LiveCareer-Resume

call center supervisor resume example with 20+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
Professional Summary
Accomplished call center supervisor with more than 20 years experience of professional customer service and leadership experience. I have experience with all facets of the hiring, training, coaching and development processes of Call Center Representatives.
Skills
  • Skilled in call center operations
  • Multi-line phone operation proficiency
  • Committed to maintaining data integrity
  • Strong problem solving aptitude
  • Familiarity with Key Performance Indicators (KPIs)
  • Avaya Software knowledge
  • Extensive team leadership
  • Staff/training policy development
Work History
Call Center Supervisor, 02/2007 to Current
Chargepoint Holdings Inc.San Jose, ,
  • Defused volatile customer situations calmly and courteously.
  • Mastery of customer service management systems and databases.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Initiated operations improvements to improve overall call center productivity.
  • Provided incentive to increase productivity by offering employees awards for best customer service.
  • Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction.
  • Met or exceeded service and quality standards every review period.
  • Directed training/staff development initiatives and coaching.

Lead Customer Service Representative, 01/1998 to 02/2007
Think BankEdina, ,
  • Met or exceeded service and quality standards every review period.
  • Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
  • Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
  • Oversaw call center employees to ensure customer satisfaction goals were consistently met.
  • Managed high call volume with tact and professionalism.
  • Prepared reports and communication for senior management and clients.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Accurately documented, researched and resolved customer service issues.
  • Defused volatile customer situations calmly and courteously.

Education
High School Diploma: , Expected in 1991 to Hartford High School - Hartford CT,
GPA:
  • Top 10% of class

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Resume Overview

School Attended

  • Hartford High School

Job Titles Held:

  • Call Center Supervisor
  • Lead Customer Service Representative

Degrees

  • High School Diploma

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