LiveCareer-Resume

customer service supervisor resume example with 11+ years of experience

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

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Skills
  • Team Management
  • Training and mentoring
  • Inter-department collaboration
  • Customer Relations
  • Team Building
  • Continuous Improvement
  • Call Center Operations
  • Employee Scheduling
  • Call Monitoring
  • Remote Work Coordination
Education
Firestone High School Akron, OH Expected in 06/2001 Diploma : General Studies - GPA :
Work History
State Of Massachusetts - Customer Service Manager
, , 11/2022 - Current
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Followed through with client requests to resolve problems.
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
  • Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
  • Collaborated with Director of Customer Relations to improve customer service processes and support structures company-wide.
Amazon.Com, Inc. - Customer Service Supervisor
, , 08/2015 - Current
  • Resolve account issues to build rapport and relationships with clients.
  • Establish and update work schedules to account for changing staff levels and expected workloads.
  • Lead process improvements and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Exceed team goals and collaborate with staff members to implement customer service initiatives.
  • Coach team members to deliver hospitable, professional service while adhering to set service models.
  • Actively support service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
  • Conduct training and mentor team members to promote productivity, accuracy and commitment to friendly service.
  • Coach employees through day-to-day work and complex problems.
  • Assess personnel performance and implemented incentives and team-building events to boost morale.
  • Kept abreast of new company products and services to effectively answer questions and resolve complaints.
  • Monitor metrics and develop actionable insights to improve efficiency and performance.
  • Compile and analyze customer feedback data to develop new strategies and corrective action.
  • Supervise 15-25 administrative team members and provide constructive feedback, resulting in higher morale and increased employee retention
  • Hire, manage, develop and train staff, establish and monitor goals, conduct performance reviews and administer salaries for staff
Shipmonk - Account Rep II
, , 10/2012 - 08/2015
  • Analyzed accounts for delinquencies and other ongoing issues.
  • Worked with customer to create debt repayment plan based on current financial condition.
  • Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns or challenges.
  • Contacted customers to assess satisfaction and current needs.
  • Processed debtor payments and updated accounts to reflect new balance.
  • Oversaw account services for key regional clients.
  • Contacted customers to assess satisfaction and current needs
Company Name - Senior Customer Service Representative
, , 08/2010 - 10/2012
  • Collaborated with production and shipping teams to determine likely timetables and organize efficient deliveries.
  • Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
  • Informed customers of product, price and policy changes to educate on issues and resolve concerns.
  • Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
  • Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
  • Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
  • Escalated issues to proper supervisors when standard processes were not effective.
  • Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
  • Checked status of orders and back-ordered products to coordinate efficient shipments.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Trained and directed new employees in call script use, conflict resolution and data entry practices to boost customer satisfaction ratings.
  • Followed up with customers regularly via phone and email to obtain payments and schedule services.
  • Leveraged consistent, successful strategies to meet and exceed performance goals.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Took cash and credit card payments via phone, in person and through email.
  • Processed, scheduled and executed customer orders for new and established customers
  • Collaborated with production and shipping teams to determine likely timetables and organize efficient deliveries

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Resume Overview

School Attended

  • Firestone High School

Job Titles Held:

  • Customer Service Manager
  • Customer Service Supervisor
  • Account Rep II
  • Senior Customer Service Representative

Degrees

  • Diploma

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