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Call Center Management Essay

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Below is an essay on "Call Center Management" from Anti Essays, your source for research papers, essays, and term paper examples.

Description of Concrete Experience:   My concrete experience in call center management began with my employment with AB Company Corporation (now ABC Company Worldwide, Inc) in 2000 as a Help Desk Technician.   During my first year at AB Company, I was promoted to supervisor of our night shift and responsible for a staff of 16 help desk agents.   I received the promotion based on delivering exceptional customer service and significantly exceeding measurable results as a help desk technician.   In Nov 2001, AB Company offered me a manager position to operate and manage a Technical Support Center in Banglore, India.     Eight managers considered for this position prior to my promotional offering passed on the opportunity because of family reasons or speculation that there was a high risks to personal security in working overseas, especially after 9/11 terrorist attacks in New York City and Washington D.C.   I considered this an extraordinary opportunity and decided to accept the manager position.   I gained valuable experience in call center management working in a company with contact centers in Canada, India, and the United States of America.  
During my tenure with ABC Company Worldwide and AB Company, my mentor and manager provided me guidance in developing the help desk management skills needed to meet evolving business and customer needs.   In 2001 and 2002, I assisted my Director with opening up two IT call centers for our hotel division.   The contact centers role within my company was to provide a 24-hour toll free support line to assist our customers with technical assistance for proprietary property management systems.  
In 2004, I was promoted to Director of Technical Support Services and my areas of responsibility include Property Help Desk, TSS Finance, Property Technology, Field Service group, and Property Communications departments.   In addition to providing external IT support, my role now expanded by providing internal support to our employees.   At the...

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"Call Center Management". Anti Essays. 10 Dec. 2018

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Call Center Management. Anti Essays. Retrieved December 10, 2018, from the World Wide Web: http://parimatch-stavka7.com/free-essays/Call-Center-Management-311073.html


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