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E Service Support Supervisor Resume Example

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JC
Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Professional Summary

Qualified Customer Service Supervisor with 14 years experience in a fast-paced healthcare call center environment. Personable and Professional under pressure. Focused Customer Service Supervisor commitment to excellence and providing the highest level of service. Enthusiastic, outgoing and proficient at building positive relationships with new and exciting customers by offering superior customer service.

Skills
  • Staff Management
  • In depth knowledge of Health Care
  • Exceptional customer service skills
  • Focused on customer satisfaction
  • Management of remote employees
  • Administrative support
  • Computer proficiency
  • Strong problem solving
  • Collaborative team player
  • Client relation specialist
  • Exceptional verbal/written communication
  • Scheduling
  • Deadline-oriented
  • Resourceful
  • Meticulous attention to detail
  • Extensive knowledge in EDI Transaction files
  • ICD9 certified
  • Notary State of Florida
Work History
08/2019 to Current E-Service Support Supervisor Caci International Inc. | Saint Inigoes, MD,
  • Tracked and documented metrics, and evaluated trends.
  • Established and implemented effective training programs to maximize team performance.
  • Prepared employee schedules for maximum coverage during key hours.
  • Managed CRM database, including troubleshooting, maintenance, updates and report generation.
  • Lead the E-Service team that provides all areas of Credit Union with the support and assistance for products/processes (and all associated functions therein): debit cards, wires, online banking, mobile banking, remote deposit banking, ACH, and all Treasury Services and Support.
  • Supervisor, maintain, and support all e-Deposits within the credit union
  • Supervisor, create, and support all new accounts within the credit Union.
  • Ensure the highest level of customer service is provided to all areas of the Credit Union through proper staffing, developing, motivating, managing, evaluating, and directing the E-Service Department.
  • Ensure service level commitments are met in accordance with agreements, including response time and accuracy.
  • Manage the processing of incoming calls and cases to the Support Center via both phone and email to ensure courteous, timely and effective resolution of customer issues,
  • Monitor and quality all calls for e-Service team.
  • Guide, support, and supervise personnel to ensure an effective, proactive, and team-driven environment. Promote and enhance the development of all teammates including one's self, through continued education and training in order to efficiently assist all departments. Ensure staff identifies and recommends training opportunities corporate wide to limit errors and reduce negative customer impact. Oversee procedures and workflow to ensure effective utilization of staff.
  • Increased customer service success rates by quickly resolving issues.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
03/2016 to 04/2019 Supervisor Technical Support (Remote) Buehler's Grocery | Wooster, OH,
  • Manage the processing of incoming calls and cases to the Support Center via both phone and email to ensure courteous, timely and effective resolution of customer issues,
  • Responsible for documenting employee performance objectives and driving results while creating/maintaining a positive work environment,
  • Provide recommendations for the development of employee training based on demands of current and future products, experience level of the employees and business needs of the team and organization,
  • Installing and configuring computer software, systems, networks, printers, and scanners
  • Assist the Director of Technical Support with the employment, promotion, counseling and discipline of assigned employees as well as develop career path for direct reports and monitor professional growth of employees,
  • Effectively prioritize projects to assure that service level timelines are met and monitor and oversee support projects to ensure timely completion,
  • Monitor and quality all calls,
  • Document all customer contact, configuration information etc. in Salesforce,
  • Develop and maintain an in-depth knowledge of all products and services
  • Maintain PC-ACE software through engineering.
  • Release quarterly updates for all PC-ACE customers including Medicare Intermediaries
    Other duties as assigned.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues related to PC-ACE.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
04/2015 to 03/2016 Engineering Support (Remote) ABILITY Network Inc. | City, STATE,
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Initiated contact with vendors and built solid working relationships.
  • Collaborated with engineers in new product introduction phases to develop and verify design changes.
  • Conducted engineering and detailed experimental tests to collect design data and assist in research work.
  • Closely monitored equipment for functionality and efficiency based on diagrams, inspections and work reports.
  • Compiled, processed and analyzed test data and results to improve product quality.
  • Implemented schematics, diagrams and written and verbal descriptions to effectively solve engineering project issues.
  • Completed projects by effectively applying engineering, technical and maintenance procedures.
  • Identified and solved technical issues using variety of diagnostic tools and tactics.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues related to PC-ACE Software.
  • Provided on-call support for critical network issues related to software setup
  • Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
  • Installed, modified and repaired software and hardware to resolve technical issues.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
07/2008 to 04/2015 Help Desk Supervisor System Designs Inc. | City, STATE,
  • Manage the processing of incoming calls and tickets to the Support Center via phone, live chat, and email to ensure courteous, timely and effective resolution of customer issues.
  • Responsible for documenting employee performance objectives and driving results while creating/maintaining a positive work environment.
  • Provide recommendations for the development of the PC-ACE software.
  • Trained and supported end-users with software, hardware and network standards and use processes.
  • Release quarterly updates for all PC-ACE customers including Medicare Intermediaries.
  • Provide employee training based on demands of current and future updates of the PC-ACE product, experience level and business needs of the team.
  • Installing and configuring computer software, systems, networks, printers, and scanners.
  • Assist the Owner with employment, promotion, counseling and discipline of assigned employees as well as develop career path for direct reports and monitor professional growth of employees.
  • Effectively prioritize projects to assure that service level timelines are met and monitor and oversee support projects to ensure timely completion.
  • Work with Availity on all Enrollment, through completion, enter all vendor case tickets within Availity system.
  • Develop and maintain an in-depth knowledge of all PC-ACE Printlink Mapping and services.
  • Performed tests of functionality, security and performance of different workstations and devices.
  • 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.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Provided on-call support for critical issues related to PC-ACE Software.
  • Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
04/2004 to 07/2008 Help Desk Support Analyst System Designs | City, STATE,
  • Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Configured hardware, devices and software to set up work stations for employee
  • Executed various techniques, including pulling technical reports to maintain servers and systems, keeping networks fully operational during peak periods.
  • Uploaded new software, rolled out updates and applied patches to servers upon release.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
02/1989 to 11/2002 Adjuster Team Lead Quality Supervisor Humana Service Center | City, STATE,
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
  • Evaluated employees' strengths and assigned tasks based upon experience and training.
  • Measured team performance and reported metrics to leadership team members.
  • Worked with management team to implement proper division of responsibilities.
  • Audited and documented all processes and procedures for new accounts department.
  • Research and verify insurance policy coverage.
  • Issue payouts to claimant Investigate insurance claims filed by policyholders, physician, and hospitals.
  • Made outgoing phone calls to verify or obtain information regarding a claim to ensure timely processing.
  • Mentored others on the team and served as a subject matter expert or contact for specific accounts.
  • Met and exceeded the Company's dollar quality goal of 99.5% in accurately processing claims and paying the required amount of claims per day of 145.
  • Achieved "Top Performer Awards" for 1997and 1999, which consists of high performance and quality. The Employee of the Year 1999.
  • Pull and audit all lines of business within the company.
  • Active role in writing the Humana Gold Manual.
  • Positioned as primary liaison to streamline operations of multiple lines of business within organization.
  • Interviewed, hired and trained new employees for Adjustor position.
Education
Expected in High School Diploma | North Jacksonville Academy , Jacksonville, Fl, GPA:
Expected in Associate of Arts | Florida Community College, Jacksonville, Fl, GPA:
Expected in | ICD9 Florida Community College, Jacksonville, Fl, GPA:
Expected in | ICD-10 Camsen Career Inst., Jacksonville, Fl, GPA:
Additional Information
  • National Call Centers Conferences
  • Customer Contact East Seminar
  • ICMI Contact Center Expo
  • X-12 EDI Conference
  • CML Conference

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Resume Strength

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  • Strong Summary
  • Target Job

Resume Overview

School Attended
  • North Jacksonville Academy
  • Florida Community College
  • Florida Community College
  • Camsen Career Inst.
Job Titles Held:
  • E-Service Support Supervisor
  • Supervisor Technical Support (Remote)
  • Engineering Support (Remote)
  • Help Desk Supervisor
  • Help Desk Support Analyst
  • Adjuster Team Lead Quality Supervisor
Degrees
  • High School Diploma
  • Associate of Arts