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Call Center Supervisor Resume Example

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CALL CENTER SUPERVISOR
Professional Summary
Over 20 years of administrative, customer service, medical, collections, and managerial experience. Results-oriented Supervisor with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements .Customer service-oriented Administrative Assistant skilled in greeting patients, scheduling appointments and preparing patient charts. Extremely dependable and competent individual that takes pride in doing all assignments independent of supervision and in a timely manner. Excellent interpersonal and written communication skills with the ability to communicate effectively with individuals at all levels within the organization. Extensive background in customer service, marketing, sales, and public relations. Proven track record of adaptability within any organizational culture and creating systems to improve efficiency. Competencies Call center management Focused on customer experience Telecommunications satisfaction Skilled multi-tasker knowledge Customer Relationship Meticulous attention to detail Management software (CRM) High customer service standards Training and development Devoted to data integrity Skilled multi-tasker. Strong organizational skills Adaptive team player Areas of Expertise Customer Assistance Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed. Customer Service Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency. Administration Answered multiple phone lines, transferred calls to corresponding departments, filed patient records and billed accordingly. Performed administration tasks such as filing, developing spreadsheets, faxing reports, photocopying collateral and scanning documents for interdepartmental use. Received a merit raise for strong attention to detail, exemplary customer service and team player attitude. Research Investigated and analyzed client complaints to identify and resolve issues. Market Research Interviewed clients via market research surveys to identify product issues and customer needs. Researched and resolved billing problems that had been previously missed. Scheduling Facilitated on boarding of new employees by scheduling training, answering questions and processing paperwork. Multitasking Demonstrated proficiencies in telephone, email, fax and front desk reception within high volume environment.
Core Qualifications
Excellent communication skills, Focused on customer satisfaction management of remote employees Scheduling Energetic Talent development Strong work ethic MS Office proficient Skilled multi- Team player with positive attitude tasker Staffing management ability Staff training and development, Client relations specialist deadline-oriented Conflict resolution techniques Avaya software customer Marketing savvy management systems, established track record of exceptional sales results Team building expertise, compelling leadership skills Proven sales track record, complex project negotiations
Experience
Call Center Supervisor 08/2014 to Current
 COX COMMUNICATIONS Chesapeake, VA
  • Managed a successful sales team of 20 members who consistently exceeded sales goals by 30%.
  • Computed Data Reports, provided required weekly, monthly and quarterly reports listing sales figures and client track records.
  • Customer Assistance Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
  • Customer Interface Greeted customers upon entrance and handled all cash and credit transactions.
  • Assisted customers over the phone regarding store operations, product, promotions and orders.
  • Resolved customer questions, issues and complaints.
  • Effectively managed departmental expenses to stay within allocated budget.
  • Provided a high level of product and leadership support to representatives and clients.
  • Lead on and off-site customer support teams across multiple time zones.
  • Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
  • Effectively communicated with team members to maintain clearly defined expectations.
  • Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Improved service quality and increased sales by developing a strong knowledge of company's products and services.
  • Built customer loyalty by placing follow-up calls for customers who reported product issues.
  • Properly directed inbound calls in phone queues to improve call flow.
  • Addressed negative customer feedback immediately.
  • Received and processed cash and credit payments for customers' bills.
  • Created and directed sales team training and development programs.
  • Trained in negotiations and time management.
  • Interviewed, hired and trained new quality customer service representatives.
  • Provided detailed monthly departmental reports and updates to senior management.
Provider Outreach Specialist 08/2013 to 08/2014
 VALUEOPTIONS Chesapeake, VA
  • Negotiates single case agreements with out of network providers/programs/facilities so that members can receive the network level of benefit utilizing management informations systems.
  • Establishes and maintains positive communication with provider community through telephonic inquiries.
  • Negotiate rates for specified levels of care with out of network providers at a rate of reimbursement that complies with identified rate parameters.
  • Responsible for researching and responding to provider requests and complaints in a timely and professional manner including complex requests and escalated issues.
  • Complete daily productivity reports accurately, documenting individual work output, as requested.
  • Maintain contact records with providers via ServiceConnect inquiry tracking, including resolution of calls routed to user or departmental work queues and appropriate routing of calls to other staff.
  • Create letters of agreement for SCA providers while education on ValueOptions policy and procedures.
  • Collect provider documentation (i.e.
  • licensure, JCAHO certification), as indicated by ValueOptions requirements.
  • Demonstrated knowledge of HIPAA Privacy and Security Regulations by appropriately handling patient information.
  • Ensured compliance with medical/legal requirements, JCAHO standards and Army regulations.
  • Monitored shared email and ensured inquiries were addressed.
  • Lead on and off site customer support teams across multiple time zones.
Call Center Representative 11/2012 to 08/2013
 CHKD HOSPITAL Chesapeake, VA
  • Responsible for marketing the hospital's services to potential clients through telephone inquiries, provides inbound and outbound customer service communication utilizing complex telecommunication equipment facilitates referral of callers to appropriate health care providers facilitates, identifies and responds to "Emergency Code" situations maintains departmental records and filing systems provide patients follows ups and post surgery calls distribution of departmental mailings imagining and scanning documents, computer skills, take calls, and messages, route from physicians and nurses provide technical/assisting hardware for employees provide training and run reports, handle all alarms for the entire hospital Maintained up to date records at all times Assisted with the development of the call center's operations, quality and training processes Verified and logged in deadlines for responding to.Made reasonable procedure exceptions to accommodate unusual customer requests.
  • Efficiently performed insurance verification and pre-certification and pre-authorization functions.
  • Carefully reviewed medical records for accuracy and completion as required by insurance companies.
  • Scheduled surgeries and procedures in conjunction with Surgical Coordinator, Scheduled patient appointments.
  • Efficiently performed insurance verification and pre-certification and pre-authorization functions Trained staff on how to improve customer interactions.
  • Provided cross training to 10 staff members.Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
  • Maintained up to date records at all times.
Consultant/Clerk/Dispatcher/Supervisor 05/1999 to 11/2012
 VERIZON Virginia Beach, VA
  • Addressed customer service inquiries in a timely and accurate fashion Built customer loyalty by placing follow up calls for customers who reported product issues Addressed negative customer feedback immediately.
  • Resolved customer questions, issues and complaints Led a team of 15-30 customer service representatives to increase service center profitability Effectively communicated with team members to maintain clearly defined expectations.
  • Ensured orders and adjustments were accurately transmitted and collected, monitored and evaluated customer requirements to achieve desired delivery time and order fill rates.
  • Utilized various systems to meet company deadlines and conduct monthly performance reviews in accordance with FCC regulations Generated and distributed daily reports and order acknowledgments to appropriate personnel.
  • Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department Developed rapport with the customer base by handling difficult issues with professionalism.
  • Processed orders for existing and new customers negotiated payment arrangements for delinquent and final bills.
  • Dispatching technicians to repair jobs.
  • Served as principal link between the company and residential customers ensured customer satisfaction order processing Processed over 180 customer orders per day.
  • Determined staff promotions and demotions, and terminated employees when necessary Interviewed, hired and trained new quality customer service representatives.
  • Completed weekly schedules according to payroll policies.
  • Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
  • Owned team productivity metrics.
  • Effectively managed departmental expenses to stay within allocated budget.
  • Provided a high level of product and leadership support to representatives and clients.
  • Efficiently performed insurance verification and pre-certification and pre-authorization functions.
Education
Completed Some College Courses Computer Science: Business Thomas Nelson Community College Hampton, VA, USA Business
Strayer University Virginia Beach, VA, USA Completed Some College Course
Skills
Army, Attention to detail, Avaya, budget, Call center, Cisco, Excellent communication, hardware, Conflict resolution, credit, Customer Relationship Management, CRM, client, clients, Client relations, customer satisfaction, customer service, Customer service, customer support, Customer Assistance, delivery, Dispatching, documentation, email, Staff training, senior management, fashion, filing, insurance, Team building, leadership, leadership skills, legal, letters, marketing, Microsoft Office Suite, MS Office, negotiations, network, payroll, performance reviews, personnel, policies, problem solving, processes, process improvement, quality, rapport, researching, routing, sales, scanning, Scheduling, software Training, Staffing, surgery, Team management, Team player, telecommunication, telephone, phone, time management
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Resume Overview

Companies Worked For:

  • COX COMMUNICATIONS
  • VALUEOPTIONS
  • CHKD HOSPITAL
  • VERIZON

School Attended

  • Thomas Nelson Community College
  • Strayer University

Job Titles Held:

  • Call Center Supervisor
  • Provider Outreach Specialist
  • Call Center Representative
  • Consultant/Clerk/Dispatcher/Supervisor

Degrees

  • Completed Some College Courses Computer Science : Business

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