first last call center manager work experience contact haringey united kingdom 44 1234567890 firstlastgmailcom skills resume worded london united kingdom specializes cloud computing database management services call center manager 082021 present achieved 46 increase customer satisfaction within first 72 days initiating agent training programs quality assurance processes reduced average call handling time 15 leading efficient call center operation cost reduction increased customer satisfaction reduced call volume leading first call resolution rate 51 yoy implemented performancebased incentive program boosted agent productivity 84 first year polyhire london united kingdom designs enterprise software handle b2b business operations smes team leader hard skills workflow optimization call scripting 102019 072021 mentored 10member team consistently exceed monthly sales targets average 117 2020 2021 conducted regular performance assessments improved individual kpis 30 team members achieved 79 customer satisfaction rating rigorous quality control measures regular staff feedback sessions partnered 10 teams streamline processes leading 66 increase overall department efficiency growthsi london united kingdom barcelona spain education technology startup 50 employees 100m annual revenue call center supervisor 062018 092019 supervised team call center agents consistently achieving team average 270 calls per hour slashed customer complaints 44 targeted coaching 10 quality control measures streamlined call center processes reduce average call handling time 85 seconds improving turnaround time reduced agent turnover implementing 30 engagement initiatives career development opportunities previous experience network administration active listening change management data analysis employee management conflict resolution training performance evaluation tools software salesforce voip ivr hubspot zendesk languages english native romanian native spanish conversational education university new york bachelor science business administration new york city new york 102011062014 rw experience professionals association member certified manager customer service representative abc company london uk guest relation officer xyz company new york usa call center sales internship abc new york usa 112017 052018 012016 102017 072014 122015