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cic customer advocate supervisor resume example with 13+ years of experience

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Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Professional Summary

Knowledgeable and dedicated customer service professional with extensive experience in the Customer Service/Leadership industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Self-directed Customer Service professional dedicated to promoting loyalty and retention through proactive communication, effective problem-solving and personable follow-through. Offering 20+ years of Service-Focused Experience.

Skills
  • Client Relationships
  • Conflict Resolution
  • Multi-Line Phone Systems
  • Inbound Call Management
  • Call Volume and Quality Metrics
  • Customer Retention Strategies
  • Understanding Customer Needs
  • Active Listening
  • Staff Training
  • Microsoft Word
  • Customer Relations
  • Team Development
  • Staff Monitoring
  • Passion for customer satisfaction
  • Customer complaint resolution
Work History
06/2013 to 01/2022 CIC Customer Advocate Supervisor Victory Packaging | Jacksonville, FL,
  • Supervised large teams with guidance, support and direction for high-quality customer care.
  • Trained new team members on site policies and procedures.
  • Provided onsite training to help develop employee skills.
  • Oversaw employee attendance record, handled payroll, and ordered new materials for sites.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Built positive rapport and relationships for high levels of customer satisfaction.
  • Monitored customer service calls to verify representatives' adherence to service standards and best practices.
  • Developed customer service initiatives to improve performance and uplift satisfaction scores.
  • Built highly-efficient administrative teams through ongoing coaching and professional development opportunities.
  • Brainstormed and implemented creative event concepts and themes.
  • Attended conferences and events to stay up-to-date with industry trends and planning standards.
  • Established working relationships with clients by organizing various events.
01/2013 to 06/2017 Customer Service Advocate Auto Club Group AAA | City, STATE,
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences for over 20 years.
  • Recommended products to customers, thoroughly explaining details.
  • Educated customers about billing, payment processing, and support policies and procedures.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Maintained up-to-date knowledge of product and service changes.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Cross-trained and provided backup support for organizational leadership.
  • Trained new personnel regarding company operations, policies and services.
05/2008 to 08/2012 Shift Supervisor/Youth Specialist Wedgwood Christian Services | City, STATE,
  • Facilitated group sessions and provided one-on-one support.
  • Offered constructive feedback to minors under care regarding specific actions, behaviors and words.
  • Planned and executed activities to promote skill and talent development.
  • Maintained safety and security of youth under care.
  • Delivered youth transitional assistance in areas of education, life skills, and career development for 10+ years.
  • Maintained documentation and records of training activities and group events.
  • Guided youths through admission and orientation tasks to speed up enrollment processes.
  • Coordinated transitional services for youth of diverse backgrounds.
  • Obtained and supplied information to coordinating agencies to provide best possible guidance to clients.
  • Secured housing, medical care and employment for clients by collaborating with various community agencies.
Education
Expected in 05/2005 to to Associate Of Human Services | University of Phoenix, Tempe, AZ GPA:

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Resume Overview

School Attended

  • University of Phoenix

Job Titles Held:

  • CIC Customer Advocate Supervisor
  • Customer Service Advocate
  • Shift Supervisor/Youth Specialist

Degrees

  • Associate Of Human Services

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