ตัวอย่าง Resume งาน BPO / Call Center (BPO) ฉบับที่ 143
Resume Example BPO #0143 ประมาณ 971 คำ
เรซูเม่ฉบับนี้เป็นตัวอย่างสำหรับตำแหน่ง CAREER OVERVIEW ระดับมืออาชีพ มีประสบการณ์รวมประมาณ 6 ปี เรานำมาวิเคราะห์เพื่อให้เห็นว่า โครงสร้างมีจุดเด่นอย่างไร และส่วนใดนำไปปรับใช้กับข้อมูลของคุณได้
จุดเด่นของฉบับนี้ แสดงประสบการณ์ทำงาน 5 ตำแหน่ง พร้อมหน้าที่และผลงานของแต่ละช่วงอย่างเป็นลำดับ
สิ่งที่ควรสังเกตในตัวอย่างนี้
- ประวัติงานต่อเนื่อง 6 ปี เห็นการเติบโตของตำแหน่งได้ชัด
- ประสบการณ์ 5 ตำแหน่ง ไล่ระดับจาก Junior ขึ้นไปจนถึงตำแหน่งปัจจุบัน
- Professional Summary กระชับ ใช้คำที่สื่อความสามารถได้จริง
- มีทักษะแยกเป็นหมวด 33+ รายการ ให้ HR เห็นสเปกครบถ้วน
Professional Summary
Coaching & Development Technical Support Ability to multi-task in a demanding environment Process improvement Administrator of Development Knowledgeable system, with extensive knowledge of the companies internal procedures. I am able to to be Energetic, outgoing and driven to reach company goals.
Highlights
- Customer Assistance
- - Quality Assurance Monitoring - Customer Experience Life-cycle - Escalations - Training Development & Delivery - Leadership & Management - Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed. Customer Service - Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts. Database Maintenance - Assisted in the managing of the company database and verified, edited and modified members' information. - Annual Best Leadership Award of the year - Completed Love or Lose communication Leadership course - CLE Training - Award for Leadership Support of the year
Experience
Quality Assurance Lead07/2014 - 06/2015
Mantech International Corporation
- Monitor a select number of agents per hour, per day, per week deliver feedback within an acceptable time frame Analyze
- Mobility Support Departments Created Mobility Support Team quality form, Observations form Implemented program that resulted in Mobility Support quality scores increase by 10% which results in a higher quality expectation percentage Participate and speak in the weekly huddles, which provides continued motivations to all agents Participate in staff meetings and coordination sessions with staff personnel to exchange ideas and information as it relates to call center
- Actively facilitate calibrations and monitor the program requirements Assisted in creating recognition programs Created the new quality assurance newsletter on monthly basis which is employee based to motivate and recognize top performers, leadership, management, new hire graduation and team building events Attended CLE (Coaching Leadership Essentials) Training and Development and continue to utilize the new coaching processes Monitor selected agents in multiple departments and contracts bridging the gap of communication within the departments Trained Management on Excel spreadsheets and reporting shortcuts, metric reports, etc.
- Cross trained on several different contracts within the call center Contributed in the start-up of new Sprint contract Created Informational Development tips to call center agents Created Coaching tracking spreadsheet to assist in analyzing the agent opportunities Assisted in creating Development Progress plans to assist with process improvement.
- Managed quality communication, customer support and product representation for each client. Worked under strict deadlines and responded to service requests and emergency call-outs.
- Cross-trained and provided back-up for other customer service representatives when needed.
- Implemented program that resulted in a 15% point increase in agent quality scores Assisted in implementing Customer Experience program that achieved a sustained Net Promoter score of 90% + Project Managed the development and implementation of new dispatch system.
- Developed training materials which resulted in improved customer service agent performance Implemented customer compliment initiative which led to an increase in employee moral Project plan creation and implementation Implemented and created operational procedures, practices and materials
- Developed quality materials, audit protocol and training modules Conducted successful client tours and presentations, which increased financial bottom line Managed third party vendor relationships on issue escalation and process documentation Supervised in-bound call center consisting of Client Services Representatives as well as departmental leads.
- Monitored overall performance, attendance, and training progress for all representatives assigned.
- Conducted interviews for entry level openings and technical support positions.
- Recipient of company's leadership support achievement award Development and maintained the call center knowledge base system.
Lead Customer Service Agent02/2010 - 10/2010
Ecolab Inc.
- Emergency Dispatch Agent Consistent top performer Handled customer escalations for peers as need Assisted in training and development Peer to Peer mentoring program
- Promoted to Quality Assurance Department in 6 months of employment Created Culture committee to increase morale Created excel metrics reporting spreadsheets Monitored in-bound and outbound calls Coaching and development of co-workers.
- 08/XXX9 to 02/2010 Technical Customer Service Agent
04/XXX5 to 01/ XXX7
Amazon.com, Inc.
- Troubleshoot setup top boxes Troubleshoot Mac and PC operating issues
- Dispatched mobile technicians as required to customer locations Created tracking tickets for issues Maintained a
- maximum handle time of 12 minutes Data Entry Scheduled new cable and Fios installation.
Senior Service Agent - Assistant Supervisor
DaVita Rx
- Quality assurance monitoring Processed customer prescription claims Verified insurance coverage
- Researched escalated customer disputes Mentored new hire training classes Created new standardized procedures and policies for agent accountability.
August XXX0 / High School Diploma: General / Bachelors of Science and Psychology degree: Psychology / University of Phoenix - Phoenix, TX
EDUCATIONAL BACKGROUND Newman Smith High School
- Course work is related to the management field with because it is constant face to face interaction with employees and co-workers. By obtaining my degree the related course work helps me to excel in interpersonal development of people that may have opportunities.
Skills
Telecommunicationmulti-tasking call centercoachingcontractsclientcustomer servicedata entrydocumentationfinancialinsuranceteam buildingleadershipMacmaterialsmeetingsmentoringOutlook exchangenewsletterorganizational skillspersonnelpoliciespresentationsprocess improvementQuality assurancere-engineeringreportingspreadsheetsteam playertechnical supporttraining materialsTroubleshootingStrong public speakerProfessional and friendly
สรุปว่าจะได้อะไรจากตัวอย่างนี้
ตัวอย่างนี้ช่วยให้เห็นแนวทางการเขียนเรซูเม่สำหรับตำแหน่ง CAREER OVERVIEW ประสบการณ์ 6 ปี โดยเปิดด้วยบทสรุปที่บอกจุดเด่นของผู้สมัคร ตามด้วยประสบการณ์ทำงาน 5 ตำแหน่ง พร้อมทักษะที่เกี่ยวข้องกับงาน คุณสามารถนำลำดับและวิธีนำเสนอไปปรับใช้ โดยเปลี่ยนรายละเอียดให้ตรงกับประสบการณ์จริงของคุณ
อย่างไรก็ตาม เรซูเม่ที่ชนะต้องเขียนให้ตรงตำแหน่งที่คุณสมัครโดยเฉพาะ ตัวอย่างนี้คือต้นแบบ ไม่ใช่สำเนา ทีมเรซูเม่ของเรารับเขียน Resume และ Cover Letter ภาษาอังกฤษให้โดดเด่นจากคู่แข่ง ส่งงานใน 2 วัน รับประกันความพึงพอใจ