Service Delivery Hub Supervisor Resume Example ADT Security (Johnson Controls)

SERVICE DELIVERY HUB SUPERVISOR

Summary

Multi-talented Supervisor successful at handling customer issues quickly and effectively. Demonstrated record of developing successful store-wide policies to promote customer engagement and reduce issues. Bringing 2 years of progressive Security experience.

Skills

IT Skills : Confident in Microsoft Office, Photoshop, AutoCAD, MAS, Pronto & Manitou.
Coaching and mentorship
Reporting and documentation
Relationship building

Critical thinking
Time management
Planning

Experience

ADT Security (Johnson Controls) | ONEHUNGA, AUKService Delivery Hub Supervisor08/2020 - Current

Achieving of KPIs in management of all alarm activity, monitoring and technical enquiries.
Completing Payroll time sheets and support documentation in accordance with payroll requirements.
Action all escalated matters ensuring issues are resolved and feedback is provided to the customer and agent.
Identifying of remote office resolution opportunities and development of a technical capability to resolve.
Leading a team by providing a positive role model and fostering the development of a focused, motivated and successful team.
Building an effective team by coaching and supporting staff to achieve business outcomes and outputs.
Conducting regular tool box talks including express tool box talks with direct reports.
Delegate decision making to enhance ownership and skills within the team.
Encouraging and supporting all staff in professional and personal development initiatives.
Ensure service standards are met by ensuring team members adhere to schedule and objectives.
Ensure that processes are followed for network outages.
Ensure that the ADT Performance Management Policy and Counselling and Disciplinary Policy is applied and followed when required.
Effective management of processes to ensure staff have the tools for the job.
Assist in development of a self-managing, continuous improvement culture, that encourages individual and collective responsibility for meeting performance standards.
Implementing and supporting new company initiatives, policies, procedures and products through participation in development and implementation, and tracking and reporting on results

ADT Security (Johnson Controls) | ONEHUNGA, AUKMonitoring Operator07/2019 - 07/2020

Efficient and immediate response to inbound calls.
Calls documentation on client MAS file.
Provide Assistance and resolve queries of the customers.
Work unsupervised and maintain professionalism.
Contribute to well-staff and maintain a safe and healthy work environment.
Resolve complex and unresolved complaints via investigation best practices as required.
Ensure awareness and understanding of, and compliance with, standard operating procedures in respect of emergency and evacuation procedures, security,accident and incident reporting, hazard reporting and ‘self-reporting.
Take all practical steps to ensure your own health and safety at work, and the safety of others in the workplace e.g. Micro pausing, stretching, exercising.

Pet n sur (Beneficial Insurance) | Auckland, AUKBusiness Development Manager03/2019 - 07/2019

Interaction with customers to offer guidance, point out products, and assist them to make purchasing decisions.
Maintain in-depth product knowledge to provide customers with the best, most accurate information possible
Response to customer phone calls and email queries in a polite, professional and prompt manner.
Take product orders from customers over the phone, a email, and in-person.
Receive customer complaints and suggest necessary solutions and changes to resolve issues.
Operate and document a cash register or payment system to collect payments and process transactions for customer purchases.
Clean, safe and healthy workplace environment of all customer-facing areas to maintain a positive business reputation.
Provide efficient and quick customer service to reinforce and elevate the business reputation and brand.
Identified business development opportunities and implemented effective strategy for client acquisition.

Education and Training

Otago Polytechnic | Auckland, AUKGraduate Diploma in Applied Management02/2019

Affiliated to the United States' Malcolm Baldrige National Quality Award, the Performance Excellence Study Award is administered by Business Excellence NZ and involves rigorous examination by United States-based examiners against seven core Baldrige Performance Excellence Criteria.

People's University | IndiaBachelors in Mechanical Engineering08/2016

University was awarded for Best University Award for Academic and Infrastructure in Jharkhand Education Summit 2015 by Anand Kumar. They provide a smart class with real-life teaching environment. The department has all kinds of lab facilities for their courses. Guest lecturers and industrial visits are conducted periodically

Leadership Roles

Led the Project (Oct 2015 - Sep 2016 Peoples University)
Project on Hydraulic house shifting
Volunteer (Otago Polytechnic)

Volunteered Graduation ceremony at Auckland Town hall May 2018
Manage and resolve Dispute (ADT Security)
Investigating and advising clients accordingly
Training and Mentoring (ADT Security)
Training and Mentoring new team members

Reference

Ashika Ali (Monitoring manager)
ashika.ali@jci.com

Binita Kumar (Operation Manager)
binita.kumar@jci.com

Resume Overview

Companies Worked For:

ADT Security (Johnson Controls)
Pet n sur (Beneficial Insurance)

School Attended

Otago Polytechnic
People's University

Job Titles Held:

Service Delivery Hub Supervisor
Monitoring Operator
Business Development Manager

Degrees

Graduate Diploma in Applied Management
Bachelors in Mechanical Engineering

Service Delivery Hub Supervisor Resume Example

Resume Score: 80%

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