escalation supervisor resume example with 20+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
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Professional Summary
Flexible Call Center, Collections professional works well independently and collaboratively with other departments. Strong organizational and communications skills for thinking quickly and solving problems in fast-paced environment. Adept at handling multiple tasks efficiently and accurately, exhibiting professionalism and maintaining confidentiality at all times.
Skills
Staff Support
Collaborative Environments
Quality Control Standards
Issue and Complaint Resolution
Cultural Awareness
Research and Analysis
Call Volume Analysis
Team Goals
Staff Training
Strong Telephone Etiquette
KPI Metrics
Performance Goals
Creative Solutions
Call Control
Microsoft Office
Escalation Management
Professional Relationships
Analytical Skills
Call Volume and Quality Metrics
Work History
Escalation Supervisor, 07/2018 - Current Bunzl Distribution – Virtual, NY, Tempe, AZ
Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
Kept high average of performance evaluations.
Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Built and maintained relationships with customers to increase customer loyalty and positive word-of-mouth.
Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Accounts Receivable Specialist, 05/2015 - 07/2018 Burns Environmental Services – City, STATE, Simi Valley, CA
Supported management by processing invoices and documents with consistent on-time delivery.
Safeguarded documents of accounts receivable and payments to enable tracking history and maintain accurate records.
Monitored accounts to verify compliance with payment terms and schedules.
Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
Followed up overdue payments and payment plans from clients to establish good cash flow.
Developed and maintained positive relationships with clients to maximize collections.
Developed and implemented strategies to improve collection processes and reduce overdue payments.
Effectively communicated with clients about payment needs and kept updated, detailed and accurate ledgers.
Negotiated payment arrangements with customers to establish timely receipt of payments.
Managed complex problem-solving for upper management in order to complete projects on-time and within budget.
Reviewed accounts on monthly basis to assess aging and pursue collection of funds.
Supervisor, Manager & Trainer, 01/2000 - 05/2015 Varied – City, STATE, Phoenix, AZ
Conducted routine inspections to check quality and compliance with established specifications.
Achieved extraordinary results by working with staff to meet established targets.
Met customer call guidelines for service levels, handle time and productivity.
Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Trained staff on operating procedures and company services.
Trained new personnel regarding company operations, policies and services.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Investigated and resolved customer inquiries and complaints quickly.
Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Implemented and developed customer service training processes.
Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Increased efficiency and team productivity by promoting operational best practices.
Exhibited high energy and professionalism when dealing with clients and staff.
Responded proactively and positively to rapid change.
Maintained up-to-date knowledge of product and service changes.
Education
Bachelor of Arts: Psychology, Expected in 05/2010 - University of California - Los Angeles - Los Angeles, CA GPA: Status -
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