Customer and employee focused Supervisor with a proven capacity to troubleshoot issues on the spot and ensure customer satisfaction and promote a harmonious work environment
High customer service standards
Employee relations specialist
Call center management experience
Service solutions expert
Devoted to data integrity
Strong problem solving ability
Conflict resolution proficiency
Training manual contributor
Multi-channel contact center software
Adept in automated attendant systems
Managed call flow with up to 15 calls in queue per minute. Automated repeatable tasks where possible to increase efficiency. Reduced staff turnover significantly by implementing several well-received team and morale-building programs. Selected from more than 500 senior Non-Commissioned Officers to serve as Platoon Sergeant. Received Global War on Terrorism Service Medal. Maintained 100% accountability of a large section of equipment worth over $40,000,000 during multiple overseas deployments.
3E CompanyApril 2006 to CurrentHRT Supervisor Carlsbad, CAProvided accurate and appropriate information in response to customer inquiries. Addressed customer service inquiries in a timely and accurate fashion. Maintained up-to-date records at all times. Ran reports and supplied data to fulfill customer report requirements. Oversaw the daily performance of computer systems, including Windows, MS Office and proprietary applications. Set up, tested and configured networks, desktops, laptops and printers.
Palomar CollegeGeneral Ed/Computer SciencesSan Marcos, CA, San Diego
Mira Costa CollegeAA in progress: Busines ManagementOceanside, CA, San Diego