operations supervisor resume example with 7+ years of experience
Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Professional Summary
Talented Operations Supervisor versed in business and employee management. Offering 18 years of experience in customer service. Decisive leader and strategic problem solver with excellent communication and planning abilities.
Skills
Coaching and mentoring
Employee reviews
Effective leader
Staff training/development
Policy analysis
Creative problem solving
Multitasking abilities
Customer Service
Project Management
Analytical skills
Proficient in Microsoft Office and virtual meeting software such as Zoom and Teams.
Account management
Complaint resolution
Education
Northeast State Community CollegeBlountville, TNExpected in 05/2013 ā āAssociate of Arts:Psychology - GPA:
Northeast State Community CollegeBlountville, TNExpected in 05/2013 ā āAssociate of Science:Criminal Justice - GPA:
Work History
Goodwill Industries Of Southeastern Michigan - Operations Supervisor Adrian, MI, 09/2018 - Current
Supervises team of associates to maintain strong teamwork and customer service levels.
Reviews ACD data to monitor the length of time customers remain on hold.
Answers questions and recommends corrective services to address customer complaints.
Monitors productivity and performance of customer service representatives and provides feedback, instructions and intervenes as necessary.
Monitors case activity in the system to ensure proper handling and adherence to policies and procedures.
Researches possible resolutions and/or redirects issues when appropriate.
Prepares performance evaluations and participates in discussions around performance standards.
Works with Account Managers to anticipate client needs and identify opportunities and new ideas.
Maintains complete knowledge of system and telecommunications capabilities, associated software applications and Internet access.
Applies work procedures, supervises work schedules, and expedites workflow.
Working within established company guidelines, studies and standardizes procedures to improve efficiency of representatives.
Manages and participates in project development.
Regal Cinemas Corporation - Team Lead Auburn, WA, 09/2016 - 09/2018
Supervises team of 25+ Case Specialists. This includes coaching, development and motivation of agents in a way that fosters growth and drives improvements in performance.
Answers questions and recommends solutions to address and resolve escalated customer complaints. This includes researching and/or redirecting issues if needed.
Monitored productivity and performance of Case Specialists and provides feedback through one-on-one coaching. Proactively participates in and contributes to discussions surrounding specialist performance providing input as requested.
Participates in project development as needed to drive business objectives.
Actively monitors service levels to ensure skilling is set to ensure all customer calls are being answered. Monitors ACW (NOC) to ensure all agents are available when needed to assist with call volume and service levels.
Connection - Case Specialist Raleigh, NC, 05/2016 - 09/2016
Responsible for end-to-end customer service and product inquiries, including complex customer problems and provided consistent and efficient follow through on customer concerns that required additional investigation.
Managed cases by making and receiving inbound and outbound calls to customers, dealers and district managers as needed to fully resolve issues.
Investigated customer concerns by determining a quality resolution and then negotiating with dealers to gain their acceptance.
Utilized advanced decision making to ensure early intervention and resolution when possible. This included escalating to regional or national offices as needed on a case-by-case basis.
Accepted, researched and fully resolved all e-Web cases as required without immediate direction.
Documented receipt of written correspondence from consumers in the clientās case management computer system and responded appropriately as defined by client specified timelines.
Provided support and/or information on Bluetooth, UVO and Navigation systems.
Cultivated and maintained ongoing customer and client relationships.
Sprint - Resolution and Escalation Specialist City, STATE, 12/2013 - 02/2016
Assisted Supervisors/Managers with the management of daily activities for a group of 10-25 representatives that handled inbound telephone calls, internet, and e-mail correspondence on a client save queue. This included monitoring agent productivity and performance and providing feedback through one-on-one coaching.
Worked extensively with the Care agents to resolve billing problems, account activation, and technical issues in an effort to retain our customers.
Provided direction and guidance to less experienced team members, recognized and recommended areas needing improvement in order to foster growth and further develop performance.
Assisted in scheduling and coordinating of team meetings and special activities.
Provided input into hiring decisions and performance appraisals.
Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.