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supervisor of customer service resume example with 16+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
Summary

Motivated, dedicated and meticulous Office Manager with a lifetime of customer service experience and 2 years in management. Versatile Customer Service Supervisor with financial, business and operational expertise. Overseeing wide variety of essential day-to-day operational functions. Successfully assist various offices, staff and customers delivering support and team leadership. Excelling at prioritizing, completing multiple tasks simultaneously, and following through to achieve project goals. Driven to exceed expectations offering expertise in resolving issues within set time limits to maximize customer satisfaction, building customer loyalty and generating repeat business opportunities. Recognized and documented history leading teams to achieve results for exceptional customer service with team collaboration. effectively enforcing company standards, employment regulations and best work practices. Streamlining service procedures and maximizing team efficiency while maintaining a safe work environment. Dedicated to satisfying customers, judgment in balancing customer, employee and company objectives and maintain quality in all aspects of management.

Skills
  • Delivery service software
  • Product and service software development
  • Skilled multi-tasker
  • Exceptional customer service skills
  • Knowledge of customer service standards.
  • Training and coaching skills
  • Motivational leadership style
  • Efficient in Microsoft Word, Excell and PowerPoint
Experience
Supervisor of Customer Service, 05/2018 to Current
Wea TrustMadison, WI,
  • Manage daily operations and processes, including delivery and collection of mail, window service activities within the post office station and detached units.
  • Analyze delivery and retail operations through data analytics and computer models. Preparing daily documentation reports and logs to manage sales and delivery to reduce and identify accountability with areas of improvement.
  • Supervise carrier activities; evaluate workload and make carrier and route assignments.
  • Organize effective shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
  • Coordinate work with employees by offering clear direction and expectations with motivational leadership to help employees pursue optimal paths for achieving each task.
  • Coach staff on strategies to enhance performance and improve customer relations by reviewing customer interactions and activity reports to identify and address concerns.
  • Observe, access and correct unsafe work practices insure all safety protocols are being followed to prevent accidents, misuse of equipment and data. Providing comprehensive training to all that is not in compliance.
  • Maintain files and records to help management enhance plans and make key operational decisions to improve productivity.
  • Engage directly with customers both online and in person answering customer requests with friendly, knowledgeable service and support to meet organizational objectives and drive customer satisfaction ratings by resolving complaints quickly.
  • Monitor daily activities of customer service team providing supervision, scheduling, counseling, guidance and encouragement to optimize productivity and ensure employees performance is to standards.
  • Resolve and Insure accuracy by identifying discrepancies, mentoring new employees and giving constructive feedback through service talks to all employees to increase understanding of job duties.
  • Interface with various departments, including upper management and operations. Communicating effectively using active listening, open-ended questioning and appropriate responses.
  • Established positive rapport with team members to maintain positive and successful work environment.
Carrier Technician, 07/2013 to 05/2018
Trihealth, Inc.Fairfield, OH,
  • Completed all delegated tasks, including sort, organize and deliver all class of mail, spurs,and parcels on various routes within five stations.
  • Delivered to customer locations being able to distinguished and memorized names, streets, and addresses of delivery customers to insure accuracy.
  • Collaborated with others to discuss optimal solutions due to mail volume, vacant routes and scheduling issues with the ability to adjust to change while working proficiently to support office needs.
  • Improved new carriers skills by assisting them with casing, separating and preparing mail for truck drivers to relay for delivery, explaining points of delivery and scans with a writen route description.
  • Learned and upheld all safety protocols by inspecting all vehicles that were assigned to me, Preforming proper dismount procedures, using equipment properly, kept my work area clean and wearing proper foot wear.
  • Knowledge of electronic scan device to deliver parcels, slugs and accountable mail to customers daily using time management skills to complete all tasks efficiently and safely.
  • Responsible for out going mail collected from customers including collections boxes that are time based.
  • Provided excellent service and attention to customers when face-to-face at point of delivery by helping them with forms and information as needed using my knowledge of postal policies and regulations.
  • Supported and attended departmental meetings, providing feedback to enhance future performance of all carrier to improve operations by working with team members, supervisors and customer to find workable solutions.
Administrative Secretary, 01/2005 to 04/2013
R&G Brenner Tax Centers Inc.City, STATE,
  • Opened office and maintained a clean and organized reception area to offer positive first impression to every visitor.
  • Met incoming customers with professional approach and provided friendly, knowledgeable assistance.
  • Contacted customers via phone and email to follow up with inquiries, set up and confirm appointments.
  • Scheduled appointments using time management skills to reduce wait time.
  • Collaborated with tax preparer in meetings, taking meticulous notes to address needs and concerns.
  • Responded to telephone inquiries from clients in regards to their tax preparations asked appropriate questions to determine and delivered information to inform and educate callers.
  • Routed calls and correspondence appropriately to promote timely communication.
  • Managed and anticipated clerical needs of company employees, including copying, faxing and file management.
  • Collected and entered clients tax documents into company database and updated details, including customer contacts and personal information to insure everything is current.
  • Organized and maintained physical and electronic filing systems to manage all clients information.
  • Recieved payments via debit, credit, check or cash providing them with a receipt and attaching a copy of receipt to their folder as proof of payment.
  • Maintained office supplies inventory by checking stock and ordering new supplies as needed.
  • Generated shipment invoices daily to send out clients tax returns to our main office with courier.
  • Processed incoming mail and packages and handled the information according to the policy and procedure.
  • Sorted and distributed all correspondence that needed immediate assistance to correct department or staff member, reducing dropped communications and enabling faster responses to key requests.
  • Responded to clients concerns quickly by using my communication skills to providing a resolution and excellent customer service.
  • Researched status of clients tax return obtaining relevant data to give an updates to clients when needed.
  • Received check list daily to print and contacted clients when their checks were available for pick up.
Education and Training
GED: , Expected in 08/2012
GED Testing Center - New York, NY,
GPA:
  • Studied for test at home in-between working
  • Called and scheduled a test date
  • Prompt and prepared on testing day
  • Completed and pasted test on my first attempt.
: Business Administration, Expected in 04/2006
Westchester Institute-Computers - New Rochelle, NY,
GPA:
  • Completed and recieved certifacate for professional development in Computer Skills
  • Knowledge of different computer software's
  • Efficient in Microsoft Word, Excell, and PowerPoint
  • Ability to create webpage using different outlets

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Resume Overview

School Attended

  • GED Testing Center
  • Westchester Institute-Computers

Job Titles Held:

  • Supervisor of Customer Service
  • Carrier Technician
  • Administrative Secretary

Degrees

  • GED

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