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business service center supervisor resume example with 16+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Professional Summary

Experienced leader bringing 17 years of quality performance in customer support and supervisory roles. Skilled in mentoring team members to deliver exceptional service, building team morale through effective and positive performance feedback while serving as an ambassador for Duke Energy in the local community.

Skills
  • Team Management
  • Regulatory Compliance
  • Project Management
  • Recruitment and Hiring
  • Coaching and Mentoring
  • CXT/NPS focused
  • Performance Management
  • Analytical
Education
St. Petersburg College Clearwater, FL Expected in 12/2022 Associate of Arts : - GPA :
St. Petersburg College Clearwater, FL Expected in 10/2022 Associate of Science : Digital Forensics And Computer Investigations - GPA :
Certifications
  • Computer Investigation Certification, St. Petersburg College - December 2022
  • CyberSecurity Certification, St. Petersburg College - December 2022
Work History
Chicago Lighthouse - Business Service Center Supervisor
Chicago, IL, 03/2014 - Current

Responsible for implementing team strategies in support of the company's Customer Services builder and business customer strategies, and renewable services. Collaboration and partnership of key internal stakeholders to ensure prompt and accurate execution of business customer requests. Responsible for planning, coordinating, and directing daily activities of union, exempt, non-exempt and contract employees, focusing on employee development, training, productivity, accuracy, teamwork and morale. Responsible for managing intra-depart mental process improvement and documentation and ensures adherence to corporate Sarbanes-Oxley guidelines. Participates as subject matter expert when new processes or projects are implemented and communicates new policies and procedures to operational teams. Implement and ensure accurate execution of processes to support first call resolution to improve the overall NPS with our Commercial Customer segment.

Expeditors International Of Washington, Inc. - Senior Consumer Affairs Associate
Romulus, MI, 10/2013 - 03/2015

Handle escalated customer complaints from executive management, customer satisfaction surveys, public affairs and other key internal and external stakeholders. Primarily interfacing with executive management, district managers, customer contact leadership, legal, regulatory and government affairs to ensure satisfactory resolution of complaint to mitigate scrutiny from state commission, tariff infractions, charges and/or fines. Ensure effective communication to customer of resolution (verbal and written), as well as managing, tracking and documenting the status of all resolutions to ensure satisfactory completion. Utilize root cause methodology and collaborate with multiple stakeholders and process owners to identify behavioral and procedural gaps in order to drive change, implement improvements and ultimately reduce complaints. Responsible for implementing two process changes within the Accounts Receivable department preventing improper billing in both scenarios.

Duke Energy - Customer Care Team Lead
City, STATE, 03/2007 - 10/2013

Subject matter expert in all guidelines and processes relative to the Contact Center. Assist with day-to-day questions, difficult or complex customer situations and requests, inquiries and escalated customer calls. Provide real-time feedback on performance and identified behaviors based on coaching and other reports. Resolve escalated calls from customers to balance customer and business needs. Required to extend schedule/change schedule when needed for business needs.

Duke Energy - Customer Service Agent
City, STATE, 07/2005 - 03/2007

Responsible for handling billing inquiries, service orders, trouble calls both during and outside of normal schedule. Analyze accounts to elaborate on electric charges, effects of weather conditions, and energy efficiency tips.

Other Achievements

Safety Council- 2019- Current

2022 A3 owner of Mental Health Awareness for all Customer Service's organization.

Generate awareness around the importance of Duke Energy's Safety culture through HP reporting, Safety events, and employee communication.


Employee Engagement Council- 2018-2021

Mobilize and engage the South Coastal employees to address community needs, and build awareness of Duke Energy’s corporate citizenship programs and activities. Directly support Duke Energy’s corporate strategy to build our brand within local communities through various events and as a social media ambassador.


JD Power Project Charter- Quality- 2017

Develop new Quality Assessment tool that integrates internal w/ vendor and supports JD Power certification and CSAT.

Implement tool, processes, roles & responsibilities consistently across regions.

Develop reporting that tracks, trends and integrates into performance reviews.


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Resume Overview

School Attended

  • St. Petersburg College
  • St. Petersburg College

Job Titles Held:

  • Business Service Center Supervisor
  • Senior Consumer Affairs Associate
  • Customer Care Team Lead
  • Customer Service Agent

Degrees

  • Associate of Arts
  • Associate of Science

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