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call center supervisor resume example with 1+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - resumesample@example.com - - -
Summary

Forward-thinking Call Center Supervisor dedicated to training and mentoring staff to effectively resolve caller inquiries, build loyalty and enhance business revenue. Skilled at training, monitoring and managing exceptional teams handling high-volume calls. Driven and innovative with expertise in developing and implementing training protocols and resources to drive performance and caller satisfaction. Dedicated to optimizing times and service quality with a collaborative and analytical approach. Proficient in typical customer needs, behaviors and preferences, as well as recordkeeping requirements and performance strategies. Educates agents on call control and enhancing customer experiences. Achievements include improved customer satisfaction scores, increased service quality and reduced call times. Forward-thinking professional adept at developing and implementing successful policies to meet changing demands. Proficient in managing schedules, administrative functions and employee training. Disciplined and organized leader with a strong call center background focused on customer relations and team leadership. Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented with ability to manage multiple tasks and priorities. Broad experience includes office management, accounting, accounts receivable, invoicing, dispatching, database management, vendor negotiations and contract management. Recognized for exemplary customer service and team collaboration. Personable and dedicated Customer Service Representative with extensive experience in [Type] industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Proven expertise in insurance products, service and customer needs. Familiar with analyzing documentation, liaising between parties and handling both routine and complex issues each day. Identifies and resolves concerns while promoting new products and meeting sales objectives. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.

Skills
  • Quality control optimization
  • Information tracking
  • Employee motivation
  • Document management
  • Reporting skills
  • Scheduling proficiency
  • Productivity benchmarks
  • Performance updates
  • Project planning and coordination
  • Training coordination
  • CRM and office management software
  • Credit card payment processing
  • Report creation
  • Quality assurance controls
  • Inbound and Outbound Calling
  • Problem-solving abilities
  • Shipping and receiving understanding
  • Call Center Operations
  • Adaptive team player
  • Store maintenance
  • Schedule mastery
  • In-store support
  • Product organization
  • Microsoft Office expertise
  • Clerical support
  • Retail sales customer service
  • Conflict mediation
  • Courteous demeanor
  • Quality control
  • Stockroom procedures
  • Customer relations
Experience
10/2019 to 10/2020
Call Center Supervisor Convergent Renton, WA,
  • Retained top talent by authoring and conducting team performance evaluations for corrective action planning.
  • Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
  • Facilitated individual coaching sessions with CSRs to realign productivity goals.
  • Streamlined operational efficiencies by accurately conducting new hire interviews and assisting management with employment decisions.
  • Automated document flow by maintaining coaching and developing sessions, time-off requests and payroll data into database.
  • Worked with training team to maintain frontline agent and tier I and II agent product support and certification training initiatives.
  • Reduced process lags and effectively trained staff on customer satisfaction protocols and first call resolution best practices.
  • Defined and documented office procedures by updating SOPs and planning comprehensive training for administrative support staff.
  • Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
  • Trained contractors on monthly basis by developing and teaching processes and systems that increased customer satisfaction.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Interfaced with cross-functional support groups to manage daily operations.
  • Delivered constructive call process feedback.
  • Motivated and promoted team employees from within for key leadership roles.
  • Kept associate equipment organized and maintained in order to optimize team efficiency.
  • Created process improvements, including new call center and commission-based pay plans.
  • Set and managed performance benchmarks for call center employees.
  • Developed quality assurance standards and established targets for all staff.
  • Established strong and successful policies for employee actions and customer interactions.
01/2019 to 03/2019
Salad Bar Attendant Jason's Deli Oak Brook, IL,
  • Took precautions to avoid cross-contamination between food items.
  • Prepared salad bar items ahead of rush periods and placed in refrigerator for later use.
  • Restocked plates, utensils and ingredients to keep salad bar fresh for customers.
  • Set up buffet and replenished items at salad bar.
  • Replaced aging items with fresh ingredients.
  • Followed safety protocols in handling of equipment and food.
  • Kept bar, guard and floor areas neat, cleaning up spills and wiping down counters.
  • Monitored buffet food quantities and refilled items.
  • Improved operations by working with team members and customers to find workable solutions.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
  • Motivated and encouraged team members to communicate more openly and constructively with each other.
  • Provided IT and software trouble-shooting support to rest of the organization.
  • Improved profit margins by streamlining operations and workflow.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Performed site evaluations, customer surveys and team audits.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Demonstrated self-reliance by meeting and exceeding workflow needs.
07/2020 to 10/2020
Call Center Representative Ohsu Ashland, OR,
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Corresponded with service department team members to build and implement successful solutions to customer problems.
  • Handled escalated customer service concerns to preserve revenue streams from key customers.
  • Documented conversations with customers to track requests, problems and solutions.
  • Assessed customer account information to determine current issues and determine potential solutions.
  • Negotiated with vendors to expedite product shipments and backorders.
  • Answered, screened and processed high volume of calls daily by using call management system and web-based communications.
  • Improved call management database by frequently changing and updating customer contact information.
  • Exceeded company productivity standards on consistent basis.
  • Analyzed reports on improvements to improving efficiency.
  • Resolved inquiries to consistently meet performance benchmarks, including speed, accuracy and volume.
  • Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
  • Trained new employees on processes to promote efficiency and productivity team-wide.
  • Maintained high-volume workload within fast-paced environment and consistently met performance benchmarks.
  • Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.
  • Evaluated benefits for each caller to determine service needs and address concerns.
  • Excelled in exceeding daily credit card application goals.
  • Improved productivity by providing CSR performance feedback for corrective action.
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
  • Escalated customer concerns, store issues and inventory requirements to supervisors.
  • Improved service quality and increased sales by developing strong knowledge of company's products and services.
  • Consulted with customers on modern styles and trends.
  • Achieved top satisfaction, retention and referral rankings on consistent basis.
  • Created and implemented process improvements to reduce workloads and bolster callback efficiency.
  • Escalated customer satisfaction ratings by offering valuable insights to customers' needs and expectations.
  • Lead on- and off-site customer support teams across multiple time zones.
  • Prepared and sold broad range of customized merchandise to individuals and commercial accounts.
  • Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
  • Exceeded team goals and collaborated with staff to implement customer service initiatives.
  • Provided detailed monthly departmental reports and updates to senior management.
  • Expressed appreciation for patronage, inviting and encouraging customer return visits.
  • Established membership loyalty, executing flawless customer retail account management.
  • Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Strengthened operational efficiencies by developing organizational filing systems for confidential customer records and reports.
  • Delivered service and support to each customer, paving way for future business opportunities.
  • Recommended, selected and helped locate merchandise based on customer needs and desires.
  • Replenished shelves to maintain adequate merchandise levels.
  • Performed store opening duties, including counting cash drawers and checking all equipment for proper functioning.
  • Capitalized on opportunities to enhance customer experiences and bring in repeat business.
  • Diminished financial discrepancies and managed monetary transactions, including deposits and credit card transactions.
  • Trained new employees on procedures and policies to maximize team performance.
  • Liaised between customers and retail buyers to expedite orders and meet customer demands.
  • Prevented key account losses by researching discrepancies for corrective action.
  • Dispatched drivers to meet daily delivery needs for company customers.
  • Interacted with customers and retail buyers to follow-up on shipping statuses and expedited orders.
  • Set up and activated customer accounts.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Mentored junior team members and managed employee relationships.
  • Achieved high sales percentage with consultative, value-focused customer service approach.
  • Managed accurate and adequate cash stock and inventory balances.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Worked under strict deadlines and responded to service requests and emergency call-outs.
  • Collected, monitored and evaluated customer requirements to achieve desired delivery time and order fill rates.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Completed diverse tasks on daily basis to serve customer needs, including processing and issuing money orders, managing returns and exchanges, and logging daily shipments.
  • Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges in order to provide speedy and accurate service to each customer.
  • Informed customers about all product lines and services offered by company.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Oversaw warranty counseling process to manage expense controls.
  • Provided advice and front-line expertise to internal committees in order to improve team, service and procedural standards.
  • Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
  • Handled client inquiries with exceptional professionalism and enthusiasm.
07/2017 to 12/2017
Call Center Representative Ohsu Gresham, OR,
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Assessed customer needs and upsold products and services to maximize sales.
  • Set up and activated customer accounts.
  • Documented conversations with customers to track requests, problems and solutions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Delivered service and support to each customer, paving way for future business opportunities.
  • Assessed customer account information to determine current issues and determine potential solutions.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Remained constantly aware of customer activity to ensure safe and secure shopping environment.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Created and implemented process improvements to reduce workloads and bolster callback efficiency.
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
  • Educated customers on special pricing opportunities and company offerings.
  • Reviewed account and service histories to identify trends and issues.
  • Made outbound calls to obtain account information.
  • Trained new employees on procedures and policies to maximize team performance.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Escalated customer concerns, store issues and inventory requirements to supervisors.
  • Exceeded company productivity standards on consistent basis.
Education and Training
Expected in 10/2007 to to
GED:
St. Philip's College - San Antonio, TX
GPA:
Expected in 09/2014 to to
Medical Front Office:
Health Professionals Opportunity Grants - San Antonio, TX,
GPA:

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Resume Overview

School Attended

  • St. Philip's College
  • Health Professionals Opportunity Grants

Job Titles Held:

  • Call Center Supervisor
  • Salad Bar Attendant
  • Call Center Representative
  • Call Center Representative

Degrees

  • GED
  • Medical Front Office

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