Call Center Analyst Resume Sample

Call Center Analyst job description is to be responsible in successfully delivering services from one entity to another. The analyst will be in charge of scheduling subordinates, creating monthly reports of the company dynamics, recommending solutions to higher-ups to ensure productivity, addressing any issues among employees, and reviewing employees’ performance.

Call Center Analyst Resume Example

JESSICA VARGAS

4570 Elk Avenue, Adrian, MI, 49221, Phone: +1 (571) 504-6315

 

EXPERIENCE

FACILITY MANAGEMENT CALL CENTER ANALYST

Adrian, MI

04/2018 – present

  • Answer emergency calls from stores via hotline and make emergency notifications to superior management
  • Design, make, and prepare all procedural and training manuals
  • Follow up on product orders and update work orders as instructed by superiors
  • Create, update, and maintain the official call center website
  • Perform various assignments, special projects, and other duties as assigned

 

ASSOC CALL CENTER ANALYST

Ann Arbor, MI

02/2014 – 11/2017

  • Monitor, track, and analyze the performance of call center services
  • Review forecast accuracy and take proactive steps to minimize variations
  • Analyze call center performance metrics
  • Assist leadership team to ensure consistent quality performance
  • Identify trends, make trend reports, and propose steps to complete objectives
  • Recommend remediation plans if asked or necessary

 

CALL CENTER ANALYST

Ann Arbor, MI

  • Create, deliver, and maintain monthly and annual work-reports
  • Compile weekly and monthly reports
  • Monitor employees to provide feedback when problems are identified
  • Responsible for executing the daily call center activities in a timely and precise manner
  • Assist relevant departments to identify business opportunities by conducting call center analysis
  • Expertise with ESS Call Center workflow, FAST team workflow, and Specialty Team workflow

 

EDUCATION

METROPOLIS UNIVERSITY

Bachelor’s Degree in Communication

 

SKILLS

  • Languages: native English, full professional Mandarin & German, professional working Spanish
  • Excellent analytical and communication skills
  • Strong mathematical, organization, and leadership skills
  • Strong knowledge in MS Office, Adobe Photoshop, and Corel Draw
  • Effective written and verbal communication skills
  • Able to manage complaints properly
  • Work well privately and within a team
  • Adhere to company regulations, showing good ethics and professionalism in carrying out assigned tasks
  • Possess spontaneous problem solving skills while benefiting all parties involved
  • Able to provide technical instructions to individual who are less or unfamiliar with technical matters

Call Center Analyst resume sample 1

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