Call Centre Manager Resume

Contact information

Brian S. Azzouz

17 Street

Philadelphia

Career objective

Looking for a challenging position of the Call Centre Manager Resume the reputed University with a view to use my wide experience for the benefit of the organization.

Personal Profile

A highly motivated, reliable and results driven professional who is comfortable working on her own and as part of a team. Excellent time management and organizational skills, enjoys working with challenging projects and innovative thinking. Eleven years experience in a multinational call centre environment, strong relationship skills both with internal and external customers, suppliers and business partners. More than 3 yrs experience in Customer Service Management dealing with high volume of Inbound-Outbound calls and back office operations. Working towards the completion of a Master degree in Quality management.

Professional History

2009 – Present CIQMG Continuous Improvement Quality Management Group manager

Transport for London Road User Charging account in Coventry – London assignment.

The center operations are delivered with around 500 TUPE’d & complimentary work force

staff. Responsible for service start up, meeting aggressive key Business Process

Indicators all with contractual penalties and delivering cost savings back to the business and

responsible for:

> Quality service provision, quality monitoring, leveling, Customer satisfaction and

complaints, mystery shopping and benchmarking results analysis;

> Training needs analysis, development and delivery

> Business control, PCI and audit compliance posture;

> Process documentation and maintenance;

> DR /BCP and process operations;

2008 – 2009 IBM UK ltd, Greenock, Scotland, Operations First line manager

Responsible for:

> UKI MTS/SPOC, Inbound IBM call entry technical assistance; Contract and warranty

validation; Single Point Of Contact service for VIP client UKI/Global

> DEFRA, Poultry registration call centre

> Philips UK/DK Recall product

> NHS swine flu call centre

Managing and improving month on month delivery and reporting on SLAs the call center 24x7 operations ; MTS call entry HW SW and Validation services for UKI and SPOC (Single Point Of Contact) for GAP, RBS, Lloyds, JPMC, Abbey,

Philips recall product; DEFRA Poultry registration ; NHS Swine flu contact (center lines. as well as 15 VIP services accounts as part of the .

Managing relationship with the accounts sponsors.

Managing 16 IBM and over 60 full/part time contract staff, Adecco and Manpower. Improving delivery developing and introducing additional operational cross skilling project aimed to deliver cost savings back to the business ($500K). Meet challenging monthly telephony & CSAT targets within a cost driven environment

Ensured maximum participation in Greenock ESAT survey & drove all follow on

actions to closure Maintaining high employee satisfaction & retention

Hosted visit from existing sponsors and potential new Clients to showcasing BPD service.

Completion of IBM Management basic Blue Course ; Became a member of Connecting women in IBM committee and team member of the Greenock Campus Events Team.

2007 Won the yearly Campus Innovation award in Team Partnership category for the development of the process and the BPO tool (Business Partnership Operations Tool) to monitor review and approve contractor employees attendance for invoice/PO reconciliation.

2006 Six Sigma yellow belt

Completion of Leadership Development Course and Greenock Top Talent event.

2001 – 2008 IBM UK ltd, Greenock, Scotland > Business Control Co-ordinator

IBM Business Control team CRM Delivery Centre EMEA organization.

Responsible for the support and coordination of the whole Business Control operations for the Greenock centre and coordination of the satellite centres in Madrid, Bratislava and Johannesburg. Main duties include: Perform KCO Compliance Testing and Internal and client Audits, Peer reviews, acquisition of new business; Provide advice on Data Privacy, ISO standards, Export Regulations, Security and Corporate standards; Business Process Reengineering and Mapping;

1999 – 2001 Manpower c/o IBM UK ltd., Greenock, Scotland

> ITS (Integrated Technology Services) Coach Knowledge transfer from IBM Italia to IBM UK; Create education material and deliver training to staff; Coaching and quality monitoring; Assist Team Leaders.> Customer Satisfaction Representative/ Back up TL

Carrying out surveys for ITS, CMT Complaint Management and Techline services for Italy and UK.

1997 – 1999 Help Assistance Segrate (Milan ) – Italy

> Customer Service Representative for the accounts: IBM Italia - Call entry technical support; validation service maintenance; dispatching of engineers calls HW/SW- Data Privacy agreements sign off control; HP Italia - Call entry technical support HW PC/printers

Educational Qualifications

Present Currently working towards a Master Degree in Quality management

“Paisley University” Paisley - UK

2005 CPE Certificate Internal Controls for Auditors and Managers

2003 Level 1 French for Business (Written Communication)

“Strathclyde University” Glasgow - UK

2001 - 2006 IBM Courses: “ IBM Basic Blue Management Course”; Presentation skills; Negotiation ; Assertiveness; Team Leadership; BCS Global Business Control education; LDC Leadership Development Course

July 1993 Diploma of graphic and fashion design Leaving Certificate ‘A’ level equivalent awarded by “Istituto Marcello Dudovich “ Milan - Italy

Languages Italian (mother tongue), English (fluent), French (basic

References

Brian S. Azzouz

Manager

Wap Company.

Brian_Azzouz@gmail.com