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operations supervisor resume example with 5+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - resumesample@example.com - : - -
Professional Summary

Profile: Proven success in training and development Excellent communication and interpersonal skills Excellent customer service skills Extremely Self Sufficient Highly Motivated Excellent Multi-Tasker Practiced Operations/Call Center Supervisor with more than ten years of experience contributing to customer satisfaction, retention, and ':?loyalty. Skilled in identifying and targeting individual needs, recommending services, and delivering customized solutions and hands-on support. Adept at working collaboratively to deliver timely and quality responses to service requests. Offering proven history of success within call center environments, continuously surpassing goals while complying with company standards and mission. Upbeat and energetic with grace in handling difficult situations through resourcefulness and adaptability. Hardworking and detail-oriented leader with proven success in call center environments, customer service management and team leadership. Skillful in building long-lasting, loyal customer relationships.

Skills
  • Excellent work ethic
  • Troubleshooting
  • Customer Service
  • Critical thinking
  • Relationship-Building
  • Verbal and written communication
  • Detail-oriented
  • Compassion
  • Preventive Maintenance
  • Training & Development
  • Good listening skills
  • Data management
  • Processes and Procedures
  • Team Building
  • Employee reviews
  • Delegation
  • Conflict resolution
  • Multitasking abilities
  • Strong leadership abilities
  • Metrics management
  • Account development
  • Goals and performance
  • Vendor relations
  • Prioritizing workflows
Work History
08/2017 to Current
Operations Supervisor Crane Worldwide Logistics Stoneham, MA,
  • Trained team members on performance metrics and customer identification.
  • Completed yearly evaluations, set realistic goals and determined pay raises.
  • Oversaw employee performance to foster accurate prioritization and achieve productivity goals.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and first call resolution.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Achieved and consistently met revenue goals.
  • Reduced downtime by support our customer's needs and by understanding our customers needs/day to day operation.
  • Assisted Traditional Customers daily by answering escalated questions, responding to inquiries and handling telephone requests/email requests.
  • Resolved vendor and customer account problems efficiently and timely.
  • Codified office structures and processes to promote teamwork and performance.
  • Enhanced collaboration between verticals/team members/management.
  • Communicated objectives through email correspondence and scheduled shift huddles.
  • Supervised team members in providing excellent customer service to callers requiring assistance for vendor support, billing support, breakdowns, rental needs, supervisor requests, rebills, FSL questions.
01/2017 to 08/2017
Repair Specialist Safelite Autoglass Longmont, CO,
  • Presented different repair options to customers in order for them to make appropriate choices for their operation.
  • Consulted with customers/service providers to discuss diag/service needs and maintain Preventative Maintenance.
  • Gathered information through different programs (Mitchel, Partsnet, etc.) to provide accurate estimates to customers for approval.
  • Investigated and resolved customer inquiries regarding repair needs/estimates.
  • Worked effectively with repair cases including parts providers, staying current on availability and timely customer updates. .
06/2016 to 12/2016
Scheduling Coordinator The Abrite Organization CA, State,
  • Worked with Michael Hasinec, Keith Boyer, Ashlee Bright and team members to understand customer needs and bring levels within desired tolerances.
  • Confirmed customer appointments via telephone/email. Discussed next steps due to diag, estimates, PM write ups.
  • Verified system information for accuracy. Conducted research and reached out to customers or internal personnel as needed for updates.
08/2015 to 06/2016
Assistant Supervisor Kuehne & Nagel Logistics, Inc. Elk Grove Village, IL,
  • Submitted documentation and reports to upper management.
  • Recommended changes to policies and procedures to maximize team efficiency and productivity.
  • Completed yearly evaluations, set realistic goals and determined pay raises.
  • Trained team members on performance metrics and consumer behavior identification.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Reported policy changes and company conditions affecting customer satisfaction.
  • Followed up on potentially fraudulent claims initiated by claims representatives.
Education
Expected in 06/1996 to to
Diploma: General Studies
Hamburg Area High School - Hamburg, PA
GPA:

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Resume Overview

School Attended

  • Hamburg Area High School

Job Titles Held:

  • Operations Supervisor
  • Repair Specialist
  • Scheduling Coordinator
  • Assistant Supervisor

Degrees

  • Diploma

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