LiveCareer-Resume

sales support supervisor resume example with 10+ years of experience

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Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Summary

Experienced supervisor seeking a position to enhance my professional skills in a positive environment that encourages growth. I have an ability to manage both small and large teams thanks to my experience working in various environments over my career.

Skills

· Planning and organizational skills

· Leadership skills

· Training

· Interpersonal verbal communication skills

· Multitasking/Time management

· Problem solving

· Detail Oriented

· Self-starter

· Team player – receptive to feedback

· Proficient in Oracle, Sales Force, GHX and all Windows based applications

Experience
07/2020 to Current Sales Support Supervisor Alaskausa Mortgage Company | Anchorage, AK,

· Supervises a diverse group of tenured Sales Support Associates providing leadership, direction, and assistance as needed. Monitors team's performance.

· Works with multiple Sales teams such as PI, UCC, Davol, SLC and Venclose to resolve issues as well as ensure that escalations are effectively handled in a timely manner.

· Effectively shares work updates to team and/or affected parties.

· Works collaboratively with a variety of people at all levels within the organization to ensure effective communication and success of key initiatives.

· Identifies system and workflow improvements to enhance the team's efficiency.

· Reviews timesheets, payroll, and daily attendance.

· Prepares and delivers performance appraisals for direct reports.

· Holds 1:1 coaching and development meeting with CSRs.

· Works with internal and external auditors to ensure correct procedures are followed.

· Performs SOX/Audit controls.

· Monitors workloads and status; supports colleagues by providing advice on handling complex scenarios; and identifies/resolves issues as they occur.

· Communicates with upper management regarding issues and resolutions.

· Identifies trends that could lead to process and workflow improvements, behavioral trends, operational inefficiencies, and improvements in Customer experience.

· Works with cross functional teams to integrate new acquisitions into the BD environment.

· Coordinates with Supply Chain, Shipping, Finance, Marketing, Ecomm, Contracts and Sales to ensure that we meet 100% of our customer commitments.

· Supervised PI claims team.

· Responsible for the approvals or denials of claims as well as its related SOX controls.

11/2014 to Current Bartender Newcrestimage | Houston, TX,

· Knowledge of a variety of cocktails / Ability to memorize menus and drink prices.

· Knowledge of health inspection regulations.

· Thorough understanding of closing procedures and inventorying.

· Ability to work long hours, deal with stressful people and/or situations while maintaining friendly atmosphere.

· Remembers names of customers and their drink preferences. Turns ordinary customers into recurring customers.

· Remembers portions; ability to accurately free pour where permitted.

· Remembers batches of orders at once to speed up serving times.

· Responsible and accurate cash-handling skills.

· Collaborates with and assists staff at all levels – team player.

· Monitors customer alcohol consumption.

12/2018 to 07/2020 CS Lead, QA Coordinator, and Trainer Becton Dickenson | City, STATE,

· Supervised Level I CS Representatives providing mentorship to build successful and strong working teams.

· Reviewed timesheets, payroll, and daily attendance.

· Prepared and delivered performance appraisals for direct reports.

· Presented current information/issues during team meetings.

· Measured performance with key metrics: call volume, transaction volume, error rate.

· Monitored daily workflow and ensured that correct procedures are followed.

· Worked with customers to resolve issues to ensure that escalations are quickly and effectively handled.

· Prepared daily and ad hoc reports as requested by various Departments and leaders.

· Provided weekly & monthly metric reports on the department stats.

· Responsible for the hiring, onboarding, and training of new Customer Service Reps.

· Created, modified, and presented training programs to associates.

· Maintained training records, tracked CSR progress, and job effectiveness.

· Created learning experiences that equipped new and tenured Associates to excel in their performance through expert classroom instruction, on-floor mentoring, and one-to-one skills coaching.

· Tracked and analyzed training programs by examining Associate performance.

· Owner of the Quality Assurance/ Call Monitoring and Recording Program.

· Performed call monitoring, scoring. Provided feedback to Associates and Supervisors / Manager.

· Coordinated and facilitated call calibration sessions.

· Identified trends that could lead to process and workflow improvements, behavioral trends, operational inefficiencies, and improvements in Customer experience.

· Lead and spearheaded key initiatives that aligned with end state goals by working cross-functionally with internal and external teams.

· Responsible for sales order management (entry, tracking, allocation, etc.).

· Collaborated with staff at all levels (sales, manufacturing, marketing, finance, and supply chain).

· Assisted Manager with special projects as required.

11/2012 to 12/2018 Quality Assurance Coordinator, Trainer, and Lead American Reliable | City, STATE,

· Monitored and scored recorded phone calls to ensure accurate, complete, and quality service.

· Provided feedback to Supervisor or Manager and identified/reported policy and/or compliance violations.

· Ran daily and weekly reports for representative call productions, in addition to other statistical data.

· Conducted a comprehensive and robust new hire training curriculum.

· Maintained and updated training materials for the department.

· Provided new hire coaching and support to representatives.

· Responded to technical issues that came in via voice mail or email.

· Demonstrated proficiency in knowledge of all products and processes within the CS Department.

· Licensed as a property and casualty agent.

Education and Training
Expected in 05/2007 to to High School Diploma | Canyon Rose Academy, Tucson, AZ, GPA:

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Resume Overview

School Attended

  • Canyon Rose Academy

Job Titles Held:

  • Sales Support Supervisor
  • Bartender
  • CS Lead, QA Coordinator, and Trainer
  • Quality Assurance Coordinator, Trainer, and Lead

Degrees

  • High School Diploma

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