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This 1 page Document was uploaded by an elite notetaker on Tuesday December 22, 2015. The Document belongs to a course at a university taught by a professor in Fall. Since its upload, it has received 10 views.
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Date Created: 12/22/15
Elizardo (Al) Campos Woodland Hills, Ca 91367 818.428.5448 firstname.lastname@example.org OBJECTIVE Results driven manager/director eager to contribute in a collaborative environment to analyze, develop, and execute business initiatives that achieve strategic goals. EDUCATION University of Southern California, Broadcast Journalism CAREER PROFILE Over 15 years of successful experience in multi contact call center management. Well versed in all aspects of team training and motivation skills. Demonstrated leader in quick and effective problem resolution. Adept at presentations, budgeting, and reporting. Skilled in effective policy and procedure development (ISO). Knowledgeable in current technology and support software. Proven accomplishments in achieving sales goals. Notable facilitator between company departments and vendors. Well-organized multi-tasker with strong detail orientation. PROFESSIONAL EXPERIENCE Hautelook.com (A Nordstrom Company), Los Angeles, CA Senior Call Center Workforce Scheduler 2012-Present Executed RFP and instituted Monet Workforce Management software replacing previous software Created hourly KPI status reporting and daily attendance reporting for over 100 on site and home agents Successful in creating manual scheduling for team, company, and supervisor to agent 1 on 1 meetings Identified areas of opportunity in relation to budget adherence, headcount, and seasonal peak strategies Guess? Inc., Los Angeles, CA Care Center Manager 2010-2012 Instituted sales program and achieved 1.3 million dollars in first year sales. Automated desktop software and processes for one call resolution. Successful in creating care support for international customers and retail outlets. Identified over $300,000 in fraudulent online orders. Time Warner Cable, Los Angeles, CA 2008-2010 Lead Team Supervisor Created team of 35 “mentors” servicing the 300 seat call center. Achieved an 8 month consecutive 100% mentor KPI scorecard. Created and presented new technology training for cable, internet, and phone products. Reduced mentor team customer credits from a $25,000 monthly average to $1,400. PERSONAL INTERESTS Fluent in speaking, reading and writing Spanish Sports - softball, basketball, football Classic cars Technology trends
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