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Supervisor Resume Example

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JC
Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Professional Summary

Hard-working Supervisor with exceptional experience leading teams, delivering results, and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies. Implements methodical and thorough approach to leadership.

Skills
  • Priority management
  • Business planning
  • Business Development
  • Training and mentoring
  • Team Building
  • Operations management
  • Negotiation
  • Customer Service
  • Sales and marketing
Work History
11/2020 to Current Supervisor Publicis Groupe | San Luis Obispo, CA,
  • Coordinate and supervise daily/weekly/monthly activities for team of 18.
  • Set priorities for team to ensure task completion and performance goals are met.
  • Took on escalated calls from members/providers with claims issues.
  • Coordinate work activities with other supervisors, managers, departments, etc.
  • Identify and resolve operational problems using defined processes, expertise and judgment.
  • Provide coaching, feedback and annual performance reviews as well as formal corrective actions.
  • Weekly staff meetings with management, staff development (one on one), interviewing/hiring right people for department.
  • Improved productivity of customer service by leading training initiatives and revamping schedules.
  • Increased NPS by 18%; lead project to improve quality for department.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
06/2016 to 11/2020 Customer Service Team Lead Cigna | Clinic - Hanesbrands - Winston-Salem, NC,
  • M&R (SME).
  • Experienced advocate who can leverage my knowledge and experience to travel and assist newly trained advocates at our Vendor Partner sites.
  • Supporting newly hired advocates so they can provide exceptional customer service experiences to our members.
  • Provide classroom and floor support, lead huddles and tackle host of other tasks to ensure that our partners are successful.
  • With working knowledge of Microsoft Office (Word - creating / editing documents) (Excel - create spreadsheets, charts, and sort and filter data), (PowerPoint - create and present informative presentations).
  • Consistently exceed quality, production and attendance requirement with legendary customer service.
  • Expertise by reviewing, researching, investigating and negotiating claims.
  • Analyze and provide reports as necessary.
  • Side-by-side listening call support to team members to help deliver consistent, quality information to members.
  • Coach each team member monthly with metrics and set goal expectations for following month.
  • Set team building activities for weekly meetings.
  • Supply service levels daily, render monthly excel sheet for call audits with notes for where we can improve as team using platforms: Mymetrics; Qfiniti; Nexidia; Jenny Screen and Qualtrics Resolve conflicts on team; ensure accurate and timely communication of issues to Supervisor.
  • Assist with improving service levels and monitor ACD queues to ensure team is appropriately staffed.
  • Perform other duties as assigned.
  • Point of escalation / liaison with client management team to drive issue resolution for clients across business.
  • Trained 8 classes for delivery of effective training for House Calls.
  • Contact learners' leadership as directed during training process, as needed (e.g., to communicate learning progress, behavioral issues, attendance issues, follow up needed) Provide feedback to appropriate stakeholders on ways to improve learning outcomes, based on established data/metrics and experience with learners (e.g., instructional designers, other trainers, business leadership.) Generate/analyze reports on training processes/outcomes and track applicable performance metrics and distribute to applicable audiences as appropriate.
  • Adhere to established guidelines for formatting and templates.
  • Engage/collaborate with appropriate stakeholders and Subject Matter and Information Technology (IT)experts to support preparation of appropriate training materials.
01/2011 to 06/2016 Unit Director Emory | Atlanta, GA,
  • Develop collaborative partnerships with public, civic groups, social agencies and colleges within community.
  • Represents organization and interprets its objectives, standards and programs.
  • Manage performance and evaluation of assigned staff (6) in achieving goals.
  • Conducted back to school, Christmas and weekend drives.
  • Provide technical assistance in program design, development and program operations.
  • Plan and coordinate staff development and training programs.
  • Develop and maintain public relations, promoting and stimulating membership within Club.
  • Coordinates all publicity for programs and services within the Club and the community in conjunction with the Resource Development & Marketing Coordinator/CPO.
  • Develop and foster a positive climate for youth development based on the mission and goals of the Boys & Girls Clubs of America.
  • Ensure that youth actively participate in variety of programs and activities; seek advice and guidance from staff about problems; and receive care, respect and recognition for their efforts.
  • Contribute to planning and implementation of strategic plan by: Planning, organizing and implementing range of program services and activities for members, drop in members, and visitors.
  • Initiating new programs with approval of Chief Professional Officer.
  • Recommending development of service area programs; and promoting and stimulating program participation, welcome new members and participating in their orientation process.
  • Organized continued operations for rig by creating and overseeing daily preventive maintenance program.
Education
Expected in 05/2011 Bachelor’s | Computer Science University of North Carolina At Greensboro, Greensboro, NC GPA:
Expected in 05/2009 Associate of Applied Science | Guilford Community College, Jamestown, NC GPA:

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Resume Overview

School Attended
  • University of North Carolina At Greensboro
  • Guilford Community College
Job Titles Held:
  • Supervisor
  • Customer Service Team Lead
  • Unit Director
Degrees
  • Bachelor’s
  • Associate of Applied Science