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Customer Service Supervisor Resume Example

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Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Summary

I have been with Ashley Furniture for 30 years and feel very lucky to have had the opportunity to work for such an amazing company that has allowed me to learn, grow and advance.

I began my career on the main switchboard and worked hard to learn all that I could to excel and continue my journey with Ashley.

Becoming a Supervisor and leading people has been the highlight of my career. Motivating, teaching and mentoring employees and watching them grow and advance is the greatest accomplishment I have.

I have been a Customer Service Supervisor for 17 years. I have groomed and mentored several employees that have become next level Leads and Supervisors. I believe I am ready and very motivated to take this next step and take on the responsibilities of Customer Service Manager.

I think of the qualities that have brought me to a leadership role: my vision, confidence, experience, unique skills, expertise... I am now reminded that other leaders share some or all of these qualities with me. These are the leaders I know I could be called upon to now lead. I will need to show direction and negotiate a vision for the organization that other leaders will continue to buy into. I will need to find ways to resolve conflicts over turf and power among other leaders so the organization can continue to grow and move forward. Continue to educate leaders; find ways to motivate people who may think they are already educated. I will need to create and gain trust and keep other leaders’ trust, which is most important and what our own leadership depends on. I am willing, capable and ready for this next chapter and ready for the challenge and the opportunity to grow and mentor our leadership team. Thank you for your consideration in this management role.

Skills
  • Promote and drive Continuous Improvement
  • Ability to multi task and stay calm in stressful situations
  • Effective leadership skills that motivate employees to succeed
  • Problem solving and critical thinking
  • Team building and collaboration within Customer Service as well as other departments
  • Hold strong communication and listening skills
  • Ability to improve current processes assist in developing and managing KPI's
  • Considerable knowledge of the company’s products, services and business operations to enable resolution of customer inquiries
  • Coach, mentor and teach team members allow them to learn and grow
  • Think outside of the box
  • Demonstrate the Company’s Core and Growth Values within all job functions
  • Manage and oversee performances, assist in making improvements
  • Growth mindset, allow, drive and lead changes
  • Ability to make employment decisions and/or recommendations on hiring,
  • Display leadership traits to promote a positive and professional environment
  • Promote and train for Customer Centricity. Seek ways to continue to Wow our customers to ensure returning customers
  • Commitment and willingness to continue my self growth. This will not only assist me in my leadership pathway but will be valuable to my employees as I mentor and teach.
Experience
Qurate Retail Group Inc. - Customer Service Supervisor
Toledo, OH, 06/2003 - Current
  • Addressed and mitigated escalated situations to meet organizational objectives and drive customer satisfaction.
  • Developed and mentored team members to provide professional service while adhering to the processes that were in place.
  • Lead, teach and coach team members to allow them to learn and grow. Several of my direct reports have advanced into Lead and Supervisor roles over the years and I am very proud of each and everyone of them. My impact on those that advance and succeed is truly my greatest accomplishment.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Managed daily tasks, operations and processes, including but not limited to; time and attendance, manage order base (SAS), monitor AD orders, prioritization alignment...
  • Cross-trained staff members, to ensure our accounts are well taken care when staff members are out of the office.
  • Oversaw and assessed customer service staff activities, providing personnel with regular performance-related feedback. Performing quarterly and yearly reviews.
  • Delivered continuous training to team members to maximize performance and customer relations skills.
  • Planned and held team meetings on a weekly basis and coordinated availability of conference rooms.
  • Coached staff on strategies to enhance performance and improve customer relations.
  • Assessed team member performances, delivering one-on-one coaching to promote better service.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Scheduled and held calls with accounts as needed to meet customer needs and resolve key concerns.
  • Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
  • Optimized personnel coverage, preparing work schedules based on staff availability and Customer demands.
  • Was back up for several years to previous VP of customer service. In her absence I assisted with tasks, issues, resolving escalated concerns, ran staff meetings, assisted supervisors on our team whenever needed.
  • Launched Mass Merchant Team in 2017: identified the accounts that were to be under this team *held interviews for those employees that had interest to be part of this team *held training sessions with the CSR's that currently managed these accounts with the new team members *held sessions with the team to get their input on assigning the accounts * did time studies with each employee for each account to make sure i wasn't overloading anyone (even out the workload) * relationship building and collaboration was key, I needed this team’s help to succeed and the right way to start out was by making every member of this team a valuable part of the process.
Wayfair Llc - Product Flow Manager
Bryan, TX, 08/1998 - 06/2004
  • Monitored internal product flow.
  • Monitored AD's especially RAC, worked closely with product planners
  • Allowed me to learn more about ATP and the nightly process
  • Applied and monitored priority
  • Coordinated and lead training classes regarding ATP 0619 for new marketing specialists
  • Trained new employees on ATP
  • Assisted Customer Service, Marketing Specialists and accounts with escalated product needs
Xylem Inc. - Customer Service Representative
Kansas City, MO, 11/1993 - 08/1998
  • Answered many inbound customer calls throughout each day.
  • Returned phone calls, ensure all returned by end of each day.
  • Answered customer questions and addressed concerns via phone, email.
  • Delivered service and support to each customer, paving way for future business opportunities.
  • Fielded customer complaints, fast-tracking them for problem resolution.
  • Entered orders came in via phone, fax, email
  • Maintenance orders; add items, remove items, delete items.
  • Cancel orders upon request from MS or Customer
  • Managed order base
  • Printed orders throughout each day, walked the BOL's over to our transportations department to be routed and delivered.
  • Attended several furniture markets
  • Went on several customer visits
  • Offered to be Group Lead which was truly my starting point in leading people.
Ashley Furniture Industries, Inc - Front Desk Switchboard
City, STATE, 08/1991 - 11/1993
  • Supported all departments as gatekeeper collecting messages and fielding common questions, routed calls to correct destination.
  • Answered very high volume of telephone calls to offer operational information and assist if possible.
  • Handled incoming calls with friendly and cheerful attitude.
  • Communicated general company information to inquiring customers in pleasant manner to project positive company image.
  • Worked successfully with diverse group of coworkers and different departments to ensure calls were routed to correct person.
Education and Training
Arcadia High School Arcadia, WI, Expected in 05/1982 High School Diploma : - GPA :
Minnesota State College-Southeast Technical Winona, MN, Expected in : Computers - GPA :
Accomplishments

*ALI First Level Leadership

*ALI Mid Level Leadership

*ALI Senior Level Leadership

*Continuous Improvement

*Franklin Covey

*Achieve Global

*5 Whys

*Assortment of Seminars and Webinars

*Ashley Domination Whitehall, WI

*Ashley Domination Tampa, FL

*Assortment of courses and programs offered by Ashley

*Assortment of books we have been given to assist in leadership and servicing our customers to the best of our ability

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Resume Overview

School Attended
  • Arcadia High School
  • Minnesota State College-Southeast Technical
Job Titles Held:
  • Customer Service Supervisor
  • Product Flow Manager
  • Customer Service Representative
  • Front Desk Switchboard
Degrees
  • High School Diploma
  • Some College (No Degree)

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