customer service representative supervisor resume example with 7+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - -

Effective supervisor with strengths in leadership and conflict-resolution excels in making customers feel heard. Quickly builds rapport with customers and makes sincere effort to understand and address concerns quickly. Collaborative approach to problem-solving results in increased customer and employee satisfaction. Boost customer service team productivity while maximizing customer satisfaction with strategic call management and process improvement strategies. Skilled leader with excellent program management, relationship-building and administrative expertise. Accomplished in training new employees and mentoring established associates to drive continuous improvement. Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented with ability to manage multiple tasks and priorities. Broad experience includes office management, accounting, accounts receivable, invoicing, dispatching, database management, vendor negotiations and contract management. Recognized for exemplary customer service and team collaboration.

  • Tech support
  • Team building
  • Retail execution
  • Production goal setting
04/2015 to 12/2021
Customer Service Representative/Supervisor Levi Strauss & Co. Daytona Beach, FL,
  • Completed payroll process, including leaves of absence, time off requests and department transfers.
  • Routed calls from multiple sites to correct personnel and assisted with complex cases.
  • Coordinated schedule to maintain appropriate staff coverage.
  • Monitored team of 100+ Customer Services Representatives to assess knowledge, tone and adherence to company policy.
  • Led department and supported team leads with process and personnel needs.
  • Created training manuals targeted at resolving simple and difficult customer issues.
  • Trained new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, customer needs analysis and overcoming objections.
  • Developed open and professional relationships with team members, enabling better, more effective customer service.
  • Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.
  • Grew sales floor employee team while expanding service delivery.
01/2015 to 10/2019
SUPERVISOR Ceco Environmental Corp. Indianapolis, IN,
  • Established and enforced clear goals to keep employees working collaboratively.
  • Promoted employee safety awareness based on understanding of regulatory mandates and organizational best practices.
  • Complied with company policies, objectives and communication goals.
  • Coordinated with internal departments to maximize operational efficiency across production and administrative areas.
  • Transformed work area by increasing production, reducing turnover, eliminating waste and enhancing quality.
  • Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
  • Resolved customer complaints and adjusted policies to meet changing needs.
  • Created training manual for all employees to use as reference guide.
  • Coached and mentored 100+ staff members through constructive feedback to develop long-term career goals.
03/2018 to 06/2019
Customer Service Representative Shakey's Pizza Pico Rivera, CA,
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Answered customer questions and addressed concerns, resulting in 100% reduction in complaint calls.
  • Delivered service and support to each customer, paving way for future business opportunities.
  • Answered 200+ inbound calls per day and directed to designated individuals or departments.
  • Escalated customer concerns, store issues and inventory requirements to supervisors.
  • Documented conversations with customers to track requests, problems and solutions.
  • Set up and activated customer accounts to maintain QA satisfaction levels.
10/2014 to 06/2019
  • Assisted with purchases, locating items and signing up for rewards programs.
  • Worked closely with front-end staff to assist customers and maintain satisfaction levels.
  • Processed all sales transactions accurately and promptly to prevent long customer wait times.
  • Increased sales 100% by suggesting specific purchases to customers.
  • Trained new employees in cashiering procedures, offering assistance in resolving all issues.
  • Observed company return policy when processing refunds, including inspecting merchandise for wear or damage.
  • Welcomed customers, offering assistance to help find necessary store items.
  • Wrapped items and bagged purchases properly to prevent merchandise breakage.
  • Operated cash register, collected payments and provided accurate change.
Education and Training
Expected in
: Medical Assisting
Houston Community College - Houston, TX

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Resume Overview

School Attended

  • Houston Community College

Job Titles Held:

  • Customer Service Representative/Supervisor
  • Customer Service Representative


  • Some College (No Degree)

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