Personable and dedicated Customer Service Supervisor with over 11 years of experience in related field. Solid team player with upbeat, positive attitude. Strategic leader with exceptional mentorship skills. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, offering expertise in time management and support. Dedicated to 100% customer loyalty and satisfaction. Skilled in both individual and team roles paired with expertise in training and mentoring new staff on company objectives.
Skills
Customer support and assistance
Effective customer communication
Work ethic
Training & Development
Reliable and trustworthy
Supervision
Microsoft Office
Fluent in Spanish
Friendly, positive attitude
Collaboration
Analytical
Research and facts collecting
Community outreach
Experience
12/2014 to Current
Customer Service Representative/ Customer Service Training & Coaching Specialist/ Team Lead/ Customer Service SupervisorCoxhealth – Joplin, MO,
Investigate records, reports, or other documents to establish facts or detect discrepancies.
Demonstrate excellent service to internal and external customers by answering questions and solving problems.
Conduct Interviews.
Collect, identify, evaluate team performance.
Manage large group of representatives.
Cooperative, professional and effective interaction skills with co-workers, company staff and visitors.
Develop digital and print educational material (e.g.
Videos and manuals).
Conduct role-playing activities to develop interpersonal skills (e.g.
Teamwork and conflict management).
Identify individual and team skills gaps.
Schedule regular training sessions (e.g.
Monthly or quarterly).
Ensure new hires take on training courses, including communication and troubleshooting skills.
Liaise with managers and encourage on-the-job coaching (e.g.
How to handle difficult client cases).
Coordinate mentorship programs for new customer service representatives.
Assess the impact of each educational course on staff performance and client satisfaction.
Maintain updated records of training curricula and material.
Provide strong customer relations by assisting employees and answering questions as appropriate.
Provide excellent customer service by answering incoming phone calls from customers and providing requested information and resolution to the question.
Proven professional telephone and written communication skills.
Ability to efficiently operate computer and knowledge of Microsoft applications.
Strong organization and attention to detail skills.
Ability to work independently and with a team.
Ability to learn quickly and adapt to a fast pace production environment.
12/2011 to 12/2013
Case ManagerLife Time Fitness – Romeoville, IL,
Provided Housing Opportunities for Persons with HIV/AIDS.
Excellent verbal, written, communication and telephone skills.
Deliver world class Customer Service and build Customer satisfaction and loyalty.
Provide effective and timely resolution of a range of Customer Inquiries.
Make appointments, assist with personal information, make important phone notes, transfer calls to designated sites.
Always Assist with various needed decisions as a result and work closely with other agencies and departments.
Able to maximize positive outcomes through effective conflict resolution techniques.
Strike a positive and cooperative tone with both Customers and coworkers.
Great problem solving/ decision making skills and time management skills.
Conducted mandatory weekly or biweekly home visits for case load of 25-30 residence.
07/2010 to 03/2012
SupervisorFrullati Cafe – City, STATE,
Conducted background check of individuals.
Observed and document activities of individuals to detect unlawful acts.
Train new hires on a weekly basis.
Manage scheduling of staff.
Work with staff and management to provide excellence in customer service.
Ensure proper employee training.
Resolve issue related to both staff and customers.
Provide assistance in the event of an employee being absent.
Manage all paperwork and cash duties.
Education and Training
Expected in 12/2013
High School Diploma: Christian Academy - Miami FL, GPA:
Accomplishments
Customer Service - Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
Computed Data Reports - Provided required weekly, monthly and quarterly reports listing my teams productivity
Database Maintenance - Assisted in the managing of the company database and verified, edited and modified members' information.
Quality Communication - Interacted with 100+ callers on a daily basis while ensuring to provide a one call resolution and exceptional Customer Service.
Customer Assistance - Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
Created highly effective trainings on new systems that significantly impacted efficiency and improved operations and also trained other departments within our Company.
Promoted continuously within our Company due to dedication and proven professionalism and dedication.
Led team to achieve monthly expectations, earning recognition from upper management.
Consistently maintained high customer satisfaction ratings.
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School Attended
Christian Academy
Job Titles Held:
Customer Service Representative/ Customer Service Training & Coaching Specialist/ Team Lead/ Customer Service Supervisor
