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servicing supervisor of digital communications resume example with 15+ 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

Dedicated professional with excellent leadership, communication, and time management skills. Aiming to leverage my abilities to successfully fill the vacancy at your company. Frequently praised as hardworking and focused by my peers, I can be relied upon to help your company achieve its goals.

Skills
  • 18+ years of effective Management experience within a high level customer service call center.
  • Excellent Leadership, Interpersonal, Communication, Troubleshooting and Organizational Skills.
  • Skillful in gathering, formatting and interpreting business data in efforts to identify and analyze trends
  • Proficient in Microsoft Operating Systems, including Windows based Excel, Word, Outlook and Power Point.
  • Technical skills including navigation of web-based systems, terminal configurations, and software applications
  • Extremely efficient at learning, adapting and implementing in fast paced and/or continuously changing environments
Experience
09/2020 to Current
Servicing Supervisor of Digital Communications Unitedhealth Group Inc. Franklin, IN,
  • Manage timecard and scheduling of a team of 14 associates while overseeing a call center of 100 employees.
  • Supervise the organizing and development of new platform and department for customer experience through digital chat engagement
  • Generate, create and analyze visual reports and presentations (table, charts, graphs) outlining digital chat and call trends, as well as, associates performance, to present to executive leadership on recurring basis
  • Provide continual in-depth training to new hires, as well as, tenured associates regarding company based systems,
  • Provide on-the-fly, as well as, routine coaching with team members to ensure representatives are developing and also adhering to department processes, procedures and policies.
  • Field daily inquiries from specialists concerning all work related issues from company policies to new and old departmental processes and procedures.
  • Lead weekly department meetings to calibrate the team to ensure consistent provision of information, to boost and/or maintain morale and to update associates on progress toward departmental and company goals.
  • Aid in the real-time de-escalation of customer engagements that are not proving to be satisfactory to the customer
  • Manage LivePerson Digital AI-Powered Platform ensuring consistent associate coverage, minimal wait times and response times
09/2011 to 09/2020
Customer Service Supervisor Sandvik Wa, WA,
  • Consistently supervised a team of 25 representatives while overseeing a call center of 100 employees.
  • Provided in-depth training to new hires, as well as, tenured representatives regarding company based systems,
  • Organized and reviewed ACD reports and excel spreadsheets for tracking representatives' performance and call statistics.
  • Generated, created and analyzed reports reflecting call trends and account delinquency
  • Provided first response to all representatives needing immediate assistance with a current call situation.
  • Handled and resolved all 1st level escalated calls from customers requesting a member of management.
  • Monitored real-time Noble ACD phone system to ensure specialist are handling inbound phone calls in a timely manner and to ensure that they are actively making outbound calls as needed.
  • Created, scheduled and administered call campaigns through Nobles web based ACD phone system.
  • Evaluated KPI's for collection/customer service specialists’ daily to ensure they are on track toward their monthly goals.
  • Updated important departmental spreadsheets to ensure daily data is recorded and tracked properly; thus, ensuring End of Month scorecards are accurate.
  • Frequently review accounts in all team member queues to ensure that accounts have been given proper and adequate handling.
  • Develop and implement reward and recognition programs to foster a positive environment of high motivation and competiveness.
05/2007 to 08/2011
Customer Service Manager Royal Food Service, Inc City, STATE,
  • Performed the recruiting , interviewing, and hiring of customer service candidates, including the provision of new employee orientation and training for a department of 6 customer service representatives
  • Responsible for employee scheduling for peak/off-peak hours of a 17 hour/ 7 day call center, and tracked employee hours daily to prohibit unnecessary overtime hours
  • Organized and reviewed real time displays, ACD reports and excel spreadsheets for tracking customer service representatives attendance, performance and call statistics
  • Monitored key areas of customer service performance by creating an excel spreadsheet and graph to track the number of line items each representative keyed and how many keying errors were made on a weekly basis.
  • Managed all high end customer accounts with the assistance of the respective sales rep.
  • Maintained customers’ continual product specification changes, contact information and billing information within the company based ordering system
  • First point of contact for all outside customer related escalations and responsible for resolving customer issues and/or addressing the issues with the necessary department(s)
Education and Training
Expected in to to
: Mechanical Engineering Technology
Southern College of Technology - Marietta,
GPA:
Certifications
  • Coaching Skills for Managers & Supervisors - Fred Pryor Seminar
  • Creative Leadership for Managers, Supervisors, and Team Leaders - Fred Pryor Seminar
  • How to Communicate with Tact and Professionalism - Fred Pryor Seminar
  • Criticism & Discipline Skills for Managers and Supervisors - Fred Pryor Seminar
  • Successful Solutions for Unacceptable Employee Behaviors - Fred Pryor Seminar

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Resume Overview

School Attended

  • Southern College of Technology

Job Titles Held:

  • Servicing Supervisor of Digital Communications
  • Customer Service Supervisor
  • Customer Service Manager

Degrees

  • Some College (No Degree)

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