Professional Summary Accomplished Call Center Manager with proven success in leading a large customer support organization and successful call center of 80-125 staff taking inbound customer contacts for Unemployment Insurance using a Centurion CARES communication platform, and building a strong workforce management team while training for improvement of metrics such as AHT (average handle time) and ASA (average speed to answer) and monitoring and reporting of metrics. Strengths include independent decision making abilities, high technical aptitude, solid problem solving and analytical skills, being able to work aggressively and accurately on a deadline, and teamwork as a leader and a team member.

Highlights:

• Scheduling
• Security
• Services
• Support
• Technical Support
• Call Center
• Documentation
• Management
• Payroll
• management
• manager
• metrics