Call Center Supervisor Resume Example
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CALL CENTER SUPERVISOR
Professional Summary
Highly communicative Payroll Specialist promoting more than 10+ years of expertise in auditing payroll data and processing garnishments. An action-oriented professional with skills in ADP processing and Kronos. Offering talents in cultivating lasting relationships, resolving issues quickly and identifying mistakes on time sheets.
Skills
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Work History
Call Center Supervisor, 08/2020 to Current
Consolidated Communications – Remote Office , VA
Consolidated Communications – Remote Office , VA
- 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
Cleveland Clinic – Huntsburg , OH
Cleveland Clinic – Huntsburg , OH
- 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.
Human Resource Manager, 12/2015 to 06/2020
Ford Motor Company Us – Dearborn , MI
Ford Motor Company Us – Dearborn , MI
- 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 300-600 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.
Payroll Specialist, 01/2010 to 12/2015
Ac Transit – Oakland , CA
Ac Transit – Oakland , CA
- Calculated payroll deductions by accurately using internal software systems and processed payroll to meet preset requirements.
- Accurately entered timesheet information into system with minimal payroll and billing errors.
- Collected and stored employee timesheets, tracked down agents with late timesheets, and ensured timesheets were filled out properly.
- Processed gross pay, state and federal tax withholding, social security, Medicare and other deductions for all employees.
- Verified on-time submission of payroll taxes and within constraints of Internal Revenue Service.
- Investigated payroll variances and employee claims to resolve discrepancies and balance financial records.
- Collaborated with technology programmers to remedy system problems to achieve timely employee payments.
- Maintained accurate records of payroll documentation and transactions for 200-600 employees.
Education
Bachelor of Science: Business, Human Resource Management, 05/2013
University of Phoenix - City, State
University of Phoenix - City, State
- Majored in Business/HR
Certificate: Phlebotomy, 01/2000
Navicent Health Baldwin - City
Navicent Health Baldwin - City
Accomplishments
- 2020 Kapla Leadership Award Recipient
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Resume Overview
School Attended
- University of Phoenix
- Navicent Health Baldwin
Job Titles Held:
- Call Center Supervisor
- Senior Mobile App Developer
- Human Resource Manager
- Payroll Specialist
Degrees
- Bachelor of Science : Business, Human Resource Management , 05/2013
Certificate : Phlebotomy , 01/2000
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