customer service supervisor resume example with 9+ years of experience
Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA94105
:
Professional Summary
Dedicated Social Worker well-versed at liaising with clients to foster access to community resources, treatment and assistance programs. Strong background in supporting client treatment plans. Compassionate and driven with unfailing work ethic and passion for helping others.
Skills
Team leadership
Medicaid Manged Systems
People-oriented
Interpersonal Communication
Active listening skills
Training and development
MS Windows proficient
Conflict Resolution and De-escalation skills
Skilled problem solver
Data collection and management
Referrals and networking
Crisis Intervention
Skilled community-based case manager
Solution-based interventions
Education
Florida Atlantic UniversityBoca Raton, FLExpected in 2018 ā āBachelor of Science:General Studies - GPA:
Minored in Sociology
Broward CollegeFort Lauderdale, FLExpected in 2011 ā āAssociate of Science:Social Work - GPA:
Plantation High SchoolPlantation, FLExpected in 2007 ā āHigh School Diploma: - GPA:
Experience
Provides parenting education
Complete Perinatal and Infant contacts
Volunteered at Girl Scouts of Broward County mentoring program.
Mentor young girls from Middle School to High School age
Mentor at Charles Drew Family Resources Center for teen parents
Referred programs to students
Volunteered at the yearly FL AIDS Walk.
Preschool After school volunteer (kept preschool students engaged in activities after school hours)
Work History
Children's Bureau - Family Support Counselor Santa Ana, CA, 04/2019 - Current
Visited home environments to help clients develop comprehensive life, technical and job skills.
Documentation using Well-Family System
Kept and monitored consistent client database of about 80-90 clients per month.
Reported child abuse in accordance with legal standards of mandatory reporters.
Promoted community integration by providing extensive physical, emotional and social support.
Interviewed individuals and families to assess needs and provide informational resources.
Documented data and completed accurate updates to case records.
Collaborated with community program leaders and advocates to make resources accessible to those in need.
Built solid and trusting rapport with children and families, fostering trust and communication to meet case needs.
Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
Carried out day-day-day duties accurately and efficiently.
Lincare - Customer Service Supervisor Chico, CA, 04/2016 - 04/2019
Directed training of new team members and mentored each to promote productivity, accuracy and friendly service.
Completed documentation and logs each day and generated weekly reports detailing activities.
Researched complex problems and resolved issues in a timely manner.
Responded to customer requests with friendly, knowledgeable service and support.
Oversaw team of 25 customer service professional assisting customers.
Trained 20-35 new associates each quarter.
Answered customer telephone calls promptly and in an appropriate manner.
Documented all customer inquiries and comments thoroughly and quickly.
Helped drive sales goals and achieve monthly quotas.
Oversee recruitment, hiring, and training new hire staff to further company goals and sustain high customer service benchmarks.
Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
Develop, coach, implement, and update best practices to streamline operations, standardize processes, and enhance customer service
Reviewed and scored calls made utilizing company-defined quality monitoring standards
Completed deviation forms and recorded findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies.
Educated employees on specific QA standards and confirmed maintenance of standards.
Lincare - Health Care Specialist Cleveland, MS, 07/2015 - 04/2016
Provide assistance to members and/or providers regarding website registration and navigation
Reference current materials to answer escalated and complex inquiries from members and providers regarding claims, eligibility, covered benefits and authorization status matters
Educate members and/or providers on health plan initiatives Provide first call resolution working with appropriate internal/external resources, and ensure closure of all inquiries
Research and identify processing inaccuracies in claim payments and route to the appropriate team for claim adjustment
Document all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application
Work with other departments on cross functional tasks and projects
Johnson Controls, Inc. - Technical Support Representative Sanford, NC, 06/2014 - 07/2015
Appropriately documented all transactions and pertinent interactions.
Developed and tested new product offerings.
Followed up with clients to ensure optimal customer satisfaction.
Resolved customer issues in clear, courteous and straightforward manner.
Described solutions to customers accurately and persuasively.
Created cases and claims for damaged, lost or displaced packages.
Answered telephone calls promptly and minimized delays that could lead to abandoned calls.
Reviewed technical documentation and procedures.
Identified and solved technical issues with variety of diagnostic tools.
Engaged users and answered questions on website and in forums.
AT&T Inc./Telerperformance - Customer Service Specialist/ Team Leader City, STATE, 07/2012 - 06/2014
Assisted with running and summarizing operational reports and details.
Read, analyzed and interpreted complex procedures and regulations while drafting general correspondence to facilitate administrative processes.
Communicated successfully with customers and staff via phone, fax, email and in-person.
Ensured compliance with company policies and procedures while maintaining safe and effective work environment.
Followed up with vendors to get materials returned to them.
Tracked orders and shipments while assisting with other customer service needs.
Answered phone calls from customers and assisted with resolving their issues.
Managed complex transactional and emotional customer situations promptly and professionally while meeting service commitments.
Used consultative sales approach to understand and meet customer needs.
Submitted and tracked orders.
Collected and processed payments.
Trained and mentored up to 10 to 15 new sales representatives.
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