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 ManagerAdvance 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
SupervisorGardaworld – 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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