ตัวอย่าง Resume งาน BPO / Call Center (BPO) ฉบับที่ 171
Resume Example BPO #0171 ประมาณ 1039 คำ
เรซูเม่ฉบับนี้เป็นตัวอย่างสำหรับตำแหน่ง Start-ups, Transitions, Turnarounds / BPO Senior Manager ระดับอาวุโส มีประสบการณ์รวมประมาณ 9 ปี เรานำมาวิเคราะห์เพื่อให้เห็นว่า โครงสร้างมีจุดเด่นอย่างไร และส่วนใดนำไปปรับใช้กับข้อมูลของคุณได้
จุดเด่นของฉบับนี้ แสดงประสบการณ์ทำงาน 4 ตำแหน่ง พร้อมหน้าที่และผลงานของแต่ละช่วงอย่างเป็นลำดับ
สิ่งที่ควรสังเกตในตัวอย่างนี้
- ประวัติงานต่อเนื่อง 9 ปี เห็นการเติบโตของตำแหน่งได้ชัด
- ประสบการณ์ 4 ตำแหน่ง ไล่ระดับจาก Junior ขึ้นไปจนถึงตำแหน่งปัจจุบัน
- Professional Summary กระชับ ใช้คำที่สื่อความสามารถได้จริง
- มีทักษะแยกเป็นหมวด 18+ รายการ ให้ HR เห็นสเปกครบถ้วน
Professional Summary
- Impactful Leader - Achieved strategic leadership certification with International Customer Management Institute. Expertise in defining the service center's role in the organization and maximizing its strategic value. - Dynamic Manager - Adept at developing and fine-tuning front-line and back-end operations with a particular specialty in championing service consistency and long-term, sustained growth on the front-lines. - Service Expert - Had direct oversight of 10 service centers including 5 start-ups and 2 fully remote operations. Managed all activities in multiple teams, with 24x7 shifts, servicing up to 6 million annual contacts. - Keen Communicator - Proficient oral and written communicator with strong presentation and people skills. Adept at developing productive and strategic partnerships with customers, clients and staff at all levels. - Culture Champion - Deep understanding of team dynamics and the agent experience. Champion cultures that create brand advocates and where a diversity of ideas and people are both recognized and celebrated.
Experience
Start-ups, Transitions, Turnarounds / BPO Senior Manager10/2012 - Current
Twin Peaks Restaurant
- Direct customer and client servicing efforts in Public Sector contact centers
- Responsible for SLA's, performance management, metric reporting, technology integration, QA/QM programs, agent on-boarding, recruiting, training, success coaching, WFM, client relations and developing strategic solutions for sustained front-line improvements
- Responsible for onsite servicing and remote contact center operations
- Transformed an underperforming billing and collections department into a renowned customer service model by incorporating elevated servicing standards, retraining agents and creating customer service agent certification
- Improved Average Speed to Answer by 76% and % of Answered Calls by 124% over pre-project levels
- Cultivated an 11 year long successful partnership with stakeholders at the highest levels of government service including within the Mayor's administration, Aldermanic offices and local department leadership offices
- Continuously assess and deliver process recommendations and solutions for sustained improvement within the 4 critical functions of Billing, Technology, Processing and Scheduling
- Integrated a project-wide service level continuity and governance plan that added cross-functional roles and scheduled staffing in 4 special servicing teams based on various critical SLA requirements
- Stood up a 100% remote operation for Voice, Email and Application Processing within 45 days in 2020
- Coordinate and implement technology for IVR/ACD systems, email, customer portals and CMS/CRM platforms
- Integrated NICE/iN-Contact Multichannel products encompassing Voice, Email, WFM, Quality Monitoring, Call Recording Capture, Performance Scorecards and Metric Reporting tools
- Developed a comprehensive 30 day new hire agent training program incorporating instructor led sections and a new nesting phase the results of which have been a 25% reduction in overall attrition across the project span
- Partnered with citizen servicing coalitions to create comprehensive billing relief programs and reformed payment plan options for financially impacted constituents
- Total relief has exceeded $12,000,000
- Launched a new online customer account portal with document access, payment options and a "go green" paperless initiative that saw an adoption rate exceeding 25% and call reduction of 20%
- Secured a renewed 8 year, $25 million dollar business contract with the City of Chicago for 3 key verticals
General Manager07/2019 - 03/2020
U.S. Department Of State
- Managed two multi-channel, multi-site contact centers with direct reports and employees in 4 states
- Responsible for service claims handling, agency billing contacts and enterprise-wide operator inquiries
- Directly responsible for all front-line and back-office servicing activities, operational strategic initiatives, staff recruiting and employee development in 4 corporate locations in the United States
- Managed Voice Services, eServices and chat platforms servicing approximately 40k total contacts per month
- Authored the 2020 Emergency Governance and Business Continuity plan for enterprise servicing operations
- Created contact routing and scheduling strategies that enhanced the claims response time by 20%
- Implemented an agent success scoring model along with a weekly, monthly and quarterly reporting platform
- Developed Quality and Training program incorporating VOC surveys, QM evaluations and CSR certification
- Implemented a new front-line CSR performance scorecard and automated metric reporting structure
- Realigned voice and email channel skills routing which reduced voice contacts by 15% in 4 months
- Traveled up to 80% to sites in Florida, Pennsylvania, Illinois and California
Customer Service Manager09/2010 - 04/2012
Life Fitness
- Managed Global Contact Center Operations and Field Service Operations for the largest fitness equipment manufacturer
- Multi-pronged role managing call center ops, e-commerce and onsite support
- Oversight of call, email and web support efforts servicing 3k products and 14k part SKU's as well as field service operations coordinating onsite technical support for commercial installations
- Utilized root-cause/SWOT analysis to map and execute process improvements for over 75 product bulletins
- Reduced the Average Speed to Answer by 20% thru the development of strategic servicing plans, integrating industry standard Erlang-C staffing models and realigning Call and Email teams to be cross-functional
- Responsible for key performance indicators of the customer impact including core metrics, shrinkage, adherence to schedule, and NPS/Q.A - Indices
- Instituted an Agent Performance Score to baseline KPI's including AHT, ART, Hold Time and Tasks Closed
- Designed and guided the Quality Assurance program efforts including NPS scoring and QM scorecards
- Developed 75+ service SOP's and team bulletins for account, product, order and technical related inquiries
- Led a 12 month project team that launched a new website designed to self-empower customers and reduce call volumes
- Call volumes shrunk by 60%, staff shrunk by 40% and payroll dropped by $600k annually
- With realigned scheduling, enhanced training and a renewed focus, the National Customer Response Time was reduced from 4.6 down to 3.2 days greatly increasing customer kudos and positive feedback
- Bachelor of Arts: Business Management, 2006
Position
Argent University
- ICMI) - Contact Center Strategic Leadership (CCSL): 2005 International Customer Management Institute (ICMI)
Skills
RemoteCorporateBPO SitesConsumerCommercialClient ServicesInbounde-CommerceFull Cycle TrainingRoot Cause/SWOT AnalysisStrategy MappingSLA Performance ManagementWFM/Workforce OptimizationSOP/P&P DevelopmentTraining InitiativesCustomer LoyaltyOperational LogisticsEmployee Coaching
สรุปว่าจะได้อะไรจากตัวอย่างนี้
ตัวอย่างนี้ช่วยให้เห็นแนวทางการเขียนเรซูเม่สำหรับตำแหน่ง Start-ups, Transitions, Turnarounds / BPO Senior Manager ประสบการณ์ 9 ปี โดยเปิดด้วยบทสรุปที่บอกจุดเด่นของผู้สมัคร ตามด้วยประสบการณ์ทำงาน 4 ตำแหน่ง พร้อมทักษะที่เกี่ยวข้องกับงาน คุณสามารถนำลำดับและวิธีนำเสนอไปปรับใช้ โดยเปลี่ยนรายละเอียดให้ตรงกับประสบการณ์จริงของคุณ
อย่างไรก็ตาม เรซูเม่ที่ชนะต้องเขียนให้ตรงตำแหน่งที่คุณสมัครโดยเฉพาะ ตัวอย่างนี้คือต้นแบบ ไม่ใช่สำเนา ทีมเรซูเม่ของเรารับเขียน Resume และ Cover Letter ภาษาอังกฤษให้โดดเด่นจากคู่แข่ง ส่งงานใน 2 วัน รับประกันความพึงพอใจ