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contact center supervisor resume example with 17+ years of experience

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

11 years of Management experience. 14 years of call center experience. 18 years in the customer service industry.

Experience
04/2020 to Current Credit Solutions Advisor I Church Mutual Insurance Company | Dayton, OH,
  • Foster relationships with clients to fully understand their life priorities.
  • Identify and recommend solutions to help clients achieve their financial goals.
  • Consistently provide excellent client experiences, while also maintaining integrity with every client interaction.
09/2018 to 03/2021 Advanced Care Team Manager Turn5 Inc | Houston, TX,
  • Facilitate, coach, and provide leadership and framework for daily operation.
  • Increase team's process and business knowledge/understanding enabling higher levels of performance productivity and efficiency.
  • Ensure staff works within the guidelines established by the organization.
  • Monitor team performance and provide feedback.
  • Foster team building and group dynamics, and provide career development planning and opportunities.

01/2017 to 09/2018 Contact Center Supervisor Mount Sinai Medical Center Of Miami Beach | NY, State,
  • Monitor and manage the performance of Consumer Service Specialists.
  • Provide feedback and education to team members to meet and/or exceed individual goals.
  • Regularly monitor and maintain team compliance with ISO regulations.
  • Compose and deliver monthly, quarterly, and annual performance reviews with CSS agents.
11/2013 to 01/2017 Supervisor Mechanics Bank | Visalia, CA,
  • Led a team to consistently meet target metrics and goals set forth by the company.
  • Deliver codes of conduct, and mid-year/annual performance appraisals.
  • Worked closely with Human Resources in matters concerning labor law.
  • Handled escalated calls and resolved complaints of customers, as well as matters dealing with agents throughout the call center.
  • Weekly 1 on 1 coaching with agents to maintain quality standards.
02/2007 to 11/2013 Customer Service Representative Busch's, Inc. | Greater Ann Arbor Area, MI,
  • Provide stellar customer experiences Maintain up-to-date knowledge of Verizon Wireless products and services
  • Assist customers with any questions they may have regarding Verizon Wireless account and services.
11/2003 to 12/2006 Store Manager T-Mobile | City, STATE,
  • Oversaw the daily operations for T-Mobile Authorized Dealer
  • Trained Sales Agents on meeting quotas and adhering to policies and procedures.
  • Responsible for ordering and keeping track of inventory.
  • Built and maintained customer loyalty by training sales reps how to provide recommend the right plans and products for their customers.
  • Consistently worked to meet and/or exceed sales goals.
Education
  • Pittsford Sutherland High School, Regents Diploma- Rochester, NY, United States 

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Resume Overview

School Attended

    Job Titles Held:

    • Credit Solutions Advisor I
    • Advanced Care Team Manager
    • Contact Center Supervisor
    • Supervisor
    • Customer Service Representative
    • Store Manager

    Degrees

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