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Call Center Supervisor Resume Example

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CALL CENTER SUPERVISOR
Professional Summary

Knowledgeable and dedicated customer service professional with extensive experience in remote industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Skills
  • Exceptional communication skills
  • KPI Accountability
  • Positive Reinforcement
  • Private and Secure Workspace
  • First Call resolution
  • Microsoft Office
  • Conflict Resolution
  • Financial Services
  • Customer service
  • Payment processing
  • Contact Center
  • Quality assurance
  • Technical support
  • Zendesk
  • Salesforce
  • Google Meet
  • Advanced project planning skills
  • Expert analytical skills
  • Problem-solving skills
  • Types 89 wpm
Work History
Call Center Supervisor, 08/2020 to Current
Maximus – Remote, GA
  • Reduced downtime to support quality control, boost revenue and complete projects on time and under budget.
  • Minimized process lags through operations protocols and client account management training.
  • Handled advanced issues with calm, knowledgeable and professional approach.
  • Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
  • Responded to team support questions quickly to maintain call center efficiency.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
  • Assisted team leaders by providing agent status and performance reports to provide information on areas for improvement.
  • Worked on complex issues where analysis of situations or data requires in-depth knowledge of the company.
  • Negotiated with agents and management by influencing senior level leaders regarding matters of significance tot he organization.
  • Acts as advisor to subordinate employees, customers and/or functional peer group managers.
  • Oversaw the daily operations of a contact center team to ensure performance metrics are met.
  • Monitors performance goals and objectives for the contact center staff and complete daily and weekly reports.
Senior Mobile App Developer, 01/2017 to Current
Kinder Partners LLC – Remote, GA
  • Created, coded, and published Kinder Dictionary/Kinder Chat/Kinder Chat Parent.
  • Modified existing iOS software to correct coding errors, upgrade interfaces, and improve overall performance.
  • Worked closely with other team members in such tasks as troubleshooting and debugging.
  • Provided positive customer support training experience for completed applications.
  • Utilized such technologies as ASP.NET , MVC, HTML5, JavaScript and SQL Server 2012 to develop new applications.
  • Used spreadsheets to research data discrepancies.
Customer Champion, 01/2016 to 12/2020
Zapier Inc. – Remote, GA
  • Responded to customer requests for products, services and company information via email, live chat, and phone.
  • Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
  • Consulted with outside parties to resolve discrepancies and create effective solutions.
  • Worked with awesome companies around the world.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Cultivated customer loyalty, promoted repeat customers and improved sales.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Partnered with customers to effectively resolve issues through phone, email and chat.
  • Answered how-to questions and helped customers navigate a variety of tools.
Human Resource Manager, 04/2009 to 03/2017
JDH Professional – Remote, GA
  • Developed reports by compiling summaries for earnings, taxes, deductions, nontaxable wages, disability and leave.
  • Directed meetings weekly between payroll, accounting and HR managers to identify and alleviate ongoing HR related issues.
  • Updated employee files with new details such as changes in address or salary levels.
  • Approved Timesheets for employees to show earned hours.
  • Maintained employee privacy and protected payroll operations by keeping all information confidential.
  • Processed payrolls on both daily and weekly basis for more than 300 employees nationally.
  • Performed entry-level and advanced clerical duties requiring knowledge and the application of various work methods and procedures.
  • Performed repetitive clerical steps such as documentation verification,
  • Managed inbound/outbound calls and emails to communicate with employees and customers.
  • Developed, recommended changes, and executed policies and procedures.
  • Identified and resolved issues, problems, and concerns by leading cooperative effort of team.
  • Interacted with different levels of external and internal customers via email and live chat.
  • Followed programs closely to assess effectiveness and make proactive changes to meet changing demands.
  • Liaised between multiple business divisions to improve communications.
Education
Bachelor of Science: Business, Human Resource Management, 05/2013
University of Phoenix - Tempe, AZ
  • Majored in Business/HR
Certificate: Phlebotomy, 01/2000
Navicent Health Baldwin - Milledgeville, GA
MBA: Business Administration, 05/2016
Kaplan University - Atlanta, GA
Accomplishments
  • 2020 Kapla Leadership Award Recipient
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Resume Overview

Companies Worked For:

  • Maximus
  • Kinder Partners LLC
  • Zapier Inc.
  • JDH Professional

School Attended

  • University of Phoenix
  • Navicent Health Baldwin
  • Kaplan University

Job Titles Held:

  • Call Center Supervisor
  • Senior Mobile App Developer
  • Customer Champion
  • Human Resource Manager

Degrees

  • Bachelor of Science : Business, Human Resource Management , 05/2013
    Certificate : Phlebotomy , 01/2000
    MBA : Business Administration , 05/2016

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