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<pre>Array ( [var] => cut_url ) </pre> Resume for Jim C. for Manager / Supervisor / Team Leader / Retail in Woonsocket, Rhode Island. Search More Resumes for Manager / Supervisor / Team Leader on Resumark.com #OWD4CV6JD
 

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Resume for Jim C. for Manager / Supervisor / Team Leader / Retail in Woonsocket, Rhode Island




Occupation: Manager / Supervisor / Team Leader Industry: Retail
Country: United States City: Woonsocket
State: Rhode Island ZIP: 02895



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Jim C.

P.O. Box , Gazza Rd. Mapleville, RI , Phone: .., Email:  

PROFILE

A seasoned 'handson' Manager and Team Leader with plus years of knowledge/experience in a diverse Call Center environment with well developed customer service and communication skills, and a

broad knowledge in supporting technology/operational issues for stores, Minute Clinics and all Human Resource Inquiries for , employee’s nationwide. 

Qualifications Summary 

Dynamic Team Manager/Leader

Exceptional Customer Service Leader/Provider

Exceptional knowledge of Call Center Operations and Technology

Expert Knowledge of Computers, Printers, Scanners and Software

Strong Human Resources Subject Matter Knowledge

Experienced Hiring Manager

Experienced Trainer, Coach and Mentor

Demonstrated ability to bridge communications/knowledge gaps between technology and business units

Experienced Project Manager

time recipient of Directors Award for Exceptional Performance 
 
 

Experience 

CVS/Caremark, Corporation, Business Integration Center, Smithfield, RI

       Manager of TrainingCVS Contact Support Center  

Redesigned the Contact Support Center Training Program in collaboration with CVS/Caremark Organizational Development.

Designed and Implemented a new Customer Service Workshop in collaboration with Bryant University.

Effectively managed training staff, conducted performance appraisals and managed performance and development.

Developed reporting and minimum standards for training.

Directed the delivery of training within the call center that produced meaningful, highquality and timely service to customers..

Ensured Continuing Education / upskill training as needed for staff members and management.

Aligned training delivery strategy to ensure all call center operational goals were achieved.

Collaborated with the call center leadership to provide technical support or feedback as needed.

Participated in the development and management of call center performance standards.

Championed innovation among all colleagues. Lead operational, training, and organizational initiatives. 

Collaborated with CVS/Caremark Organizational Development to build an interface tool for CVSLearnet to allow Temp Associates access to corporate training material. 

CVS/Caremark, Corporation, Business Integration Center, Smithfield, RI

       Operations ManagerCVS Contact Support Center

       IS SupervisorCVS Contact Support Center  

Maintained all aspects of daily operations for inbound / outbound / offphone teams.

Direct management of approx. staff members and Supervisory staff.

Made hiring and promotion decisions

Authored and set individual development plans and performance goals; Provided regular performance coaching and feedback.

Conducted performance appraisals and managed performance and development.

Ensured adherence to all CVS policies and procedures and state and federal laws and regulatory requirements.

Partnered with the Workforce Management Team, ensured intraday staffing needs were met.

Collaborated with the field and store operational leadership to ensure actions of the Call Center and staff met customer needs.

Drove innovation and sense of urgency in call center team to lower Avg. Speed to Answer to sec. or less and Avg. Handle Time per skill type to less than benchmarked AHT of minutes or less.

Provided recognition and rewards to team as appropriate

Conducted self in a manner that engaged and inspired team performance.  
 

CVS/Caremark Corporation, One CVS Drive , Woonsocket, RI

       IS Lead TechnicianCVS Contact Support Center  

Provided work direction and supervision for a team consisting of approximately FTE's.

Reviewed and monitored real time service levels and daily performance reports to ensure that established performance standards were met.

Monitored and evaluated the quality of telephone calls. Reviewed and documented quality issues with staff. Provided coaching and individual feedback to staff based on the monitoring for performance improvement.

Provided results to each individual and the team and to Manager,

Documented staff performance issues and informed Manager

Monitored ACD statistics and workforce scheduler for realtime agent performance and schedule adherence.

Recommended ongoing and/or refresher training programs to address employee needs and skill development.

Reported problems relative to Contact Center technology, including telephones, computers, databases, and response time. Took action and followed up to ensure that the equipment, software, and technology were operational and functioning properly.

Maintained a detailed and uptodate knowledge of company workflow processes and escalation paths. Served as a primary resource and subject matter expert in order to assist staff with technical, service, and procedural inquiries.

Handled and resolved escalated calls and customer complaints; determined appropriate action and/or adjustment.

Made service recovery and surveyed outbound calls as needed or directed.

Analyzed customer issues, problems and call trends; recommended action steps.

Recommended and implemented methods and procedures to increase the Contact Center's level of productivity, efficiency, and/or quality levels. 

Education and Professional Development  

Computer Ed Business Institute

Certified PC/Helpdesk Specialist 

Bryant University

Certified TraintheTrainer

Certified CVS/Caremark Branded Customer Service Workshop

Certified Understanding of DISC Profiles


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