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Medtronic Diabetes Customer Service Supervisor, 24 Hour Helpline Resume Example

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MEDTRONIC DIABETES CUSTOMER SERVICE SUPERVISOR, 24 HOUR HELPLINE
Professional Summary

Highly-motivated dynamic ambitious perceptive experienced management professional with customer service training in a fast paced call center environment, seeks employment with an exceptional company with excellent pay and benefits.

Skills
  • Windows Operating Systems.
  •  SAP, Information Management and Order Processing System.
  • IMPACT Performance Tracking Software.
  •  Kronos, Time Card Management Tool.
  •  Microsoft Office Tools, e.g.: Outlook Express, Word, Excel and Power Point.
  •  Internet Explorer and Firefox.
  • Access Data Systems. Customer-Oriented.
  • Inventory Control, Predict and Verify Product Availability.
  • Exceptional Interpersonal Communication.
  • Effective Critical Thinking Skills.
  • Process Improvement Specialist.
Work History
Medtronic Diabetes Customer Service Supervisor, 24 Hour Helpline05/2013 to 06/2016
Medtronic Inc – 183002 Talavera Ridge, San Antonio Texas 78257
  • Provided technical assistance to  product specialist within a troubleshooting environment.
  • Supported supervisors by tracking performance of their perspective team members in their absence.
  • Delivered required education of updated policy and procedure changes. Created knowledge checks of the information trained. Tracked the progress of staff trained and reported on their progress.
  • Reported to my assigned manager any performance related issues and what steps were taken to correct them.
  • Managed the performance of new hire classes, monitored test scores and performance behaviors and attendance. Identified top performers and submitted recommendations for those in need of corrective action to their perspective supervisors.
  • Investigated and resolved customer inquiries and complaints in an empathetic manner. Delivered coaching tips on how to improve the interaction.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals. Provide a call flow direction to improve individual call metrics.
  • Maintained a safe and respectful work environment by being a strong customer support staff leader.
  • Facilitated inter-departmental communication to effectively provided customer support, between the Sales Services, and Financial Services departments.
  • Provided accurate, specific and timely performance feedback for my technicians to allow for any needed adjustments to call metric and or quality values.
  • Provided our contracted hiring agency, progress reports of performance and attendance status on assigned contracted employees. Advised on the direction of conversion to permanent staff or continuation of contracts based on performance.
Customer Service Support Team Lead 24 Hour Helpline 03/2012 to 05/2013
Medtronic Inc – 183002 Talavera Ridge, San Antonio Texa 78257
  • Provided technical assistance to product specialist within a troubleshooting environment.
  • Supported multiple supervisors by tracking performance of their perspective team members.
  • Delivered required education of updated policy, procedure changes and knowledge checks of the information trained.
  • Assumed control of escalated customer service issues and provided supervisors / managers of the outcome and recommendations as needed.
  • Reported to my assigned supervisor any performance related issues and what steps were taken to correct them.
  • Provided phone assistance to support the call volume as needed.
  • Delivered tips to those in need of improvement in call metrics and quality performance. 
  • Manage a team in the extended absence of the supervisor, maintained attendance and performance records along with behavior issues as required.
  • Assigned as an interim supervisor managing new hire class of trainees and monitored their statistics.
  • Provided performance feedback to the trainees and their assigned supervisor's as well as recommending those in need of corrective action.
Customer Service, Principal Technical Specialist 03/2011 to 03/2012
Medtronic Inc – 183002 Talavera Ridge, San Antonio Texas 78257
  • Provided continued support to customer service representatives and directed them to both internal and external recourses.
  • Inspected documents and sales orders for quality and accuracy delivered constructive feedback to the initiating representative.
  • Provide training assistance with the new hire and sensor classes in the testing and mentor phases.
  • Addressed escalated customer issues in an expedient and knowledgeable manner while working to a reasonable solution to their needs.
  • Handled negative customer feedback and forwarded the details to the individual supervisor for review and coaching.
Medtronic Diabetes Customer Service Senior Technical Specialist05/2010 to 03/2011
Medtronic Inc – San Antonio, Texas
  • Investigated and resolved customer inquiries and complaints in an empathetic manner.
  • Adhered to all confidentiality requirements at all times.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Provided product support from an inbound call center environment Resolved customer issues and education in an empathetic professional manner.
  • Assumed ownership over my productivity and managed work flow to meet or exceed quality service goals.
  • Leadership of customer support staff through mentoring and peer to peer coaching.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Pursued inter-departmental escalations to increase customer retention rates.
  • Fostered an environment which encouraged continual process improvements.
  • Skilled liaison between customers and internal departments.
  • Maintained up-to-date knowledge of product and service changes.
  • Managed work flow to exceed quality service goals.
Medtronic Diabetes, Customer Service Representative09/2009 to 05/2010
Medtronic Inc. – 183002 Talavera Ridge, Sa Antonio Texas 78257
  • Provided technical assistance and product support within an inbound call center environment.
  • Assisted Diabetes Insulin Pump and Continuous Glucose Monitoring System users by troubleshooting equipment and accessory issues and documenting customer records within customized programs with troubleshooting steps/results. Provided replacement products both in and out of warranty in a professional and expedient manner.
  • Processed testing and support for the implementation of the new opperatng software programs.
  • Provided phone mentoring assistance to the training department in the testing and monitoring of new hire employees by delivering simulated phone calls and live call direct monitoring by presenting feedback and evaluations as applicable.
Business Travel Counselor09/2007 to 07/2009
American Express Business Travel – San Antonio, Texas
  • Provided travel assistance by phone to corporate travel customers in both domestic and international markets by using both web-based and native Sabre systems. Resolved agent and customer issues by building new reservations and modifying existing reservations which included ticketing and ticket reissuing ensuring corporate travel policies are adhered to.
  • Maintained excellent customer resolutions, by working directly with vendors such as airlines, hotels, rental cars and other entities to correct travel related problems in a professional and expedient manner.
Resolution Desk and Ticket Reissue Specialist10/2001 to 09/2007
Travelocity – San Antonio, Texas
  • Provided technical assistance by phone to internal agents / external customers by using both web-based and native Sabre systems to resolve agent and customer issues through building new reservations and modifying existing reservations which includes ticketing and ticket reissuing.
  • Assumed responsibility in a supervisory capacity for escalated customer issues which involved identifying, correcting and compensating for non-customer related technical errors.
  • Provided excellent customer resolutions by working directly with vendors such as airlines, hotels, rental cars and other activities to correct travel related problems in a professional and expedient manner.
Reissues Customer Service RepresentitiveTravelocity – San Antonio, Texas
  • Provided customer service to existing reservations and processed ticket reissuance through the identification of fare rules and penalties within the Sabre systems.
  • Processed of ticket reissues within native Sabre and web-based Sabre systems.
Sales Customer Service Representitive.Travelocity – San Antonio, Texas
  • Aassisted customers with online bookings by identifying technical issues for the completion of a new reservation.
  • Queues Processing Agent - operated within the Sabre systems identifying records with flight itinerary issues such as involuntary schedule changes, credit card declines and paper ticket delivery problems.
Airline Resolutions RepresentitiveAmerican Airlines Telecomunications. – San Antonio, Texas
  • Ensured customer satisfaction by utilizing effective listening skills and being attentive to the needs of the customer.
  • Aided the customer with responsible solutions to unique problems coming to a mutual resolution through the use of refunds, voucher issuance and waiving of fees as appropriate.
  • Advised Customer Service Representatives on problem solving and instructional procedures.
  • Critiqued new test equipment and programs for application to the working environment.
Detention Officer/Peace Officer07/1985 to 09/1997
Bexar County Sheriff's Department – San Antonio, Texas
  • Responsible for the safety, well-being and supervision of inmates.
  • Prohibited the introduction of contraband within the facility by conducted searches of inmates, common and living areas.
  • Instructed and supervised other officers in the performance of their duties as a Detention Training Officer.
  • As a Perimeter Patrol Officer and as a Booking Corporal I responded to the needs of the general public, both in person and through telecommunications instruments.
  • I generated computer based records, entering personal data into the computer files based upon the information being provided.
  • Maintained an accurate facility count of all inmates housed in the jail, provided pass over information to oncoming officers in perspective to the day's activities.
  • Provided written reports on unusual events that occurred during the day.
Contracted Law Enforcement 03/1990 to 06/1991
Stop and Go Food Stores – San Antonio, Texas
  • Scheduled and supervised officers who provided proactive loss prevention and security for the food chain in San Antonio.
  • Provided activity and incident reports to the corporate headquarters.
  • Interacted with the general public to ensure their safety as consumers.
  • Administrative Duties: Obtained and reviewed the weekly loss report for the purpose of determining the most active locations is losses and dispatch peace officers to those locations. 
  • Assigned and supervised several Peace Officers scheduled to provide security services to these locations.
  • Read and approved all submitted reports for processing.
  • Forwarded all activity reports and other pertinent information to Stop-N-Go administration.
National Defence and Security12/1980 to 11/1984
United States Marine Corps – Marine Barracks , Naval Station Lua Lua Lei, Hawaii
  • Sergeant of the Guard - Supervised base shift rotation of sentries on post, enforced military regulations, inspected all weapons and equipment, trained new arrivals, evaluated work performance, provided work schedules, organized work details, patrolled assigned areas and provided security of multiple installations. Lead a reactionary force in the interest of facility safety and security in both mock drills and live events. Provided feedback on the details performance and made advisements for possible changes for improved measures. Inventoried weapons and equipment and documented any anomalies as they were found.  
  • Corporal of the Guard - Supervised those sentries assigned to my shift. Reported any anomalies and or incidents to the Sergeant of the Guard. Radio dispatched patrolmen to areas of concern. Made random post inspection of sentries on post. Ensured the installation wassecured and gates were opened and closed based on facility rules.
  • Patrolman - Patrolled my dedicated area, provided support to gate sentries for relief as needed. Report to my Corporal and Sergeant of the guard any incidents or security anomalies.
  • Gate Sentry - Maintained base security through the verification of authorized access to the installation by verifying identification of those requesting access. Reported to my Corporal of the Guard and Sergeant of the Guard any breeches of security or any anomalies.
Education
High School Diploma: 1982St. Louis High School.- Naval Base Pearl Harbor Hawaii
Associate of Applied Science: Criminal Justice In ProgressSan Antonio College- 1819 N Main Ave San Antonio, Texas 78212
Accomplishments
  • Conflict Resolution Techniques - Resolved conflicts between staff members and reached a mutual solution.
  • Quality Service Goals - Maintained a high standard of customer quality often meeting or exceeding the 95% minimum standard.
  • Team Management - Kept team members aware of their performance statistics and provided coaching for improvement.  
  • Time Management Skills - Met goals and deadlines of required training through the use of Outlook Scheduler and hard task list.  Maintained flexibility to allow for adjustments when priorities changed.
  • Created the Quality Improvement Program which identified individuals  struggling with call quality.  Provided tips and call flow suggestions, monitored their performance and recognized those individuals with improved performance.
  • Identified the need of a Queue Management Schedule among supervisors due to having too many supervisors trying to take the lead or not recognizing the need to manage the queue in a call volume increase situation. This transitioned into the accepted need for Real Time Analyst who assumed that responsibility.   

Certifications

TECLOSE Certified Peace Officer.

Emergency Response First Aid Certification.

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Resume Overview

Companies Worked For:

  • Medtronic Inc
  • Medtronic Inc.
  • American Express Business Travel
  • Travelocity
  • American Airlines Telecomunications.
  • Bexar County Sheriff's Department
  • Stop and Go Food Stores
  • United States Marine Corps

School Attended

  • St. Louis High School.
  • San Antonio College

Job Titles Held:

  • Medtronic Diabetes Customer Service Supervisor, 24 Hour Helpline
  • Customer Service Support Team Lead 24 Hour Helpline
  • Customer Service, Principal Technical Specialist
  • Medtronic Diabetes Customer Service Senior Technical Specialist
  • Medtronic Diabetes, Customer Service Representative
  • Business Travel Counselor
  • Resolution Desk and Ticket Reissue Specialist
  • Reissues Customer Service Representitive
  • Sales Customer Service Representitive.
  • Airline Resolutions Representitive
  • Detention Officer/Peace Officer
  • Contracted Law Enforcement
  • National Defence and Security

Degrees

  • High School Diploma : 1982
    Associate of Applied Science : Criminal Justice In Progress

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