Senior Call Center Service Representative Sample Resume Format in Word Free Download -->

Senior Call Center Service Representative Sample Resume Format in Word Free Download

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


Gracy Hopkins

309 Nichols Avenue                                               

(203) 375-9876

Stratford, CT 06001

gracy@optonline.net  


CAREER SUMMARY


A technology professional with a diverse background in business, technical sales, problem management and customer service. A go-to person with a proven track record as sales engineer, research analyst and team lead backed by over twenty years experience in telecommunications and Information Technology. 

EXPERIENCE


People’s United Bank


Senior Call Center Service Rep / Level 3

September 2011 to present

Responsible for providing superior customer service, focusing on problem resolution, service recovery and customer retention, adhering to internal policies and procedures and utilizing advanced knowledge of the organization’s products and services to meet department productivity and quality standards. Provides Level 3 support for ebanking and mobile banking services with a high degree of focus on commercial customers. 
  • Responds to and documents all Level 3 escalations and maintains knowledge-base
  • Team lead for Level 2 and Level 3 support – represents teams at management meetings and during product planning sessions and acts as a resource to Call Center Service Reps.
  • Provides support and educates customers regarding products, services, upgrades, regulations and changes
  • Develops and maintains knowledge of internal policies, procedures, and products
  • Investigates and resolves or manages customer problems and if needed escalates to the appropriate party
  • Assists in the delivery of training programs for new employees. Participates in assessment skill sets of employees in training and makes appropriate recommendations

ReGenerating Solutions


Technology Consultant / Manager                 

September 2003 to February 2010

Responsibilities include consulting with clients to determine key business areas requiring improvement. Uncover customer needs and recommend cost effective technology solutions to help clients reach their business goals. Be a technical resource for clients by providing training, technology updates and problem management.
  • Actively supports the development of new business by making cold-calls, presentations and demonstrations
  • Prepares quotes, invoicing, orders products, executes contracts and manages upgrades, returns and exchanges
  • Technical resource for telephony, VoIP, SIP, broadband, ACD and messaging
  • Research, test and bring new products to market to support the requirements of existing clients
  • Provide direction and leadership for small sales team and team of developers (twenty employees)
  • Responsible for customer support and client retention

Infinity Consulting Solutions


Independent IT Contractor                               

February 2002 to September 2003

Responsibilities include working with a team to replace all desktop computers internal to a world wide distributor. Be involved in all project planning and implementation meetings. Agent of change to client executives to ensure complete understanding of project and all major changes to end-user configurations.
·         Created a plan to inventory all existing computer hardware and software as phase 1 of the project
·         Work with each division to schedule system inventories, end user interviews, and training on new systems
·         Implement inventory process, interviews, and update centralized database of all inventory results
·         Provide customer support during systems deployment and training phase of project
·         Test asset management software and log any issues with scheduling or LAN/WAN bandwidth
·         Respond to all end-user concerns with asset management software, log concerns, and follow up
·         Was project and technology advocate during all phases of the project

AppliedTheory, Inc. (is now NaviSite)

 

Senior Sales Engineer / Consultant               

April 2000 to October 2001

Responsibilities included applying technical expertise and product management skills to developing proposals and architecting  solutions that meet or exceed the customer's Internet technologies needs (including Managed Hosting Services, security, e-business, and network access).
·         Documented technical requirements, selected hardware and software (custom & OTS), presented solutions
·         Project managed post-sales testing and final implementations for co-located, dedicated, and managed services and provided customer support while retaining and growing installed-base clients
·         Branch technical resource for PC support, VPN, email, router, switches, printers, some cabling
·         Works with prospects and customers , providing gap analysis, and solutions to reach their business goals
·         Specified routers, firewalls & VPN, servers (Compaq & Sun with RAID technology and F5 load balancing), multi-protocol networks (FR, T1-T3, OC, BGP4) ,  customized software applications (Web Site, Supply Chain Management, CRM, Content Management) and managed services (backup, replication, updates, SLA’s)
·         Acted as local branch manager for one year resulting in 15% growth in sales and service revenue during recession
·         Planned, coordinated, and relocated branch office move from Westport to Shelton

GartnerGroup


Consultant / Research Analyst

July 1999 to April 2000

Responsible for providing customers with Total Cost of Ownership analysis of Contact Center/Helpdesk and voice/data networks. Applied experience in designing and supporting large contact centers and engineering broadband networks to understanding and evaluating customer business challenges.
·         Defined and managed detail and scope of analysis; acquired executive sponsorship from client
·         Performed preliminary analysis of all customer-provided data; formulated criteria for Bench Marking Peer selection
·         Determined strategies and best practices to assist clients in aligning efforts with business objectives to achieve best-in-class organization
·         Formally presented documented analysis to senior executives
·         Recommended technology solutions and strategies to improve performance and cut costs

IBM (ROLM & Siemens)


Senior Sales Engineer, National Account S.E., Global Soutions S.E., Project Manager

November 1984 to April 1999

Responsible for all aspects of customer sales, implementation,  customer support and client retention; leveraging more than 15 years experience in voice and data systems.
·      Responsible for customer technology gap analysis, educational training, and technical sales support
·      Developed technical requirements for branch offices and strategy for implementation and ongoing support
·      Provided support for area branch offices with hardware and software, upgrades, installations, and migrations
·      Served as an Area Specialist in data communications, call center operations and design, including voice messaging, and networks.
·      Account managed Global Accounts, providing project coordination, design support, customer service and client retention
·      Turned around several major national accounts resulting in over $12 million dollars in technology and service sales
                                                                                               

OTHER PROFESSIONAL EXPERIENCE

Project managed the relocation of two data centers and tested all equipment
Designed contact center for 3,100 active agents
Senior Data Communications Specialist for DUNSNET and National CSS
Consultant on contact centers for Volvo, Kodak, IBM, NSA, EDS, The Hartford, and Marriott
Project team lead SE on 165 PBX locations for major Connecticut based insurance company
Managed all data hardware (desktops, laptops, printers, controllers, protocol converters, etc) for 8 branch offices
Project managed all aspects of 4 branch office relocations
                                                                                                                 

AWARDS

AppliedTheory, Inc.  Top Presenter Award 2001, Customer Satisfaction and Retention
Siemens Global Solutions Sales Engineering Achievement Award
IBM / ROLM Data Communications Specialist - Switched Solutions Award
IBM Customer Satisfaction and Client Retention Award

PROFESSIONAL DEVELOPMENT

Check Point Firewall Administration certified
Solutions Selling, Face To Face Selling Skills for Sales Support Engineers, and ISS Security Solutions Selling
Advanced Traffic and Network Engineering
Call Center certified by ROLM / Siemens
Advanced Sales Engineering Certified from ROLM / IBM / Siemens
Advanced Networking, Advanced Data Communications, Call Center Applications
Attends an average of four weeks training per year
Two years of study, Norwalk C.T.C., Norwalk, CT; Electro-Mechanical Engineering


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