Excellent PC skills - Microsoft applications
  • Proficient in handling multiple responsibilities and tasks simultaneously
  • Demonstrated ability to work in a dynamic, fast paced and demanding environment
  • Fast learner – able to grasp concepts from on-the-job training
  • Bachelors or Technical degree preferred
2

Call Routing Resume Examples & Samples

  • Intermediate to advanced experience with Genesys (or equivalent) Intelligent Routing Platform, CTI, and Technical Call Flows – Configuration Manager (CME), Interaction Routing Designer (IRD), CCPulse, CallCon, ICON/InfoMart
  • Minimum 5 years experience in high volume, multi-site Contact Center environments
  • Practice in creating, executing and modifying new and existing SQL/Oracle queries
  • Bachelors or Technical degree required
3

Canadian Call Centre Resume Examples & Samples

  • Answer and resolve calls from our merchants. Be the one contact for our merchants
  • Ensure timely follow-up on merchants inquiries 100% of the time
  • Troubleshoot technical problems to determine the root cause and provide a viable solution
  • Analyze transactions, deposits, statements and account information in order to resolve and provide solutions for our
  • 1-3 years experience within a supportive/sales environment
  • Ability to work within a rotating shift environment - 24/7/365
  • Familiarity with computers and keyboarding skills - Able to type a minimum of 40 wpm
  • Strong customer focus; with a goal to provide 1st call resolution
  • Strong problem solving and troubleshooting skills
  • Effective listening and analytical skills in order to resolve matters to our merchant's satisfaction
  • High tolerance to learn processes and technical concepts quickly
  • Forward thinker - takes initiatives, challenges the status quo in order to better assist our merchants
  • Exceeds our merchants' expectations
  • Must be able to attend training starting on November 3, 2014. (Training= 6 weeks, 8am-4:30pm M-F)
  • We thank all applicants for their interest in this position, however only successful candidates selected for an interview
4

Call Screener for the Bobby Bones Show Resume Examples & Samples

  • Effective communicator: articulate verbally and in writing, listens carefully, and proactively seeks clarity
  • Detail-oriented: highly organized with strong attention to detail, effectively juggles, prioritizes and plans work activities and uses time efficiently
  • Cool under pressure: ability to expeditiously solve problems, exercise sound judgment, and remain poised in a fast-paced, high-pressure environment
  • Initiative: not only anticipates principals’ needs but proactively searches for how things can be improved
  • Hours 5a – 10a
5

Call Entry Specialist Resume Examples & Samples

  • Knowledge of office applications
  • Drive for learning
  • Great attitude and team player
  • Basic Escalation Management
6

IVR & Call Routing Telephony Specialist Resume Examples & Samples

  • Defining the solution
  • Performing the programming
  • Implementing the solution
  • Building the required technical and operational documentation
  • Responsible for all communications with your client
7

Coord, Call Volume Control Resume Examples & Samples

  • Analyzes and integrates basic data to identify clear patterns or trends and draws reasonable, logical conclusions
  • Reviews current work processes and identifies innovative or creative ways to improve efficiency or effectiveness
  • Facilitates regular meetings with call center management. Trains and conducts orientations for new staff relative to department programs, processes, and procedures and facilitate training sessions for end users
  • Develops contingency plans for contact centers and determines the impact on service levels when staff are added or reduced
  • Reviews relationship between cost and service for contact centers
  • Develops routing solutions to achieve business goals and keeps centers and others informed of progress, issues, and/or problems that could impede goal achievement and suggests workable solutions
8

Senior Call Reviewer Resume Examples & Samples

  • Review calls handled by representatives and rate their proficiency in a number of skills, including understanding of customers´ needs, adherence to procedures, accuracy of information given and communication
  • Deliver effective, constructive feedback to assist in development of representatives' call handling skills
  • Point out trends in representatives, department, and service performance, address performance concerns with managers, and assist with procedural clarifications, suggestions, and insights
  • Maintain a high degree of knowledge on various products for each department by attending training classes, reading manuals, and other emails related to products and procedure updates
  • Takes calls on a monthly basis to practice phone skills, navigation and product knowledge
  • Handle Call Quality mailbox; responding and actioning emails in a timely manner
  • Act as a mentor to Call Reviewers by providing coaching, training and ongoing support to them for call evaluations requiring advanced knowledge
  • Facilitate new hire presentations, and internal and client calibration sessions to ensure consistency in call quality procedures
  • Maintain Department's Standard Operating Procedures
  • Create reporting using Excel and/or PowerPoint as needed for Department stats
  • Internal candidates must have DPS Tier 4 experience and performing at Meets or Exceeds on KPIs; preferably recognized by their manager as an individual with program subject matter expertise
  • Typically requires a minimum of 3 - 4 years of experience in a customer service environment preferably with quality assurance experience
  • Typically has 1 year of experience as a Call Reviewer
  • Excellent listening skills, attention to detail and ability to accurately document customer experience based on set guidelines
  • Must have excellent written and verbal communication skills in English; Bilingual preferred
  • A decisive self-starter who is able to perform with a minimal amount of supervision, and who is flexible and able to work well with a variety of people
  • Solid PC skills in a Windows environment
  • Ability to prioritize work to meet the needs of the business
  • Ability to meet deadlines and daily production goals
  • Knowledgeable of the payments business and VISA operating procedures
  • Knowledgeable of multiple Visa product lines
  • Leadership and interpersonal skills
  • Advanced knowledge of multiple Visa product lines
  • Moderate presentation skills
  • Be able to travel on occasion to support the Quality and Training Departments
9

Lead Call Reviewer Resume Examples & Samples

  • Operates at an EXPERT LEVEL for GCCS DPS services across all tiers and at minimum 80% of all related services
  • Proven strong communicator with engagement experience with senior leadership and preferably: clients and/or account managers
  • Proven strong presenter with experience presenting to senior management groups using MS Office products: Excel, Word & PowerPoint
  • Excellent written and verbal communication skills in English (Bilingual in Spanish preferred)
  • Experience with Lead or Manager level usage in the NICE call recording platform
  • PC skills: Excel, Word & PowerPoint
  • Review calls handled by customer service representatives and rate their proficiency in a number of skills, including the understanding of customers´ needs, adherence to procedures, accuracy of information given and communication skills
  • Deliver effective constructive feedback to assist in development of representatives' call handling skills
  • Review skills gaps and make recommendations to management, assisting with procedural clarifications, suggestions, and insights
  • Serve as escalation point for complex evaluations requiring advanced knowledge of all product lines
  • Assist with departmental operations and ensure that a high level of professional service is provided by training and retraining operators
  • Research and analyze transaction patterns and react quickly to high-risk situations
  • Participate in coaching and employee development activities
  • Aid the department manager in monitoring daily departmental operations and achieving quality service level standards
  • May provide feedback for development of training program or training program updates
  • Identify opportunities for process improvements and needed procedural modifications, working in coordination with the training department and management to address these issues
  • Act as mentor to senior and associate reviewers by providing coaching, training and ongoing support
  • Facilitate internal and external call calibrations and meetings to ensure consistency in call quality procedures, communication of call quality metrics and presentation of guidelines
  • Act as manager in absence of the department manager
  • Assist in special projects and assignments as needed
  • Take calls on a monthly basis to ensure close alignment with current processes and services, and eventually support production on peak days
  • Handle the department inbox, responding to and act on emails in a timely manner
  • Create and update reporting using Excel and PowerPoint as needed for departmental metrics
  • Maintain the department's Standard Operating Procedures
  • Minimum 6 years of experience in a customer service environment, with quality assurance experience
  • Minimum 1 year experience as a Sr. Call Reviewer, or relevant experience
  • Excellent written and verbal communication skills in English; bilingual Spanish/Portuguese/French/Italian/German preferred
  • Solid PC skills: Excel, Word & PowerPoint
  • Able to prioritize work to meet the needs of the business
10

Senior Call Reviewer Resume Examples & Samples

  • Review calls/chats/emails handled by representatives and evaluate their proficiency in a number of skills, including understanding of customers´ needs, adherence to procedures, accuracy of information given and communication
  • Deliver effective constructive feedback to assist in development of representatives' call handling skills and overall service delivery
  • Highlight trends in representatives, department, and service performance. Address performance concerns with QA leadership, and assist with procedural clarifications, suggestions, and insights
  • Facilitate calibration session to ensure consistency in call quality and order review procedures
  • Serve as representative for communicating quality assurance metrics
  • Maintain a high degree of knowledge on various products for each department
  • Typically requires a minimum of 4-6 years of experience in a customer service environment (Global experience preferred)
  • Strong verbal, written communication and presentation skills
  • Decisive self-starter who is able to perform with a minimal amount of supervision, and who is flexible and able to work well with a variety of people
  • Requires accuracy and attention to details
  • REFFERRED: Previous experience in the payments industry
  • PREFERRED: Some quality assurance or audit experience. ​​
11

DPS Lead Call Reviewer Resume Examples & Samples

  • Self-starter who is able to perform with a minimal amount of supervision, and who is able to work well with a variety of people
  • Able to constructively support decisions on call evaluations with internal clients
  • Able to contribute and work in a team environment
  • Able to travel occasionally – less than 10%
12

Senior Call Reviewer Resume Examples & Samples

  • Evaluate order reviews performed by representatives in order to provide feedback on decision making skills, process adherence, and merchant expectations
  • Deliver effective constructive feedback to assist in development of representatives' order review skills
  • Highlight trends in representatives, department, and service performance. Address performance concerns with QA Manager, and assist with procedural clarifications, suggestions, and insights
  • Participate in departmental calibration sessions to ensure consistency in fraud review procedures
  • Serve as representative for communicating quality assurance feedback and opportunities
  • Align regularly with the quality team to ensure effective partnerships and accurate decision making with team mates
  • REQUIRED: Fluent Bilingual in English and Portuguese
  • PREFERRED: Previous experience in the payments or fraud industry
  • Typically requires a minimum of 2-4 years of experience in a customer service environment (Global experience preferred)
13

Call Screener Resume Examples & Samples

  • Interacts with company personnel at all organizational levels
  • Sets up and breaks down meeting spaces, arranges for WebEx as needed
  • Coordinates activities between departments and/or outside entities
  • Proficient in Microsoft Office suite and social networking platforms
  • Effective collaborator with multiple levels within an organization, in person or over the phone
14

Senior Call Reviewer Resume Examples & Samples

  • Facilitate internal and client calibration session to ensure consistency in call quality procedures
  • Serve as escalation point for contested calls or calls requiring advanced knowledge of product lines
  • Serve as representative for communicating call quality metrics. Duties may include presenting to new managers or other groups as needed. Conduct presentations including but not limited to New Hire Call Quality
  • Serve as backup to Call Quality Manager
  • Perform coaching sessions and/or side by sides with at-risk agents as requested by Production
  • Act as mentor to Call Reviewers by providing coaching, training and ongoing support
  • Assist Production by floor walking and other tasks to support service levels
  • Takes calls on a monthly basis
  • Help manage vendor sites; responsible for hosting meetings, spot checks, reporting and communication
  • Available to support the Training Department by facilitating classes
  • Monitor and respond to emails in the Training Mailboxes; write Training Flashes when requested
  • Typically requires a minimum of 4-6 years experience in a customer service environment with quality assurance experience
  • Language skills are preferable but not required
  • Able to meet daily product goals
  • Must be bilingual Spanish & English
15

Senior Call Reviewer Resume Examples & Samples

  • Facilitate calibration session to ensure consistency in call quality procedures
  • Serve as representative for communicating call quality metrics. Duties may include new hire training and presenting to new managers or other groups as needed
  • Serve as backup to call quality manager
  • Key Requirements for GCCS Employees
  • No Disciplinary Actions on file for the last 12 months
  • 6 Months QA Monthly average of 90+ Points
  • 6 Months meeting or exceeding Attendance and Adherence requirements
  • 6 Months meeting or exceeding Handle time targets
  • Typically requires a minimum of 4-6 years experience in a customer service environment with quality assurance experience. (AP, Canada, LAC, US) OR Professionally qualified or studying towards qualification with demonstrated knowledge in area of assigned tasks. (CEMEA)
16

Real-time Call Routing Administrator Resume Examples & Samples

  • Monitors and maintains agent adherence through the use of various systems
  • Coordinates off-phone agent activity scheduling, such as team meetings and training events
  • Must be able to interact, communicate to and report about agents, oral and written, without personal conflict
  • Accepts change with a positive attitude
  • Ability to maintain high level of confidentiality and work with highly sensitive data and information
17

Call Centre Resume Examples & Samples

  • Conduct telephone interviews for research purposes only
  • Demonstrate a courteous, customer service approach
  • Read a questionnaire verbatim and record answers verbatim
  • Record answers directly on paper or in to the computer database
  • Check all responses for accuracy, spelling and grammar
  • Excellent reading and listening skills
  • Fully fluent (both verbal and written) in English and Punjabi
  • Minimum typing speed of 30 wpm
  • Professional appearance and attitude
  • Commitment to the team environment
  • Previous call center experience an asset
18

Call Transfer Resume Examples & Samples

  • Must have a minimum High School Diploma or GED
  • Sales minded professional (hospitality, sales, call center, server, or marketing experience)
  • Ability to overcome objections
  • Ability to work in a goal and performance based environment
19

Call Screener Resume Examples & Samples

  • Undertakes key administrative responsibilities as well as assists in planning and producing live and/or pre-recorded radio shows which may include news, music, talk, sports, traffic, and feature productions
  • Generates original ideas, identifies suitable ideas from others, and carries out thorough research
  • Researches information, obtains materials and assists with contacting and scheduling guests
  • Gives direction to presenters, content providers, assistants and other crew members
  • Manages budgets and ensures the efficient use of resources
  • Obtains permissions or licenses for recording or broadcasting on location, and for the use of music, sound effects and audio archive material
  • Monitors listener emails, inquiries and responses related to shows
  • Works in collaboration with presenters, performers or other program contributors, in order to perform quality assurance to meet established production standards, rules and regulations
  • Uses various broadcasting technologies such as soundboards and editing/production software
  • Schedules and monitors the radio stream during live recordings
  • Assists with time-keeping, saving show recordings, archiving show files and post-production editing as directed
  • May work the board for pre-recorded or live shows
  • Ability to generate original ideas, and to think creatively about how to communicate them to audiences; has comprehensive knowledge of subjects relevant to specific radio genres
  • Excellent writing and storytelling skills; ability to tailor and adapt content for different audiences and platforms
  • Knowledgeable of the radio market, different station/program styles, audience demographics
  • Knows how to use a variety of recording equipment and to operate different radio studios
  • Excellent communication skills, complemented by diplomacy, empathy and patience
  • Ability to build rapport and draw information from people
  • Can coach and develop others
  • Has confidence and tenacity to pursue information, overcome obstacles and pitch ideas to senior colleagues
  • Stress tolerance: ability to work calmly and effectively under pressure, and to react quickly to changes
  • Ability to plan and organize, set priorities, multi task and meet tight deadlines
  • Full knowledge of the law, rules and industry regulations around radio production; knows when it is necessary, and how to acquire, relevant clearances and licenses
  • 3+ years’ experience as Radio Producer and/or Assistant in a smaller market or college station
20

Specialist, Call Excellence Resume Examples & Samples

  • Conducts call monitoring utilizing the Avaya, NICE and I3 phone methodology, and sampling
  • Reviews, analyzes, and reports on quality discrepancies as reported through the call monitoring data
  • Makes recommendations to the Senior Manager Training Excellence (Corporate) as variation and performance gaps are identified through the quality review process
  • Utilize I3, NICE and Avaya analytics to identify gaps in processes and opportunities for efficiencies
  • Responsible for entering all call monitoring data into the quality tool on a daily basis, in order to determine causes of quality issues and to solve them
  • Provides immediate feedback to the Senior Manager Training Excellence that requires performance or corrective action per the quality review process, and adherence to all policies and procedures of the program and organization
  • Participates in call calibrations to ensure credibility of the quality monitoring scoring process
  • Participates in trending activities that support the establishment of quality metrics, and continual process improvements across the organization
  • Responsible for utilizing all technology and resources effectively and efficiently
  • Recommends training opportunities to improve operational performance through business level data analysis
  • Provides management with daily, weekly, and month end quality results
  • Provides feedback to assist in the creation of quality standards, performance improvement goals and the development of training programs
  • Identify and leverage opportunities to improve the quality management processes, systems, and standards
  • Ensures the implementation and maintenance around specific processes, technology, and or systems that support the quality management framework
  • Requires broad training in fields such as business administration, operations, continual process improvement, and quality
  • Completion of a four year Bachelors’ degree program or equivalent combination of experience and education of at least 3-5 years
  • Patient and reimbursement services knowledge and experience mandatory
  • Quality and or process improvement experience an asset
  • Experience working in a regulated environment or familiar with regulatory body policies and procedures is an asset
21

Dr Call Phones Resume Examples & Samples

  • Interact with RightSourceRx patients via the telephone
  • Interact with Physician's offices and Hospitals
  • Facilitate positive service and pharmaceutical outcomes
  • 1 to 2 years of experience as a Pharmacy Technician in a retail, mail order, hospital or specialty pharmacy setting
  • Licensed Pharmacy Technician or Technician in Training in the state of Arizona
  • Previous call center experience in a pharmacy setting
  • Strong communication and telephonic skills
  • Self-directed, but also able to work well in a group
  • A positive, proactive attitude, energetic, highly motivated and a self-starter
  • Certified Pharmacy Technician preferred
22

Call Recording Specialist Resume Examples & Samples

  • Call Recording experience
  • Knowledge of Cisco Voice components including CUCM, UCCE & CVP
  • Knowledge of Session Border Controllers (Client)
  • 8+ Years Telecom experience
  • 6+ years detailed knowledge of Verint Call Recording in a distributed environment
  • Verint Call Recording Application (Impact 360 version 7.8 or higher)
  • SIP protocol knowledge a plus
  • Capability of keeping documentation up to date for all recording and telecommunications systems
  • Ability to proactively analyze, troubleshoot and resolves telecommunications and recording issues in a timely manner
  • Call Center technology background highly desired
  • A drive to learn and the ability to learn quickly
  • Production Support / Operations Experience
  • Demonstrate excellent problem solving skills
  • Working knowledge of application deployment process – strongly preferred
  • Experience in the following technologies strongly preferred
23

Call Orchestration / Routing Development Lead Resume Examples & Samples

  • 10 plus years of experience in scale-out architecture and high-availability architecture
  • 10 plus years of experience in leading and collaborating large scale implementations and transformations through managing multiple stakeholders at all levels (business, technical and regulatory); understands and addresses organizational barriers
  • Hands on experience working contact center hardware and software solutions across multiple vendor platforms (e.g. Genesys, Avaya)
  • Demonstrated knowledge of software development lifecycle, including financial management, agile software development methodologies, values, and procedures
  • Hands on development proficiency using Java frameworks with major Contact Center solutions and create value-added solutions using the API/SDK available. Drive vendor roadmap to meet business requirements
  • In-depth platform knowledge
  • Deep knowledge of current technologies including Open Source, J2EE (JSP, Servlet, JSP, etc.), web application development, web services (REST/SOAP/XML), Rich Internet Applications, messaging infrastructures and databases
  • Deep understanding of Digital, and Cloud concepts
  • Familiarity with producing conceptual prototypes to visualize & demonstrate key concepts/capabilities to stakeholders
  • Ensures business requirements are fully understood and that technical design meets all requirements
24

IVR & Call Routing Telephony Systems Developer Resume Examples & Samples

  • Application and implementation of platform design patterns and standards for infrastructure components across various platform domains
  • Delivery Management functions within the build mandate to co-ordinate and drive deployment- related activities
  • Structured focus on project delivery to implement deliverables for their respective and specialized areas of infrastructure build; and
  • Specialized Services functions that provision contact center infrastructure and network-related infrastructure work for Real Estate and/or Branch environments, hardware assets etc
25

Awesome Opportunity for Christmas Call Suman Immediately Resume Examples & Samples

  • They will meet w/ their area supervisors to conduct pre shift stretching
  • They will be assigned to either unloading boxes directly off of the trailers, moving the packages onto the different sorting conveyor lines or they will be helping to move larger packages onto different material handling equipment that is operated by FedEx employees (think of how they move luggage around be it goes onto the plane)
  • This requires lifting boxes alone that are anywhere from 5-40lbs
26

Marigold Server Call-in Resume Examples & Samples

  • Serves breakfast, lunch, and dinner meals at Marigold
  • Ensures guests receive service that is prompt and technically correct, with minimal interruptions at the table
  • Follows the Marigold Lodge Dining Manual and Marigold Service Manual
  • Must be punctual and work well under pressure
  • Understanding of the confidentiality and sensitivity of a business setting
  • Responds to change quickly
  • Ability to take orders and serve breakfast, lunch, and dinner guests
  • Ability to perform general cleaning duties in the Dining Room and Learning Center
  • Performs additional responsibilities as requested to achieve business objectives
27

One Call Resume Examples & Samples

  • Our patients and the care they receive is our highest priority. An ideal candidate will take pride in putting their best foot forward every day to make sure that the UPHSM team has the patient on the forefront of everything we do
  • Heavy physical effort may be required including lifting 50 pounds or more, prolonged standing and walking, and manual dexterity
  • Given the unpredictable nature of healthcare, there may be rare instances when you will be asked to contribute more or less time than you are traditionally scheduled for
  • We believe in the power of a positive attitude, applicants who are excited to do their best for patients and are willing to learn and grow as part of a team will thrive with us!
  • Licensed in the State of Michigan or have obtained a temporary Michigan License as an LPN
  • Will be required to pass a written and clinical test on medications
  • Basic Life Support – Health Care Provider (BLS-HCP)
28

Coord, Call Volume Control Resume Examples & Samples

  • Utilize core WFM methodologies to manage operational changes in workload and shrinkage deriving from internal and external factors
  • Monitor internal system influences on staff requirements and drive workforce changes that meet the business needs
  • Monitor external factors that may impact workload volumes; calculate potential business impacts from these external factors; communicate action plans to the business that address the change in staffing requirements; guide the business through changes in workforce needs
  • Ensure contact center staff are utilized to provide optimum service levels for customers while contributing to a favorable work environment for employees
29

Inbound Call Specialist Resume Examples & Samples

  • 1) Provides accurate and timely response to Internal Amex, outside agencies inquiries, cancelled card members and Debt Purchaser via telephone and/or email
  • 2) Process manual work lists according to operating guidelines, process settled in Full; Paid in Full, Bankrupt accounts
  • 3) Responds to all incoming correspondence as outlined in the operating guidelines
  • 4) Update financial adjustments within designated timeframes to the correct ledgers
  • 5) Investigate and action card member disputes and provide feedback and/or outcome to requesting party
  • 6) Accurate and timely payment of agencies via manual or auto invoices
  • 7) Prepare and send Direct Debit, Paid in Full, Settled in Full & Default correspondence to card members as required
  • 8) Archive incoming and out-going correspondence documents as required
  • 9) Understand and comply with all Sarbanes Oxley testing requirements; for example work list penetration timeliness, accelerated write accuracy and timeliness and agency invoice payment processing requirements
  • 10) Achieve an accuracy score of 96% or greater through the Quality Assurance assessment process each month
  • 11) Upon request, action other collections related tasks and projects as and when required
  • 12) Voice Team Member will be responsible for handling first call resolution and closure of predominately external agency and some card member enquiries received through voice, email and written correspondence, with the objective to resolve service related items and the correct actioning of card member accounts
  • 13) Fully trained in call behavior and meet all required market compliance training to accurately service incoming calls from external agency and card member from respective markets
  • 14) Specialist is required to handling over the phone complaints and direct complainants to correct channel should complainants wish to escalate
  • At least 3 to 4 years of comprehensive credit & recovery experience
  • Excellent communication skills in English both verbal and written. Additional languages such as Mandarin or Cantonese would be advantageous
  • Good analytical skills with attention to accuracy and detail
  • Able to make sound decisions effectively and promptly
  • At a minimum, intermediary capability across standard Microsoft office platforms
  • Follow the market specific (local law) requirements for certain types of accounts e.g. Bankruptcy, and settled in Full Account
30

Workforce Real-time Call Router Resume Examples & Samples

  • Complies and distributes workforce management reports as needed
  • Assist with real-time management of call volume to maintain efficient call distribution among all available resources
  • Assist in managing time off requests through maintenance of the central calendar
  • Tracks absenteeism as reported to the workforce team
  • Proficiency in Microsoft Word and Excel Experience with MS Access desirable
  • Ability to efficiently manage and prioritize multiple tasks to meet established deadlines
  • Accuracy and attention to detail required
  • Projects a cooperative and positive attitude toward customers, employees, and the Company
  • Assists in any administrative paperwork necessary
  • Must have the ability to work independently with minimal supervision
  • Ability to work effectively within a fast-paced team environment that is detail oriented
  • Minimum 2 years of experience within a contact center environment required
31

Call-intake Liaison Resume Examples & Samples

  • Answer all incoming 9-1-1 calls, collect important information from the caller, enter the required information into the Computer Aided Dispatch System, and notify other service agencies for action as required
  • Answer all incoming non-emergency calls, determine the caller’s needs and confirm eligibility. Correctly receive and enter all information regarding the request of a transport into the Computer Aided Dispatch System
  • When appropriate, provide pre-arrival instructions based upon NAED protocols to callers with a medical emergency
  • Answer 9-1-1 calls of a fire response nature, entering data into the Computer Aided Dispatch System for the call to be dispatched to the appropriate fire/rescue agency
  • Maintain the EMD certification provided by the Department
  • Maintain a professional, courteous demeanor with callers, network providers and any other individual who may contact the Communication Center
  • Maintain a working knowledge of all Center equipment and applications
  • Assist dispatchers in alerting customers to any changes or modification to the estimated time of arrival of the transportation resource
  • Provide exceptional customer service to all customers, both internal and external
  • Maintain a professional appearance and attitude to ensure a cohesive working environment with all personnel within the Center
  • Work with other departments to insure a team oriented environment is maintained
  • Participate in quality improvement activities as they relate to all established “Customer First” service standards
  • Support and uphold established corporation and departmental policies, procedures, objectives, quality improvement, and safety standards
  • Maintain performance levels consistent with departmental standards
  • Maintain competency and enhances professional growth and development through internal certification opportunities
  • Maintain positive behaviors, approaches, attitude and commitment to interpersonal service toward customers, visitors, and coworkers
  • Attend scheduled department meetings and training sessions
  • Maintain all department required certifications/licensures
  • Ability to work a rotating shift schedule, including nights, weekends, holidays
  • Must type 32 wpm
  • Other duties as defined by formal job description
32

Global Optimization & Call Management Resume Examples & Samples

  • Position Summary The incumbent will be responsible for managing team of analytical employees managing Contact and Capacity Management. Real Time Monitoring, BCP, ID and Access Management. Manage Inventory, aging, service levels, abandon rates and penetration rates to ensure collection effectiveness targets are met
  • Interface with Analysts, Team leaders, and other members of management
  • Manage, update and report real-time activities in the department
  • Monitor Real Time Adherence (RTA) and communicate staffing discrepancies to Team Leaders
  • Record and Maintain a count of productive FTEs
  • Capacity Management for sub-processes
  • Work with Short Term Forecasting Team in CNO, for IDPs and Staffing
  • Leave Cap Formulation; provide advisory support on release of FTEs from the process
  • Communicate systems, voice response and Telecommunication issues to the department
  • Real time adherence, monitoring and communication. Raise awareness to RTA issues that are impacting service level and aging objectives
  • Proactively identify improvement opportunities on things such as shift mix, hours of operation etc. 11. Manage Outbound Contacts on Dialer, with minimal abort rate
  • Analyze and define at regular intervals, best time to contact Card members to improve total Contacts in the process
  • In-bound call pattern analysis, trending and staff alignment
  • Maintain strong relationships with the Team Leaders and SDLs to improve overall understanding and awareness of daily/weekly business impacts
  • Feedback, Huddle timings, training schedules and other Off-The-Phone activities
  • Shift Rotations
  • Graduate with 0-3 years of relevant experience preferably in service industry
  • Good working interpersonal and negotiation skills and the ability to communicate at all levels
  • High result orientation
  • Proven ability to drive high productivity & sustained performance
  • Manage conflict and counsel performance
  • Strong team player with a high level of integrity
  • Result oriented and decision making skills
  • Ability to demonstrate flexibility and resilience in the face of changing business requirement
  • Strong Analytical skills (Mathematics and Statistics background preferred)
  • Prior exposure to Capacity Management/ Dialer/ eWFM/ Real Time is Preferred
  • Environment
33

Claim Service Rep, Call Intake Centre Resume Examples & Samples

  • Accountable for providing a high level of customer service, by explaining the claim process, setting customer expectations and capturing accurate information in an effort to ensure all claims are assigned to the most skilled Claim Professional
  • Documents information and data on new and existing claims accurately in the electronic claim file according to company standards. Accurately uses all technologies and job related software applications
  • Provides meaningful information to callers regarding claims inquiries in effort to support the company service initiatives
  • Processes and documents windshield claims and payments promptly according to the company standards, obtaining appropriate authority if required
  • One year of claims clerical support preferred
  • Office related or customer service experience or an equivalent combination of education and experience preferred
  • Bilingualism (French/English) is highly desirable
34

Call Taker Resume Examples & Samples

  • Answer all emergency 999 calls and non-emergency calls within Force and National targets
  • Create incident logs in line with National Standards of incident recording. Ensure that all information is accurate and complies with local policies and national legislation. Where an incident requires the deployment of an officer ensure that this is expedited via a Dispatcher
  • Using systems, procedures and problem solving skills, attempt to resolve queries in a manner that is acceptable to the caller and agreed by them, without allocating a police officer
  • When the caller requires advice ensure that the subject is properly researched and correct advice is given, and an incident log is created including the advice you have given to the caller
  • Operate computerised systems in support of the function in an accurate and timely manner
  • Respond to enquiries from other agencies or people requesting information
  • Inform the duty supervisor promptly of any serious incidents and any other matter requiring a supervisor’s attention, i.e. pursuits, firearms incidents etc. In addition ensure such incidents are brought to the immediate attention of the FCR Supervisors or, where appropriate, the operational supervisor responsible for that area
  • Undertake the training appropriate to the switchboard and carry out the role of switchboard operator as required to meet organisational needs
  • Participate by active involvement in any consultation or Force Control Room user group meetings, with the aim of improving the quality of service provided
  • Promote best practice by highlighting or suggesting improvements in working practices, arrangements or technology
  • Understand and enforce corporate policy as regards the use and abuse of emergency telephone lines
  • Provide cover for the Town Enquiry Offices, for which the key responsibilities are
  • Maintain up to date and accurate Enquiry Office records both manually and computerised to assist with the smooth running of the office
  • Accurately record and check details of documents produced by members of the public, completing appropriate documentation and passing the information on to the relevant person
  • Adhere to and follow procedures in place for dealing with situations for example Warrants, Road Traffic Accidents, fixed penalties and lost dogs
  • Ensure items handed into the Enquiry Office are recorded and stored safely, giving consideration to the item being surrendered
  • General administration duties, including the provision of typing support for station staff, filing, stationery stock, the use of telephone, fax and computer terminal as required
  • Regularly check and update the pending file, passing details onto relevant officer
  • NVQ Level 3 or equivalent in Customer Care or experience in Customer Service Environment
  • Experience dealing with telephone enquiries
  • Demonstrates experience in using Microsoft Office and windows based packages
  • Demonstrates the ability to develop strong working relationships internally and externally
  • Communicates effectively and clearly both verbally and in writing avoiding jargon
  • Demonstrates the ability to analyse verbal information and extract relevant data from this
  • Experience of dealing with vulnerable, upset and angry customers
  • Demonstrates knowledge of customer care issues
35

Call Handlers Resume Examples & Samples

  • To answer all calls in a professional, courteous and efficient manner using the an approved company greeting
  • To accurately record and update all call information on the appropriate electronic systems in accordance with the Data Protection Act (this includes bespoke IT systems IT systems and Microsoft systems such as Excel, Word & CRM)
  • Transfer calls and messages internally during normal office operating hours, using Microsoft Outlook/GMail
  • Ensure issues and untoward incidents are escalated to the appropriate department lead / manager in a clear and concise manner
  • Communicate effectively with appropriate others to minimise risk
  • Builds positive relationships with customers and colleagues to ensure the provision of a quality service
  • Works collaboratively with all stakeholders and team members
  • Provide support to other departments as required
  • Complete all relevant documentation to deadline in accordance with professional, contractual and company requirements in a timely manner
  • Ensures confidentiality is maintained at all times, adhering to data protection and maintaining Caldicott Guidelines
  • Operates within the equality and diversity framework at all times
  • Participates in bi annual Employee Development Review (EDR)
  • Follow G4S policies and procedures at all times, adhering to legislation and best practice
  • Actively participates in training as identified in conjunction with Line Manager
  • Carry out any reasonable request from your Line Manager
  • Manage the allocation of shift resources to meet contractual obligations in line with medical protocols and staff competence
  • Knowledge of excel / word/ outlook
  • Awareness of the Data Protection Act
  • Flexibility to change shifts to help cover sickness and annual leave
  • Ability to establish and maintain effective working relationships throughout the organisation and at all levels
  • Pays attention to detail
  • A developing awareness of the PSSH structure
  • Driver- Enfield
36

Call Transfer Team Lead Resume Examples & Samples

  • Developing and training Team Members to ensure understanding of company policies, standards of conduct, basic sales techniques, dialer protocol and HGV product knowledge
  • Assist in executing the overall team production plan
  • Provide direction for Team Members with emphasis on increasing package sales and Volume per Guest while ensuring that the team is living the Hilton values and providing our guests the highest degree of customer service
  • 6 months timeshare/contact center sales experience
  • Requirement 3
  • Preferred 1
  • Preferred 2
  • Preferred 3
37

Call Centre Resume Examples & Samples

  • Managing Quality of Service
  • Ensure staff members stay abreast of all changes and additions to knowledge base
  • Staff Management
  • Act according to performance management process
  • Matric or relevant qualification
  • Customer Service supervisory experience in a Call Centre environment would be advantageous
  • Computer literacy essential (MS Word, Excel, Outlook, Listener)
38

Will Call Resume Examples & Samples

  • Quality control checking of all items for will call orders and scanning them to bins
  • Pick items and orders requested by customers and BTC account mangers
  • Assist in the preparation of trucking orders
  • Lift items up to 70 lbs. occasionally with assistance
  • Remain on your feet (standing or walking) for extended periods of time
  • Verify shift will call orders, ensuring product placement in the correct bin
  • Check accuracy of will call orders placed in bins
  • Shift: 9:00 am - 5:30 pm
  • Demonstrated ability to occasionally lift up to 70 lbs. of product with assistance
  • Demonstrated ability to be on your feet for extended periods of time
  • Prior will call order fulfillment experience
39

Regional Director, Last Call Stores Resume Examples & Samples

  • Drive top line sales and profit contribution by providing day-to-day guidance to the store teams in the merchandising and operations of Last Call stores
  • Oversee store communications with Buying Teams to execute allocation and markdowns, while driving sales and maximizing gross margin
  • Provide in-store merchandising direction to maximize productivity, enhance visual standards, and provide a great customer experience
  • Plan, coordinate and execute new store openings for successful results
  • Partner with appropriate advertising and marketing team members to finalize each season's promotional calendar and accompanying advertising budget by location
  • Challenge the stores to leverage sales promotion systems, best practices and tools (new accounts, store driven events by market opportunities, email and clientele capture) to maximize results
  • Controls expenses and payroll budgets, while partnering with the corporate NMS financial and planning divisions to develop accurate plans and forecasts for the stores
  • Identify operational and merchandising efficiencies, best practices, cost saving opportunities, and shortage improvements while implementing these practices across the Last Call Stores division
  • Achieves customer service objectives by recognizing and communicating customer service opportunities, and then holding teams accountable to quality standards
  • Hire, train and develop successful Store Managers and store teams
40

Board Op / Call Screener / Reception Cover Resume Examples & Samples

  • Operates control board for studios and remote programming
  • Regulates program timing, operates syndicated programming, and plays commercials
  • Monitors the technical quality and accuracy of incoming and outgoing on-air programming from master control room
  • Supports off-air commercial production, dubbing music to hard disk and programming automation computers
  • Protects station’s license by censoring live programs and deleting words/phrases not permitted on air
  • Executes playlists for server, tape, or simulcast programming
  • Assists with adjusting signal and programming content to ensure transmission meets federally mandated broadcast standards
  • Processes time-out programming for accurate play back
  • Monitors and updates weather, traffic and news reports into automation equipment
  • Checks studio equipment for proper functioning and notifies Engineering of technical malfunctions affecting quality of the broadcast
  • Screens in-coming phone calls and selectively chooses callers for On-Air Talent and talk shows
  • Handles emergency inserts (e.g. news updates, breaking stories, alert system tests, etc.)
  • One weekend shift on Saturday is required as part of the 30 hour week
  • Proficient in Microsoft Office Suite, Windows, Adobe Audition or similar audio editing software, Wide Orbit or similar automation system
  • Time management and attention to detail
  • Flexibility in work schedule, including evenings, overnight and weekends
  • Functions well in a fast-paced environment with tight timeframes and multiple demands
  • 6 months in a related role and/or technical training
41

Mgr / Appl Specialist / Call Back Resume Examples & Samples

  • Prepares activity and progress reports regarding the activities of the applications systems and programming section
  • Assists in projecting software and hardware requirements. Assigns personnel to various projects and directs their activities, reviews and evaluates their work, and prepares performance reports
  • Focuses on packaged systems for solutions to business unit resolutions. Develops work plans accurately estimating tasks, setting budgets, completing through ETC's
  • Leads multiple projects in all aspects of information systems lifecycle (information planning, business requirements definition, implementation, productions support)
  • Manages review meetings with user committee(s) to assist in establishing Project priorities. Guarantees efficient and effective completion of project assignments in accordance with standard procedures. Manages training when applicable
  • Provides accurate and timely recording of time against tasks assigned. Assures subordinates time is accurate and recorded properly
42

Service Call Reduction Specialist Resume Examples & Samples

  • Performs diagnostics includes toggling of multiple applications and sessions to troubleshoot & research issues
  • Resolves complex service related issues related to Cox products and equipment including but not limited to, video, HD, Cox High Speed Internet, Cox Digital Telephone, and Home Security by directing customers through a series of troubleshooting steps
  • Communicates with internal & external customers to confirm problem resolution and cancel unnecessary trouble calls
  • Updates customer account information when issue has been identified
  • Analyzes reports to identify work orders that may have opportunities for resolution to avoid truck roll and without resulting in repeat calls/truck rolls
  • Evaluates and resolves trouble calls using all available tools to resolve the problem
  • Monitors outage notification tools (e.g. SBONS) to proactively prevent unnecessary trouble calls
  • Educates customer on customer equipment (e.g. set top boxes, modems, remote controls, etc.)
  • Effectively uses troubleshooting tools such as Home Certification, EdgeHealth, ICOMS, Oracle and other reporting tools
  • Resolves questions/concerns effectively and efficiently through the use of active listening and personalizing techniques based on the customers’ needs
  • May research recurring problems associated with any part of the Cox Digital & Data products, to include but not limited to non-responding set top boxes, cable modems, connectivity problems, hardware compatibility issues, EOD, and HDTV problems
  • Enhances team productivity by documenting trends, escalating appropriately, and may contribute to methods and procedures documents
43

General Duty / Night Call Resume Examples & Samples

  • Directs or escorts mourners to parlors or chapels in which wakes or funerals are being held
  • Greets people at the funeral home
  • Offers assistance to mourners as they enter or exit limousines
  • Acts as a pallbearer
  • Arranges floral offerings or lights around caskets
  • Carries flowers to hearses or limousines for transportation to places of interment
  • Cleans and drives funeral vehicles in funeral processions
  • Performs a variety of tasks during funerals and visitations to assist funeral directors and ensures that services run smoothly as planned
  • Places caskets in parlors or chapels prior to wakes or funerals
  • Cleans funeral parlors and chapels
  • Assists licensed embalmers or apprentices with removals and transfers of the deceased to the designated location
  • Ensures all SCI policies and procedures are carried out for each removal and transfer
  • High school education or equivalent or relevant work experience would be a definite asset
  • Funeral industry experience would also be a plus
  • Must hold valid current license to perform duties, operate crematory, drive a car or hearse
  • Good driving record & must provide a driver’s license
44

Appl Spec / Interm / Call Back Resume Examples & Samples

  • Responsible for ongoing provider educational and support activities with the electronic medical record system (Canopy/Cerner). Experience with the system Cerner PowerChart/Millennium EMR and hospital workflows highly desired
  • Provides enhanced customer support through troubleshooting, research/fact finding and training opportunities
  • Promotes Canopy adoption and use of the system through monitoring Meaningful Use metrics and Cerner efficiency data
  • Provides on-site support in in person via rounding through the facilities and via telephone. In addition to remaining up to date and proficient on system enhancements through knowledge sharing, detailed training and technical documentation
  • Participates in departmental and facility leadership meetings with heavy customer relationship management development and oversite
  • Creates Canopy Communications and short how to videos and must possess excellent verbal and written skills
  • Develops PowerPoint presentations and works with Microsoft Office solutions Word, Excel and Outlook on a regular basis
  • Responsible for an On Call Rotation and support coverage for providers on a regular basis
45

Inbound Call Specialist Resume Examples & Samples

  • Provides accurate and timely response to Internal Amex, outside agencies inquiries, cancelled card members and Debt Purchaser via telephone and/or email
  • Process manual work lists according to operating guidelines, process settled in Full; Paid in Full, Bankrupt accounts
  • Responds to all incoming correspondence as outlined in the operating guidelines
  • Update financial adjustments within designated timeframes to the correct ledgers
  • Achieve an accuracy score of 96% or greater through the Quality Assurance assessment process each month
  • Voice Team Member will be responsible for handling first call resolution and closure of predominately external agency and some card member enquiries received through voice, email and written correspondence, with the objective to resolve service related items and the correct actioning of card member accounts
  • Fully trained in call behavior and meet all required market compliance training to accurately service incoming calls from external agency and card member from respective markets
  • Specialist is required to handling over the phone complaints and direct complainants to correct channel should complainants wish to escalate
46

Will Call Assoicate Resume Examples & Samples

  • Coordinate customer will calls (generating and coordinating pick- ups
  • Provide customer services sales support as needed; key in all national accounts special orders and customer orders
  • Coordinate van deliveries – generate them for routing and have them picked and staged by warehouse
  • Coordinate Intercompany and vendor pick ups and BRTs
  • Back-up for Sales Admin with E-Sysco, receptionist and other roles as assigned
  • Bill add-ons, daily donations, office supply orders, and customer billing only invoices
  • Set up UPS shipments through will call when needed
  • During down time will perform duties as assigned and work the work queue for incoming calls for customer service
  • Support customer request for credit process
  • Employee Cash Sales Program –make inventory lists, distribute lists, take orders, hand out orders, and collect and turn in payments
  • 1 year experience customer service or customer facing role
  • Ability to speak effectively with customers or associates of an organization
  • Must have exemplary listening skills to facilitate effective two- way communication
  • Must be able to use a data entry portal or CRT
47

Lead One Call Specialist Resume Examples & Samples

  • Interprets and processes all One-Call tickets and follows through to ensure ticket closure, (Normal, Short notice, Emergency)
  • Ensures that industry best practices are being followed throughout the One Call group
  • Builds business cases for any growth or technical advancement and presents them to management
  • Maintains shift schedules in the One Call group to ensure coverage for all One Call required tasks
  • Provides guidance to all One Call Specialists and Senior One Call Specialists
  • Provides or coordinates training for field personnel on appropriate processes and/or technologies to be used to ensure accurate one call ticket handling; ensuring the safety of all and preventing potential damage to our pipelines / facilities
  • Collaborates with state One Call Centers to ensure company facilities are accurately mapped and properly protected
  • Participates in industry damage prevention events
  • Maintains applicable company policies, plans, and procedures
  • Serves as the point-of-contact for all incoming requests to locate pipelines; prioritizes incoming requests
  • Logs pertinent information and prepares data for use in the field and forwards requests to the appropriate personnel
  • Acts as liaison to Field Operations, One Call Centers in other companies or subsidiaries, and departments, i.e. Pipeline Safety Department, and EH&S
  • Trains others on IRTH Software (Information Retrieval and Ticket Handling System) use and ticket processing
  • Maintains effective communication with key stakeholders; including Operations, Engineering and Gas Control personnel
  • Reconciles and processes all invoices received from the One-Call Center; submits for payment
  • Other tasks as required
  • Attitude of responsiveness and excellent call-handling and customer service skills; required to work with individuals at all levels of the organization
  • Requires strong oral communication and interpersonal skills, as demonstrated by successful interactions with others where tact and diplomacy are needed
  • Demonstrated skill in organizing, scheduling and planning work to maximize coordination of office and field resources and operations
  • Requires ability to handle multiple projects and work effectively under deadlines and changing priorities and conditions. Must have experience working in a fast-paced team environment
  • Self-motivated and able to work with little or no direct supervision
  • Previous leadership experience a plus; ability to lead and train others
  • Must possess the ability to comprehend and interpret data received via One-Call Tickets
  • Computer experience required – must possess the PC skills and experience to navigate various Windows-based software and mainframe systems
  • Strong decision making and problem solving skills, even in the absence of complete information
  • Ability to work productively in a team-based, professional, open office environment
  • High school diploma or post secondary certification in administration, data management or related field required
  • 8 years related experience, preferably in a One Call / Damage Prevention environment
  • Technical writing skills would be an asset
48

One Call Specialist Resume Examples & Samples

  • Consults maps, files, GIS (Geographic Facility Information System), and other applicable software to verify contractors' line locations
  • Generate data reports as needed: (pipeline safety, internal efficiency, etc.)
  • Maintains and updates Pipelines data system, GDT (Geographical Data Technology) for geographic boundaries, buffer zones, etc
  • Suggests process improvements to further enhance safety, efficiency, and customer satisfaction and demonstrates strong teamwork
  • Must possess a safety mindset
  • An attitude of responsiveness and excellent call-handling and customer service skills; required to work with individuals at all levels of the organization
  • Demonstrated commitment and sense of urgency to protect people, our communities and the environment by having an interdependent safety mindset, explicitly meeting applicable regulatory obligations and a continuous focus on incident free operations
  • Requires ability to handle multiple projects and work effectively under deadlines and changing priorities and conditions
  • Experience working in a fast-paced team environment
  • Ability to comprehend and interpret data received via One-Call Tickets
  • Computer experience required – must possess the PC skills and experience to navigate various Windows-based software and mainframe system
  • Ability to learn PC applications such as IRTH, mapping software, etc. and ability to learn company applications such as SAP, etc
  • Ability to accurately interpret geographic media, i.e. maps both paper and electronic
  • Able to work productively in a team-based, professional, open office environment
  • High school diploma or equivalent, or post secondary certification in administration is required
  • 2 years of related experience is preferred
  • This position may require travel to other company locations for temporary assignments, meetings, or training which would involve some overnight stays away from home
  • Depending on the qualifications of the applicants, the successful candidate may be offered a position at a more appropriate level and/or ladder
49

IVR Call Routing & Dialer Specialist Resume Examples & Samples

  • Troubleshoot and diagnose IVR and/or ACD routing errors or failures
  • Maintain and monitor inventory of ACD applications, skill sets and IVR scripts
  • Maintain and monitor inventory of ongoing IVR and ACD projects
  • Acting as end to end IVR/Routing Prime for various projects
  • Creating and maintaining system and process inventory logs including infrastructure (i.e. routing configurations, toll free numbers, call flows, and application parameters etc..)
  • Partner with third party vendors to implement required changes and updates to the IVR
  • Test all IVR and call routing changes prior to deployment and monitor progress post-deployment
  • Provide operational and technical expertise and support to cross-functional teams as it relates to IVR and/or call routing changes
  • Present data-driven recommendations to an executive audience
  • Responsible for day-to-day monitoring of predictive dialer system and calling lists imports
  • Troubleshoot and resolve any ad-hoc dialer related concerns
  • Conduct an ongoing review of the dialer settings, functionalities and strategies to identify areas of opportunities for all lines of business
  • Monitor dialer performance, identify trends and areas of concern and propose solutions to enhance performance
  • Minimum 2 years experience in a similar position
  • Experience with Avaya, Nortel and/or Cisco automatic call distribution systems and technology
  • Hands-on experience in supporting complex voice and call center environments
  • Proven track record of taking initiative as well as translating and presenting data insights into recommendations
  • Experience in a Business Operations role
  • Experience in call centres or workforce management
  • Deadline driven with excellent project and time management skills
  • Fully proficient in MS Office (Excel, Word, PowerPoint, Outlook)
  • Demonstrated ability in change management
  • Proven ability to deliver on critical projects and to partner with cross-functional business teams
  • Analytical and problem-solving skills required to clarify, analyze and investigate client needs, identify potential roadblocks, develop solutions and ensure timely implementation
  • Familiarity with Aspect and agent scheduling considered an asset
  • Advanced Excel modeling and/or SQL considered an asset
50

Dr Call Phones Resume Examples & Samples

  • Interact with members via the telephone
  • Interact with doctor's offices and hospitals through inbound and outbound calls
  • Work from a queue on prescriptions needing additional clarification
  • Must have an active Pharmacy Technician or Tech in Training license in Arizona
  • 6 months of experience as a Pharmacy Technician OR equivalent experience in a pharmacy call center setting
  • Must be able to become certified by the Pharmacy Technician Certification Board (PTCB) within 10 months of hire
  • Ability to comply with Humana’s tobacoo-free policy in the state of Arizona (see below for more details)
51

Call Specialist Resume Examples & Samples

  • Actively engaged in obtaining a Bachelor's degree, preferably in a behavioral science is required or Bachelor's degree, preferably in a Behavioral Science is preferred
  • Experience with computers and demonstrated proficiency with software programs
  • Working knowledge of managed care environment, procedures and criteria, is preferred
  • Knowledge of psychiatric clinical criteria
  • Outstanding customer services skills is required
52

Call Screener Resume Examples & Samples

  • Always professional, with a friendly tone
  • Receiving inbound calls from prospective leads and existing clients and Transferring calls to the correct recipient
  • Use the correct, corresponding script that is appropriate for the call made or answered
  • Exceptional interpersonal communication and customer service skills
  • Ability to communicate effectively via email, orally and in written form with co-workers, clients, and employees
  • Multi-line telephone experience
  • Intermediate computer skills (Mac and/or PC)
  • Proficient using Microsoft Word, Excel and Powerpoint
  • Three to five years' experience in this field of work is preferred
53

Call Direct Trust Team Lead Resume Examples & Samples

  • Directly supervise staff including training, coaching, scorecarding, constructive feedback regarding client service, and assisting with performance development and reviews
  • Assist manager with issue resolution
  • Effectively communicate with all staff levels. Network and build relationships within the organization
  • Audit the majority of the department’s trading transactions
  • Assist in the development of internal client related policies and procedures
  • Participate in periodic “users group” meetings with LOB, Investment Operations and system personnel
  • In a centralized environment, receive operational and system related inquiries via phone calls, faxes and e-mails from external clients
  • Log issues and follow through until issues are answered/resolved. Respond back to originator within established guidelines
  • Answer general inquiries regarding Trust Operations, Trading & KeyLink. Assist with mainframe system and other miscellaneous issues
  • Coordinate directly with Trust Operations and Administration to resolve and correct problems and errors
  • Research issues to identify problems/issues as they occur (isolated) or global issues
  • Take trade orders directly from external client and process them directly in the Decalog system
  • When global issues are identified impacting internal and/or external clients, coordinate with the appropriate areas of Operations and LOB to facilitate correction, streamline processes and/or participate in clarification and resolution
  • Conduct extensive research and problem resolution. Research complex issue’s pertaining to each Operational Area in Trust (Corporate Actions, Income Collections, Trade Settlement, Free Receipts & Distribution, Cash Processing, Funds Accounting, Statement Preparation, AmTrust Systems, Decalog & KeyLink)
  • Communicate orally and in writing with Trust Administrators, Investment Officers and Associates nationally as well as Investment Operations Managers and staff
  • Form and maintain good working relationships with LOB and Operations staff on all levels
  • Participate in committees and assist in testing and implementation for KeyLink andWealth Portal issues
  • Participate in testing for Business Resiliency
  • Back up peers during times of absence
  • Participate in special projects as may be assigned
  • Degree in business administration or equivalent work experience
  • Comprehensive understanding of Trust business
  • Minimum of five years experience in areas of Trust Investment Operations or Administration
  • Comprehensive working knowledge of KeyLink system
  • Excellent organization and time management skills
54

Call Director Resume Examples & Samples

  • Communication by Telephone and direct contacts will consume 95% of the work day
  • Keying and identifying where to transfer the call on a Personal Computer (PC), a minimum of 95% of the day
  • Must be able to follow a call guide
  • Identify telephone problems as they occur and report to supervision
  • Handle calls in a timely/accurate manner as not to impair the meeting of MTM requirements
  • Must be able to meet performance standards
  • Mentor co- workers and work in a team environment
  • Use critical thinking skills to analyze and verify inquiries using the ISIS system, related research material or other systems
  • Determine the course of action needed to handle the call
  • Handling return mail and address changes throughout the day
  • Work is repetitive requiring at least 95% of the day answering the telephone and 80% using PC. Minimal filing, sorting, and stapling is required
  • Listening, communication and organizational skills are required
  • Good attendance record required
  • Experience with ACES, MASK, OTIS, ISIS and PC is preferred
  • Experience in telecommunications preferred
  • Knowledge of enrollment information is required upon completion of training
  • Knowledge of ISIS, Knowledge Management, OTIS, Imaging, Deltek, Lotus Notes, Client Letter. Internet are required upon completion of training
  • Proficiency in Grammar, Spelling, Writing, Typing and Cognitive skills are required
  • The ability to interact positively with external customers and all levels of internal staff
55

Call Study Reviewer Resume Examples & Samples

  • Observes customers' journey through the various support channels Sears offers, both through listening observation of recorded inbound calls and reading of chat transcripts
  • Reviews the quality of interactions, identifies difficulties or issues encountered, and documents notable occurrences
  • Reports results of observations in a detailed manner using a spreadsheet-based study tracker
56

One Call Operator Resume Examples & Samples

  • Calibrate one call line identification equipment and maintain documentation certification
  • Install appropriate identification on company owned lines within specified timeframe through one call process
  • Locate all underground facilities for One Call notifications
  • Notify lease operator of planned digging and boring activity near flowlines and pipelines
  • Provide one call data for reports to governmental agencies
  • Record one calls in a "system" that allows for timely locates and is broadly viewable by division
  • Oversee digging and boring in and around lines (Line Crossing Inspections)
  • Keep pipeline map data current with GIS
  • Must be able to read and understand maps
  • Maintain compliance, in conjunction with and through close coordination with the Foreman and EHS Department, for all regulatory, environmental, and safety issues
  • Support and maintain all company policies
  • Secure and maintain all Devon issued equipment, including but not limited to computers, vehicles, and analysis or test equipment
  • Has the responsibility and authority to stop unsafe work by employees or contractors
  • Must be flexible, willing to work weekends to cover PTO for other team members
  • Will be on-call for One Call on weekends on a rotating schedule
  • Travel and work extended hours on short notice
57

Inbound Call Taker Resume Examples & Samples

  • Responsible for answering 100+ customer phone calls per day
  • Accurately enter service requests in Oracle from phone, email, voice mail and fax
  • Ability to ask questions, determine what support the customer requires, and correctly route service requests
  • Accuracy in obtaining customer information for Oracle database management
  • Hours are 8:30am to 5:00pm Mon - Fri
  • Your qualifications must include a high school diploma or equivalent
  • Minimum of 2 years similar customer service experience in an automated environment
  • Strong PC literacy, data entry and organizational skills
  • Experience in a customer call center environment a plus
58

Inbound Call Taker Resume Examples & Samples

  • Responsible for answering 65+ customer phone calls per 4 hour day
  • Accurately enter service requests in Oracle and OSI from customer phone calls
  • Accuracy in obtaining customer information for Oracle and OSI database management
59

Call Centre Operator Resume Examples & Samples

  • Lodge service requests and record in the DEIS (Defence Estate Information System)
  • Coordinate and monitor service requests
  • Provide support to Estate Upkeep in the provision of data and management of work orders
  • Respond to client needs and facilitate resolution in a timely customer-focussed manner within the agreed service level
  • Support team members and the BSSC Manager
  • Attend team meetings; actively contribute by putting forward new ideas and sharing learning experiences
  • Manage and collate data relating to deliverables i.e. Cancellation of orders / Access issues
  • Manage and ensure accuracy of data entered into Team Site
  • You must be an Australian Citizen to be eligible to hold a Defence Security Clearance to the level of Secret
  • Current valid Drivers’ Licence
  • Competent in the application of all aspects of the RMS Defence software system
  • Exceptional customer service, interpersonal, problem solving and communication skills
  • Excellent computer skills in MS Word, Excel and Outlook
  • Experience working with and being able to interact with people from diverse national, cultural and linguistic backgrounds
  • Will be required to work flexible hours to meet demands. Roster will cover a 24 hour period
60

Call Router, Temp Resume Examples & Samples

  • This position was created to help facilitate fast response and resolution to customer requests
  • Assist with answering initial incoming calls
  • Process calls as dictated by standard operating procedures
  • Document the customer’s issue and requests in SecureTrak
  • Assist with ticket assignment as necessary
  • Answer basic questions and resolve basic issues
  • Two shifts open for a 2 month period
  • 8am to 5pm
  • 11am to 8pm
  • Previous customer service experience, preferably in a call center environment
  • Working knowledge of Windows. Knowledge of Linux a plus
  • Type 30 words per minute
  • High School graduate or above
61

Cardiovascular Surgery Arnp w / Call Resume Examples & Samples

  • Post-Graduate Degree
  • RN and ARNP-State of FL; Certification as Adult, Family, or Geriatric Nurse Practitioner by American Nurses Credentialing Center or American Academy of Nurse Practitioners
  • Current AHA BLS, ACLS Certifications
62

Director Call Centers Resume Examples & Samples

  • Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum service to clients
  • Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Centers. Performance metrics include call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance
  • Responsible for development and administration of annual department budget to attain business goals with operational stability
  • Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development
  • Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance. Ensure compliance with regulatory agency guidelines and standards
  • Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision
  • Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction
  • Manage and expand client and coworker relationships, and find and close new revenue opportunities within the existing client base
  • A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale
  • Actively participate in all training, keeping expert knowledge in all changes to operational and compliance policy, procedure, and system enhancements in order to deliver exceptional service
  • Leadership skills and the ability to motivate and develop staff; a desire to help others work towards targets and develop their skills
  • Proven ability to build executive leadership team client relationships, and experience with direct client interaction
  • Proactive book of business service management
  • Ability to work within team environment
  • Accountable for creating and managing a range of measurements to monitor, analyze and plan improvements to call-center performance
  • Adept communication and organizational skills
  • The ability to manage change
  • Exceptional management skills
  • Financial Services Operational skills
  • Microsoft Outlook and Word with advanced Excel skills (Salesforce CRM preferred)
63

Hospice Case Manager Plus Call Resume Examples & Samples

  • Current and unencumbered license to practice as a Registered Nurse specific to that state the employee is assigned to work by the Company
  • Minimum of one (1) year of experience as a registered nurse
  • Current CPR certification
  • Valid Driver’s License and reliable transportation and agency required liability insurance to complete home visits
64

Call-intaker for AMR Philadelphia Resume Examples & Samples

  • Understands and adequately implements the concepts of Emergency Medical Dispatch as published in Principles of Emergency Medical Dispatch (and as customized by AMR) as a minimum standard of care
  • Allocates EMS resources properly as the need arises by application of appropriate decision making rules and approved protocols
  • Responsible and accountable for completeness and accuracy of paperwork related to his/her position prior to completion of shift
  • Responsible for accurate and complete data entry for the shift. This will also include State Run Report data entry as assigned
  • Responsible for generating applicable reports and checking for accuracy
  • Assists in locating scene of incidents and selecting the safest, fastest route to such scene using all available locator aids
  • Relays instructions from supervisors, messages and emergency information
  • Maintains a current working knowledge of all company policies, procedures, rules, regulations, and memorandums
  • Follows established parameters/formats in receiving requests for service
  • Responsible for knowledge and use of equipment, including but not limited to the computer, printers, 911 equipment, recording devices, telephones, and other equipment as assigned by superiors
  • Adherence to and compliance with information systems security is everyone’s responsibility. It is the responsibility of every computer user to: Know and follow Information Systems security policies and procedures. Attend Information Systems security training, when offered. Report information systems security problems
65

Shuttle Call Taker Resume Examples & Samples

  • Required: Customer service skills
  • Required: Must be able to get to work in all weather conditions including heavy snow
  • Required: Must be able to work a flexible schedule including nights, weekends and holidays
  • Preferred: Knowledge of Breckenridge businesses
  • Preferred: Live in the commuting area
66

Home Lending Solutions Center Call Screener Resume Examples & Samples

  • BA /BS degree preferred
  • 1 years of sales experience in financial services preferred
  • Ability to work independently and successfully in a team environment
  • Superior organization and time management skills
  • Demonstrated ability to handle multiple tasks efficiently in fast environment
  • Effective written and verbal communication skills essential
  • Capable of delivering results within specified timeframe
  • Proficient PC skills, including MS Office experience
  • Successful candidate must meet and comply with all requirements set forth in the SAFE Act, including, but not limited to successful completion of the required background checks and obtaining a Unique Identifier from the NMLS
67

Outbound Call Specialist Resume Examples & Samples

  • Highly motivated, focused, flexible, and able to multi-task,
  • In good standing with performance
  • Ability to communicate professionally and confidently
  • Excellent listening skills, understanding customer concerns, and overcoming objections
  • Maintains and improves quality results by adhering to standards and guidelines
  • Strong computer skills, specifically in Windows environment
  • Proficient using PC, Outlook, and databases
  • Ability to work a flexible schedule including nights, weekends and holidays
68

Call Centre Administrator X-camden Resume Examples & Samples

  • Utilise IT to the full and ensure work is progressed effectively
  • Prioritise workload
  • Maintain confidentiality of private and confidential information
  • Handling customer complaints or enquires
  • To provide telephone assistance to clients with query’s
  • Ensure correct internal and external distribution of correspondence
  • To provide an efficient, courteous and professional approach to all telephone callers
  • To record and convey accurately and at the appropriate time incoming or outgoing messages
  • To take accurate facts and contact details for the recipient of the message
  • Carry out filing as per standard filing system, keeping files up to date & any hard copies as required
  • Monitor internal system to ensure that issues are resolved in a timely manner by the relevant person
  • Ensure that emails are dealt with appropriately
  • Any other reasonable management request
  • Previous administrator experience
  • Previous experience dealing with telephone enquiries
  • Outlook efficient
  • Educated to GCSE level or equivalent
  • Previous experience of within a customer service role
  • Ability to operate MS office (Word & Excel) at an advanced level
  • Educated to A Level Standard or equivalent
69

Carelink Call Rep Resume Examples & Samples

  • Answers calls coming through the Care Central call center
  • Prioritizes and directs calls based on clinical needs and department protocols
  • Facilitates admissions and transfers in an accurate and expeditious manner
  • Exhibits proficiency in use of various electronic systems
  • Assigns rooms in an appropriate and timely manner as directed by Supervisor
  • Performs administrative duties as requested by manager/supervisor
  • Performs staffing functions as directed by manager/supervisor
  • May maintains accurate list of sitter needs and updates/redeploys sitter as changes occur
  • Accurately inputs information into the transfer database in a timely manner
70

AML KYC Call Report Regional Anlyst Resume Examples & Samples

  • Review and evaluate AML risks documented on the AML Call Reports of FCB, CBs and MSB Customers domiciled in any of the 22 LATAM countries
  • Provide AML Oversight for final execution of call reports
  • When needed, Conduct AML Call Reports of FCB and MSB customers domiciled in any of the 22 LATAM countries
  • Develop and conduct training regarding KYC procedures and AML Risk Management on Correspondent Banks
  • Assist in developing procedures for FCB segment
  • Develop and conduct analysis on FCB transactions in conjunction with bank investigative units
  • Create and conduct AML training for FCB segment and AML Advisory
  • Complete and monitor Audit and regulatory exceptions
  • Bachelor Degree required and Master Degree desirable
  • AML Certification or additional studies related to AML or financial crimes
  • 5 years’ experience in financial institutions with previous experience reviewing customer transactions and information for potentially suspicious activity and performing AML or financial investigations
  • Knowledgeable of the laws applicable to money laundering, including the Bank Secrecy Act, the USA PATRIOT act, US Treasury AML guidelines, OFAC requirements, and Suspicious Activity Reporting requirements
  • General understanding of Senior Public Figures, Money Service Businesses, Wealth Management and Retail Banking preferred as well as compliance with those business segments
  • Excellent organizational, time management and project management skills
  • Strong writing, analytical and communications skills
  • Should be a self-starter, and organized, and must have the ability to work independently, without supervision
  • Proficiency in a foreign language a plus
  • Established solid business knowledge and comprehension of complex products across all LATAM business sectors
71

Supervisory Call Specialist Resume Examples & Samples

  • Creates and provides HR/Recruiter with candidate profile of call center operator
  • Conducts secondary interview of Call Center Operators
  • Enforces, maintains and revises safety plans for children that call the National Call Center and Sexual Abuse Hotline regarding; Trafficking allegations/concerns, Suicide prevention, Threat of or in event of runaway, Domestic Violence, Self-Harm & Child Abuse and or/neglect
  • Enforces, maintains and revises the Program Protocol that provide guidance on how to protect the privacy of UAC medical records, how to handle/proceed during different types of calls
  • Ensures that all call information is properly reported, to appropriate parties, ORR, state and local authorities, and other entities within required times frames as directed by ORR
  • Oversee the maintenance of a confidential database of call information and demographics in accordance with federal laws and regulations
  • Oversees the data input of calls information into ORR’s database within the required time frame
  • Submits report that provides call volume, duration of calls, peak hours, abandoned calls, calls leading to a report to Law Enforcement, Child Protective Services & other pertinent information required by ORR
  • Assess call center needs and makes recommendations on other data that should be collected/reported weekly, monthly or quarterly in order to improve services and provide a cost saving to the government
  • Works closely with SME to develop and deliver training and material to support that training
  • Master’s degree in social work (MSW)
  • 5 years of postgraduate direct service delivery experience working with youth and trauma-informed care OR
  • A Master’s degree in psychology, counseling, or other relevant behavioral science in which clinical training and experience is a program requirement. Licensure and supervisory experience are required
  • A Favorable credit check for all cleared positions
  • Must be a U.S. Citizen
72

Call Quality Reviewer Resume Examples & Samples

  • Preferably university graduate. Banking/credit card knowledge is an advantage
  • Proficient in English, Mandarin and Cantonese
  • Good computer knowledge (MS Office, Windows, Outlook)
  • Work during US operation hours