Call Quality Assurance Resume Format in Word Free Download -->

Call Quality Assurance Resume Format in Word Free Download

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Sample Template Example of Beautiful Excellent Professional Curriculum Vitae / Resume / CV Format with Career Objective, Job Description, Skills & Work Experience for Freshers & Experienced in Word / Doc / Pdf Free Download
Joy Glenn
309 E 17th St. Sioux Falls, SD 57001
605-661-9876 Cell
Email: joy@gmail.com

 

SUMMARY PROFILE

Versatile, results-oriented management professional with industry experience and a track record of consistently exceeding goals. Proven success identifying and developing new training material as well as creating and implementing policies and procedures to increase company efficiency.  Excellent motivator, communicator and trainer with effective relationship building skills.  Key areas of expertise include:
·         Call Center Management
·         Performance Management
·         Data Analysis & Management
·         Training
·         Call Quality Assurance / Quality Control

PROFESSIONAL EXPERIENCE AND SELECTED ACCOMPLISHMENTS

Call Center Management
Responsible for supervisory decision-making of a collection call center floor of 20 people including a total collection volume exceeding $1.3 million which was an increase of over 30% in 3 months.  Developed company efficiencies through streamlining policies and procedures to increase overall productivity to achieve company collection goals.
·         Developed and implemented reports to track and monitor account flow to help achieve efficiencies in contact percentages, increased call volume and diagnosed “hidden” accounts.
·         Created and developed new databases and reports to maximize employee performance, dialer efficiency and account campaign strategy.
·         Developed an online reference guide for company policies, procedures and company related material for quick reference.
Training / Performance Management / Data Analysis & Management
Updated and compiled material to train the largest hiring class in the company’s 37 year history.  Created  a revised version of the call model to include a stronger emphasis on customer service, deliver a better overall customer experience while also increasing dollars collected.
·         Updated the new employee training manual.
·         Developed the companies’ first bi-lingual collections department addressing unworked Spanish speaking only accounts and opening up a new method for increased revenue.
·         Evaluated, coached, and trained representatives on collection practices, computer technology, and company policies while setting monthly goals for employees.

Call Quality Assurance / Call Quality Control
Monitored and reviewed employee calls to ensure call quality and no violations of company policies or laws and regulations including FDCPA and TCPA.
·         Established monthly employee call reviews to ensure compliance.
·         Used call recordings to track the quality of work and skills being used on calls.
Joy Glenn                                                                                                                           Page Two

AWARDS AND RECOGNITIONS
·         Received awards and incentives for achievement of collection floor goals.
·         Received a leadership award for Team Captain from HSBC Card Services in 2008
·         Received a "Great Idea" recognition for developing a coaching review form for use during employee and manager sessions to aid in monthly goal setting & employee development.

CAREER HISTORY

AAA Collections Inc. - Sioux Falls, SD                                                                           2011 – 2012
Collection Floor Supervisor
HSBC Card Services - Sioux Falls, SD                                                                           2005 - 2011
Account Specialist
New Radio Group, LLC - Yankton, SD                                                                          2002 - 2005
Sports Director, Assistant Program Director & Production Director
Dakota Rose Broadcasting - Devils Lake, ND                                                                2001 - 2002
Sports Director, Assistant Program Director & Assistant Production Director
Gateway Computers - Sioux Falls, SD                                                                            2000 - 2001
Sales Representative, Customer Service


EDUCATION

Degree in Radio Broadcasting - Brown College, St. Paul, MN
Broadcast Journalism - South Dakota State University, Brookings, SD

COMPUTER SKILLS


Microsoft Word, Excel, PowerPoint, Internet Explorer, Lotus Notes, Four D Collection Software, CAFÉ Collection Software, Toolbars Collection Software, Radius Dialer Manager



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About Author of the Website:

Neetu Singh is the founder of Resume Formats .Neetu Singh holds an Engineering degree in Computer Science with MBA Degree in Finance and Human Resource (HR). Currently she is running a Global Manpower Consultancy. Contact Her Here

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