Customer Service Supervisor resume example with 20 years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
Home: (555) 432-1000
Cell:
resumesample@example.com
Professional Summary
Accomplished leader and contact center professional with a track record for providing leadership and oversight to frontline employees, delivering customer support spanning a multitude of industries. Strong experience monitoring work performance, call coaching, mentoring, and employee development to ensure service delivery satisfaction. Successfully support operational demand of Contact Centers, while keeping in the forefront all budgetary objectives. Proven experience developing and nurturing a culture of support, and continuous success in service standards, quality, and teamwork.
Skills
Call Center Leadership
Remote Workforce Management
Sales
Workforce Planning
Talent Acquisition
Operations Management
Issue Resolution
Performance Analysis
Request for Proposal
Team Building/Training
Project Management
Budgeting/Forecasting
Microsoft Office Suite
Routing and Dispatch Applications
Customer Service
Work History
Customer Service Supervisor, 09/2014 to Current Public Consulting Group – Charlotte, NC,
Lead and develop team of 26 Contact Center Representatives in both physical and remote office environment.
Responsible for developing and managing high service standards, including high answer rates, low “time to answer,” low abandonment ratios, call volume, and strong member satisfaction scores.
Consistently exceed monthly customer quality goals by 95%.
Increased team's overall satisfaction score by 30% by reviewing survey feedback, engaging team to gain further insights and details, and implemented professional exposure and development opportunities.
Handled complex insurance matters and situations where guidelines may be broadly defined or technical, requiring careful assessment and interpretation of federal, state, and organizational rules, regulations, and policies.
Collaborate with others on the Leadership Teams in recruitment, selection, and onboarding efforts of Contact Center Agents.
Assist CC Manager in developing and promoting department goals in alignment with key organizational objectives; developing, implementing and administering new departmental processes and procedures.
Functioned as subject matter expert to perform core workforce functions, including budgeting, capacity planning, and forecasting, scheduling, and real-time monitoring.
Assessed and interpreted workforce data to establish projections based on statistical inference.
Expertly handled daily staffing levels, including schedule modifications.
Effectively utilized forecasted volumes to assess and create staffing models.
Consistently monitored and adjusted workforce needs based on influx of business demands, including but not limited to, chat and email inquiry.
Managed attendance call-line, adjuted schedules and data in RTA and Aspect systems, and reported attendance analytics to leadership team.
Customer Service Supervisor, 09/2009 to 09/2014 Public Consulting Group – El Cajon, CA,
Supervised a variety of activities associated with daily contact center operations, including developing and implementing policies and procedures on systems.
Developed and implemented process to enhance efficiency and effectiveness of daily operations.
Served as chairperson for the Employee Engagement team – overseeing a total of 12 members annually, which solicited employees feedback of the organizations improvements and performance.
Spearheaded and mentored Subject Matter Experts, in charge of supporting newly hired customer service representatives transitioning from training to production.
Created and implemented training transition document utilized to assess new hire trainee skills and determined the best course of action for trainees shifting from Training to Production.
Prepared and submitted detailed departmental reports and updates to senior management on a monthly basis on team’s performance, action plans, and employee’s coaching schedules.
Approved payroll, completed performance improvement plans, and monitored calls for quality assurance department.
Corporate Contact Administrator, 06/2001 to 09/2009 IRBY ELECTRIC COMPANY – City, STATE,
Partnered with Branch Managers, Accounting and Sales to address pricing and invoice and contract discrepancies.
Developed new analytics reports with IT to aid in senior management awareness and understanding contract audits.
Identified operational and contractual agreement impediments resulting in a reduction billing overrides from 300k to 50k within one first quarter of reporting implementation.
Expertly handled 10 corporate vendors, including States of Mississippi, Georgia Pacific, General Mills, and Nissan, generating annual revenue worth $25M.
Offered hands-on assistance with requests for proposals (RFPs), freight guidelines or options, and all other inquiries as the single point of contact for corporate account vendors, branch managers, and Sales Team.
Facilitated meetings with department executives to review account status, new customers, and contract guidelines, as well as draft and submit action plans.
Promptly responded to pricing, invoice, and contract discrepancies in partnership with branch managers, accounting, and sales.
Education
MS: Management, Expected in 2012 Capella University - , GPA:
BS: Business Administration, Expected in 2003 Bellhaven University - , GPA:
Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.