Rubin Jefferson Call Center Manager
Energetic, enthusiastic and experienced call center manager. Having experience of more than ten years in customer service and team management. I wish to work as a call center manager for a group that believes in the best customer service delivery as well as developing teams. I have the skill and strong communication to make a team of workers perform according to the company rules.
Yellow Tele Marketing
Call Center Manager (Feb 2013 to Present) 8 Years & 9 Months
• Responsible for looking after the shift teams and ensuring smooth operations. • Shift members and call center equipment is also my responsibility. • I am in charge of reaching the targets within the given period. So far, all targets have been achieved before deadline. All sales were based on commission and calculating each employee's commission and salary appraisal is my duty.
Call Center Manager (Apr 2009 to Jan 2013) 3 Years & 9 Months
• Responsible for all call center operations. Incoming calls, equipment management and shift supervision were my responsibility. • I was in charge of dealing with irate callers. I was responsible for dividing work among the shift members and groups. • I was also responsible for writing performance reports and managing bonuses and salary increases.
Call Center Manager (Jan 2006 to Mar 2009) 3 Years & 2 Months
• Responsible for managing work in the call center on shift basis • All the customer service representatives were supervised and I listened to randomly selected telephone calls to ensure quality service. • I was responsible for knowing the details of all the products of our clients, and was able to calm down any caller if needed. I was also responsible for distribution of workload among teams and supervised the call center discipline. All CSRs were supposed to deliver the best service and I was present to ensure that. Salary distribution, appraisals and bonuses. I have been appreciated for efficient work allocation.
BS (Business Management)(2001 - 2005)
High School(1999 - 2001)
Appreciated with bonus prize for reducing shift members and efficiently dividing work load.
- Customer Relations
- Shift Supervision
- Strategy Development
- Product Detail
- Caller Management
- Equipment Control
- Motivation Of Staff
Native or Bilingual Proficiency
Professional Working Proficiency
Limited Working Proficiency
Date of Birth
- Learned languages in order to deal with the different customers and workers.
- Customer Service Training from Resource Well.