Call Center Supervisor resume example with 20+ years of experience
- , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
- (555) 432-1000
- resumesample@example.com
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. Business-minded professional tackling any job task with gusto and precision. Determined Front Office Supervisor delivering exceptional service and responding to questions and inquiries quickly. Demonstrating a positive attitude to adapt to any situation.
Team Leadership
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Corvel – Lebanon, IN,
- Managed 21 employees, including scheduling for frontline, tier I and tier II agents and product specialists to ensure optimal productivity.
- Trained and supervised new employees to promote overall team productivity and consistent service.
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Facilitated individual coaching sessions with CSRs to realign productivity goals.
- Worked with training team to maintain frontline agent and tier I and II agent product support and certification training initiatives.
- Interfaced with cross-functional support groups to manage daily operations.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Delivered constructive call process feedback.
- Reduced process lags and effectively trained staff on customer satisfaction protocols and first call resolution best practices.
Fortegra Financial – Farmington Hills, MI,
- Supported clients with HR practice development and program creation and handled performance evaluations, job descriptions and salary ranges.
- Advocated on behalf of personnel by gathering feedback and assisting managers with conflict resolutions.
- Worked with HR department to devise and update policies as needed for corporate accountability and workplace health.
- Assisted candidates with application processes by answering questions about application.
- Assessed and filtered resumes from potential job candidates to identify qualified individuals.
- Guided department managers on hiring practices, salary ranges and position request forms.
Cashman Equipment – Sparks, NV,
- Managed 25 employees, including scheduling for frontline, tier I and tier II agents and product specialists to ensure optimal productivity.
- Developed daily, weekly and monthly reports on help desk team's productivity.
- Fielded complaints and feedback from customers about service and employees.
- Trained new employees on support processes, procedures and knowledge base.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Isolated problem trends and completed troubleshooting efforts for recurring problems until discovery of permanent solutions.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Improved overall company performance through increased IT uptime and effective cost reductions.
- Directed enterprise help desk and staff to boost call and ticket resolution efficiency.
Cogent Communications Group, Inc. – Dallas, TX,
- Created new accounts, reset passwords and configured access to servers and file management software for users.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Processed average of 52 inbound and outbound technical support calls.
Kirkwood Community College - Cedar Rapids, IA
Capri College - Cedar Rapids, IA
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Resume Overview
School Attended
- Kirkwood Community College
- Capri College
Job Titles Held:
- Call Center Supervisor
- Human Resources Specialist
- Help Desk Supervisor
- Help Desk Technician
Degrees
- Associate of Applied Science
- Associate of Arts
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