supervisory positions resume example with 20+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK Home: (555) 432-1000 - Cell: - resumesample@example.com - : - -
Professional Summary
Experienced financial shared services and administration professional with thirty years of experience in overseeing wide variety of essential functions in bustling business. Analytical in optimizing productivity, efficiency and service quality across various offices within diverse environments. Highly organized with strengths in prioritizing tasks and managing deadlines.
Skills
Customer service
Conflict Resolution
Staff Management
Processes and Procedures
Leadership
Operations management
Complaint Resolution / Problem Analysis
Inter-department collaboration
Operations support
Systems Analysis
Teamwork
Quality assurance
Strong Analytical Skills
Performance testing
Work History
08/1989 to 04/2020
Supervisory PositionsSpectrum – Lima, OH,
Trained, coached and motivated staff to maintain high performance levels.
Maintained compliance with company policies, objectives and communication goals.
Positioned as primary liaison to streamline operations of multiple lines of business within organization.
Provided supportive link between external customers and internal operations.
Performed evaluations and reviews for ten employees.
Worked with management team to implement proper division of responsibilities.
Conducted scheduled and impromptu evaluations to assess work performance.
Set and managed schedules to give proper coverage to required areas and meet customer service demands.
Identified individual employee's unique work styles and adapted management methods.
Prepared and managed work schedules, vacation and sick time accurately.
Audited and documented all processes and procedures for new accounts department.
Measured team performance and reported metrics to leadership team members.
Monitored employee performance and provided coaching and constructive guidance to address areas of concern.
Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
The role of Supervisor, Franchise Accounting was added to responsibilities.
Additional responsibilities for this function included recording of various Franchise fees and revenue for North America and Latin America franchise locations.
Monitor accuracy and timeliness of all charges and credits between Hertz Corporate and Franchise systems., Direct Supervisor for 10-15 phone representatives, indirect supervisor for additional 50 representatives.
Handled customer service phone calls ranging from copy requests to billing disputes of rental charges.
Responsible for assisting in resolution of billing disputes as well as tracking phone call duration and agent availability., Supervised staff of 6-7 clerical employees.
Primary responsible for research and response to customer inquiries and disputes regarding their personal charge card accounts.
Also handled small, corporate account billing disputes.
Processed adjustments as necessary., Supervised staff of five (5) clerical/data entry clerks.
Responsible for setting up and maintaining customer information into frequent customer database.
Also responsible for setting up, maintaining and issuing in-house charge card accounts for individual customers and companies.
11/1999 to
Supervisor/Project LeaderBlack Knight Financial Technology Solutions – San Francisco, CA,
Primary responsibility was to assist in problem analysis/resolution and to monitor processing of automated revenue transactions received from both corporate and Franchise field rental systems.
Performed QA testing of revenue recording online systems in conjunction with changes in other supported applications including various counter systems and downstream systems.
Monitored, prepared and tested MIS Service Requests priorities to implement and refine system edits changes.
Coordinated system- edits changes with other corporate applications as well as 3rd party, Franchise systems.
Ensured requirements for IT Security, Sarbane-Oxly and Disaster Recovery were met.
Performed independent analysis and provided recommendations to overcome project obstacles.
Defined responsibilities and roles of team members.
Managed risk, investigated solutions and established project recovery plans.
Aligned with staff members to develop, identify and achieve assigned goals and initiatives.
Provided team with coaching and direction.
11/1998 to 12/1999
Trainer - Billing Information CenterNcr Corporation – Carlsbad, NM,
Responsible for training of new customer service agents on policies, procedures and processes of rental car transactions.
Consolidated existing 10-12 week training process down to 6-8 week process.
Strategically formalized training to include on-site visits to both the Reservation Center and an actual Airport renting facility so that Agents could see the process a customer/renter went thru in order to better facilitate responding and handling customer disputes of their rental charges.
Created and offered additional materials to enhance training.
08/1996 to 06/1998
Supervisor, Customer ServiceHertz Corporation – City, STATE,
Monitored daily activities of customer service team, providing guidance and encouragement to optimize productivity.
Addressed customer inquiries to increase customer satisfaction ratings.
Direct supervision of ten (10) phone representatives and indirect supervision of additional fifty (50) representatives.
Evaluated employee job performance and motivated staff to improve productivity.
Oversaw and assessed customer service staff activities, providing personnel with regular performance-related feedback.
03/1995 to 08/1996
SupervisorHertz Corporation – City, STATE,
Assisted customers with invoice questions, special invoicing, reporting, corrections and write-offs and resolved customer issues discovered during invoicing and collection process.
Processed and sent monthly invoices to customers on standard billing cycle, including adjustments, credit memos and corrections.
08/1993 to 03/1995
Customer Support SupervisorHertz Corporation – City, STATE,
Supervised staff of five (5) clerical/data entry clerks.
Responsible for recording customer information.
Responsible for set up, maintenance and issuing of in-house charge card accounts to individuals and corporate accounts.
08/1991 to 10/1993
Staff Auditor - Internal Audit DepartmentHertz Corporation – City, STATE,
Performed procedural audits of operational areas to check compliance throughout North America
Assisted in Year End audits as needed.
Assessed potential risks, evaluated controls and conducted compliance testing.
Determined and detailed gaps in process, procedure and system controls.
Met with business leaders and owners to discuss audits and findings.
08/1989 to 08/1991
Helpdesk RepresentativeHertz Corporation – City, STATE,
Recorded complaints, product deficiencies and other customer documentation in system.
Assisted customers with instructional support and product troubleshooting.
Opened service tickets for clients, documenting user information and description of problem.
Resolved Level 1 technical issues with software, hardware and peripherals.
Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
Education
Expected in 12/1984 to to
Bachelor of Science: Business Administration - Management Science Oklahoma State University - Stillwater, OK GPA: Status -
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