robert smith call center analyst phone 123 456 78 99 email infoqwikresumecom website wwwqwikresumecom linkedin linkedincomqwikresume address 1737 marshville road alabama summary call center analyst responsible resolving problems clarifying issues researching exploring answers alternative solutions implementing solutions escalating unresolved problems skills creative skills analytical skills managing skills customer service work experience call center analyst abc corporation june 2007 june 2007 supervised daily call center activities 500 employee call center monitored call center metrics phone activities realtime managed employee work assignments included shortterm long staffing overtime decisions based realtime longterm call trends fully automated departmental reports interoffice communication via email designed automation rules companys new aspect wfm scheduling system created forecast reports executive summary reports call center statistics reports assist planning daily weekly monthly call center management strategy ensured collection customer service systems working properly call center analyst delta corporation 20022007 provided reporting upper management previous day performance metrics detailing service levels average handle time forecasted call volume directed workflow customer service sales area 247 call center operation implemented procedures time schedule selection process working management staff streamline processes one centralized area resolved dell customer computer hardwaresoftware issues ensure satisfaction generated high rate repeat referral business providing exceptional service devised implemented troubleshooting strategies business customers complex timesensitive issues facilitated resolution complicated enduser desktop networking troubleshooting scenarios supporting team 30 fellow call center analysts education ged free resume template copyright qwikresumecom usage guidelines