Customer Service Supervisor resume example with 7+ years of experience

Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,

Skilled and Reliable expert with over 10 years in the customer service industry. Bringing proven expertise in Sales Management, Healthcare Information Technology, and high achieving customer service SUPERVISORY experience.

Value great work ethics with a background of effective leadership. Recognized for good understanding of business needs and future targets with careful attention to detail. Having exceptional customer service skills with problem solving, communication, as well as excellent project management skills while demonstrating team leadership abilities taken to high levels of success.

  • Administration Specialist
  • Account Management
  • Computer Proficiency with windows based software
  • Proficiency with Data Entry and computer applications
  • Account resolution
  • Strategic Planning
  • Leadership, team building, & management skills
  • Insurance Verification
  • Training & Development
  • Exhibit professionalism and trustworthiness
  • Situational Decision Making
  • Active Listening
  • Organize & prioritize tasks and assignments while working independently
  • Multitasking abilities in fast paced environment
  • Hospitality
  • Stocking and replenishing
  • Product and service sales
  • Cash Handling
  • Medical billing and collections
  • Claims processing
  • Customer relations
  • Scheduling and calendar management
  • Workplace safety
  • Professionalism
  • Time Management
  • Loss Prevention
  • Conflict Resolution
  • Experienced delivery driver
  • Self -motivated
08/2021 to 08/2022 Customer Service Supervisor Ollie's Bargain Outlet | Elizabeth City, NC,
  • Supervising the daily operations of the front end area of the store that drive profitable sales.
  • Solving issues/concerns, making informed decisions, and supervising the front end operations to ensure all customers are provided with exceptional, friendly, and professional customer service at all times.
  • Lead by example and work to coach, motivate, and encourage teamwork among the cashier associates to ensure optimal execution of company strategies.
  • Lead by example by interacting with customers and ensuring a positive interaction with customers by cashiers and associates.
  • Prepared documentation, reports and logs to identify and manage sales metrics and support process driven activities.
  • Enhanced company-wide procedures and policies to improve employee morale and boost customer satisfaction.
  • Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
  • Reviewed customer interactions and activity reports to identify and address concerns in a timely manner.
  • Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
  • Delivered continuous training to associates to maximize performance and customer relations skills.
  • Evaluated and authenticated returns, exchanges and voids.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.
  • Assessed team member performance by delivering one-on-one coaching and motivation to promote better service and improve productivity.
  • Key holder with responsibilities of opening and closing the store
  • Answered phone calls and responded to questions and concerns.
  • Interviewed, hired and trained staff to meet company objectives.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Provided day-to-day leadership to cultivate environment that exemplified company values.
  • Addressed customer inquiries to increase customer satisfaction ratings.
  • Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
10/2018 to 01/2021 Account Expert & Team Mentor T-Mobile | City, STATE,
  • Help develop, train, and mentor team of 8-12 associates including new employees serving as a critical link to engineering and retail while performing exceptional customer service and organizing strategies.
  • Collaborated well with team members to carry out daily assignments and achieve company targets.
  • Managed communications between team members, customers and vendors to keep operations efficient and successful.
  • Managed daily tasks consistently and sought out opportunities to go beyond requirements and support business targets.
  • Reviewed activities regularly to identify opportunities for improvement.
  • Developed productive relationships with business representatives and consulted closely to uncover needs and match available solutions.
  • Gave extensive support to key accounts in sales, technical and business areas.
  • Estimated and quoted prices, credit and contract terms, warranties and delivery dates.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Answered customer questions regarding account discrepancies or problems.
  • Accepted and processed customer payments and applied toward account balances.
  • Received payments and posted amounts to customer accounts.
  • Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
  • Spoke with customers to learn reasons for overdue payments and to review terms of credit contract.
  • Arranged debt repayment or established schedules for repayment based on customer's financial situation.
  • Performed administrative functions for assigned accounts, recorded address changes and purged records.
  • Advised delinquent customers on strategies for debt repayment.
  • Recorded information about status of collection efforts.
  • Negotiated credit extensions and waivers when necessary.
  • Utilized job-related software to input customer order details into system, accept payments and update accounts.
  • Follow up with customer to measure customer satisfaction and increase revenue.
  • Established and enforced sales goals to boost team success.
  • Consulted with customers about products and services to understand desires, questions, or concerns and suggest best products to meet needs.
  • Met targets consistently by working hard and with strong attention to detail.
  • Served and satisfied customers by delivering speedy expert service with knowledgeable, friendly support at every stage of shopping and purchasing for all customer needs.
08/2014 to 10/2018 Claims Representative & Health Insurance Agent Maximus | City, STATE,
  • Interviewed policyholders to verify information and obtain additional details.
  • Enrolled customers in health insurance plans and discussed details of premiums and coverage.
  • Compared different medical insurance policies and prescription drug plans with customer to determine what was suitable for customer needs.
  • Examined reports, accounts and evidence to determine integrity and accuracy of information.
  • Gained expert knowledge of company operations and market conditions.
  • Met targets consistently by working hard and with strong attention to detail.
  • Protected business from unnecessary liability by carefully following security and safety standards.
  • Calculated adjustments, premiums, and refunds.
  • Provided quality customer service to assigned, insured and claimants throughout claims process to deliver timely service to customers.
  • Negotiated settlements for uncomplicated claims in accordance with actual company liability.
  • Supported efficient handling of complex claims and followed up on open, denied or suspended claims to complete required line items.
  • Maintained knowledge of policies and procedures and insurance coverage benefit levels, eligibility systems and verification processes.
  • Researched coverage and premium options and supplied clients with best coverage available for individual needs.
  • Assessed policy coverage and pulled contracts for review.
  • Participated in weekly training sessions to improve product knowledge and enhance company growth.
  • Improved data collection accuracy by structuring systems for desktop spreadsheets.
  • Remained current on latest industry trends by gaining comprehensive knowledge of financial and insurance products, services and best practices.
  • Calculated premiums and established payment methods, receiving customer payments and issuing receipts.
  • Explained coverage options to potential policyholders, answering questions or concerns.
Education and Training
Expected in 05/2008 High School Diploma | Tarrant High School, Birmingham, AL GPA:
Expected in | Nursing Administration/ Health Information Tech Herzing University , Birmingham, AL, GPA:

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Resume Overview

School Attended

  • Tarrant High School
  • Herzing University

Job Titles Held:

  • Customer Service Supervisor
  • Account Expert & Team Mentor
  • Claims Representative & Health Insurance Agent


  • High School Diploma
  • Some College (No Degree)

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