LiveCareer-Resume

customer care supervisor resume example with 4+ years of experience

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

Experienced customer care supervisor, demonstrating essential leadership with strong interpersonal skills. Possesses keen analytical and negotiation skills critical for cross-functional teamwork and business management.

Skills
  • Project management
  • Excellent Problem-solving abilities
  • Team-wide Training
  • Performance Evaluation
  • Data evaluation and analysis reporting
  • Report generation
  • Cross-functional collaboration
  • Quality assurance
  • HR and Hiring Support
  • Adaptive team player
  • Collaboration skills
  • Customer and Business Relationship Management
  • Content Management
  • Issue Resolution Management
Experience
10/2019 to Current
Customer Care Supervisor Emd Millipore Tualatin, OR,
  • Directed 7-9 enterprise customer support team members and leveraged data analytics to identify areas of improvement and accountability.
  • Improved productivity and quality by providing CSR performance feedback for corrective action.
  • Generated weekly, monthly, and as needed reports to recommend corrective actions and improvements.
  • Prepared monthly documentation, reports and logs to identify and manage agent metrics and support process driven activities to fill in ad-hoc, as needed.
  • Collaborated cross-functionally to improve communication and deliver individualized customer solutions.
  • Acted with minimal direction in self-directed capacities to resolve issues and implement strategies.
  • Implemented Queue Volume Management and Resolve Target Setting for Private and Public Media Channels processes.
05/2018 to 10/2019
Customer Care Quality Assurance Lead Camden National Corporation Waterville, ME,
  • Reviewed over 1200 tickets/month for quality trends to prevent or reduce defects, determined problem causes and initiated actions for correction.
  • Increased process improvement initiatives by troubleshooting problems for corrective action to boost functionality and workflow.
  • Executed effective change management by creating and implementing the QA Functional Immersion program into new operational-level system.
  • Created and offered additional materials to enhance team-wide trainings.
04/2017 to 05/2018
Customer Care Representative IPSY City, STATE,
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Reviewed account and service histories to identify trends and issues.
  • Guided and mentored others in general IPSY Care knowledge and in ecommerce expertise.
  • Trained 50+ individuals remotely as we expanded our support of this service to the Philippines.
  • Implemented return policy for 25+ brands for dropship e-commerce.
Education and Training
Expected in 05/2012
Bachelor of Arts: English
University of North Carolina At Chapel Hill - Chapel Hill, NC
GPA:
  • Major in English
  • Major in Psychology

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Resume Overview

School Attended

  • University of North Carolina At Chapel Hill

Job Titles Held:

  • Customer Care Supervisor
  • Customer Care Quality Assurance Lead
  • Customer Care Representative

Degrees

  • Bachelor of Arts

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