supervisor of customer services resume example with 20+ years of experience
JessicaClaire
, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Summary
High-achieving Customer Service professional with supervisory experience and expertise in supporting your business's needs. Earnest in helping each person with knowledgeable, speedy assistance. Adeptly balances performance targets and business objectives.
Skills
Cross-functional collaboration
Proficient in MICROSOFT PRODUCTS
Schedule coordination
Training
Scheduling and calendar management
Accounts payable and receivable
Data entry
Research ability
Customer Service
Workforce Management
Account management
Training programs
Expertise in sales
Experience
06/1994 to 09/2021Supervisor of Customer ServicesIconma, L.L.C. | Herndon, VA,
Maintained knowledge of company products and services to promptly resolve complaints and concerns.
Assisted staff with resolving complex customer issues and implementing targeted solutions.
Assessed team member performances by delivering one-on-one coaching to promote better service.
Created training manuals targeted at resolving simple and difficult customer issues.
Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
Assessed departmental operations to determine areas for customer service improvement and support.
Reviewed customer interactions and activity reports to identify and address concerns.
Evaluated employee job performance and motivated staff to improve productivity.
Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
Addressed customer inquiries to increase customer satisfaction ratings.
Set clear expectations and helped employees pursue optimal paths for achieving each target.
Evaluated and authenticated returns, exchanges and voids.
Interviewed, hired and trained new quality-focused customer service representatives.
Delivered continuous training to associates to maximize performance and customer relations skills.
Responded to in-person and online customers to improve company customer service ratings.
Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
Enhanced customer service procedures and policies to improve support structures company-wide and boost customer satisfaction.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
02/2012 to 01/2015Acting Manager of Customer ServiceAmentum | Las Vegas, NV,
Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
Upheld strict quality control policies and procedures during customer interactions.
Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Reviewed customer account information to determine current issues and potential solutions.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Maintained knowledge of company products and services to promptly resolve complaints and concerns.
Assisted staff with resolving complex customer issues and implementing targeted solutions.
Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
Assisted customers in making payments on accounts and setting up payment plans.
Evaluated and authenticated returns, exchanges and voids.
Interviewed, hired and trained new quality-focused customer service representatives.
Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
Delivered continuous training to associates to maximize performance and customer relations skills.
Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback.
Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages.
Addressed and mitigated escalated situations to meet organizational objectives and drive customer satisfaction ratings.
Assessed departmental operations to determine areas for customer service improvement and support.
Created training manuals targeted at resolving simple and difficult customer issues.
Enhanced customer service procedures and policies to improve support structures company-wide and boost customer satisfaction.
Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
Responded to in-person and online customers to improve company customer service ratings.
Evaluated employee job performance and motivated staff to improve productivity.
Recommended improvements to products and services to mitigate complaints.
Created order management system for sales and customer service personnel to improve client experience.
Supported operational improvements and resolution of problems to deliver top-notch customer service.
03/1988 to 06/1994Administrative AssistantAT&T LONG DISTANCE SERVICES | City, STATE,
Organized and maintained filing and document management systems by coordinating, archiving and purging files.
Handled management of communication to executives by taking and making telephone calls, reviewing and prioritizing mail and composing and typing correspondence.
Updated details in company database by keying in customer contacts and delivery dates.
Maintained inventory in supply closet to prevent shortages.
Developed administrative processes to achieve organizational objectives and improve office efficiency.
Coordinated project materials by managing physical and digital files, monitoring spreadsheets and updating reports.
Directed customer communication to appropriate department personnel.
Monitored attendance records by taking note of staff vacation time, sick days and personal days.
Prepared packages for shipment by generating packing slips and setting up courier deliveries.
Arranged travel and hotel accommodations for international and domestic business meetings and trips.
Planned events and department activities by acquiring venues, developing guest lists and organizing catering services.
Reviewed and suggested improvements for interoffice correspondence, reports and presentations.
Liaised with senior and executive administrative assistants to handle requests and queries from senior managers.
Managed scheduling for staff, monitoring resource allocation to provide optimal coverage and service.
Verified operation of office equipment by completing preventive maintenance requirements and calling for repairs.
06/1983 to 06/1987Helicopter MechanicUn | City, STATE,
Followed safety protocols while troubleshooting, inspecting and performing repairs.
Completed repair and maintenance work to meet aviation regulations and standards.
Maintained records of inspections, maintenance and repairs performed.
Performed maintenance and repairs on various aircraft including ch55AD and ch53E helicopters.
Executed corrosion control and inspection duties with minimal supervision.
Education and Training
Expected in 06/2012 to to Associate of Science | PsychologyUniversity of Phoenix, Tempe, AZGPA:
Expected in 06/1982 to to High School Diploma | Plainfield High School, Plainfield, NJGPA:
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