Customer Service Supervisor Resume Example

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Jessica Claire
, , 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - -
Professional Summary

Dependable and resilient professional with 15+ years’ experience in a variety of analyst and compliance roles. Dedicated to building and fostering relationships with employees and customers alike, forming enduring and mutually beneficial partnerships. Strong acumen for directing and advancing difficult conversations to ensure adherence to policies and procedures. Adept in resolving escalations and addressing customer concerns. Highly skilled in identifying workflow opportunities and streamlining processes.

  • Guest services
  • Inventory control procedures
  • Merchandising expertise
  • Loss prevention
  • Cash register operations
  • Product promotions
Work History
09/2020 to Current
Customer Service Supervisor Portland General Electric Beaverton, OR,

Supervised and directed 10 Customer services representatives, demonstrating and upholding patient confidentiality, call center standards, and organizational policies and procedures. Coached and developing customer service representatives within an the customer service department on a day to day basis to ensure communication for customer-oriented matters are handled in a efficient and effective manner. Provide one on one, ongoing coaching and guidance to customer service representatives to ensure continuity and quality of service. Provide direct guidance and customer service on escalated sensitive or complex issues. Assist with ongoing training for the customer service representatives to improve customer contact quality, processing accuracy and work efficiency. Monitor and evaluate customer service representatives performance levels to meet projects and customer service objectives. Participates and provide input in the interview, selection and hiring process. Prepare documentation for other personnel related activities.

11/2015 to 05/2020
Business Analyst Team Manager Atos Denver, CO,
  • Supervised and directed 60 Business Analysts and Team Leads, demonstrating and upholding patient confidentiality, call center standards, and organizational policies and procedures.
  • Analyzed data to support strategic planning for CEDAR 1095-A project.
  • Developed and implemented standards and goals for center operations start-up, quality, and training processes.
  • Facilitated workflows and partnerships between Consumer Outreach, Site Management Operations, Human Resources, Quality Assurance, Training, and Payroll to ensure call center objectives were met.
  • Analyzed business processes and database to recommend solutions.
  • Optimized productivity to cultivate customer satisfaction, utilizing training courses and staff education.
  • Resolved escalated customer disputes to remedy and foster customer relations.
  • Served as subject matter expert (SME) for case resolution.
  • Tracked, analyzed, and interpreted data in SharePoint and CRM, generating pivot tables and charts.
  • Monitored team performance to pinpoint gaps in quality scores and case completion.
  • Tracked service level agreements (SLAs) to meet contract, client, and customer satisfaction expectations.
  • Trained and coached team on performance, quality, and call center goals.
  • Developed and reported weekly business reviews to executive leadership.
  • Orchestrated and conducted daily touchpoints and monthly performance reviews with Team Leads and Analysts.
  • Built and retained team of highly qualified analysts.
  • Performed monthly audits to ensure minimum qualifications were met.
  • Utilized project management tools and methodologies on projects related to the Affordable Care Act (ACA).
05/2011 to 05/2015
HIM Supervisor Advocate Lutheran General Hospital City, STATE,
  • Directed daily activities in Health Information Department comprised of 18 employees, ensuring patient confidentiality, HIPAA requirements, department standards, and organizational policies and procedures.
  • Digitized medical charts to facilitate simultaneous hospital-wide accessibility by providers and billing and coding for services rendered.
  • Created and defined annual goals, objectives, and budgets, providing recommendations to optimize workflows and reduce expense.
  • Orchestrated and managed operational activities including chart tracking and reconciliation, and document preparation, scanning, indexing, and quality control.
  • Developed and standardized metrics to improve performance.
  • Monitored and investigated quality assurance report outcomes to continually improve performance and sustain high standards of care.
  • Established imaging process best practices and chart processing and organizing protocols to meet imaging turnaround expectations.
  • Formulated improved work methodology to effectively communicate changes in policies and procedures, imaging status, and organizational goals.
  • Produced weekly reports for executive leadership.
  • Coordinated and facilitated monthly department meetings, liaising between management, clinical staff, and IT.
  • Retained high quality staff and trained new staff, minimizing turnover by utilizing selective recruitment, effective orientation, training, and employee evaluations.
  • Cultivated strong and enduring relationships with government regulators, residents, families, healthcare providers, and community.
06/2002 to 05/2011
Document Imaging Supervisor Cardone Record Services City, STATE,
  • Scheduled medical record imaging assignments and supervised 12 (employee type) accountable for high-quality images for clients.
  • Provided imaging support during staff shortages or backlogs.
  • Teamed with operations staff to define and achieve key deliverables and revenue goals.
  • Documented scan volume including scans per hour and day, calculating total scans to determine compensation.
  • Revised policies and procedures to ensure compliancy with local, state, and federal regulations.
  • Identified and designed continuing education opportunities for employees.
  • Designed and initiated new performance appraisal process.
  • Conducted probationary and annual performance evaluations for document imaging staff.
  • Monitored staffing patterns and adjusted staffing levels to meet demand.
Expected in 2014
Bachelor of Arts: Business Administration, Leadership
Lewis University - Romeoville, IL

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Resume Overview

School Attended
  • Lewis University
Job Titles Held:
  • Customer Service Supervisor
  • Business Analyst Team Manager
  • HIM Supervisor
  • Document Imaging Supervisor
  • Bachelor of Arts