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Premier Support Solutions Supervisor Resume Example

Resume Score: 80%

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PREMIER SUPPORT SOLUTIONS SUPERVISOR
Professional Summary

Outgoing individual, seeking an opportunity with this great company, where I can develop and excel while giving my best to an employer. With the desire to not only grow as an individual but create growth and longevity with the company.

Employment History
07/2016 to CurrentPremier Support Solutions SupervisorAsurion | Phoenix, Arizona

As a Premier Support Solutions supervisor for Asurion I manage, develop, and guide agents and leads to ensure their ability to provide outstanding customer service and execute tasks effectively. I am also accountable for resolving system outages, ensuring agents are meeting quality standards outlined in client contracts, calculating call center performance metrics, and analyzing reports to ensure efficiency. I contribute to the development of new systems, take part in recruiting and interviewing tech agents.

Duties and Specifications:

  • Managing and directing the daily activities of agents and leads.
  • Using all available tools to ensure effective supervising, planning, and managing functions within team.
  • Carrying out coaching, training, disciplining, and reviewing all agents and leads.
  • Acting as an information source and answering lead or agents questions, assigning tasks, following up and giving instructions as needed.
  • Resolving client and internal complaints and questions.
  • Ensuring that the team members acquire the appropriate support, tools and training to apply skills and knowledge on the job.
  • Carrying out performance measurement and evaluation of all agents and leads to improve efficiency.
  • Ensure consistent professional development of agents and leads.
  • Communicating solutions, successes, best practices and opportunities within the organization.
  • Practicing and ensuring compliance with Asurion and client policies and procedures.
08/2015 to 07/2016Technical LeadAsurion | Phoenix, Arizona

As a Technical lead I provided support to front line representatives.

This support includes assisting agents with technical devices as well as questions an agent might have regarding a call they are working on.

I attend to them from multiple sites through our chat system referred to as Service now. This tool allows me to obtain multiple chats at once to increase proficiency when assisting agents. Additional task include doing Tech Sessions with agents which assist an agent in an areas of opportunity.

While doing a Tech Session I have the ability to coach an agent to improve their performance, as well as setting goals and executing them with an agent to meet proficiency required.

Duties and Responsibilities:

  • Promptly respond to escalated customers, inquiries, compliments, or complaints.
  • Able to handle calls in all Premier Solutions Support skills with high quality and customer.
  • Able to handle calls in all Premier Solutions Support skills with high quality and customer resolution.
  • Effectively communicate changes to Asurion policies and / or procedures in a timely fashion.
  • Analyze individual and team statistics and identify ways to effectively measure performance.
  • Able to actively coach individuals to success.
  • Manage trouble tickets, where customer satisfaction intervention is necessary.
  • Work as liaison to other Premier Solutions Support departments to identify subscriber service issues and to improve processes.
07/2014 to 08/2015Premier Support Solutions RepresentativeAsurion | Phoenix, Arizona

When in this position I was known as a Premier Support Solutions representative. I provided exceptional customer service and technical expertise. Customers called in for the purpose of resolving issues with devices such as laptops, tablets, smartphones, and other consumer electronics. Using various systems, applications and tools, I facilitated device setup and education. I was also responsible for troubleshooting if a service or feature was inoperable. I educated customers about device capabilities and wireless carrier data product offerings. After every customer interaction I logged customer data, including contact information, problem statements and resolutions. Using the appropriate tools and providing feedback to the organization on customer's issues and the resolutions of them. I also assisted with approving transfers throughout the day when my supervisor was not available to approve the transfers. I also worked closely with the new hires that were on the team.

11/2013 to 07/2014Customer Service RepresentativeConverges Corporation | Phoenix, Arizona

In this role as a customer service agent I was responsible for persuading potential customers by answering products and services questions. I suggesting information about other products and services. I managed customers' accounts by recording account information. I also maintained customer records by updating account information. I resolved product or service problems by clarifying the customers complaints determining the cause of the problem, selecting and explaining the best solution to solve the problem and following up to ensure resolution.

Education
05/2012High School DiplomaCentral High School, Phoenix, AZ
Expected in 05/2022Associate DegreePhoenix Community College, Phoenix, AZ
Additional Qualifications
  • Ability to inspire trust and credibility to support agents and leads in a helpdesk environment
  • Must be able to ensure agents and leads are meeting or exceeding client expectations
  • Excellent people and interpersonal skills to build effective relationships with internal and external professionals
  • Excellent team building skills
  • Ability to plan well and prioritize multiple projects simultaneously
  • Maintain character under tight pressure in a fast paced environment
  • Excellent analytical skills to collect appropriate data and make good decisions quickly
  • Strong written and verbal communication skills in both English and Spanish
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Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

Resume Overview

Companies Worked For:

  • Asurion
  • Converges Corporation

School Attended

  • Central High School
  • Phoenix Community College

Job Titles Held:

  • Premier Support Solutions Supervisor
  • Technical Lead
  • Premier Support Solutions Representative
  • Customer Service Representative

Degrees

  • 05/2012 High School Diploma
    Expected in 05/2022 Associate Degree

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