LiveCareer-Resume

call center supervisor resume example with 11+ 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

Ambitious manager with a coaching-pacesetting style of leadership with a solid history of success in operation management. Motivated to drive productivity, profit and efficiency goals through proactive and hands-on leadership. Offering over fifteen years of related experience and pursuing new professional challenges with room for advancement within your organization.

Skills
  • Team Leadership
  • Employee Motivation
  • Employee Training
  • Staff Management
  • Performance Appraisals
  • Customer Complaint Resolution
  • Quality Management
  • Technical Support
  • Key Performance Metrics
  • Process Improvement
  • Client Needs Assessment
Experience
Call Center Supervisor, 01/2021 to Current
Cj Pony PartsLas Vegas, NV,
  • Defined and documented office procedures, using updated SOPs to provide thorough and comprehensive training for all administrative support staff.
  • Reduced process lags and effectively trained staff on customer satisfaction protocols and first call resolution best practices.
  • Streamlined operational efficiencies by accurately conducting new hire interviews and assisting management with employment decisions.
  • Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
  • Interfaced with cross-functional support groups to manage daily operations.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • 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.
COVID-19 Contact Tracer Supervisor , 01/2020 to 11/2020
Atlas World Group, Inc.Evansville, IN,
  • Automated document flow by maintaining coaching and developing sessions, time-off requests and payroll data into database.
  • Kept associate equipment organized and maintained in order to optimize team efficiency.
  • Established strong and successful policies for employee actions and customer interactions.
  • Motivated and promoted team employees from within for key leadership roles.
  • Set and managed performance benchmarks for call center employees.
  • Recruited, hired and trained new employees, including monitoring and review of individual performance.
  • Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.
Logistics Account Manager, 01/2015 to 01/2020
Kipp Houston Public SchoolsHouston, TX,
  • Analyzed operational performance and implemented plans to attain organizational and financial goals.
  • Utilized ordering, tracking and billing systems and associated processes.
  • Demonstrated exceptional customer service to both internal and external customers.
  • Maintained high standards of internal and external customer service.
  • Performed needs analysis to determine performance gaps and developed appropriate tactics to resolve issues.
  • Created and maintained communication channels while delivering relevant information to all major internal customers and stakeholders.
  • Proficient in reading and interpreting functional system designs, basic operational analytics and troubleshooting guides.
  • Successfully supervised daily management of all logistics and transportation activities, effectively eliminating waste.
  • Troubleshot and formulated strategies for expected and unanticipated logistics issues.
Director of Leadership Development, 12/2009 to 01/2015
BOYS AND GIRLS CLUBCity, STATE,
  • Led the strategic oversight and direction of a team in the implementation of a high-quality youth development program model which increased quality and drove youth outcomes in an assigned core program content area.
  • Work alongside the Director, Leadership Development & Training, to ensure that all corporate leadership and organizational development training initiatives are planned, resourced and executed in line with business needs.
  • Facilitate instructor-led classes, meetings, webinars, special events and customized engagements for team development. Conduct team engagement customized initiatives based on specific team development needs to help improve cohesiveness and productivity.
  • Established track record of program management of leadership development programs and processes.
  • Produced social media content across all media platforms
Education and Training
Contact Tracer Certification: , Expected in 2020 to JOHN HOPKINS BLOOMBERG SCHOOL OF PUBLIC HEALTH - ,
GPA:
NETCOM LEARNING A+, Network: , Expected in 2010 to - ,
GPA:
Bachelors of Science: Psychology, Expected in 2005 to OAKWOOD UNIVERSITY - ,
GPA:
Certification: Sound Engineering, Expected in 2000 to Institute Of Audio Research - New York, NY
GPA:
Accomplishments
  • Led team to achieve 95%-100% in QA, earning recognition from upper management.
  • Consistently maintained high customer satisfaction ratings.
  • Identified and Overcame Bottlenecks that significantly impacted agents efficiency and improved operations.

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

Your data is safe with us

Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.

Resume Overview

School Attended

  • JOHN HOPKINS BLOOMBERG SCHOOL OF PUBLIC HEALTH
  • OAKWOOD UNIVERSITY
  • Institute Of Audio Research

Job Titles Held:

  • Call Center Supervisor
  • COVID-19 Contact Tracer Supervisor
  • Logistics Account Manager
  • Director of Leadership Development

Degrees

  • Contact Tracer Certification
  • NETCOM LEARNING A+, Network
  • Bachelors of Science
  • Certification

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in:As seen in: