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Covid-19 Call Center Supervisor Resume Example

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COVID-19 CALL CENTER SUPERVISOR
Professional Summary

Proactive Call Center Supervisor bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.

Skills
  • Exceptional verbal, written, and presentation skills
  • KPI Accountability
  • Positive Reinforcement
  • Private and Secure Workspace
  • Time management
  • Multitasking
  • Microsoft Office
  • Conflict Resolution
  • Financial Services
  • Customer service
  • Payment processing
  • Contact Center
  • Quality assurance
  • Technical support
  • Zendesk
  • Salesforce
  • GSuite
  • Information Tracking
  • Team Leadership
  • Schedule Coordination
  • Employee Coaching
  • Patient Care
Work History
Covid-19 Call Center Supervisor, 08/2020 to Current
Company Name – City, State
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
  • Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
  • Increased customer satisfaction through managing and scheduling agents to handle all customer projects quickly and efficiently.
  • Directed call center traffic, paying attention to phone queues, and directing agents on their calls, chats, emails.
  • Provided weekly coaching sessions to team members on performance issues and customer reviews.
  • Met with team weekly on upcoming changes, current changes, and team attendance.
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.
  • Created team rotations to man center effectively during peak hours.
  • Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
  • Maintained knowledge of all programs/projects the inbound/outbound unit supports.
  • Monitored and assessed staff performance and administered feedback daily, monthly and yearly.
  • Reviewed leave requests and timesheets for approval/denial.
  • Reviewed and administered quality and compliance checks daily.
Call Center Quality Analyst, 01/2017 to Current
Company Name – City, State
  • Provided regular updates to team leadership on quality metrics, communicating consistency problems or production deficiencies with quality and production leadership.
  • Developed monthly, end-of-quarter and other statistical reports, including analysis for leadership team and for quality improvement program outcomes studies.
  • Applied local knowledge to evaluate advisor's customer interactions.
  • Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
  • Collected and analyzed activity data and initiated, developed and recommended improvements to systems, processes and procedures to increase productivity.
Senior Mobile App Developer, 01/2017 to Current
Company Name – City, State
  • Created, coded, and published Kinder Dictionary/Kinder Chat/Kinder Chat Parent.
  • Modified existing iOS & Android software to correct coding errors, upgrade interfaces, and improve overall performance.
Chat Team Lead-Contract, 05/2020 to 06/2020
Company Name – City, State
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Assessed call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results.
  • Followed through with client requests to resolve problems.
  • Sustained continuous improvement by implementing customer interface management systems through telephone communication, email marketing, live chat services and social media.
  • Completed special projects by using effective decision making, critical thinking and time management skills.
  • Increased customer retention by developing and offering unique discount options while driving interest in new product lines.
Client Services Supervisor, 01/2000 to 12/2019
Company Name – City, State
  • Developed reports by compiling summaries for earnings, taxes, deductions, nontaxable wages, disability and leave.
  • Directed meetings weekly between payroll, accounting and HR managers to identify and alleviate ongoing HR related issues.
  • Updated employee files with new details such as changes in address or salary levels.
  • Approved Timesheets for employees to show earned hours.
  • Maintained employee privacy and protected payroll operations by keeping all information confidential.
  • Provided support and identify training needs and development opportunities, through weekly coaching sessions with direct reports.
  • Interviewed and recommended hiring and promotion of contact center staff, through partnering with Human Resources.
  • Participated in meetings and recommend changes to policies and procedures.
  • Connected with clients through consultative sales strategies to understand and address requirements.
  • Coordinated client meetings to offer expert, individualized service, driving sales and boosting brand loyalty.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
Education
Bachelor of Science: Business, Human Resource Management, 05/2013
University of Phoenix - City, State
  • Majored in Business/HR
Certificate: Phlebotomy, 01/2000
Navicent Health Baldwin - City
Accomplishments
  • 2020 Kapla Leadership Award Recipient
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Resume Overview

School Attended

  • University of Phoenix
  • Navicent Health Baldwin

Job Titles Held:

  • Covid-19 Call Center Supervisor
  • Call Center Quality Analyst
  • Senior Mobile App Developer
  • Chat Team Lead-Contract
  • Client Services Supervisor

Degrees

  • Bachelor of Science : Business, Human Resource Management , 05/2013
    Certificate : Phlebotomy , 01/2000

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