, , 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Accomplished Supervisor focused on meeting customer expectations and achieving company goals. Drives success by directing high-producing teams while developing lasting employee rapport. Exceptional knowledge of cost-reduction methods and streamlining production processes.
- Priority management
- Coaching and mentoring
- Compliance understanding
- Staff oversight
- Team Building
| - Strategic planning
- Training and mentoring
- Staff Management
- Operations management
|
09/2015 to 09/2021 Senior Supervisor Jbt Corporation – Kingston, NY,
- Coordinated, supervised and evaluated work of subordinates and reallocated staff and resources to meet performance requirements.
- Identified underperforming areas and implemented effective process improvements.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Mandated policy, procedure and performance adherence for continued and increased operational efficiency and profitability.
- Recruited, hired and trained staff and provided ongoing feedback and [6 year}, performance evaluations for development.
- Fostered effective communication by providing constructive feedback and sharing knowledge across business lines.
- Trained all 43 agents and provided positive reinforcement and helpful feedback that boosted morale and efficiency within department.
- Identified areas of conflict among team members and immediately worked to resolve those issues using positive feedback and follow up.
- Analyzed metrics to identify areas of opportunity, drive performance improvements and consistently exceed operational goals.
- Assumed responsibility and oversight for hiring, onboarding and mentoring new staff members.
- Provided feedback, training and skill development to staff to improve accuracy, productivity and quality.
- Introduced team contests and goals to enhance productivity and improve employee morale.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Utilized standard operating procedures, effective crew resource management, communication and procedures specified in company operation manual.
- Provided supportive link between external customers and internal operations.
- Developed training, task and process guidelines and communicated clear and concise directions to employees.
- Evaluated employee performance and coached and trained to improve weak areas.
- Performed annual evaluations and reviews for large staff of employees.
- Measured effectiveness of customer success by defining operational metrics, tracking systems and reporting to executive team.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Interviewed, hired and trained new employees for production positions.
- Set overall vision and provided team leadership.
- Assessed problems, conflicts and resolved conflicts independently.
08/2014 to 11/2015 Call Center Manager Advance Auto Parts – Billings, MT,
- Established and oversaw performance targets for call center associates.
- Developed quality employees within call center to take over leadership positions.
- Determined quality assurance benchmarks and set standards for improvement.
- Established relationships and touch points with clients to promote retention.
- Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Supervised site investigations, reported issues and escalated those that required further assistance.
- Established and maintained long-range plans for quality assurance.
- Directed training and retraining of employees to boost performance and enhance business results.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
09/1995 to 07/2014 Supervisor Gardaworld – Edison, NJ,
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Utilized standard operating procedures, effective crew resource management, communication and procedures specified in company operation manual.
- Identified individual employee's unique work styles and adapted management methods.
- Developed training, task and process guidelines and communicated clear and concise directions to employees.
- Set overall vision and provided team leadership.
- Performed annual evaluations and reviews for large staff of employees.
- Evaluated employee performance and coached and trained to improve weak areas.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Interviewed, hired and trained new employees for production positions.
- Maintained compliance with company policies, objectives and communication goals.
- Measured effectiveness of customer success by defining operational metrics, tracking systems and reporting to executive team.
Expected in Bachelor of Science: Business Administration
Texas Woman's University - Denton, TX
GPA:
Call Center Agent Program, Tarrant County College. Forth Worth, Texas
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