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Professional Summary
Personable Customer Service Supervisor with background of effective leadership and excellent customer service. Facilitates effective departmental communication and coordination to drive productivity and customer satisfaction ratings. Supervisor proficient in team and operational leadership. Enthusiastic about supporting business success.
Accomplishments
Supervised team of 30 staff members.
Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Skills
Decision Making
Quality Assurance
Staff Development and Training
Microsoft Office Suite
Schedule Coordination
Handling Customer Complaints
Complex Problem Solving
Customer Service Management
Attention to Detail
Honesty and Integrity
Confidence and Drive
Documentation and Recordkeeping
Administration and Operations
Mail and Package Distribution
Work History
12/2016 to CurrentCustomer Service Specialist/Training SupervisorRock Creek Foundation | Rockville, MD,
Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
Trained new recruits, and demonstrated customer service skills
Hold daily company meetings having ability to give clear instructions quickly
Scheduling drivers and giving evaluations Inspect vehicles for safety and cleanliness
Stay current in certifications such as CPR and first aid
Dispatched drivers to locations that didn't have regular drivers
Deal with a minimum of 70 customers on eligibility of program, cancel orders, adhere to HIPPA laws, Keeping information on every device and hard copies secure
Trained in writing reports such as incident reports and disciplinary reports
Handled customer complaints resolving what I can and escalate if needed complex complaints and concerns to managers
Documentation review
Established and updated work schedules to account for changing staff levels and expected workloads.
Created, prepared and delivered reports to various departments.
Created customer support strategies to increase customer retention.
01/2017 to 10/2019Residential House ManagerCommunity Health System | Denver, NC,
Direct client care, participating in daily activities, including therapies, group sessions, safeties, and securities
Managed day-to-day operation of home to comply with regulations and agency standards.
Deal with clients who are under influence administer drug testing
Check bags and rooms daily, follow policy and procedure when dealing with clients who are violent, and irritated
New Intake and Case Management
Protected clients' monies and property by tracking spending and reconciling accounts.
Inventory checks work closely with clinical DPT to ensure plans are being followed
Daily reports logs before and after shift
Complete behavioral charts
Make sure to make reports, clear, and concise whether accidental or disciplinary
Required to pick up or drop off clients depending on where they are coming from
Know principles of 12 step programs and help clients learn how it applies to a successful recovery
Help clients stick to their recovery plan and help them identify most appropriate steps to achieve life goals
Stay current with job training, and certifications
Work with staff and other community professionals to implement and promote PRO-ACT recovery-oriented training programs and opportunities
Maintain contact by phone and/or e-mail with recovering person after they leave program to ensure their ongoing success
Trained on how to deal with emergencies and follow-up reports.
Communicated effectively with residents, staff and other stakeholders by listening, being respectful and promoting positive demeanor.
Assisted in orientation of families to visitation center and procedures for visits prior to initial visitation.
Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
11/2016 to 03/2019Patient CoordinatorInterestate Batteries | Jacksonville, FL,
Responsible for call center, scheduling, front desk activities, and patient/customer relations
Acts as lead for front desk and office functions
Serves as in-house expert for all technology used in practice
Provided billing support to ensure optimal payment for services
Able to accurately interpret and explain various health insurance plans, coverage, benefits, and patient payment responsibilities
Familiar with ICD-9 and CPT coding
Provides support, training, and back up to practice’s front-end functions (front desk, telephones, checkout, financial services, etc.)
Managed hospital admissions and patient flows while organizing patient care
Provided complete patient assessments and communicated with patients to understand medical histories
Provided complete patient assessments and communicated with patients to understand medical histories.
07/2010 to 12/2016Catalog ManagerJC Penny Catalog Center | City, STATE,
Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Rotated merchandise and displays to feature new products and promotions.
Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Directed training and retraining of employees to boost performance and enhance business results.
Established performance goals for employees and provided feedback on methods for reaching those milestones.
Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Supervised site investigations, reported issues and escalated those that required further assistance.
Education
Expected in 09/2023Bachelor of Science | Criminal JusticeStrayer University, Springfield Pa, GPA:
Additional Information
AWARDS , Promoted to supervisor in 2020 Safe Driver of the Month 2019 No call-out award 3 years in a row. 2018, 2020, 2021
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