LiveCareer-Resume

customer service supervisor resume example with 7+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
Summary
I am a driven, flexible and innovation professional with a passion for customer experience looking to utilize my unique set of skills.
Highlights
  • Decisive
  • Proactive
  • Organized
  • Enthusiastic
  • Meticulous
  • Flexible
Experience
Customer Service Supervisor, 11/2015 - Current
Royal Vopak Los Angeles, CA,
  • Direct and monitor activities of assigned staff including goal-setting, performance management, coaching, training, and development plans to develop an effective team with a strong customer focus
  • Determine scheduling and staffing needs to maintain service levels objectives
  • Share information with staff, review team progress, and establish relationships with other teams to improve the knowledge base, reduce time on escalated inquiries, etc.
  • Analyze customer service metrics to determine problem and opportunity areas and monitoring performance against goal
  • Ensure that escalations to various departments are seamless to our customers
  • Establish documentation, implement consistent global processes, and train direct reports on all procedures
  • Identify opportunities for improvement with technology systems and procedures, and initiate appropriate action to implement process changes
  • Provide high-level support for all customer contacts by addressing their issue or query and/or routing their call to the appropriate department
Customer Service Team Leader, 09/2014 - 11/2015
Dow Jones Lagrange, GA,
  • Lead the team to ensure all customers receive superior service appropriate to their audience for Dow Jones consumer products.
  • Ensure that customers are satisfied and remain loyal to Dow Jones and that the department's mandated service levels are achieved
  • Act as primary management contact for Customer Service when the CS Supervisor is not available
  • Assist with and monitor activities of staff including recruiting, scheduling, coaching, training, retraining and performance management to develop an effective team with a strong customer focus
  • Assist with scheduling and staffing needs to maintain or exceed service levels objectives
  • Conduct telephone, e-mail, and web chat monitoring for staff and provide feedback for development purposes and to ensure accurate and timely support
  • Support sales teams, as applicableGenerate ideas that streamline processes and reduce manual work and quicken customer service operations with the goal of improving the customer experience
  • Identify trends and develop and implement plans for improvement to ensure required customer satisfaction levels
  • Develop a cohesive and informed team through contribution to regular staff meetings and team building exercises
  • Make preparations for new hires, including new hire training, job shadowing schedules, along with  introduction to Dow Jones, our products and services
Customer Service Executive, 09/2013 - 09/2014
Avnet, Inc. Orlando, FL,
  • Provide high-level telephone and e-support on Dow Jones suite of products and services by answering our global customer queries concerning billing/account administration, pricing, content, product navigation, and delivery
  • Retain Dow Jones customers and increase customer loyalty while projecting a professional, efficient and positive approach
  • Ensure all opportunities for retention and cross-selling are identified and maximized
  • Strong ability to overcome objections and enthusiastically resolve customers'' concerns while consistently providing superior levels of customer service
  • Ensure all relevant procedures are followed from beginning to resolution
  • Must meet retention goals set by the company and ensure all key performance key indicators are met
  • Actively seek out opportunities for self-improvement, keeping up with new product trainings and process knowledge
  • Make independent decisions to resolve customer issues with strong problem solving and negotiation skills
  • Work with other Dow Jones departments to ensure escalated issues are handled timely and correctly
Education
Bachelor of Arts: Music, Expected in 2013
-
Eastman School of Music - Rochester, NY
GPA:
Status - GPA: 3.6
Skills
Proficient in Microsoft Word, Excel, Google Docs & Powerpoint.
Proficient in Hootsuite, Radian6 & JIRA
 
Letters of recommendation available upon request.

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Resume Overview

School Attended

  • Eastman School of Music

Job Titles Held:

  • Customer Service Supervisor
  • Customer Service Team Leader
  • Customer Service Executive

Degrees

  • Bachelor of Arts

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