Customer Care Supervisor resume example with 6+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - -
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.

  • 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 Supervisor Berry 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 Advisor Amyx, 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 Trainer Hilton 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 Manager Domino'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.
Expected in 06/2013
High School Diploma:
Hirschi High School - Wichita Falls, Texas,

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Resume Overview

School Attended

  • Hirschi High School

Job Titles Held:

  • Customer Care Supervisor
  • Senior Advisor
  • New Hire Trainer
  • Assistant Manager


  • High School Diploma

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