John

JOHN ABRAHAM
Telegram:@aminu4alkali
Email: .aminu4alkali.com
Location: [anywhere]
Open to Remote Opportunities
Language spoken: English fluent

PROFESSIONAL SUMMARY

Experienced Call Center Manager with over 4years of expertise in leading high-
performing customer service teams in remote environments. Proven track record
in optimizing call center operations, driving customer satisfaction, and improving
overall team productivity through strategic planning and leadership. Adept at
implementing CRM systems, performance metrics, and customer service best
practices. Strong communicator with excellent problem-solving abilities and a
focus on delivering exceptional customer experiences.

KEY SKILLS

1. Remote Call Center Management
2. Team Leadership & Development
3. Customer Service Optimization
4. CRM & Contact Center Technologies (Salesforce, Zendesk, HubSpot)
5. Performance Metrics & Reporting (KPIs, SLAs)
6. Process Improvement & Efficiency
7. Conflict Resolution & Escalation Handling
8. Training & Coaching
 9. Workforce Planning & Scheduling
10.Communication & Interpersonal Skills
11.Budget Management & Resource Allocation
12.Cross-functional Collaboration

PROFESSIONAL EXPERIENCE

Call Center Manager

alpha global Solutions Remote

January 2023 – September 2024

1. Managed a team of 50+ customer service representatives in a fully remote
environment, ensuring consistent achievement of KPIs such as first-call
resolution, average handle time, and customer satisfaction scores.
2. Implemented performance management systems, leading to a 25%
increase in team productivity and a 20% reduction in customer escalations.
3. Spearheaded the migration to Salesforce CRM, improving customer data
accuracy and enabling better case management, resulting in a 30% increase
in service efficiency.
4. Developed and delivered training programs for new hires and ongoing staff
development, improving team performance and reducing onboarding time
by 15%.
5. Led the introduction of AI-powered chatbots for handling routine customer
inquiries, decreasing average call wait times by 40%.
6. Worked closely with cross-functional teams (IT, Marketing, Operations) to
improve customer service workflows and ensure alignment with company
goals.

Accomplishments:

1. Increased customer satisfaction rate from 85% to 95% over 18 months.
 2. Successfully managed a $1.5 million annual budget, optimizing resource
allocation while reducing costs by 10%.
3. Recognized as “Manager of the Year” for leading the most productive
remote customer support team.

Call Center Supervisor

XEDA Telecommunications finland, IL (Remote)

March 2022 – December 2022

1. Supervised daily operations of a 30-agent call center, focusing on
enhancing team performance and ensuring adherence to established
KPIs.
2. Conducted performance reviews and provided regular feedback and
coaching, leading to a 15% improvement in agent call handling
efficiency.
3. Managed workforce scheduling to maintain optimal staffing levels,
reducing wait times and ensuring service coverage during peak
hours.
4. Implemented customer service training programs that reduced
customer complaint resolution time by 20%.
5. Collaborated with IT to troubleshoot CRM issues, ensuring minimal
service disruption and improving overall system uptime.

ACCOMPLISHMENTS:

1. Improved call resolution rates by 18% through targeted coaching and
process adjustments.
2. Reduced agent turnover by 12% by fostering a positive team culture
and providing clear career advancement paths.
Senior Customer Service Representative

DEF Retail Services Chicago, IL

January 2021 – February 2022

1. Handled a high volume of inbound customer service calls, addressing
a variety of issues such as product inquiries, billing disputes, and
technical support.
2. Consistently met or exceeded call handling targets, maintaining an
average customer satisfaction rating of 90% or higher.
3. Acted as an escalation point for complex issues, ensuring prompt and
effective resolutions to customer concerns.
4. Assisted in training new customer service agents on best practices
and company policies.

EDUCATION

Bachelor of Science in computer Science

Ahmadu Bello University Graduated: 2023

CERTIFICATIONS

1. Certified Call Center Manager (CCCM) Call Center School

Issued: April 2022

Comprehensive training in call center management, including staff supervision,
workflow optimization, and performance metric analysis.

2. Customer Service Excellence Certification International Customer
Management Institute (ICMI)

Issued: June 2021

Focus on delivering exceptional customer experiences, conflict resolution, and
service quality assurance.
 3. CRM System Mastery (Sales force) Sales force Trailhead Academy

Issued: September 2020

Advanced knowledge of Salesforce CRM for managing customer data, resolving
service issues, and improving customer support processes.

4. Certified Remote Leader LinkedIn Learning

Issued: December 2023

Training in managing remote teams, fostering collaboration, and maintaining
productivity in virtual environments.

TECHNICAL SKILLS.

1. CRM Platforms: Salesforce, Zendesk, HubSpot
2. Call Center Tools: Five9, Talkdesk, NICE inContact
3. Communication Tools: Slack, Zoom, Microsoft Teams
4. Data Analysis Tools: Microsoft Excel, Google Sheets, Power BI
5. Ticketing Systems: Freshdesk, Jira Service Desk
6. Call Recording and Monitoring Tools: CallRail, NICE Nexidia

MEMBERSHIP

- Member, International Customer Management Institute (ICMI)

- Member, Call Center Association of America (CCAA)

REFERENCE.

Available upon request.