Customer Care Supervisor resume example with 6+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Professional Summary
Qualified supervisor with four years of experience in fast-paced customer service and call center environments supporting technology and delivery company needs seeking virtual call center supervisor roll. Personable and professional under pressure.
Skills
Issue resolution
Business analysis
Priority management
Leadership
Training and development
Microsoft and Apple software experience
Staff Management
Work History
02/2020 to Current
Customer Care SupervisorBerry Plastics – Goshen, IN,
Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction
Increased efficiency and team productivity by promoting adherence to operational best practices and company policies
Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
Increased efficiency and performance by monitoring team member productivity and providing feedback
Cross-trained and provided back up for customer service managers
Maintained up-to-date knowledge of product and service changes
12/2019 to 02/2020
Senior AdvisorAmyx, Iinc. – Oklahoma City, OK,
Investigated and resolved accounting, service and delivery concerns.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Investigated and resolved customer inquiries and complaints quickly.
Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Cross-trained and provided back up for customer service managers.
Recorded actions taken, issues resolved and billing and account related information to effectively manage customer accounts.
Managed timely and effective replacement of damaged or missing products.
Trained staff on operating procedures and company services.
Recommended product repair options to customers, thoroughly explaining details.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Handled over 50 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
Assisted 250 customers weekly in average 12 minutes per interaction by answering questions, responding to inquiries and handling telephone requests.
Met all customer call guidelines including service levels, handle time and productivity.
09/2019 to 02/2020
New Hire TrainerHilton Grand Vacations – Kitty Hawk, NC,
Reviewed and edited all training materials for accuracy and company policy compliance
Assessed skill gaps for employees in the billing and technical support departments and developed training courses to meet identified needs
Developed surveys to identify training needs based on projected production processes and changes
Alternated training methods to diversify instruction, strengthen learning opportunities and enhance program success
Implemented new learning strategies depending upon employees' skill levels
Trained new hires to perform cross-training exercises with experienced workers
07/2014 to 03/2019
Assistant ManagerDomino's – Kensington, MD,
Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
Trained team members in successful strategies to meet operational and sales targets.
Submitted reports to senior management to aid in business decision-making and planning.
Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
Established and optimized schedules to keep coverage and service in line with forecasted demands.
Coached team on effective upselling and cross-selling methods.
Monitored employee performance and developed improvement plans.
Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
Managed inventory control processes to restore back stock, control costs and maintain sales floor levels to meet customer needs.
Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
Created organization systems for inventory control, merchandising, financial reports and schedules, dramatically increasing operational efficiency.
Handled customer service by dealing with complaints, organizing stock and answering customer questions.
Helped with planning schedules and delegating assignments to meet coverage and service demands.
Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance.
Supervised team of 8 employees and provided feedback on performance.
Education
Expected in 06/2013
High School Diploma: Hirschi High School - Wichita Falls, Texas, GPA:
Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.