Detail-oriented Member Service Supervisor with 20 years in Customer Service industry. Service-oriented mindset with flexible approach to serving organization members. Successful track record establishing programs, coaching and developing highly successful team and building organizational value.
Skills
Recruitment
Team leadership
Conflict resolution
Workflow planning
Research and due diligence
Microsoft Office Suite expert
Personable and outgoing
Goal-oriented
Driven and highly motivated
Compliance expertise
Staffing and scheduling
Staff training and development
Work History
Member Services Supervisor, 06/2014 to Current Cvs Health – Glastonbury, CT,
Trained, mentored and evaluated employees on service quality, production, knowledge and performance
Motivated staff to perform at peak efficiency and quality
Oversees Member Services Phones/Chat/Email Team Operation with 15-20 direct reports.
Recruiting new hires and conducting interviews
Create a unique and positive Member Experience to maintain and improve Customer Satisfaction and NPS
Communicates scheduling to employees and devises workable plan to accommodate business need
Ensure all incoming inquiries from client and/or customers are executed in a professional, polite, and courteous manner
Documents evaluations and submits documentation of representative performance progression bi-weekly
Meet all Goals and Objectives (weekly, monthly and quarterly)
Knowledge, understanding, and compliance with company's policies and procedures
Communicates with other departments and management to resolve problems
Makes recommendations to management concerning staff and improvement of procedures
Plans and develops improved procedures
Creates and maintains positive, respectful work environment for staff
Accountable for all decisions, actions, and directives with respect to job responsibilities
Processes weekly payroll with full time and potential temporary staff
Monitor and resolve Social media inquiries
Strong background with Microsoft Office (Word, Excel, PowerPoint, Outlook, Box, OneNote, SharePoint, OneDrive) and ZenDesk
Supervisor Customer Loyalty Team, 10/2004 to 02/2011 Jo-Ann Fabrics – Ontario, CA,
Managed quality assurance program including on site evaluations, internal audits and customer surveys
Effectively managed team of 10-20 employees in daily operations of customer loyalty department
Payroll ADP
Guide, train and develop team members to provide outstanding customer service and to reach their goals within company
Responsible for coaching, mentoring, and motivating team members to goals and standards are met successfully while maintaining positive morale
Responsible for maintaining positive rapport with all customers, employees and merchant relations
Responsible for preparing employee performance reviews and prepare any follow-up documentation necessary
Conducted weekly one on one and team meetings with direct reports
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