Call Center Manager
Resume:
Danielle Ann Thomas
Harvest, AL *****
*****************@*****.***
Authorized to work in the US for any employer
Work Experience
Call Center Manager
Best Care Home Services-Madison, AL
November 2023 to Present
All aspects of call center management. Hired, trained, on board new hires. Monitored all calls, call volume and booking percentages. Monitored company revenue daily, weekly and monthly. Added information to spreadsheets. Held daily huddles with team and conducted weekly meetings. Attended meetings, company events and functions as needed. Payroll tasks. Quickbooks Call Center Manager
Conditioned Air Solutions-Huntsville, AL
April 2023 to September 2023
Created work crew schedules and delegated assignments. Reported project progress, site problems and labor status to supervisors. Allocated material and labor resources to promote on-time and under- budget project completion. Trained and monitored employees to teach daily tasks and improve performance. Obtained specifications and directed work for construction crews. Prepared and planned worksites to help jobs run smoothly. Delegated duties to employees based on skillset. Hired, on board and train new hires. Attended training and classes as requested. Monitor revenue and call volume. Sales & Install Coordinator
Aire Serv-Huntsville, AL
February 2020 to April 2023
Lead Generation Prequalify, book and schedule all leads. Dispatch all sales people. Monitor sales revenue. Order equipment. Schedule install. Pull building permits. Follow up on all un-sold jobs. Register equipment. Handle all financing tasks. Answer multi line phone. Monitor sales revenue. Attend weekly sales meeting. Public Relations.
Office Assistant
Allen's Air Conditioning-Tuscumbia, AL
January 2017 to January 2020
Handle all client care issues including billing, scheduling, sales, disputes and service. Dispatch all technicians in an effective and efficient manner. Order equipment as well as office supplies. Monthly billing and statements
Maintained business records by updating customer information. Dispersed incoming mail to correct recipients throughout office. Organized files, developed spreadsheets, faxed reports and scanned documents to improve organizational workflow.
Offered diverse clerical support to office team members, managed correspondence, answered telephone calls and tracked documentation.
Checked office supply levels, anticipated needs and placed orders for appropriate stock levels. Greeted visitors or callers to handle questions or direct to appropriate staff. Proofread and corrected correspondence and reports for error-free documentation. Monitored calendars and scheduled appointments based on availability and established load limits. Collected payments, issued receipts and updated accounts to reflect new balances. Conducted office inventory checks and requested restock of supplies. Answered phone calls and welcomed visitors to office. Typed, formatted and edited correspondence and other documents. Opened, sorted and routed incoming mail and prepared outgoing mail. Office Administrator
Jackson Heating & Cooling-Decatur, AL
January 2015 to January 2017
Reviewed documents and obtained additional information to complete accurate paperwork and avoid delays.
Filtered emails based on importance and escalated issues to leadership. Processed financial documents, contracts, expense reports and invoices. Replenished office supplies, placing new orders for restocking to maintain inventory. Automated office operations by managing client correspondence and data communications. Interacted professionally with customers and inside personnel, answering questions and responding to phone and email inquiries.
Checked figures, postings and documents for correct entry, mathematical accuracy and proper codes. Created memos, letters and other documents, fostering internal and external communication. Collaborated with administrative support to oversee calendars and prioritize meetings and appointments. Managed service agreements and purchase orders to drive budget performance and meet schedule requirements.
Coordinated onsite training events with outside vendors and online webinars. Coordinated and directed organization's financial and budget activities to fund operations, maximize investments and increase efficiency.
Used specialized accounting software to debit, credit and total accounts on computer spreadsheets and databases.
Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Mediated conflicts between employees and facilitated effective resolutions to disputes. Resolved customer inquiries and complaints requiring management-level escalation. Reviewed completed work to verify consistency, quality and conformance. Organized team activities to build camaraderie and foster pleasant workplace culture. Office Manager
All Seasons -Hiller Heating & Cooling-Huntsville, AL June 2012 to January 2015
Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
Coded and entered daily invoices with in-house accounting software. Coordinated office activities and operations to secure efficiency and compliance with company policies. Administered payroll and maintained proper documentation of employee personnel. Automated office operations for managing client correspondence, payment schedules and data communications.
Reviewed files and records to obtain information and respond to requests. Managed office inventory and placed new supply orders. Interpreted and communicated work procedures and company policies to staff. Monitored payments due from clients and promptly contacted clients with past due payments. Oversaw receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
Used judgment and initiative in handling confidential matters and requests. Managed office budget to handle inventory, postage and vendor services. Handled scheduling and managed timely and effective allocation of resources and calendars. Trained and mentored administrative staff members in company policies, daily task execution and industry best practices.
Elevated customer satisfaction ratings by promptly resolving client and case issues. Implemented and maintained company protocols to facilitate smooth daily activities. Managed, scheduled and coordinated office functions and activities for employees. Evaluated individual and team business performance and identified opportunities for improvement. Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
Proposed or approved modifications to project plans. Resolved customer inquiries and complaints requiring management-level escalation. Interviewed prospective employees and provided input to HR on hiring decisions. Assigned work and monitored performance of project personnel. Recruited and trained new employees to meet job requirements. Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
Delegated work to staff, setting priorities and goals. Remained calm and professional in stressful circumstances and effectively diffused tense situations. Produced thorough, accurate and timely reports of project activities. Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Planned and led team meetings to review business results and communicate new and ongoing priorities. Education
Associate of Arts in General Education
Calhoun Community College - Decatur, AL
August 2015 to August 2015
Associate of Science in Criminal Justice
Calhoun Community College - Decatur, AL
August 2015 to August 2015
Associate of Science in Pre-Law
Calhoun Community College - Decatur, AL
August 2015 to August 2015
Skills
• Schedule Determination
Hiring and Onboarding
Safe Operating Procedures
Dependable and Hardworking
Decision Making
Problem-Solving
Multitasking and Prioritization
Procedure Planning
Multi-Project Coordination
Employee Training
Assignment Delegation
Team Leadership
Problem Solving
Worker Supervision
Verbal and Written Communication
• Recruiting
• Management
• Human Resources
• Project Management
• Budgeting
• Operations management
• Team management
• Accounts payable
• Accounting software
• Accounts receivable
• Sales
• Organizational skills
• Administrative experience
• ADP
• Leadership
• Security
• Negotiation
• Retail sales
• Marketing
Certifications and Licenses
Service Titan Certified Administrator
Call Center Management
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