Experienced Supervisor bringing twenty years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Motivated to learn, grow and excel with Costco.
Skills
Leadership
Conflict Resolution
Processes and Procedures
AS400, Avaya, Cisco, Noble dialer, CRM and Kronos experience
Training and mentoring
Staffing and scheduling
Inter-department collaboration
Payroll
Database administration
Priority Management
Staff Management
Operations management
Team Building
Staff training and development
Account Updates
Research and due diligence
Policy and procedure modification
Education
Owasso High SchoolOwasso, OKExpected in – –High School Diploma: - GPA:
Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.
Established and updated work schedules to account for changing staff levels and expected workloads.
Assessed personnel performance and implemented incentives and team-building events to boost morale.
Measured DNR Department success with clear metrics to attain 85% of calls answered daily.
Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
Managed department call volume of up to 500 calls per day and coordinated department schedules to maximize coverage during peak hours.
Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
Compiled and analyzed audits for agents to develop new strategies and corrective action.
Critically monitored customer service operations to assess agent performance and provide evaluations and feedback.
Monitored metrics and developed actionable insights to improve efficiency and performance.
Administer Noble Dialer for inbound and outbound calls for late vehicle returns
Run & prepare scripts on a weekly/daily basis adding renters to Do Not Rent list
Review DNR addition request eforms for accuracy and approval/denial of the eform.
Eurofins Scient. - Supervisor Saint Louis, MO, 03/2005 - 10/2013
Delegated tasks to others on grooming team.
Identified individual employee's unique work styles and adapted management methods.
Measured team performance and reported metrics to leadership team members.
Interviewed, hired and trained new employees for all Operations Adminpositions
Prepared and managed work schedules, vacation and sick time accurately on a daily basis.
Monitored employee performance and provided coaching and constructive guidance to address areas of concern.
Provided supportive link between external customers and internal operations.
Introduced team contests and goals to enhance productivity and improve employee morale.
Analyzed equipment breakdowns using various troubleshooting methods.
Oversee Staff Assistants working with law enforcement agencies and impound facilities to recover company vehicles
Monitor staff assistant tracking stolen and recovered vehicles through the National Insurance Crime Bureau report to ensure DTAG is not liable for renting vehicles that have been reported stolen.
Work with lead staff assistant & Hertz personnel daily, tracking both Hertz & DTAG owned vehicles to ensure all vehicles are accounted for in both systems.
Manage lead staff assistant working with licensee locations to ensure revenue splits are processed and corporate vehicles are accounted for at DTAG licensee locations.
Manage department databases and ensure that information is updated and accurate; export and import database and spreadsheet applications, monitor exceptions and compile, organize, prepare and distribute various reports
Reconcile procurement card reports and billing invoices to submit for monthly processing.
Provide administrative support for field locations, including resolving customer service issues, researching and negotiating the release of impounded cars and overseeing and approving corrections to rental agreements
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