senior supervisor resume example with 9+ years of experience

(555) 432-1000,
, , 100 Montgomery St. 10th Floor
Professional Summary

Senior Supervisor skilled in front office and back office operations. Managing complex projects with general oversight. Effectively communicates within and outside function to gain cooperation on operational processes, practices and procedures. Documented leadership success in making moderate to substantial improvements to enhance staff training and productivity and achieve goals. Determined Senior Supervisor with proven track record of managing effective teams and development. Oversees multiple priorities in KPIs setting.

  • Job Assignments
  • Tech Support
  • Resolving Conflicts
  • Motivational Leadership
  • Coaching and Mentoring
  • Administration and Reporting
Aviation High School LIC NY, Expected in 05/1988 High School Diploma : - GPA :
Vaughn College of Aeronautics And Technology East Elmhurst, NY Expected in 05/1992 Associate of Science : Airframe Powerplant Maintenance - GPA :
  • Advanced Leadership Learning , Faneuil Inc.
  • Cyber Security Awareness
  • Active Shooter Awareness
  • Leadership Sexual Harassment Awareness
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Supervised team of 22 staff members.
  • Achieved desired production results through effectively coaching and mentoring staff.
  • Documented and resolved [Issue] which led to [Results].
  • Collaborated with team of [Number] in the development of [Project name].
  • Achieved [Result] by completing [Task] with accuracy and efficiency.
Work History
Ricoh Americas Corporation - Senior Supervisor
Rogers, AR, 07/2020 - Current
  • Manage day to day Back Office operations and staffing to ensure we meet and exceed established goals
  • Partnered with various departments in addition to 3rd party vendors to ensure we develop and sustained business continuity and inclusion of focus groups and think tanks for development
  • Actively participated in development of new policies and procedures by making recommendations to ensure procedures were followed and managed results
  • Demonstrate interpersonal skills to work effectively in a team environment and maintain a professional and positive manner
  • Demonstrate change management aptitude and ability
  • Takes a proactive role in implementing change and applying new ways to develop the team by applying strong leadership qualities resulting in positive outcomes for the consumer
  • Maintain accurate call center documentation and communicate results timely manner to upper management
  • Ensure agents are receiving the necessary training and updates to ensure compliance with policies, and new procedures
  • Ability to think strategically and identify critical success factors when developing strategy and plans for assigned area of responsibility
  • Excellent conflict management skills for the purpose of resolving escalated employee and customer complaint issues.
Centene Corporation - Call Center Supervisor –- Special Projects Analyst
Mission Hills, CA, 07/2016 - 07/2020
  • Managed day to day operations of the call center team to ensure we meet and exceed established goals increasing productivities by 10% in the first quarter.
  • Partnered with various department Managers, Supervisors to ensure our daily service levels and KPI's are met
  • Lead team meetings and up trained staff on new or improved processes, security policies and procedures, department goals as well as creating focus groups with both management and staff member to maximize production output
  • Demonstrated interpersonal skills to work effectively in a team environment and maintained a professional and positive attitude
  • Communicated effectively with all levels of the organization and client to ensure information is shared timely and accurately manner
  • Prepared reports collected and analyzed data and maintained a progress report for comparison and for future forecasts
  • Ability to multitask and remain calm under pressure
  • Polite, professional at all times, with excellent phone etiquette
Eagle Eye Networks - Appeals Coordinator
Austin, TX, 02/2016 - 07/2016
  • Health CT
  • Demonstrated Leadership skills with DSS/AHCT Staff and hearing officers to drive continuous improvement and support of the appeals team while at the same time managing and resolving consumer complaints
  • Researched verified, and evaluated case information and other factors in effort to facilitate resolution of edibility and verification documentation to be within federal and state regulatory statutes
  • Serve as an impartial facilitator to create and maintain goodwill and cooperation with the consumer and the clients
  • Prepare written hearing summaries detailing case circumstances and the actions taken which resulted in the eligibility determination decision and continued to provide follow up support to bring case to resolution
  • Identify and report error trends discovered during the Grievance Mediation process to the Quality Assurance Supervisor
  • Create, maintain, and submit required reports, as necessary
  • Effectively research, interpret, and explain federal, state, and local policies governing eligibility and participants legal rights and responsibilities
  • Work with internal business units (Premium Payment System, Eligibility, QA, DSS, and AHCT) related to error discovery, reporting, administrative hearings, and recoupments
  • Strong understanding of Medicaid, HUSKY A, C, &D, CHIP, and the ACA Market Exchange
  • Provide detail notes in data systems regarding the outcome and action of the review
  • Work with client, DSS, AHCT and other organizations to resolve inquiries in a timely, accurate, and professional manner.
Xerox Government Healthcare - Customer Care Representative
City, STATE, 05/2013 - 02/2016
  • Managed high volumes of workloads and calls
  • Obtained and verified the clients’ information
  • Provided clients with clear and accurate information about health insurance programs
  • Assisted clients with applying for health insurance coverage for State of Connecticut Medicaid, CHIP/HUSKY B, HUSKY A, HUSKY C, HUSKY D programs
  • Utilized the DSS Eligibility Management System (EMS) and the AHCT Consumer and Worker Portals to resolve customer inquiries and troubleshoot any issues they may have experienced.
Additional Information
  • Flushing NY Military Services , US NAVY
Spanish :
Full Professional
Negotiated :

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Resume Overview

School Attended

  • Aviation High School
  • Vaughn College of Aeronautics And Technology

Job Titles Held:

  • Senior Supervisor
  • Call Center Supervisor –- Special Projects Analyst
  • Appeals Coordinator
  • Customer Care Representative


  • High School Diploma
  • Associate of Science

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