A Call Center Consultant offers assistance to customers and the management with all technical information and product service. While the actual duties are dependent on the type of the call center, the following common tasks are identified on the Call Center Consultant Resume – interacting with customers and accepting huge volume of inbound calls; following pre-written scripts and handling different topics; identifying customers’ needs and clarifying information; seizing opportunities and upselling products; keeping records of all conversations in the company database, and meeting the team qualitative and quantitative targets.
The nature of the work demands the following skills from applicants – a track record of over-achieving quota; strong phone and verbal communication skills; active listening skills; familiarity with CRM systems and practices; and the ability to multitask. Formal education beyond a high school diploma is not mandatory.
Objective : Call Center Consultant with 3 years of experience in Assisting special needs passengers, resolve customer complaints and other duties as delegated, Maintaining thorough knowledge and handling of unaccompanied minors, law enforcement officers, Hazmat, and airfreight acceptance guidelines.
Skills : Office Systems Specialist, Management Skills, Communication Skills.
Description :
Worked to identify target markets and decision-makers for their product across various verticals in preparation for the 4th round of funding.
Managed both appointment setters and a mid-size research team including script development, testing, and research strategies.
Sourced, trained and managed all call center personnel, and operating systems for the call center.
Recently completed a call center set up and management project for a political campaign software company In NYC.
Put together an outbound team of callers and systems to solicit customers to participate in a mid-size beta trial.
Completed working on various projects related to lead research, lead development, business development, business process systems and various administrative tasks including spreadsheet development, and CRM management.
Completed a marketing project for an e-learning business out of China.
Experience
2-5 Years
Level
Junior
Education
BS
Call Center Consultant Resume
Objective : Seeking a Call Center Consultant position with an outstanding career opportunity that will offer a rewarding work environment along with a winning team that will fully utilize management skills.
Oversaw all call center forecasting, scheduling, reporting, and real-time management.
Worked closely with Human Resource management to ensure staffing levels are met.
Developed individual or multiple call center plans and goals that are aligned with the call center business plan.
Ensured maximum utilization of resources to achieve service level and financial objectives.
Balanced technology, processes, and people to optimize resources at both local-site and national-network levels.
Monitored the effectiveness of call center software (switching, routing, and workforce management packages) Provides advice and solutions directly to customers in atypical circumstances.
Worked with staff to meet customer needs in a responsive and efficient manner.
Experience
2-5 Years
Level
Executive
Education
MS
Call Center Consultant Resume
Objective : Accomplished, results-driven Call Center Consultant professional with a proven track record of quality output, dedication to clients, and a solid work ethic in diverse and rapidly changing environments. As one who is early in his career, eager to continue my advancement with a company that can utilize my skills while providing a positive, growth-oriented environment.
Skills : Proficient With Computers, Inventory Management, Training & Development, Customer Service, Accounting, Finance, Microsoft Office, Inventory Management, People Management
Description :
Provided exceptional support on all aspects of life insurance.
Understood that this role played an integral part in the success of the company by increasing sales through satisfied clients.
Answered calls from clients, agents, internal sales force, and other company resources to ensure that an explanation was given and those asking the question had a full and complete answer.
Trained in traditional and variable life.
Managed call tracking system and assigns tasks.
Logged time and percentages of open and closed client problems.
Developed all telephone scripts, developed all prospecting emails, and a complete marketing plan including setting up of LinkedIn main page and Showcase pages (contract project).
Experience
2-5 Years
Level
Junior
Education
MS
Call Center Consultant Resume
Objective : A process-oriented Call Center Consultant professional with eighteen years in customer service and sixteen years in the call center services arena. Possess call center leadership, project management, and relationship management experience. Experienced with creating and implementing SOP's, workforce management including Erlang C analysis and calculation, call center metrics reporting and trending analysis, quality monitoring programs, merit programs, team building programs, workflows, and upgrading technologies.
Skills : Microsoft Office, Dialer Softwares: Off-Premise & On-Premise, Quickbooks, SQL, Sales Operations, Data Management.
Description :
Implemented a fully functional IVR integrated with current debit card processing software to provide account information to customers.
Implemented five bank-sponsored MasterCard debit card programs including an instant issue MasterCard, a person spend MasterCard product, and employer supported payroll programs.
Built relationship with the software company responsible for maintaining the processing system and software; made development requests for changes and improvements in application database over the cycle of four software releases/upgrades.
Taught in-house call center team call center operations management, call center budgeting and analysis, and project management.
Created operations manual and employee handbook for the organization.
Created employer training guides and marketing materials for the sales force and Senior Management.
Assisted in the development of internal reports providing cost analysis of each card program.
Experience
2-5 Years
Level
Executive
Education
G.E.D
Call Center Consultant Resume
Objective : Responsible for Communicating clearly and accurately with customers as well as ground and aircraft personnel, Miscellaneous duties as assigning by Manager and Supervisor, Conducting other duties as assigned.
Skills : MS Office, Technical Skills, Management Skills.
Description :
Maintained call center database by entering information.
Kept equipment operational by following established procedures; reporting malfunctions.
Updated job knowledge by participating in educational opportunities.
Enhanced organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Provided a high level of customer service support with product expertise and advanced selling skills.
Determined requirements by working with customers.
Answered inquiries by clarifying desired information; researching, locating, and providing information.
Experience
0-2 Years
Level
Entry Level
Education
MS
Call Center Consultant Resume
Headline : Hardworking, organized, Call Center Consultant professional with a proven background delivering sensible business technology solutions on time and under budget while working as a team member or team leader.
Skills : Spanish Speaking, Communication Skills, Management Skills.
Description :
Consultanted projects for the following: NexHorizon Cable TV, Chula Vista, CA.; ADMS Corporation / Southwest Strategies, Lake Forest, CA.
Project managed assessment of current call center organization then delivered recommendations and project plans to reduce labor, improve efficiencies, enhance data collection, and eliminate work duplications.
Deliverable included Comprehensive Functional (Hybrid) Assessments.
Interviewed management and staff to better understand its front-line processes and transactions.
Researched technologies available within the marketplace and provided impact assessment to the client's environment.
Negotiated contract with an outsourcing vendor, which resulted in an estimated $1,000,000 savings per year in outsourcing costs.
Developed and implemented a proposal to reduce operating hours resulting in an annual savings of $600,000.
Experience
5-7 Years
Level
Executive
Education
MS
Call Center Consultant Resume
Objective : Dynamic solutions-oriented customer service and support manager, strategist, and analyst improving brand image, productivity, and customer experience. Areas of expertise include data analysis, workforce and process management, training, and leadership development. A hands-on leader who can focus on front line issues, while building collaborative relationships and influencing best practices in recruitment, employee development, and communication.
Skills : Outstanding Customer Service, Call Center Development,.
Description :
Selected and implemented ACD and VOIP systems, IVR, voice/data monitoring and recording systems, and desktop applications.
Defined key metrics, call routing strategies, and voice menu development.
Developed reporting, policies, and guidelines.
Target desired capabilities and provide phone administration services including vendor management and internal moves/adds/changes for legacy systems.
Coordinated the centralization of remote help desk sites supporting 9 hospitals and numerous clinics nationally.
Performed consulting services for former employers, Assurant and FutureCall, which encompassed resolution of any call center crisis, from site turn-around, site expansions, and closures.
Conducted daily review of site metrics and profitability to formulate appropriate strategies and action plans.
Experience
2-5 Years
Level
Junior
Education
Diploma
Call Center Consultant Resume
Objective : To obtain a long-term Call Center Consultant position with a company that will utilize my crew chief, cashier, and customer service skills to become a productive asset to the company.
Skills : MS Office, Management Skills, Training SKills.
Description :
Streamlined staffing and training for Call Center Representatives and new hires.
Diagnosed issues regarding call volume, customer complaints, field service, and dispatch operations.
Hired new representatives and train associates.
Developed training classes.
Trained associates on efficiency improvement.
Reorganized records management.
Provided general information (offers, services, tariff plans, promotion, etc.) by replying to balance and invoice queries.
Experience
2-5 Years
Level
Executive
Education
MS
Call Center Consultant Resume
Headline : Consulting and contributes to the various BUs, GTM, Finance, and Delivery Teams for client assessment, business analysis, P&L overview, and service delivery recommendations as needed.
Skills : Call Center Operations Manager, Tele Sales Operations Manager, Customer Service, Vendor Relationship, RFP And Contract Proposal, Inside Sales Manager, Training Development.
Description :
Provided technical assistance to customers and updated customer database during customer contact.
Fixed customer problems at first contact and transferred non-resolved problems as complaints to the troubleshooting supervisor.
Proactively worked within various call center departments, including Operations, IT, Recruiting, Quality Assurance, Training, and Human Resources that honed knowledge of functional operations of these departments.
Prepared and implemented a recommendation to include vendor support for relationship deepening efforts, resulting in additional revenue of $2,000,000 to the bank.
Resolved problems by clarifying issues; researching and exploring answers and alternative solutions.
Escalated unresolved problems.
Fulfilled requests by clarifying desired information.
Experience
5-7 Years
Level
Executive
Education
Master's In Education
Call Center Consultant Resume
Objective : Highly experienced Call Center Consultant professional. Able to handle a high volume of customer calls in a fast-paced environment, while maintaining an emphasis on the highest quality of consumer service. Over 5 years of experience as a Social Security intake specialist and over a year of experience as a consultant at The Miami Hand Center and Orthopedic offices.
Skills : Management, Negotiation, Microsoft Office, Client Management, Executive Management, Process Improvement, Process Development, Team Building, Presentation, Sales.
Description :
Completed transactions; forwarding requests.
Implemented solutions.
Performed all responsibilities in accordance with BECU Competencies, compliance, regulatory, and Information Protection requirements.
Handled high-volume inbound calls from members and potential members.
Ensured internal customers and external members are assisted in a timely manner within established service and quality objectives.
Assisted customers with the basic technical website and mobile navigation needs.
Followed through with service commitments made to members with a sense of urgency.
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