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Customer Service Supervisor Resume Example

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CUSTOMER SERVICE SUPERVISOR
Skills
  • Account management
  • Training programs
  • Research ability
  • Expertise in sales
Education and Training
06/2008
High School Diploma
Meadowdale High SchoolDayton, OH
Summary

Tech-savvy Customer Service Supervisor with wholesale management experience. Conducts business transactions with accuracy, speed and efficiency. Flexible and adaptable to change and recognized for taking on increased levels of responsibility. Adept at shouldering initiative and prioritizing tasks while operating in fast-paced environment. Works cooperatively with co-workers and sets example with strong work ethic.

Diplomatic Customer Service Rep with 10+ year background providing exemplary customer service in any type of environments. Excel and promoting effective coordination and communication within teams to meet and exceed objectives. Recognized for strong leadership and communication skills.

Experience
Customer Service SupervisorVictoria Secret Call Center | Kettering, OH10/2019 - Current
  • Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
  • Monitored daily activities of customer service team, providing guidance and encouragement to optimize productivity.
  • Managed daily operations and processes, including reservations, budgeting and forecasting.
  • Organized effective shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
  • Generated reports on KPIs to track and improve key metrics.
  • Monitored financial bookkeeping for accuracy and compliance, resolving identified discrepancies.
  • Coached staff on strategies to enhance performance and improve customer relations.
  • Revised department schedules to maximize coverage during peak hours.
  • Oversaw and assessed customer service staff activities, providing personnel with regular performance-related feedback.
  • Provided customer service and issue resolution to increase QA satisfaction levels.
  • Oversaw addressing of customer requests for friendly, knowledgeable service and support.
  • Assessed team member performances, delivering one-on-one coaching to promote better service.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
  • Drove customer escalations to resolution by engaging directly with clients.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Reduced process lags and effectively trained team members on best practices and protocol.
  • Reviewed customer interactions and activity reports to identify and address concerns.
  • Evaluated and authenticated returns, exchanges and voids.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
Customer Service ManagerInfoCision | Dayton, OH09/2014 - 10/2019
  • Organized and managed sales center hiring, training and employee scheduling to maximize productivity.
  • Automated contact management system to maintain efficient client organization.
  • Evaluated call center statistics to identify areas in need of improvement and devised proactive strategies to realign results with targets.
  • Drove quality customer experiences by leading retention strategy development and conflict resolution to improve overall support delivery.
  • Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.
  • Developed new sales scripts and strategies to expand profit opportunities.
  • Supported organizational change in processes from paper billing to electronic invoicing systems to boost efficiency.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Helped customers work within established systems to achieve desired results and maintain company loyalty.
  • Interviewed, hired and trained new quality-focused customer service representatives.
  • Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.
  • Supervised and coached sales managers and sales representatives while developing training strategies to boost profitability.
  • Oversaw addressing of customer requests for friendly, knowledgeable service and support.
  • Created order management system for sales and customer service personnel to improve client experience and sales efficiencies.
Customer Service RepresentativeAAA | Piqua, OH02/2010 - 09/2014
  • Created and implemented process improvements to reduce workloads and bolster callback efficiency.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Interviewed customers regarding several issues and reported feedback to management team.
  • Answered 100+ inbound calls per day and directed to designated individuals or departments.
  • Established and maintained positive relations with all drivers, creating work environment to embrace, promote and lead continuous improvement efforts.
  • Analyzed and reported on GPS tracking reports in effort to create efficiencies regarding conserving fuel, reducing idle time.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Reviewed account and service histories to identify trends and issues.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Set up and activated customer accounts to maintain QA satisfaction levels.
  • Delivered service and support to each customer, paving way for future business opportunities.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Consulted with customers to determine best methods to resolve service and billing issues.
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Resume Overview

Companies Worked For:

  • Victoria Secret Call Center
  • InfoCision
  • AAA

School Attended

  • Meadowdale High School

Job Titles Held:

  • Customer Service Supervisor
  • Customer Service Manager
  • Customer Service Representative

Degrees

  • High School Diploma

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