call center experienced call center manager track record implementing successful customer service training programs improving customer satisfaction scores 25 skilled analyzing customer feedback data developing new policies procedures reduce complaints 15 adept managing teams 20 representatives providing coaching feedback increases productivity 20 work experience call center customer connect solutions 032022 present implemented new customer service training program resulting 25 increase customer satisfaction scores 10 decrease call handling time analyzed customer feedback data identified key areas improvement leading development implementation new customer service policies procedures reduced customer complaints 15 managed team 15 call center representatives providing coaching feedback resulted 20 increase team productivity 10 decrease employee turnover call center manager virtual connect solutions 032020032022 developed implemented new customer feedback survey system resulting 30 increase response rates 15 increase overall customer satisfaction scores managed highvolume call center consistently meeting exceeding service level agreements achieving 95 customer satisfaction rating collaborated crossfunctional teams identify implement process improvements resulting 20 increase call resolution rates 10 decrease average call handling time call center representative telelink solutions 032019032020 implemented new customer relationship management crm system resulting 20 increase customer retention rates 15 increase upsell opportunities analyzed call center metrics identified areas improvement leading development implementation new call center processes reduced call abandonment rates 25 managed team 20 call center representatives providing ongoing coaching feedback resulted 15 increase team productivity 10 decrease employee turnover