customer support supervisor resume example with 20+ years of experience
JessicaClaire
, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Professional Summary
Industrious Customer Support Supervisor bringing 26 years of extensive call center experience in inbound, outbound and blended environments. Expertise in training and development, client relations and problem-solving. Hardworking professional possessing excellent knowledge of management methods and techniques.
Skills
Inter-department collaboration
Personnel training and development
Effective problem solver
Team Building
Exceptional interpersonal communication
Staff Management
Customer-focused
Schedule Management
Complaint resolution
CRM
Work History
04/2014 to CurrentCustomer Support SupervisorBlack Knight Financial Technology Solutions | Denver, CO,
Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Created and reviewed invoices to maintain accuracy while working with customers to answer questions and address payment issues.
Completed special projects by using effective decision making, critical thinking and time management skills.
Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
Introduced higher standards for customer service and increased efficiency by streamlining operations.
Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
Increased regulatory compliance by accurately completing tasks and adhering to safety regulations.
Improved customer service initiatives by streamlining sales and order management processes.
Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Managed department call volume of 400 calls per day and coordinated department schedules to maximize coverage during peak hours.
Sustained continuous improvement by implementing customer interface management systems through telephone communication, email marketing, live chat services and social media.
04/2011 to 04/2014Customer Support Team LeadHorizon Software International, Llc | Atlanta, GA,
Explained technical information in clear terms to non-technical individuals to promote better understanding.
Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
Configured hardware, devices and software to set up work stations for employees.
Developed and tested new product offerings prior to release to assist development team in bug identification.
Devised solutions to operations issues related to SAP and Saleforce, working closely via phone, email, live chat and web teleconference.
Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes..
07/2000 to 08/2011Customer Service Representative III Motion Recruitment | Remote, NJ,
Responded to customer requests for products, services and company information.
Provided information to customers regarding Lumenis's charge card and loyalty program and helped to open and activate new accounts.
Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
Educated customers on promotions to enhance sales.
Answered constant flow of customer calls with up to 21,170 queue calls per quarter.
Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
Offered advice and assistance to customers, paying attention to special needs or wants.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Recommended service contracts to customers, thoroughly explaining details.
Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Entered customer interaction details in Service Max to track requests, document problems and record solutions offered.
Answered customer telephone calls promptly to avoid on-hold wait times.
Provided primary customer support to internal and external customers in fast-paced environment.
Education
Expected in 06/2001 to to High School Diploma | Metropolitan Adult Education Program, San Jose, CAGPA:
Expected in to to Associate of Science | General Education Evergreen Valley College, San Jose, CAGPA:
Expected in to to Associate of Science | Behavioral SciencesMission College, Santa Clara, CAGPA:
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