LiveCareer-Resume

call center supervisor resume example with 11+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Professional Summary

Highley Dependable, ethical and reliable outgoing CSR with experience handling multiple tasks at a time and works effectively with cross functional teams in ensuring operational and service excellence is provided.

Self-Motivated,

Hardworking Professional committed to providing outstanding customer service and Independently solves problems with a creative and complex mindset.

Willing to take on new tasks with enthusiasm and considered a valuable and gifted team player.

Proficient in varies software programs such as Microsoft home office, excel, word, Five/9 software, Teams, and several other programs. Skilled in troubleshooting basic computer issues.

I think analytically and learn actively and have the skills, attributes and motivation to be successful in everything i do.

Skills
  • Operational Efficiency
  • Performance Tracking and Evaluations
  • Administration and Reporting
  • Team Management
  • Technical Proficiency
  • Employee Performance Reviews
  • Professional Relationships
  • Customer Needs Assessments
  • Call Center Software
  • Client Satisfaction
  • Payroll Administration
  • Information Tracking
  • Employee Coaching and Motivation
  • Managing Operations and Efficiency
  • Data Communications
  • Contact Center Software
  • Efficient Service
  • Key Performance Indicators (KPIs)
  • Guest Services
  • Active Learning
Education
Eastern Oklahoma State College Wilburton, OK Expected in : Psychology - GPA :
Quartz Hill High School Lancaster, CA Expected in 05/1995 High School Diploma : - GPA :
Work History
Enterprise Information Services - Team Lead SSR
, , San Diego, CA 09/2022 - 12/2022
  • Coached team members in techniques necessary to complete job tasks.
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
Yai/Nipd Network - Call Center Supervisor
, , American Folk, Utah 07/2021 - 08/2022
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Supervised 10-20 CSR reps in providing excellent customer service to callers requiring assistance for placing orders and card scanning issues.
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues
  • Created team rotations to man center effectively during peak hours
  • Determined quality assurance benchmarks and set standards for improvement
  • Maintained call center equipment in good working order to maximize productivity
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement
  • Collaborated with training team to boost product support and certification training initiatives
  • Prepared agendas and took notes at meetings to archive proceedings
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques
  • Assessed personnel performance and implemented incentives and team-building events to boost morale
  • Established and oversaw performance targets for call center associates
Chili's Restaurant - Bartender Supervisor
, , McAlester, OK 04/2017 - 01/2021
  • Oversaw and monitored cash drawers and reconciled drawers against cash register reports at close of business.
  • Followed alcohol awareness procedures for preventing excessive guest intoxication.
  • Established rules for ejecting problem customers from bar to reduce liability and maintain pleasant environment.
  • Supervised and trained staff on preparing and delivering drinks, handling food and money and setting up bar at beginning of shift and breaking down at end of shift to facilitate operations.
  • Scheduled parties, banquets or sporting events and allocated optimal staff and resources to properly execute.
  • Completed accurate inventory records to thwart malicious activities and maintain organized and profitable establishment.
  • Followed alcohol awareness procedures for preventing excessive guest intoxication
  • Oversaw and monitored cash drawers and reconciled drawers against cash register reports at close of business
  • Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands
  • Developed new signature cocktails to support bar marketing brand and increase profits
  • Served high customer volumes during special events, nights and weekends
  • Trained new bartenders on drink preparation, product promotion, garnish preparation and sanitation protocol
  • Created balanced shift schedules to keep bar reasonably staffed during peak periods and maximize earnings for bartenders
  • Adhered to state laws regarding alcoholic beverage services and customer regulations
  • Handled simultaneous customer, team and business needs while avoiding unnecessary delays or errors
Mcalester Regional Hospital - Head Waitress
, , Oklahoma City, OK 11/2014 - 03/2017
  • Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
  • Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
  • Trained staff members on use of POS system.
  • Upheld high standards of professionalism when dealing with customer issues, supporting serving staff and waiting on tables.
  • Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
  • Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
  • Verified daily sales for end-of-day audits and accurately filled out closing paperwork
  • Upheld high standards of professionalism when dealing with customer issues, supporting serving staff and waiting on tables
  • Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty
  • Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business
Company Name - Medical Records Clerk
, , 05/2008 - 11/2012

Processed medical records requests from outside providers according to facility, state and federal law.

  • Obtained necessary signatures on information release forms to obtain medical and treatment records from other service providers.
  • Maintained historical reference by abstracting and coding clinical data such as diseases, operations, procedures and therapies with standard classification systems.
  • Maintained patient records in compliance with security regulations.
  • Reviewed charts and flagged incomplete or inaccurate information.
  • Delivered charts to assigned areas of hospital by following established routing procedures.
  • Gathered patient information by collecting demographic information from variety of sources.
  • Created new medical records and retrieved existing medical records by gathering appropriate record folders and contents and assigning and recording new record numbers.
  • Maintained patient confidence by keeping patient records information confidential.
  • Uploaded physician progress notes, history and physicals into electronic medical records.
  • Prepared and processed forms for government healthcare programs.
  • Utilized Hospital programs and systems to manage and confirm patient data, such as insurance, demographic and medical history information.
  • Input data into computer programs and filing systems.
  • Maintained accuracy, completeness and security for medical records and health information.
  • Compiled electronic patient records covering conditions, treatments and diagnoses.
  • Maintained database for storage and retrieval of medical records.
  • Secured medical records against loss or unauthorized access.
  • Reviewed medical records for completeness and filed records in alphabetic and numeric order.

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Resume Overview

School Attended

  • Eastern Oklahoma State College
  • Quartz Hill High School

Job Titles Held:

  • Team Lead SSR
  • Call Center Supervisor
  • Bartender Supervisor
  • Head Waitress
  • Medical Records Clerk

Degrees

  • Some College (No Degree)
  • High School Diploma

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