jessica claire montgomery street san francisco ca 94105 555 4321000 resumesampleexamplecom professional summary driven business development professional effectively builds loyalty longterm relationships customers consistently exceeding sales targets expertise team building employee satisfaction passion process improvement customer relations specialist quality assurance control unsurpassed work ethic resultsoriented dependable detailoriented skills team building expertise natural leader employee relations performance evaluations project management superb time management skills work history call center operations manager 102015 current mci beverly trained coached mentored staff ensure smooth adoption new program implemented innovative programs increase employee loyalty reduce turnover 25 monthly consistent 12 developed initiated rollout processes coaching balanced scorecard includes closed loop process analyzed key aspects business evaluate factors driving results summarized results presentations supervised team 1 manager 2 sales consultants 5 supervisors 100 fte assumed ownership team productivity managed work flow meet exceed quality service goals customer qualification manager 2015 102015 columbus mckinnon corporation ballantyne coe nc manage team 23 customer service representatives fast paced contact center developed highly empathetic client relationships earned reputation exceeding service standard goals maintained uptodate knowledge product service changes scheduled staff shifts cover peaks lulls customer inquiries reduced employee turnover 16 consistent coaching feedback praise bolstering employees engagement directed quality assurance efforts maximize timely completion delivery orders customer satisfaction minimize errors order processing operations manager 022006 092014 teleperformance city state supervised team 8 customer service supervisors fast paced contact center 140 fte implemented set comprehensive tracking processes monitor dsat performance led supervisor team show consistent improvement dsat 15 9 3 months led highly effective team 5 supervisors clear communication performance management career development plans reward recognition practices supported vonage esecuritel sprint dell att uverse sutter century link adobe xbox established maintained esecuritel vendor partnerships designated program fixer programs performing expected standard clientcontractual performance requirements led slc esecuritel team consistently lead 2 sites qa csat 5 months teaching supervisors coach balanced scorecard led vonage team vendor month achieve month april 2014 engaging supervisor team obtaining buyin supervisors helped lead xbox sandy 8 1 quality service within 3 months teaching supervisors effectively coach balanced scorecard promoted employee engagement facilitating career development among team members including intern program different departments teams company high school diploma 2014 entrada high school sandy ut education