Livecareer-Resume
Jessica Claire
, , 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Professional Summary

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.

Skills
  • Priority management
  • Coaching and mentoring
  • Compliance understanding
  • Staff oversight
  • Team Building
  • Strategic planning
  • Training and mentoring
  • Staff Management
  • Operations management
Work History
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.
Education
Expected in
Bachelor of Science: Business Administration
Texas Woman's University - Denton, TX
GPA:
Certifications

Call Center Agent Program, Tarrant County College. Forth Worth, Texas

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Resume Overview

School Attended

  • Texas Woman's University

Job Titles Held:

  • Senior Supervisor
  • Call Center Manager
  • Supervisor

Degrees

  • Bachelor of Science

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