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service delivery hub supervisor resume example with 2+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
  • :
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
Service Delivery Hub Supervisor, 08/2020 to Current
U-HaulSaint Louis, MO,
  • 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
Monitoring Operator, 07/2019 to 07/2020
NokiaTX, State,
  • 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.
Business Development Manager, 03/2019 to 07/2019
Pet N Sur (Beneficial Insurance)City, STATE,
  • 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
Graduate Diploma: Applied Management, Expected in 02/2019 to Otago Polytechnic - Auckland, AUK,
GPA:

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.

Bachelors: Mechanical Engineering, Expected in 08/2016 to People’s University - India,
GPA:

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

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Resume Overview

School Attended

  • Otago Polytechnic
  • People’s University

Job Titles Held:

  • Service Delivery Hub Supervisor
  • Monitoring Operator
  • Business Development Manager

Degrees

  • Graduate Diploma
  • Bachelors

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