Summary
Overview
Work History
Education
Skills
Timeline
Generic

Christopher Ifopo

Henderson,NV

Summary

Knowledgeable about overseeing schedules, administration and training. Hardworking and detail-oriented team leader experienced in call center environments, customer service management and team leadership.

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.

Overview

7
7
years of professional experience

Work History

Call Center Manager

Resort Stay International
03.2022 - Current
  • Managed Excellent Customer Service, leading my team, by achieving set goals to provide help to guests to motivate my team through key metrics
  • Handled projects all over the U.S.A different time zone
  • Lead a team of 35 or more to 100 Sales per week
  • Determined quality assurance benchmarks and set standards for improvement.
  • Created clear and effective policies governing all aspects of employee work and interaction with customers.
  • Established and oversaw performance targets for call center associates.
  • Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
  • Resolved escalated customer issues promptly and professionally to maintain satisfaction.
  • Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
  • Recruited, trained and onboarded new agents, maintaining exceptional service standards.
  • Improved workforce planning capabilities by analyzing historical call volume patterns to accurately predict future staffing needs.
  • Increased sales conversion rates by implementing targeted cross-selling and upselling techniques for agents to utilize during calls.
  • Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
  • Collaborated with other departments to develop solutions for resolving recurring customer issues, improving overall satisfaction levels.

Senior Call Center Representative

Precision Opinion
07.2021 - 01.2022
  • Provided a superior level of customer service to survey takers
  • Market research through surveys for medical & government polling
  • Met call quota to dial 70 calls per hour.
  • Served as an exemplary role model for junior representatives through exceptional work ethic and commitment towards delivering outstanding service experiences for clients consistently.
  • Maintained strict adherence to data security protocols when handling sensitive customer information during calls.
  • Leveraged advanced technical knowledge to assist customers with troubleshooting issues, ultimately resolving concerns promptly and efficiently.
  • Contributed valuable insights during team meetings aimed at enhancing operational strategies within the call center environment furthering its overall effectiveness.
  • Enhanced first-call resolution rates by employing active listening skills and promptly addressing customers'' concerns.
  • Improved customer satisfaction by managing high-volume call center operations and addressing customer inquiries effectively.
  • Managed escalated calls professionally, resolving issues swiftly while maintaining a calm demeanor under pressure.
  • Exceeded target key performance indicators regularly, contributing significantly to the success of the call center operation as a whole.
  • Partnered with other departments to address complex customer issues, facilitating timely resolutions and enhanced client satisfaction levels.
  • Offered comprehensive product knowledge to customers, empowering them to make informed decisions about their purchases or subscriptions.
  • Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
  • Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Cross-trained and provided backup support for organizational leadership.

Senior Club Agent Representative

Diamond Resorts
10.2019 - 01.2020
  • Served as the point-of-contact for all servicing requests made by club members & handled both inbound & outbound contacting
  • Service Members with any technical support, payment processing, general service information, booking a vacation, claim services.
  • Resolved customer complaints effectively, ensuring continued loyalty and repeat business.
  • Collaborated with team members to consistently meet or exceed monthly sales targets.
  • Served as a reliable point-of-contact for clients seeking guidance or assistance throughout their buying journey.
  • Participated in ongoing training programs to continuously improve skills and stay current on industry developments.
  • Worked closely with management to identify potential areas for growth within existing client base.
  • Enhanced overall team performance through active collaboration on shared goals.
  • Earned recognition as a top agent representative for consistently meeting or surpassing key performance indicators.
  • Provided exceptional support to clients during the onboarding process, fostering strong relationships.
  • Increased customer satisfaction by providing timely and accurate information on products and services.
  • Excelled at building rapport with both prospective clients and long-standing customers while representing the company at networking events and trade shows.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Concierge/ TR Host

Take-A-Break Travel/Wyndham Resorts
04.2019 - 09.2019
  • Prepared all time share clients for scheduled Presentation by having all paperwork requirements filled out for the sales reps to give a 100 % efficient presentation.
  • Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
  • Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
  • Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
  • Implemented effective organizational systems to manage incoming requests and track progress on outstanding tasks.
  • Streamlined communication between departments, ensuring efficient service delivery to guests.
  • Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
  • Contributed to a positive work environment by maintaining a professional demeanor at all times.
  • Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.

Biller/Coder/Dispatcher Coordinator

FedEx Freight
12.2016 - 02.2019
  • Executed billing tasks and recorded information in company databases.
  • Identified, researched, and resolved billing variances to maintain system accuracy and currency.
  • Improved overall client satisfaction by promptly addressing concerns related to invoicing disputes or inconsistencies.
  • Facilitated seamless transitions during employee turnover periods by maintaining comprehensive documentation on processes and procedures.
  • Managed a high volume of invoices, prioritizing workload to meet deadlines and maintain cash flow.
  • Provided exceptional customer service in handling billing inquiries, resolving disputes promptly and professionally.
  • Reduced billing errors by implementing strict policies and systematic procedures.
  • Assisted in the development of customized billing solutions, catering to unique client requirements.
  • Enhanced data integrity by implementing strict quality control measures on all billable items entered into the system.
  • Simplified complex billing procedures for clients by creating easy-to-understand documentation and training materials.
  • Strengthened client relationships through effective communication regarding billing issues and concerns.

Education

Bachelor of Administrative Studies - Medical Administration

Pima Medical Institution
Las Vegas, NV

Skills

  • Motivational Leadership
  • Quality Control Optimization
  • Quality Assurance
  • Data Analysis
  • Client Satisfaction
  • Customer Care
  • Verbal and Written Communication
  • Complaint/ Escalation Resolution
  • Database Management
  • Patient Rapport
  • Scheduling and Patient Account Management
  • Hippa Compliance

Timeline

Call Center Manager

Resort Stay International
03.2022 - Current

Senior Call Center Representative

Precision Opinion
07.2021 - 01.2022

Senior Club Agent Representative

Diamond Resorts
10.2019 - 01.2020

Concierge/ TR Host

Take-A-Break Travel/Wyndham Resorts
04.2019 - 09.2019

Biller/Coder/Dispatcher Coordinator

FedEx Freight
12.2016 - 02.2019

Bachelor of Administrative Studies - Medical Administration

Pima Medical Institution

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Christopher Ifopo