Amy Ferraro
Feasterville-Trevose,Pennsylvania
Summary
Results-driven Call Center Manager focused on developing and leading exceptional call center teams. Motivational leader with a strong record of success in the field. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Accomplished in improving customer satisfaction, increasing quality and reducing call times with hands-on leadership of call center employees. Evaluates staff performance against forecasted trends and makes proactive adjustments to policies and procedures.
Overview
26
26
years of professional experience
Work History
Call Center Manager
National Protection Service
05.2005 - 04.2020
- Established and oversaw performance targets for call center associates.
- Developed quality employees within call center to take over leadership positions.
- Determined quality assurance benchmarks and set standards for improvement.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
- Maintained call center equipment in good working order to maximize productivity.
- Assisted in gathering facts and documents utilized during sales process.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Directed training and retraining of employees to boost performance and enhance business results.
- Effectively supervised staff of 55 personnel by implementing company policies, protocols, work rules and disciplinary action.
- Evaluated employee performance on monthly basis and conveyed constructive feedback to improve skills.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
Assistant Restaurant Manager
Villa Parisi
07.2003 - 05.2005
- Supervised all areas of restaurant to keep it clean and well-maintained.
- Immediately resolved issues with patrons by employing careful listening and communication skills.
- Kept restaurant compliant with all federal, state and local hygiene and food safety regulations.
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
- Pitched in to help host, waitstaff and bussers during exceptionally busy times such as dinner hour.
- Created and deployed successful strategies to boost restaurant performance, streamline food prep processes and reduce waste.
- Recruited and hired employees offering talent, charisma and experience to restaurant team.
- Applied knowledge of previous supply needs and forecasted business levels to estimate required supplies.
- Continuously evaluated business operations to effectively align workflows for optimal area coverage and customer satisfaction.
- Handled money, balanced tills, processed credit card payment batches and prepared bank deposits.
Construction Office Manager
Reilly Home Improvements, LLC
10.1994 - 07.2003
- Managed accounting invoices and billings, balanced accounts and created financial reports.
- Communicated with clients daily via emails, telephone, texting and social media.
- Obtained and reviewed construction insurance information and delivered to contract administrators.
- Coordinated procurement of project plans and specifications and routed data to construction management team.
- Executed plans and specifications for public works bids and created addendums that accounted for changes impacting bid pricing.
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Managed costs and billing and resolved financial discrepancies effectively through organizational management of account information using QuickBooks software.
- Initiated timely project management within budget constraints for multi-faceted problems concerning executive leaders.
Education
High School Diploma -
06.1992
Skills
- Motivational Leadership
- Professional Relationships
- Process Updates
- Inventory Accuracy
- Quality Control
- Employee Engagement
- Project Planning
- Staff Training
- Keyboard Entry
- Assignment Delegation
- Data Analysis
- Personnel Recruitment
- Accounts Payable and Accounts Receivable
- Data Communications
- Performance Tracking and Evaluations
- Key Performance Indicators (KPIs)
- Call Center Software
- Managing Operations and Efficiency
- Negotiation and Conflict Resolution
- Scheduling and Coordinating
- Business Analysis
- Technical Proficiency
- Microsoft Office, MS Powerpoint, MS Excel, MS Word, QuickBooks
- Microsoft Azure, Amazon Web Services, and Google Workspace
- Microsoft Teams, Zoom, and Bluejeans
- POS and Scheduling Software
- Payroll Software
Timeline
Call Center Manager - National Protection Service
05.2005 - 04.2020
Assistant Restaurant Manager - Villa Parisi
07.2003 - 05.2005
Construction Office Manager - Reilly Home Improvements, LLC
10.1994 - 07.2003
West Milford High School - High School Diploma,
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