sup customer service 2013 to current resume example with 20+ years of experience
Experienced Customer Service Supervisor bringing 25 years of quality performance in customer support and supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Highly qualified professional, demonstrating exceptional proficiency in management, customer service, offline operations, training and employee development. Well accomplished at managing quality improvement initiatives, ensuring high levels of customer satisfaction, and leading personnel through the completion of daily tasks. Skilled at training Conflict/Issue Resolution, Process Improvement, Client Relations/Retention. Successful in evaluation of daily analytics to enhance team performance, collaboration with multiple work groups such as: Customer Service Operations, Scheduling and Quality Assurance.
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- Accomplish multiple tasks within established timeframes.
- Conduct training and mentor team members to promote productivity, accuracy and commitment to exceptional customer service.
- Coach team members to deliver welcoming, professional service while adhering to set service model and company expectations.
- Coach employees through day-to-day work and complex problems.
- Assess personnel performance and implement incentives and team-building events to boost morale.
- Monitor metrics and develop actionable insights to improve efficiency and performance.
- Compile and analyze customer feedback data to develop new strategies and corrective action.
- Create customer support strategy to increase customer retention.
- Exceed team goals and consistently rank in 90th percentile or above for customer resolution.
- Assist in Onboarding new leaders with sharing best practices and mentoring.
- Maximize performance by monitoring daily activities and mentoring team members.
- Evaluate employees' strengths and assigned tasks based upon experience and training.
- Approve payroll submissions for employees.
- Apply customer feedback to develop process improvements and support long-term business needs.
- Assess reports to evaluate performance, develop targeted improvements and implement changes.
- Drive month-over-month overall performance by identifying and targeting behaviors and areas of improvement.
- Develop and initiate projects.
- Currently pursuing Bachelors
- Member of [Honor's Society Name]
Verizon Wireless Oct. 1997 - Present
Supervisor Customer Service - (WFH Virtual Sr. Reps)
Supervisor-Customer Pro
Supervisor - New Hire Employee
Supervisor - Customer Service Premier Queue
Supervisor - Loyalty & Retention
Coordinator - Technical Support
Coordinator - Customer Service
Supervisor - Customer Care
Offline Operations Lead
- CAREER ACHIEVEMENTS, Lean Thinking Certified (2020)Green Belt Training (2020)
- Process Monitoring/Improvement
- Discrepancy Resolution
- Complex Information Interpretation
- Excellent Communication Skills
- Exceptional Customer Service
- Detailed Analysis
- Policy and Procedure Adherence
- Team Cooperation
- Staff Assistance
- Rewards Programs
- Partnership Management
- Event Scheduling
- Pleasant and Personable
- Account Retention
- Providing Feedback
- Peer Mentoring
- Accomplish multiple tasks within established timeframes.
- Conduct training and mentor team members to promote productivity, accuracy and commitment to exceptional customer service.
- Coach team members to deliver welcoming, professional service while adhering to set service model and company expectations.
- Coach employees through day-to-day work and complex problems.
- Assess personnel performance and implement incentives and team-building events to boost morale.
- Monitor metrics and develop actionable insights to improve efficiency and performance.
- Compile and analyze customer feedback data to develop new strategies and corrective action.
- Create customer support strategy to increase customer retention.
- Exceed team goals and consistently rank in 90th percentile or above for customer resolution.
- Assist in Onboarding new leaders with sharing best practices and mentoring.
- Maximize performance by monitoring daily activities and mentoring team members.
- Evaluate employees' strengths and assigned tasks based upon experience and training.
- Approve payroll submissions for employees.
- Apply customer feedback to develop process improvements and support long-term business needs.
- Assess reports to evaluate performance, develop targeted improvements and implement changes.
- Drive month-over-month overall performance by identifying and targeting behaviors and areas of improvement.
- Develop and initiate projects.
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Resume Overview
School Attended
- Strayer University
Job Titles Held:
- Sup-Customer Service (2013 to Current)
Degrees
- Bachelor of Science (BS)
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