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:

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.

  • 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
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
  • 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 - ,
NETCOM LEARNING A+, Network: , Expected in 2010 to - ,
Bachelors of Science: Psychology, Expected in 2005 to OAKWOOD UNIVERSITY - ,
Certification: Sound Engineering, Expected in 2000 to Institute Of Audio Research - New York, NY
  • 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.

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Resume Overview

School Attended

  • Institute Of Audio Research

Job Titles Held:

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


  • Contact Tracer Certification
  • Bachelors of Science
  • Certification

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