call center supervisor resume example with 12+ years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
:
Summary
I am seeking employment in a stimulating and challenging environment with growth opportunities. I will use my education and skills to help the company excel and expand.
Skills
Business Management
Conflict Management/negotiation
Communication Skills
Sales/ Upselling
Expertise with the following softwares: CRM Software/Opus/ Rio/ Cx notes/ Clarify
Microsoft Office/ Word/Excel/ PowerPoint/Windows
Technical support & troubleshooting
Conflict Resolution / Creative Problem-Solving
Strong Organizational Skills
Creative Problem Solver
Excellent Communication/listening Skills
Fast Learner/ Adaptability
Proficient Emailing and use of Dual Computers
Training Experience
Data Entry
50-60 wpm Typing Speed
Quality Assurance Controls
Experience
Call Center Supervisor, 07/2018 - 09/2022 Esler Companies – Tucson, AZ,
In charge of 10-15 individuals every 4-6 months teaching them the following :
Bill payments for services including setting extensions and payment arrangements
Explaining & resolving issues with bills
Full expertise & offering of services
Troubleshooting & resolving technical issues for equipment including cellular , tv receivers, modems & other hand held devices
Applying discounts when available/applicable
De-escalating irate customers
Assured my teams met sales bonus for signing new customers up for cellular , television & or internet
Dual computers & Systems working simultaneously
Managed Influx of inbound calls 150+ plus daily..Quality control & side by side coaching
Multitasking with dual screens& systems
Work to meet sales quota , received recognition and exceeded goals
Taught team to surpass/meet call metrics such as 30 second hold times, limited dead air .
Taught team to surpass/meet Under 40% transfer calls , over 80% call resolution
Assured team receive satisfaction surveys with 80-90% resolution resolve to meet quotas
Assured team Exceed sales quota of 87% for new internet & cell phone lines monthly by over 120%
Accustomed to bonuses via sales & surveys from customer
Trained and supervised new employees to promote overall team productivity and consistent service.
Managed customer expectations by clarifying needs, identifying options and recommending products and services.
Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
Planned staff and training meetings and scheduled conference rooms.
Determined and formulated policies, procedures and business strategies to meet growth objectives of company.
Health & Insurance Trainee/Manager, 09/2014 - 05/2018 Universal Health Services – Austin, TX,
Teaching groups of 20 plus individuals all of the following knowledge & strengths to be able to sign employees up for annual enrollment in which customers sign themselves and their families up for dental, health and life insurance
Groups had inbound and outbound calls while sticking to strict deadlines
Taught groups how to de-escalate problematic customer concerns, maintaining calm, friendly demeanor.
Taught groups how to Manage and explain 401k and pension accounts for retirees and the retirement process also processed early payouts
In charge of payroll
Assigned tasks to associates to fit skill levels and maximize team performance.
Created training modules and documentation to train staff.
Minimized staff turnover through appropriate selection, orientation and training.
Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.
Entered time and attendance logs in preparation for payroll.
Communicated company directives and programs to associates and ensured all follow-up items were completed accurately and timely.
Led team meetings and one-on-one coaching sessions to continuously improve performance.
Onboarded new employees in time reporting and payroll systems.
Worked closely with human resources (HR) to safeguard confidential employee data.
Customer Service Rep Pay, 09/2013 - 08/2014 XEROX – City, STATE,
Speaking with customers via telephone incoming& outgoing calls regarding general questions about their cellular devices & electronic gadgets
Assisted customers with inquires about bills, services offered, promotions, troubleshooting devices, taking and processing payments and de-escalating situations
Educating customers of how to be self-sufficient with all the services offered to make for a more lucrative business.
Insurance Verification Specialist, 07/2009 - 09/2013 Advocate Health Care – City, STATE,
Called insurance companies to ascertain pertinent information regarding policies and payment benefits for patients.
Verified that patients had proper insurance coverage prior to procedures or appointment scheduling.
Checked documentation for appropriate coding, catching errors and making revisions.
Instructed clients on amounts covered under benefits plans in easy-to-understand terminology.
Contacted patients to arrange payment arrangements for deductible and out-of-pocket liability.
Entered data in EMR database to record payer, authorization requirements and coverage limitations.
Liaised between physician, site of service and billing department to obtain appropriate documentation.
Communicated with insurance carrier, patient and third party or employer to verify patient insurance benefits.
Determined estimated self-pay portion by calculating charges, co-insurance and deductibles.
Contacted patients to confirm demographic information and communicate financial responsibilities.
Communicated with cross-functional teams to report insurance company trends.
Navigated through multiple online systems to obtain documentation.
Examined claims, records and procedures to grant approval of coverage.
Handled billing related activities focused on medical specialties.
Performed verification of Medicare coverage.
Education and Training
B.A.: Business Management, Expected in 10/2022 - Triton College - Maywood, IL GPA: Status -
Associate of Applied Arts: Music Management And Merchandising, Expected in 01/2011 - Columbia College Chicago - Chicago, IL GPA: Status -
High School Diploma: , Expected in 06/2010 - Lake View High School - Chicago, IL GPA: Status -
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