Senior Supervisor Resume Example
Experienced Senior Supervisor with 7 years in managing and directing operations of employees and 11 years with the company. Created and developed company standards through recruiting and training exceptional personnel and seamless execution of performance strategies minimizing impact to the member. Innovative in motivating team members to collaborate in exceeding company objectives and achieving constant progress. Focused on streamlining service procedures and maximizing team efficiency. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates effective judgment in balancing customer, employee and company objectives. Experience steering and directing all aspects of operations, administration, budgeting and equipment maintenance. Practiced in orchestrating multiple projects with competing priorities involving process improvements, safety initiatives and quality control. Effective in collaborating with upper management to achieve organizational objectives. Builds collaborative partnerships within departmental lines to achieve departmental and team results.
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- Led new hires through company onboarding procedures, training and instructing on demands of various positions and instilling company values.
- Increased overall department competency by providing adequate training and constructive feedback to newly hired personnel.
- Analyzed various processes to identify underperformance and implemented new methods that proved more effective.
- Developed all documentation for the department regarding tasks, job duties and corporate protocols.
- Attended managerial meetings and employee meetings, receiving updates on products and services and providing feedback to employees.
- Established and enforced clear goals to keep employees working collaboratively.
- Complied with company policies, objectives and communication goals.
- Monitored equipment, checked supplies and coordinated manpower to meet expected demand.
- Established and maintained operating schedules to provide effective coverage for key areas and achieve objectives.
- Identified and corrected performance and personnel issues to reduce impact to business operations.
- Promoted employee safety awareness based on understanding of regulatory mandates and organizational best practices.
- Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
- Provided ongoing training to address staff needs.
- Coached and mentored 15-20 staff members through constructive feedback to develop long-term career goals.
- Coordinated with internal departments to maximize operational efficiency across production and administrative areas.
- Conducted evaluations and reviews for 15-20 employees.
- Managed administrative processes and prepared key reports and documentation.
- Liaised between employees and upper-level management and effectively resolved any issues.
- Recommended money-saving strategies for events to bring costs within budget.
- Initiated negotiations with vendors and subcontractors to maintain event budget.
- Managed client correspondence, record tracking, conference and event logistics.
- Supervised event logistics for large-scale corporate events.
- Set and administered supply budgets and tracked all expenses.
- Analyzed and monitored engagement processes to determine site glitches.
- Juggled multiple projects and tasks to ensure high quality and timely delivery.
- Drove Agile technical projects spanning multiple business divisions and representing 2.5 million in potential savings and new revenues.
- Informed project manager of milestone updates and provided detailed project reports.
- Modified existing software systems to enhance performance and add new features.
- Participated in team meetings and provided input on deadlines, designs and enhancements.
- Worked closely with development team members to identify and remove software bugs.
- Resolved interpersonal conflicts by listening, finding common ground and building relationships.
- Conducted training needs assessments to identify individuals' current level of skill compared to required competency for position.
- Compiled current business intelligence data into reports and presentations.
- Completed quality assurance reviews to assess accuracy of data and validate results.
- Managed diverse projects including data capture, storage and forecast analysis.
- Made actionable recommendations based on data trends.
- Cross trained in Chat for Web Support assistance and also Web Support Supervisor.
- Conducting audits on Chat interactions and auditing data for employee development.
- Trouble shooting and testing in the LiveEngage Chat Application.
- Established and enforced clear goals to keep employees working collaboratively.
- Complied with company policies, objectives and communication goals.
- Provided ongoing training to address staff needs.
- Developed position rotation to support continuous improvement and operator development.
- Conveyed project information consistently and quickly to resolve issues and deliver constructive feedback.
- Coached and mentored 20-30 staff members through constructive feedback to develop long-term career goals.
- Resolved customer complaints and adjusted policies to meet changing needs.
- Utilizing NICE, Agent WebStation, Avaya, CMS, PAS, Insuresoft, and Microsoft 365 suite of applications.
- Drove client retention by increasing savings opportunities and identifying premium discounts.
- Skillfully and patiently explained coverage options to potential policyholders, answering any questions or concerns.
- Engaged customers and provided high level of service by carefully explaining details about documents.
- Streamlined operational efficiencies by researching problems and delivering speedy issues resolution.
- Analyzed customer needs and provided best options, upselling products and services.
- Team Player
- Coached peers and assisted with on-boarding new leaders.
- Facilitation of training materials.
- Generated new leads and identified potential clients by using successful direct marketing strategies.
- Exceeded team goals by partnering with staff to share and implement best practices.
- Cross trained in Auto, Home, Earthquake, Flood, Personal Umbrella, Web Support, and back office tasks with ZenDesk.
- Consistently maintained high customer satisfaction ratings.
- Recognized as an Excellence Winner for outstanding performance and team contributions.
- Licensed Insurance Agent Personal Lines - 2014 - Present
In my free time, I love to travel! Recently we bought an RV and have had a blast traveling the country with our 3 kids and 3 pugs! Disney is our biggest guilty pleasure and we try to make it to Disney World whenever possible! Cooking and coaching my daughters Volleyball team are two of my favorite hobbies. In every aspect of what I do, it is very satisfying to take simple ingredients and create something amazing!
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Resume Overview
School Attended
- Maricopa Community Colleges - Estrella Mountain Community College
- Independence High School
Job Titles Held:
- Senior Supervisor
- Supervisor
- Insurance Agent
Degrees
- Some College (No Degree) in Education
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