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customer service specialist training supervisor resume example with 12+ years of experience

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Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
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 Current Customer Service Specialist/Training Supervisor Rock 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 10/2019 Residential House Manager Community 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 03/2019 Patient Coordinator Interestate 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 12/2016 Catalog Manager JC 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 09/2023 to to Bachelor of Science | Criminal Justice Strayer 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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Resume Overview

School Attended

  • Strayer University

Job Titles Held:

  • Customer Service Specialist/Training Supervisor
  • Residential House Manager
  • Patient Coordinator
  • Catalog Manager

Degrees

  • Bachelor of Science

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