Lion Bega
Rocky Hill
Summary
Dynamic leader with a proven track record at Selecta, enhancing call center performance through innovative strategies. Expert in effective call management and collaborative team coaching, driving a increase in sales conversion rates. Skilled in fostering a positive workplace culture and delivering exceptional customer service, ensuring high-quality standards and continuous improvement.
Offering excellent organizational skills and strong ability to lead and motivate teams, eager to learn and grow within call center environment. Brings solid foundation in customer service principles and ability to quickly adapt to new systems and protocols. Ready to use and develop leadership and communication skills in Call Center Manager role.
Energetic and adaptable professional with talent for effective communication and problem-solving. Possesses comprehensive understanding of customer service principles and adept with CRM software. Committed to driving team performance and ensuring exceptional customer experiences.
Overview
4
4
years of professional experience
Work History
Call Center Manager
Selecta
03.2021 - 11.2023
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Led daily team meetings to review performance, set targets and motivate staff.
- Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
- Evaluated data to identify trends and determine customer service needs.
- Increased sales conversion rates by implementing targeted cross-selling and upselling techniques for agents to utilize during calls.
- Boosted first-call resolution rates by equipping agents with comprehensive product knowledge and troubleshooting skills through ongoing training workshops.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Oversaw the successful implementation of new technology platforms that enhanced agent efficiency and provided valuable insights into customer behavior.
Banker
BKT Bank
02.2020 - 02.2021
- Developed and maintained strong customer relationships, providing exceptional service and advice.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Educated customers on features and benefits of banking products and services.
- Enhanced bank profitability by effectively cross-selling various financial products and services.
Education
BBA - Banking And Finance
Central Connecticut State University
New Britain, CT12-2024
BBA - Banking And Finance
Epoka University
Tirane,ALB06-2021
Skills
- Effective call management
- Call center customer service
- Collaborative team coaching
- Employee motivation
- Staff training
- Performance improvements
- Innovation skills
- Strong leadership
- Reporting skills
- Quality assurance
Languages
Spanish
Elementary
English
Full Professional
Albanian
Native or Bilingual
Turkish
Limited Working
Italian
Full Professional
Timeline
Call Center Manager
Selecta
03.2021 - 11.2023
Banker
BKT Bank
02.2020 - 02.2021
BBA - Banking And Finance
Central Connecticut State University
BBA - Banking And Finance
Epoka University
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