Call Center Analyst Resume Sample
Wyatt Keebler
76530 Tromp Row,
Dallas,
TX
+1 (555) 529 6273
Work Experience
Senior Technical Call Center Analyst
07/2016
-
PRESENT
Chicago, IL
- Develop and maintain accurate forecasts to predict staff need under a variety of intake volumes and conditions using data/statistical analysis, simulation modeling and other mathematical methods
- Develop operational production plans to efficiently allocate staff resources with workload
- Monitor operational performance against forecasts and ensure meaningful deviation is detected early and incorporated in operation planning efforts
- Develop knowledge of daily operations and collaborate with supervisors, managers and front-line staff to uncover operational problems as they occur and formulate solutions and improvement opportunities
- Analyze data and other information in order to conceptualize and define operational problems and/or improvement opportunities
- Develop a working level of knowledge of the Call Center to define, optimize, automate and manage business processes to identify key measures or indicators of process performance and the actions needed to improve or correct performance
- Refer clients to the appropriate sales source for sale closure
Call Center Analyst
08/2011
-
06/2016
Phoenix, AZ
- Periodic evening or weekend work when needed
- Read, Write and type English
- Sitting for sustained periods
- Courteously and effectively interact with a diverse group of coworkers and customers
- The ability to identify and solve problems without direct guidance and provide follow through with action steps until resolution is reached
- Compare Key Performance Metrics (KPI’s) on a daily, intra-daily, weekly, monthly, and annual basis understanding root cause of variation
- Operate the Macy’s Inc. Work Order Management System
- Operate the Macy’s Inc. Purchasing (MFA) and Work Order System (eAM)
Call Center Analyst, Junior
12/2004
-
06/2011
Chicago, IL
- Adhere to established policies and procedures related to servicing, sales, regulatory compliance, quality, and sales client contact strategy
- Perform financial reviews of client portfolios and account analysis
- Recognize the need/opportunity for additional products and services
- Work in a fast paced, high volume, and high pressure environment with a sense of urgency
- Occasional lifting (10 pounds or less)
- Prolonged work on a PC/computer
- Occasional or periodic travel
Education
National Hispanic University
1999 - 2004
Bachelor's Degree in Computer Science
Professional Skills
- Experience utilizing strong analytical skills
- Decision making and analytical skills with a strong mathematical orientation
- Strong analytical, organizational and problem solving skills necessary
- Experience in coordinating simultaneous assignments by assessing deadlines, establishing work priorities, and coordinating work schedule
- Assure new users are set up in the system prior to go live date and conduct testing of their account prior to their training
- Solid customer service and negotiation skills
- Effective listening skills with the ability to discuss business problems and goals and translate information into potential solutions
How to write Call Center Analyst Resume
Call Center Analyst role is responsible for analytical, reporting, training, software, customer, research, retail, finance, database, design.
To write great resume for call center analyst job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Call Center Analyst Resume
The section contact information is important in your call center analyst resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Call Center Analyst Resume
The section work experience is an essential part of your call center analyst resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous call center analyst responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular call center analyst position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Call Center Analyst resume experience can include:
- Demonstrated experience and ability in creating reports and disseminating information that meets the need of the targeted audience
- Successful in applying analytical skills and project management methodologies and practices
- Experience sorting, manipulating, reviewing and presenting data
- Experience working within a contact center environment or large national marketing department/ organization
- Previous experience in conducting independent analysis and forming conclusions
- Able to work with conflicting priorities and drive to resolution employing a high level of professionalism
Education on a Call Center Analyst Resume
Make sure to make education a priority on your call center analyst resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your call center analyst experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Call Center Analyst Resume
When listing skills on your call center analyst resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical call center analyst skills:
- Strong communication skills inclusive of: verbal and written, interpersonal skills, and presentation skills
- Strong analytical, organization, prioritizing and time management skills
- Demonstrate successful experience applying analytical skills and project management methodologies and practices
- Strong customer service skills with excellent phone etiquette
- Demonstrated ability to communicate effectively (both orally and written)
- Assure new users are set up in the system prior to go live date and testing of their account prior to their training
List of Typical Experience For a Call Center Analyst Resume
1
Experience For Senior Technical Call Center Analyst Resume
- Make recommendations to que priorities to increase connection rates to new patients
- Business Analysis experience for a multilocation organization that employs contact center technology
- Demonstrated ability to compile data from a variety of sources
- Demonstrated ability and possess a genuine curiosity to understand new operational systems and processes
- Demonstrated ability to model Company values
- Experience with dashboards
- Use MARA to license new users and also remove licenses from termed coworkers linking of new users to the Rentokil active directory using the same software
- Trains team leaders on reporting tools and metrics
- Open tickets via Eloyalty Service Now system for issue resolution and follow up to ensure concern is being handled
2
Experience For Assoc Call Center Analyst Resume
- Communicate, written and verbally, with sales representatives, client home office staff, or client vendors to resolve sampling activity variances
- Present a written analysis including system generated report(s) to manager and/or client
- Manage Key Performance Indicators (KPI) related service levels, average hold times, training completion and other metrics
- Work with department management to develop and implement call monitoring scorecard with use of KPI's
- Train team leaders on reporting tools and metrics
3
Experience For Senior Call Center Analyst Resume
- Work one on one with Eloyalty/Calibrio to resolve issues and conduct testing of changes to the system
- Partner with Marketing department to report on contact trends and media conversion performance
- Maintain reporting on contact center team member and department performance
- Project inquiry rates by time of day to advise on best staffing levels (WFM)
- Follow up with contractors regarding schedules and conditions of work/services performed
4
Experience For Associate Workforce Call Center Analyst Resume
- Troubleshoot issues with equipment/software and escalate to service desk/Eloyalty if necessary
- Reset phone pins and voice-mail passwords if needed
- Responsible for conducting quality assurance review for all Call Center employees, Specialty Team, and FAST Team. Evaluation of live and recorded calls as well as system documentation to assure adherence to ESS standards, protocols, and workflow processes
- Troubleshoot, research and correct issues - report findings timely to Sr. Director of Client Services (Corporate)
- Monitor daily activities and key indicators
- Expertise with ESS Call Center workflow, Specialty Team workflow, FAST Team workflow and processes as well as Artiva and Hotkey systems, as well as HOST systems including, but not limited to, HMS , STAR, MEDITECH, PULSE/DAR
5
Experience For Customer Call Center Analyst Resume
- Research and subsequent resolution of sales representative’s transactional discrepancies (to include returns, disbursements, shipments, transfers)
- Provides support to team members
- Proficient knowledge of computer capabilities and PC applications such as Excel, Word and Outlook
- Work independently, with minimal supervision, and within a team environment
- Design and maintain schedules on a daily, weekly, monthly interval basis based on Service Level Agreements (SLA) and abandonment rate objectives
- Develop and maintain sophisticated forecasting models, extract data from multiple systems and complete adhoc reporting and communicate situational information to department management
6
Experience For Quality Call Center Analyst Resume
- Analyze data and develop written reports and summaries for internal and external sources
- Ensure that interval level performance achieved across all business days and operational hours
- Create and update evaluation forms in MARA
- On-board and train new locations
- Manually pull and manipulate data export information from various mediums to feed to management
- Strict attention to detail and deliver high quality results in a deadline driven environment
7
Experience For Call Center Analyst Solution Associate Resume
- Maintain confidentiality of sensitive employee, customer and company data without exception
- Establish and maintain data sources from disparate systems
- Establish service levels by campaign and communication medium
- Management of database structure and environment
- Take complex data and render it in graphical formats via Tableau, PowerBi and other tools provided
- Monitor contact medium cost and labor attribution
- Make recommendations to increase efficiency and connection rates
8
Experience For Facility Management Call Center Analyst Resume
- Work with department leaders to identify key business questions and use data to answer them
- Partner with Senior Business Analyst on other company analysis and data questions
- Build, maintain database structures to support data collection and analysis
- Complete familiarity with R, Python, SQL and other technologies necessary for data storage and extraction
- Expert MS Office and Excel
- Willingness and ability to learn new web-based information systems and analysis tools
- Willingness to take on new projects that are not covered in the job description
9
Experience For Call Center Analyst, Junior Resume
- Supply and control spare parts inventories for ED
- Create Product Complaints and Work Orders
- Create and improve call center reports
- Communicate to coordinators the agenda status and opportunities
- Responsible for the tools calibrations and all needs for ED
- Complete work orders accurately and in a timely manner
- Contributes to the team objective to resolve to the maximum of their capabilities of the customer interactions at the first point of contact, ensuring that the information is complete or / and by facilitating the restoration of normal operational service or workaround with minimal business impact on the user through knowledge and understanding in methods, systems and procedures
List of Typical Skills For a Call Center Analyst Resume
1
Skills For Senior Technical Call Center Analyst Resume
- Interact effectively with team
- Experience with and/or understanding of call software tools and programming requirements
- Experience with and/or general understanding of call center systems telecom hardware
- Experience in creating ad hoc reports with Excel and Access
- Experience in a Help Desk/Call Center or Technician role
- Previous break-fix, IT or network experience
- Experience in computer industry
- Experience with a team that includes offline and outbound agents
- Experience with and/or operational knowledge of call centers
2
Skills For Assoc Call Center Analyst Resume
- Computer industry experience
- Perform system and application analysis to identify contact channel trends, validate accuracy and provide opportunities for improvement
- Demonstrate ability to pay strict attention to detail and deliver high quality results in a deadline driven environment
- Construction / Maintenance experience
- Creating and updating evaluation forms in MARA
- Working closely with Operations leadership team to achieve ASA, Occupancy, and other call center objectives
- Responding to the needs and concerns as it relates to call center practices and the delivery of service
- Working one on one with Eloyalty/Calibrio to resolve issues and testing of changes to the system
3
Skills For Senior Call Center Analyst Resume
- Monitoring of Call Center, Specialty Team, and FAST employees to provide real time feedback as issues are identified
- Administrative tasks to include copying/scanning, filing, faxing, data entry and quality check for written documentation
- Provide feedback to department management regarding agent performance through use of scorecard and call monitoring observation
- Knowledge of developing and implementing process improvement
- Detailed understanding of ACD solutions including SaaS contact center operations
4
Skills For Associate Workforce Call Center Analyst Resume
- Provide customer service to retail stores by responding to building maintenance requests
- Impeccable attention to detail when following instructions
- Completed personal qualification standards or training in customer service
- Background that includes adaptability to move with change while maintaining a positive attitude
- Develop and deliver customer daily, weekly, monthly, quarterly and yearly reporting
- Attend regular weekly meetings with Eloyalty to discuss open issues and upcoming changes/enhancements to the system
- Exercising judgment and making decisions which impact service as it relates to the forecasting, scheduling, and traffic tasks in partnership with Operations management for up to 200+ seats
5
Skills For Customer Call Center Analyst Resume
- Formulating and applying mathematical modeling principles to gauge the budgeted staffing resources needed to operate multiple contact centers in a cost-effective manner
- Responsible for answering, logging and routing of all Customer Care calls as offered in various forms (phone, email, and internet)
- Maintains accurate problem description and resolution information for service issues in the Service Desk Express (SDE) database (including accuracy in actions taken with action codes)
- Performs first call technical resolutions via technical understanding of WFS solutions as gained through documentation, classes, WebEx sessions and shadowing associates on application teams to increase knowledge of products
- Directs ownership of customer software escalations to appropriate Customer Care resources as requested by the customer or based on need assessed from the circumstances of the issue
- Responsible for the opening, updating and closing of hardware calls through SDE and with external vendors. Also performs hardware escalations as deemed necessary through customer interaction
- Multi-task Performing Call Center administrative tasks associated with the handling of electronic faxes, processing of the Professional Services to Customer Care transition forms and routing of ASP setup workflows
- Professional experience (internship experience applicable)
- Two (2) years of analytical and finance experience compiling and analyzing data and metrics in order to recommend solutions for efficiencies
6
Skills For Quality Call Center Analyst Resume
- Assist in training of all new hires, and the Support Services team when new processes & procedures are introduced
- Basic understanding of database structure and data analysis techniques
- Learn multiple call center technology suites
- Advanced proficiency and knowledge of Excel
- Intermediate computer proficiency in Microsoft Word and Excel
- Sound organizational and time management
7
Skills For Call Center Analyst Solution Associate Resume
- Intermediate proficiency with Windows MS Office (Excel, Word, PowerPoint). The person chosen for this role with have the ability to quickly adapt to a dynamic, fast paced environment and shift priorities as deemed necessary by the environment
- Knowledgeable in the use of Service Desk Express (SDE)
- Experience with call center metrics including: service levels, cost per contact, customer satisfaction, average time handle, call abandonment active/waiting calls, agent performance, call center status, call resolution, adherence, talk times and sales per hour metrics
- Demonstrate knowledge of developing and implementing process improvement
- Provide accurate and timely logging of problems and resolution for problems in the database
- Knowledge of Windows File Sharing and LAN/WAN connectivity
- Analyze call center volume, productivity and patterns to ensure staffing levels are optimized
- Manages Key Performance Indicators (KPI) related service levels, average hold times, training completion and other metrics
- Works with department management to develop and implement cal monitoring scorecard with use of KPI's
8
Skills For Facility Management Call Center Analyst Resume
- Manually pill and manipulate data export information from various mediums to feed to management
- Maintain confidence confidentiality of sensitive employee, customer and company data without exception
- Excellent interpersonal verbal and written communication skills with a high level of comfort in recommending and implementing solutions to all levels within the organization
- Fluency in written and spoken English; Chinese Mandarin and other languages are an extra (not required)
- Good understanding of the Huntsman businesses ( divers & complex from an IT Service Support point of view ) and internal IT resolver groups, ensuring dispatching or escalation of calls & work orders to the appropriate resolver groups ( internal & external ) to maintain SLA / OLA
- Demonstrate knowledge of Huntsman’s policy/compliance framework, business processes, reporting procedures, existing and planned information systems and services for the site(s) in which they operate. Ability to adhere to the quickly changing processes and procedures within the Service Desk environment
- Resolve user-reported problems using available tools, following policies and procedures for handling technical support
- Daily responsibilities include generation of daily reports and worksheets, researching and input of next site of care information and error correction
9
Skills For Call Center Analyst, Junior Resume
- Identify and report unusual or difficult problems to management for correction
- Multitask between assignments
- Correctly document and relay patient demographics to on call physicians
- Provide first-level contact and live problem resolution for customers with hardware, software and applications problems
- Identify, escalate and resolve technically oriented problems
- Design and maintains schedules on a daily, weekly, monthly interval basis based on Service Level Agreements (SLA) and abandonment rate objectives
- Develops and maintains sophisticated forecasting models, completes Adhoc reporting and communicates situational information to department management by extracting data from multiple systems
- Analyze data and develops written reports and summaries for internal and external sources
10
Skills For Call Center Analyst Resume
- Ensure that interval level performance achieved across all business days and operational hours (e.g. breaks/lunches are taken as assigned, reviewing staffing levels during unexpected peak times)
- Effectively handle multiple tasks simultaneously, prioritize tasks and manage deadlines
- Proven ability to consistently and positively contribute in a high-paced, rapidly changing work environment
- Prioritize multiple functions and responsibilities while producing desired results
- ESS Experience required - 6 months or longer in current ESS position
- Proven ability to handle repetitive, data entry tasks
- Provides feedback to department management regarding agent performance through use of scorecard and call monitoring observation
- On-boarding and training of new locations
Related to Call Center Analyst Resume Samples
Call Center Agent Resume Sample
Work Experience
• Flexibility. This is a demanding business and we look for flexibility with work days and hours, but it’s also a lot of fun!
• Learn ICD-9 and CPT coding
• Secure headset to console and log onto system
• Access all functions of system according to establ...
Professional Skills
• Excellent communication skills including a...
• The ability to change directions quickly. ...
• Excellent verbal and written skills, time ...
Call Center Associate Resume Sample
Work Experience
• Answer inbound calls from prospects inquiring about various Manulife Health, Dental, Travel, and Life Insurance Plans
• Facilitate outbound phone calls to prospects who have requested the package for potential sale
• Document all calls handled accurately
• &n...
Professional Skills
• Strong senior leadership skills with a pro...
• Demonstrate critical thinking skills when ...
• Excellent communication skills (Verbal & W...
Call Center Quality Analyst Resume Sample
Work Experience
• Listen to and observe calls, made by call center agents
• Score said calls
• Provide timely feedback to department managers/supervisors/leads, so that they can share feedback and provide adequate coaching to the agents
• O Develops and manages a compreh...
Professional Skills
• Strong written and verbal communication sk...
• Excellent logic, reasoning and decision ma...
• Proven problem solving skills to research ...
Center Support Resume Sample
Work Experience
• Provide visibility and support to the Facilities team when monitoring the Data Center’s building controls
• Assist in the physical installation and maintenance of datacenter hardware, including but not limited to mainframe, storage, server, network, and telephony systems
• As...
Professional Skills
• Strong organizational skills, high level o...
• Experience using problem solving skills, b...
• Strong analytical and reasoning skills--ab...
Tech, Tech Support Resume Sample
Work Experience
• Working knowledge in the following
• Firewalls, Intrusion Detection System Brands & technologies, Packet sniffers and Vulnerability Network Scanners would be an added advantage
• Secondary focus is to assist online support team with expertise for key customers’ issue for ...
Professional Skills
• Under general direction, provides customer...
• Strong analytical, problem solving, multit...
• Strong verbal communication and listening ...
Expert Support Resume Sample
Work Experience
• Good knowledge of the Results Management
• Good ICT skills, knowledge of ERP systems
• Experience in dealing with stakeholders
• Working in international Business
• Knowledge of sales systems, forecasting and basic financial manag...
Professional Skills
• Strong relationship skills and ability to ...
• Execute flawlessly on day to day tasks by ...
• Excellent verbal and written English commu...