Proactive Call Center Supervisor bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.
Skills
Excellent organizational, written, and verbal communication skills.
Process and check verification of the quantity and condition of materials and equipment handled, receive general instructions from higher graded employee or the supervisor.
Establish procedures without guidance on methods, procedures, or technique, also spot-checks upon completion for accuracy, adherence to procedural requirements, thoroughness, quantity of work, timeliness, and results achieved.
And assemble classified items into groups based on information shown on the receiving vouchers and segregates materials according to such factors as condition, type of transaction, or property class and routes along appropriate processing lines.
Inspected, verified and documented quantifiable characteristics of finished goods, comparing against customer specifications and company quality standards to achieve acceptable product.
Provided regular updates to team leadership on quality metrics, communicating consistency problems or production deficiencies with quality and production leadership.
Performed standard inspection of first article, first pallet and random sampling inspection to customer standards.
Complied with all company required policies, procedures and processes including but not limited to required training.
Followed established practices and procedures in analyzing situations or data.
Conducted weekly "1X1" meetings with staff and evaluated employee performance and made recommendations on employee incentives.
Provided immediate supervision to a unit of airmen, assigning tasks, checking work at intervals.
Prepared and interpreted daily reports, complete with comprehensive analysis of testing and results, for development team.
01/2016 to 11/2020
Call Center SupervisorCj Pony Parts – Charlottesville, VA,
Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
Supervised the work of customer service representatives to ensure adherence to quality standards, deadlines, and proper procedures.
Evaluated employees' job performance daily to recommend quick action for maximum call quality.
Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
Created team rotations to man center effectively during peak hours.
Established and updated work schedules to account for changing staff levels and expected workloads.
Participated in meetings and recommended changes to policies and procedures.
Supervised the work of customer service representatives 1&2 to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors, or problems as needed.
Provided support and identified training needs and development opportunities, through weekly coaching sessions with direct reports and team meetings.
Assisted direct reports with escalated issues or cases as needed.
Evaluated employees' job performance and recommended appropriate personnel action, including disciplinary action, performance improvements, and termination.
Assumed leadership responsibility for departmental tasks as required.
12/1999 to 01/2011
Logistics SupervisorAir Liquide – Dallas, TX,
Provided excellent quality control assurance to base newcomers.
Conducted research to address shipping errors and packaging mistakes.
Managed annual freight budget of $24 Million
Expedited resolutions of shipping errors and packaging mistakes.
Assumed leadership responsibility for departmental tasks.
Supervised the work of airmen to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problem as needed.
Evaluated employees' job performance and recommended appropriate personnel action, including disciplinary action, and leading up to termination.
Led value-added customer service team that consistently over-delivered on customer expectations.
Reviewed established business practices and improved processes to increase efficiencies and reduce expense without compromising customer service levels.
Ensured accurate and timely processing of over 2700 household-good orders annually.
Provided outstanding customer service to over 100K airmen and their families annually.
Assembled items for shipment in the loading area according to information provided on the shipping requests and checks the condition of shipping containers prior to loading; ensured shipments were properly loaded onto the right conveyances.
Trained new airmen on Traffic Management procedures and regulations.
Packed and/or preserves a variety of household items; skillfully determines the materials, containers, devices and/or preservatives needed.
Directed logistics operations, including shipping and receiving of wide range of products daily.
Monitored and complied with strict budgets by negotiating freight in alignment with needs and specifications.
Education
Expected in 04/2012
Bachelor of Science: Business/Management, Business University Of Phoenix-Arizona - Phoenix, Arizona, GPA:
Expected in 06/2010
Associate of Arts: Business University Of Phoenix-Arizona - Phoenix, AZ, GPA:
Accomplishments
Air Force Achievement Medal
Meritorious Unit Award
AF Outstanding Unit Award
AF Good Conduct Medal
National Defense Service Medal
Iraq Campaign Medal
Global War on Terrorism Expeditionary Medal
Global War on Terrorism Service Medal
Air Force Expeditionary Service Ribbon with gold border
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