jessica claire montgomery street san francisco ca 94105 555 4321000 resumesampleexamplecom career overview coaching development technical support ability multitask demanding environment process improvement administrator development knowledgeable system extensive knowledge companies internal procedures able energetic outgoing driven reach company goals core strengths customer service professional possess outstanding communication organizational skills emphasis creating training materials motivational modules key strengths include implementing standardized policies procedures training development delivery drive performance improvement customer service agents strong work ethic ability work team player individual various leadership roles accomplishments customer assistance key strengths quality assurance monitoring customer experience lifecycle escalations training development delivery leadership management worked company systems live support diligently completed assigned tasks working overtime needed customer service researched calmed rapidly resolved client conflicts prevent loss key accounts database maintenance assisted managing company database verified edited modified members information annual best leadership award year completed love lose communication leadership course cle training award leadership support year work experience 072014 062015 quality assurance lead mantech international corporation honolulu hi monitor select number agents per hour per day per week deliver feedback within acceptable time frame analyze mobility support departments created mobility support team quality form observations form implemented program resulted mobility support quality scores increase 10 results higher quality expectation percentage participate speak weekly huddles provides continued motivations agents participate staff meetings coordination sessions staff personnel exchange ideas information relates call center actively facilitate calibrations monitor program requirements assisted creating recognition programs created new quality assurance newsletter monthly basis employee based motivate recognize top performers leadership management new hire graduation team building events attended cle coaching leadership essentials training development continue utilize new coaching processes monitor selected agents multiple departments contracts bridging gap communication within departments trained management excel spreadsheets reporting shortcuts metric reports etc cross trained several different contracts within call center contributed startup new sprint contract created informational development tips call center agents created coaching tracking spreadsheet assist analyzing agent opportunities assisted creating development progress plans assist process improvement managed quality communication customer support product representation client worked strict deadlines responded service requests emergency callouts crosstrained provided backup customer service representatives needed 102010 072014 manager steak n shake co minerva park oh implemented program resulted 15 point increase agent quality scores assisted implementing customer experience program achieved sustained net promoter score 90 project managed development implementation new dispatch system developed training materials resulted improved customer service agent performance implemented customer compliment initiative led increase employee moral project plan creation implementation implemented created operational procedures practices materials developed quality materials audit protocol training modules conducted successful client tours presentations increased financial bottom line managed third party vendor relationships issue escalation process documentation supervised inbound call center consisting client services representatives well departmental leads monitored overall performance attendance training progress representatives assigned conducted interviews entry level openings technical support positions recipient companys leadership support achievement award development maintained call center knowledge base system 022010 102010 lead customer service agent ecolab inc simi valley ca emergency dispatch agent consistent top performer handled customer escalations peers need assisted training development peer peer mentoring program promoted quality assurance department 6 months employment created culture committee increase morale created excel metrics reporting spreadsheets monitored inbound outbound calls coaching development coworkers 08xxx9 022010 technical customer service agent 04xxx5 01 xxx7 amazoncom inc san antonio tx troubleshoot setup top boxes troubleshoot mac pc operating issues dispatched mobile technicians required customer locations created tracking tickets issues maintained maximum handle time 12 minutes data entry scheduled new cable fios installation senior service agent assistant supervisor davita rxcity state quality assurance monitoring processed customer prescription claims verified insurance coverage researched escalated customer disputes mentored new hire training classes created new standardized procedures policies agent accountability educational background august xxx0 high school diploma general newman smith high school carrollton tx 2016 bachelors science psychology degree psychology university phoenix phoenix tx course work related management field constant face face interaction employees coworkers obtaining degree related course work helps excel interpersonal development people may opportunities skills telecommunication multitasking call center coaching contracts client customer service data entry documentation financial insurance team building leadership mac materials meetings mentoring outlook exchange newsletter organizational skills personnel policies presentations process improvement quality assurance reengineering reporting spreadsheets team player technical support training development delivery training materials troubleshooting strong public speakercareful active listener professional friendly able think outside box