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Call Center Management Resume of John Fussell
A results-oriented business professional with eighteen years in the customer service and technical support industries. Ten years of managerial experience in 24 X 7 call center organizations up to six hundred seats. Promoted three times in three years due to the ability to quickly assess call center operations and implement the proper balance of people, processes, and technologies to improve employee productivity and achieve high client service levels. Excellent leadership, communication, team building, strategic planning, and problem solving skills. Recognized for having the ability to develop client-focused organizational cultures resulting in significantly higher customer satisfaction.
Call Center Technologies:
- Four years experience leading call center technology efforts at multiple companies that included evaluating, recommending and project managing the implementation of new tools, such as CRM, CTI, ACD, IVR, NVR, and KM.
- At S1, served as an internal consultant to the customer service / call center organization and developed a knowledge repository tool and associated document management processes. This tool was developed and implemented using existing software and hardware resulting in no capital outlay.
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