customer service call center supervisor resume example with 12+ years of experience
Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA94105
:
Summary
Cheerful and upbeat professional with 15 years of experience in exceeding customer service expectations. Calm and composed in stressful situations and capable of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions.
Skills
Conflict mediation
Customer relations
Call center experience
Customer Service
Senior leadership support
Employee coaching
High-energy attitude
Credit card payment processing
Education and Training
Nashua Community CollegeNashua, NHExpected in ā ā: - GPA:
Experience
Prometric - Customer Service Call Center Supervisor Longview, WA, 10/2019 - Current
Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Achieved high customer satisfaction scores by de-escalating complaints quickly.
Expressed appreciation for patronage, inviting and encouraging customer return visits.
Delivered high level of service and support to each customer, paving way for future business opportunities.
Evaluated customer account information to assess current issues and determine potential solutions.
Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
Total Wine - Retail Assistant Manager Fairfax, VA, 04/2013 - 06/2019
Assessed team proficiencies, identifying and targeting areas for improvement.
Positively impacted product relevance through careful distribution, merchandising and display techniques.
Conducted department walkthroughs to assess and remedy factors such as cleanliness, inadequate stock levels and poor merchandising.
Enhanced sales by implementing merchandising and promotional improvements.
Responded to customer inquiries and delivered appropriate information after carefully researching issues.
Worked one-on-one with employees to motivate while delivering constructive criticism in busy, retail environment.
Streamlined operations and improved employee focus and productivity by prioritizing tasks prior to start of each shift.
Connected with customers daily to understand needs, provide assistance and collect feedback to optimize operations.
Cultivated store brand and accomplished strategic business initiatives through close collaboration with district manager.
Taught junior employees how to meet operational and sales goals with proactive strategies.
Rectified discrepancies between accounting records and cash drawer by researching daily transactions to pinpoint issues.
Established, enforced and optimized departmental procedures and goals to optimize team performance and productivity.
Mentored employees and instructed on management of complicated sales, complex issues and difficult customers.
Delegated tasks to specific employees based on individual knowledge and strengths.
Conducted job interviews, led employee performance evaluations with constructive feedback and rewarded top sales performers to attract and retain top-quality personnel.
Planned and updated work schedules for optimal coverage of expected business needs.
Continuously audited store operations, slashing inventory shrinkage and reducing cash discrepancies.
Organized and updated schedules to optimize coverage for expected customer demands.
Monitored department for signs of theft by customers or employees and implemented corrective actions to prevent recurrence.
Delivered empathy and persuasive negotiation talents to promote memorable customer experience.
Taught staff how to handle difficult situations with calm and professionalism.
Reviewed sales reports to enhance sales performance and improve inventory management accuracy.
Skechers - Retail Store Manager Oklahoma City, OK, 10/2010 - 12/2012
Organized and updated schedules to optimize coverage for expected customer demands.
Improved profitability by executing daily, weekly, and monthly floor plan changes.
Created engaging merchandise presentations to motivate impulse purchases.
Enhanced sales by implementing merchandising and promotional improvements.
Developed team members into supervisors and department managers to promote family-based and performance-oriented culture.
Planned and executed in-store promotional events to increase customer engagement and sales revenues.
Taught junior employees how to meet operational and sales goals with proactive strategies.
Connected with customers daily to understand needs, provide assistance and collect feedback to optimize operations.
Oversaw daily functions, including inventory management, display merchandising and purchasing operations.
Instructed staff on procedures for handling difficult transactions.
Organized new stock for floor placement.
Displayed merchandise for upcoming sales in visually appealing way.
Prevented store losses using awareness and attention to detail to detect gaps for corrective action.
Directed and supervised staff performance.
Mentored employees and instructed on management of complicated sales, complex issues and difficult customers.
Ensured register count and bank deposits contained proper amounts of currency.
Recognized for exceptional shift performance.
Verified merchandise pricing to achieve revenue and profitability goals, reduce shrink and forecast sales.
Interviewed and hired team members which demonstrated dedication and added value to team.
Supported long-term business strategies, generating guest relations feedback for process improvements.
Managed special store projects to improve store-wide processes and operations.
Established membership loyalty implementing rewards program to drive client retention.
Conducted job interviews, led employee performance evaluations with constructive feedback and rewarded top sales performers to attract and retain top-quality personnel.
Evaluated employee performance.
Wrote and submitted reports.
Oversaw disciplinary actions.
Used Point of Sale register system to complete transactions.
Prepared and submitted nightly bank deposits.
Monitored security issues and kept shrinkage low.
Reviewed sales reports to enhance sales performance and improve inventory management accuracy.
Created weekly schedules for employees.
Assisted in store opening by setting up office space, computers and cash registers.
Positively impacted product relevance through careful distribution, merchandising and display techniques.
Grew revenue by improving sales and service strategies.
Counted and balanced registers.
Total Wine - Retail Assistant Manager Folsom, CA, 02/2008 - 10/2010
Positively impacted product relevance through careful distribution, merchandising and display techniques.
Conducted department walkthroughs to assess and remedy factors such as cleanliness, inadequate stock levels and poor merchandising.
Enhanced sales by implementing merchandising and promotional improvements.
Responded to customer inquiries and delivered appropriate information after carefully researching issues.
Worked one-on-one with employees to motivate while delivering constructive criticism in busy, retail environment.
Maintained detailed and accurate accounting records by overseeing documentation of sales, purchases and requisitions.
Streamlined operations and improved employee focus and productivity by prioritizing tasks prior to start of each shift.
Connected with customers daily to understand needs, provide assistance and collect feedback to optimize operations.
Supervised successful, well-supplied and highly organized establishment thanks to consistent oversight and regular cleanliness inspections.
Collaborated with internal personnel and clientele to improve store operations and address concerns quickly.
Devised, implemented and managed promotions to enhance store profits and drive customer engagement.
Reviewed inventory and sales records, tracked trends and reported on activities to senior management for use in key decision making.
Cultivated store brand and accomplished strategic business initiatives through close collaboration with district manager.
Taught junior employees how to meet operational and sales goals with proactive strategies.
Oversaw entire stock management process, including receiving incoming merchandise, shelf replenishment and shrinkage control.
Rectified discrepancies between accounting records and cash drawer by researching daily transactions to pinpoint issues.
Established, enforced and optimized departmental procedures and goals to optimize team performance and productivity.
Mentored employees and instructed on management of complicated sales, complex issues and difficult customers.
Delegated tasks to specific employees based on individual knowledge and strengths.
Collaborated with all company departments to ensure cohesive branding and strategic product placement.
Conducted job interviews, led employee performance evaluations with constructive feedback and rewarded top sales performers to attract and retain top-quality personnel.
Planned and updated work schedules for optimal coverage of expected business needs.
Continuously audited store operations, slashing inventory shrinkage and reducing cash discrepancies.
Organized and updated schedules to optimize coverage for expected customer demands.
Monitored department for signs of theft by customers or employees and implemented corrective actions to prevent recurrence.
Delivered empathy and persuasive negotiation talents to promote memorable customer experience.
Taught staff how to handle difficult situations with calm and professionalism.
Ordered merchandise with accuracy by verifying back stock and maintaining inventories.
Reviewed sales reports to enhance sales performance and improve inventory management accuracy.
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