John-Peter Boone
Kangaroo Point,QLD
Summary
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
8
8
years of professional experience
Work History
Call Center Manager
Nexgen
07.2023 - Current
- 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.
- Supervised 10 Calls in providing excellent customer service to callers requiring assistance for [Type] and [Type] issues.
Contact Center Supervisor
National Storage
10.2022 - 07.2023
- In this role I was responsible for both inbound and outbound team members, on a day-to-day basis, managing and training all members of staff
- Strengthened communication skills through regular interactions with others.
Contact Center Team Leader
Flick Pest Control
10.2020 - 10.2022
- During my time at Flick, I was tasked with upskilling all new staff on systems as well as sales training
- In addition to that I was also responsible for ongoing training and performance management of existing staff
Business Development Manager
Optus
02.2018 - 10.2020
- While I was working with Optus my role was focused on generating business to business sales on a day-to-day basis
- My role also included cold calling on behalf of Optus for new and existing customers to confirm if I was able to provide the customer a better solution for their communication needs.
Door to Door Salesman
AIDA
06.2016 - 02.2018
- Exceeded company expectations for overall performance, receiving recognition as a top-performing door-to-door salesman within the organization.
- Demonstrated resilience and perseverance by continuing to pursue leads despite facing challenges or setbacks, maintaining a positive attitude throughout the sales process.
Skills
- Call Center Customer Service
- Team coaching
- Escalation Handling
- Recruitment and hiring
- Performance Improvements
- KPI Tracking
- Retention Strategies
- Script Development
References
Available Upon Request
Timeline
Call Center Manager
Nexgen
07.2023 - Current
Contact Center Supervisor
National Storage
10.2022 - 07.2023
Contact Center Team Leader
Flick Pest Control
10.2020 - 10.2022
Business Development Manager
Optus
02.2018 - 10.2020
Door to Door Salesman
AIDA
06.2016 - 02.2018
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