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

Versatile Operations Supervisor taking on routine and adapting to fast change complex business challenges. Recognized as driven, dedicated and hardworking leader, streamlining operations and increasing results. Distinguished for exceptional performance, administrative strengths and program management abilities.

Accomplishments
  • Collaborated with team of management in the development of multiple projects including CDC-INFO and IRS SPSC.
  • Used Microsoft Excel to develop metrics, and attendance tracker.
  • Achieved recognition from multiple Program Directors, And Senior Managers through effectively helping with any delegated task.
  • Received numerous Employee evaluations with exceeding performance expectation reviews.
  • Received a bonus Merit for outstanding loyalty and accomplishments.
Skills
  • Performance monitoring utilizing KPIs and analyzing patterns.
  • Training, Coaching, Development and Mentoring
  • Effective leader
  • Conflict Resolution
  • Processes and Procedures
  • AWS experience
  • Microsoft Office proficiency
  • Proficient in Genesys/Purecloud, Workday, Sharepoint and Teams
  • Remote Learning through Teams and zoom and Adobe Connect
  • Project implementation
  • Employment law knowledge
  • Adult learning theories
  • VMWare software proficiency
Work History
05/2020 to Current
Supervisor Tulalip Casino Inc Tulalip, WA,
  • Supervised teams of over 20 agents. Consistently leading by example for best-in-class overall performance.
  • Promoted positive customer experience through day-to-day supervision and management of Job aids and other resources usage.
  • Recognized monthly for performance including top Quality.
  • Trained and coordinated on-boarding with new employees on proper protocols and customer service standards including supervisors.
  • Eased team transitions and new employee orientation through effective training and development to maximize team productivity.
  • Conducted root cause analysis to observe each employee's individual strengths and initiated on the job training program to improve areas of weakness.
  • Informed Management of call avoidance and non performance indicators for assistance and remediation.
  • Selected to help train agents and supervisors on program as a special project.
  • Assist direct reports with escalated issues or cases as needed, and Followed up on customer complaints.
  • Created spreadsheets using Microsoft Excel for daily, weekly and monthly metric reporting of Quality, Adherence and Attendance.
  • Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources
  • Evaluate staff performance concerns and conduct annual evaluations with employees to identify causes and impacts, and work closely with Human Resources to resolve issues.
  • Provide support and identify training needs and development opportunities through weekly coaching sessions with direct reports
03/2020 to 05/2020
Supervisor Tulalip Casino Inc Tulalip, WA,
  • CDC - Info line, Supervisor for Agents, and for written correspondence.
  • Trained CSR's on content based information for the CDC.
  • Helped start work at home program.
  • Helped build Call center from ground up.
  • 15 Agents for telephone.
  • 11 Correspondence agents.
  • Coached on correct call handling, AUX time, ACW, log in and log outs, standard policies, procedures and best practices.
  • Investigated callers' problems and found solutions.
  • Analyze data and statistics.
  • Compiled and printed reports on overall customer satisfaction.
  • Isolated and identified areas of improvement.
  • Helped troubleshoot phone systems.
  • Trained in CMS supervisor.
09/2017 to 12/2018
Lead Customer Service Agent Ecolab Inc. South Bend, IN,
  • Planned schedules and workflows based on expected customer demands.
  • Helped operators handle incoming calls and managed escalated needs with targeted resolutions.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Greeted passengers, assisted with carry-on baggage stowage, and delivered onboard announcements.
  • Prepared customer invoices, accepted payments and processed refund and cancellation requests.
  • Arranged for group hotel bookings in collaboration with sales department for weddings and special events.
  • Processed order transactions and provided customers with detailed itineraries, tickets and receipts.
  • Followed-up on will-call orders to verify attendance and contacted previous or cancellation list customers to fill available or newly opened spaces.
10/2015 to 09/2017
Manager /Lead Photographer JCPenney Portrait Studio City, STATE,
  • Photographed high-quality images for various print and digital projects.
  • Determined and adjusted subject position, props and lighting equipment while selecting camera angles to optimize final product.
  • Performed advanced computer processing of images for assignments.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
  • Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
  • Updated operational methods, oversaw accounting procedures, tracked information and compiled data to improve efficiency.
  • Developed and initiated projects, managed costs, and monitored performance.
  • Completed assignments ahead of deadline.
  • Adhered to industry practices, company standards and safety protocols in work.
  • Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
  • Devised processes to boost long-term business success and increase profit levels.
Education
Expected in 2001
GED: General studies
Hawkeye Community College - Waterloo, IA
GPA:
Willing to relocate: Anywhere
Additional Information
  • Willing to relocate: Anywhere, Authorized to work in the US for any employer

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School Attended

  • Hawkeye Community College

Job Titles Held:

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  • Supervisor
  • Lead Customer Service Agent
  • Manager /Lead Photographer

Degrees

  • GED

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