ตัวอย่าง Resume งาน BPO / Call Center (BPO) ฉบับที่ 154
Resume Example BPO #0154 ประมาณ 890 คำ
เรซูเม่ฉบับนี้เป็นตัวอย่างสำหรับตำแหน่ง LINKS มีประสบการณ์รวมประมาณ 15 ปี เรานำมาวิเคราะห์เพื่อให้เห็นว่า โครงสร้างมีจุดเด่นอย่างไร และส่วนใดนำไปปรับใช้กับข้อมูลของคุณได้
จุดเด่นของฉบับนี้ แสดงประสบการณ์ทำงาน 4 ตำแหน่ง พร้อมหน้าที่และผลงานของแต่ละช่วงอย่างเป็นลำดับ
สิ่งที่ควรสังเกตในตัวอย่างนี้
- ประวัติงานต่อเนื่อง 15 ปี เห็นการเติบโตของตำแหน่งได้ชัด
- มีการกล่าวถึง Six Sigma ซึ่งเป็นสิ่งที่ HR สายงาน BPO / Call Center ให้ความสำคัญ
- ประสบการณ์ 4 ตำแหน่ง ไล่ระดับจาก Junior ขึ้นไปจนถึงตำแหน่งปัจจุบัน
- Professional Summary กระชับ ใช้คำที่สื่อความสามารถได้จริง
Professional Summary
Dedicated leader with 15 years of progressive career in management. Visionary leader with proven track record of driving organizational turnaround and change management. Forward-thinking and proactive with achievements across customer satisfaction, finance operations, sales and education industry. Decisive Contact Center Management experienced in impacting business direction and performance with successful leadership strategies, tactical decision making and forward-thinking approaches. Proven history of improving operations and boosting financial health and employee engagement through strong leadership. Accomplished in improving customer satisfaction, increasing quality and reducing call times with hands-on leadership of call center employees. Evaluates staff performance against forecasted trends and makes proactive adjustments to policies and procedures. Knowledgeable about overseeing schedules, administration and training. Hardworking and detail- oriented team leader experienced in call center environments, customer service management and team leadership. Multi-tasking Manager well- known for creating positive workplace culture and high-performing teams. - Staff Management - Business planning - Team building - Operational improvement - Relationship development - Business operations - Customer service
Experience
Site Production Manager02/2019 - Current
- Managed two divisions within the Client Care umbrella.
- Directly managed up to 5 Supervisors, and 70 full time staff.
- Actively manage all Operations for inbound, outbound, and administrative contact work.
- Managed recruitment, training, quality control with an intense ramp plan.
- Implemented new line of business to serve inbound customer service department.
- Coordinate multiple outbound client campaigns and calling types ensuring weekly goals are met.
- Process improvement for new and current roll outs as well as new strategy implementation for KPIs and performance improvement
- Creation of new training program for new hires including authoring training handbook.
- Implemented several processes to decrease attrition and enhance retention successfully.
- Developed and implemented daily operations plans such as delivery routes, employee assignments and promotional strategies.
Senior Operations Manager / Accenture - Rochester, NY04/2016 - 02/2019
- Developed and submitted strategy and initiative reports to highlight current actions and proposed changes to corporate committee.
- Evaluated upcoming program plans to forecast expected resource needs.
- Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
- Strengthened performance metrics tracking and analysis to enhance tactical and strategic company plans.
- Managed and developed supervisors on leadership principles and approaches to harness behaviors that will drive results.
- Implemented standardized benchmark process which led to more accurate results tracking.
- Increased program performance to meet and exceed client performance expectations for 14 months straight and running.
- Created an efficient coaching process which helped produce better results in performance and improved engagement.
- Successfully created and delivered a call calibration process to improve operating metrics.
- Ensured productivity met or exceeded service and quality standards.
- Tracked project progress and presented regularly to clients.
- Monitored client program and identified potential risks and communicated with upper leadership on strategy changes Contact, II.
Contact Center Manager II06/2008 - 04/2016
Apollo Education Group
- Managed a group of 18-20 contact center specialist.
- Conducted One on One meetings and reviews for direct reports.
- Diagnosed improvement opportunities through effective coaching, trainings, and professional development.
- Successfully decreased availability time between calls to increase speed to customer and improve overall customer satisfaction.
- Monitor Real Time Adherence to ensure ACD, Handle Time, and Productivity exceeded the department's expectations.
- Responsible for multiple related projects directed toward strategic business and other organizational objectives.
- Partnered with Workforce Management to maintain and build WMF database.
- Work with the various groups within the contact center to ensure the business lines are meeting operational goals.
- Hold weekly meetings with the business line to review forecast and staff plan for current week and planned weeks ahead.
- Create reports suggesting ways to optimize staff.
- Design project plans to meet business line needs.
- Design and build score card reports for senior management with consolidating data.
- Provide ad hoc analytics and project work for budgetary and other planning scenarios.
- Analyze call volume patterns and make suggestions for upcoming weekly forecasts using historical and real time data.
- Recommend new hire staffing needs based on attrition and upcoming staffing plans.
- Provide weekly and monthly reports.
Contact Center Supervisor05/2007 - 06/2008
Apollo Education Group
- Responsibilities include Manage team performance of scorecard goals.
- Ensuring that representatives meet or exceed the expectations set by management.
- Conduct internal and external research to answer questions from internal staff; make independent decisions regarding necessary actions required to solve concerns.
- Provide suggestions to Operations Manager to improve overall quality of day-to-day operations and transactions.
- Communicate upward any issues of concern that may impact the Contact Center marketing or the organization.
- Develop, monitor, and communicate changes to department policies and procedures to team members.
- Work collaboratively with team members when assigned to work as part of a team.
Skills
CommunicationsQuality controlsEmployee engagementProcess improvementAZ
สรุปว่าจะได้อะไรจากตัวอย่างนี้
ตัวอย่างนี้ช่วยให้เห็นแนวทางการเขียนเรซูเม่สำหรับตำแหน่ง LINKS ประสบการณ์ 15 ปี โดยเปิดด้วยบทสรุปที่บอกจุดเด่นของผู้สมัคร ตามด้วยประสบการณ์ทำงาน 4 ตำแหน่ง พร้อมทักษะที่เกี่ยวข้องกับงาน คุณสามารถนำลำดับและวิธีนำเสนอไปปรับใช้ โดยเปลี่ยนรายละเอียดให้ตรงกับประสบการณ์จริงของคุณ
อย่างไรก็ตาม เรซูเม่ที่ชนะต้องเขียนให้ตรงตำแหน่งที่คุณสมัครโดยเฉพาะ ตัวอย่างนี้คือต้นแบบ ไม่ใช่สำเนา ทีมเรซูเม่ของเรารับเขียน Resume และ Cover Letter ภาษาอังกฤษให้โดดเด่นจากคู่แข่ง ส่งงานใน 2 วัน รับประกันความพึงพอใจ