Bryan Uriel Ortiz Cruz
Saskatoon,SK
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. 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. 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
1
1
year of professional experience
1
1
Certification
Work History
Call Center Manager
Royal Prestige
03.2022 - 04.2023
- Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
- Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Increased sales conversion rates by implementing targeted cross-selling and upselling techniques for agents to utilize during calls.
- Enhanced team performance, providing regular coaching sessions and constructive feedback for continuous improvement.
- Collaborated with other departments to develop solutions for resolving recurring customer issues, improving overall satisfaction levels.
- Implemented quality assurance measures to monitor agent performance, ensuring adherence to company policies and procedures.
Education
High School Diploma -
CAEyDH Cuauhtemoc
Mexico City07.2023
Skills
- Productivity Standards
- Team Coaching
- Process Updates
- Credit Adjustments
- KPI Tracking
- Employee Motivation
Accomplishments
- Collaborated with team offive in the development of service teem.
Languages
English
Limited Working
Spanish
Native or Bilingual
French
Elementary
Certification
- CPM - Certified Professional Manager
- CM - Certified Manager Certification
Timeline
Call Center Manager
Royal Prestige
03.2022 - 04.2023
High School Diploma -
CAEyDH Cuauhtemoc
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