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RssCall Center Manager/Project Manager

I am looking for a company where I can utilize my call center, project management and sales skills.

Customer Service Manager

Portland, OR

About Me

Industry:

Customer Service

Occupation:

Customer Service Manager

Highlights:

I am good at stream-lining processes, evaluating talent and selling company services

Ideal Companies:

No specific companies in mind, but I am trying to avoid small, privately-owned concerns.
 

Education level:

Associate

Will Relocate:

Yes

Location:

Portland, OR

Work Experiences

11/1998 - 9/2008

BNResearch

Director / VP

  • Managed an outbound call center with peak levels of up to 50 callers and support staff. Evaluated call center applicants and made hiring decisions based on current staffing levels and qualification of applicants. Developed and implemented the necessary training materials for new employees and for the on-going training of existing employees. Communicated regularly, in both orally and in written form, the daily status of production with respect to budgeted goals and quality standards. Scheduled study timelines after determining the capacity of the field, and scheduled the necessary interviewing hours and supervisory staff coverage. Responsible for quality control tracking and management systems, and budget analysis for multiple projects fielding simultaneously. Managed research studies for internal and external clients; recommending methodologies, developed budgets, communicated progress and handled final billings. Gathered, analyzed and presented information at corporate-level meetings.

8/1995 - 11/1998

Market Decisions Corp.

Director / VP

  • Managed a data collection call center with peak staffing levels of up to 100 people. Planned, organized and implemented all activities surrounding the data collection studies including the development of a progressive pay system for interviewers to boost production and reduce turnover. Worked closely with Human Resources to screen, interview, hire, train and develop new staff, as well as continued training for existing staff.

8/1992 - 9/1995

Market Decisions Corp.

Manager

  • Lead supervisor for business-to-business data collection. Actively managed data collection studies with tasks including interviewer scheduling, quality control, data management and security.

Education

2001

Specialist Degree

University of Georgia

  • Marketing Research

1982

Bachelor Degree

Clark College

  • Business Administration

Skills

Keywords