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Tier 2 Supervisor Resume Example

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TIER 2 SUPERVISOR
Summary

i have worked in customer service for 30 years. Qualified Customer Service Supervisor in tier 1 and tier 2, offering a record of successful job performance, proven problem solving ability and experience developing and implementing innovative solutions.

Highlights
  • Training manual contributor
  • Strong problem solving ability
  • Customer service Leadership expertise

  • Call center Leadership experience
  • High customer service standards
  • Team management
  • Focused on customer satisfaction
  • Talent development
  • Training and development
  • Deadline-oriented
Accomplishments

i Played an instrumental role in implementing and building tier 2 in the Omaha COE.

successfully interviewed and on boarded over 45 new tier 2 agentsin a year and a half.

i only had one involuntary terminations and zero voluntary terminations in the first year and a half of tier 2 in the Omaha COE.

i helped to develop training materials and curriculum for all new hires in tier 2.

i have personally on boarded all new tier 2 agents in tier 2. i have visited and maintained relationships with all new hires .

i gained tool access for all new hires in tier 2.

Experience
Tier 2 Supervisor, 05/2013 - CurrentTesla - Sunnyvale , CA

I have been instrumental in the hiring and on boarding and development of all tier 2 Representatives .

I have been instrumental in thew creation of training and curriculum for the tier 2 on boarding process.

I am instrumental in gaining all tool access for tier 2 agents.

I coached and trained to all metrics and Behaviors.

To help my team be ready for their next step in their Cox careers 

I was part of the work stream for tier 2 during the transformation.

As a tier 2 supervisor i worked with the new product teams out of Atlanta to help evaluate and develop tools and processes for contour 2.




tier 1 technical support supervisor, 01/2012 - 06/2013Cox Communications - City , STATE

Interview and on board and develop tier 1 technical support representatives.

coach and develop tenured Tier 1 technical support representatives.

create a fun and exciting team environment to work in.

To help my team be ready for their next step in their Cox careers

Tier 1 Technical support representative/mentor, 04/2006 - 01/2012Cox Communications - City , STATE

Technical support for Telephone, internet, and Cable Television.

Adding sales while offering professional tech support for all services.

Training new hires to trouble shoot cable, telephone and internet services.

Facilitating any additional training need training needed,

One on one coaching for behaviors that will lead to success

Call monitoring for quality, and coaching to behaviors

Customer support (Earthlink), 06/2005 - 03/2006West Corporation - City , STATE

Technical support for internet customers; dial up, dsl, cable and satellite support.

Customer service, to all customers.

also offering services that the customer has not already signed up for, for example voip, Norton anti-virus, and any other value added services available.

Store Leader, 01/2002 - 06/2005Hastings Entertainment - City , STATE

Managed and developed a team of 40 employees, Including 4 department Managers.

Trained all new associates, in all aspects of store operations.

Maintained quality guest service using creative problem solving while maintaining corporate standards.

Initiated and developed contests and incentives for Guests and employees to drive sales.

Managed and the entire operation of the store from front to back, including cash handling, inventory control, loss prevention, and Keeping controllable costs within corporate guidelines.

Translated English to Spanish for those customers whose first language was Spanish.

Furst Group-Fremont, NE. 1997-1999

Education
2002University of Nebraska at OmahaI pursued a degree in Secondary Education with a concentration in the social sciences.
1984Fremont senior high - City, StateDiploma
Interests
Student Taught 6 weeks at Benson Junior high school. Was Student teacher at Belvedere middle school for one semester, in the resource room.
Additional Information
  • Student Taught 6 weeks at Benson Junior high school.

  • Was Student teacher at Belvedere middle school for one semester, in the resource room.
  • i have served on the heartland pride executive Board
  • i have been on the diversity counsel 2 times, first time on the community Pillar, currently on the supply Pillar.
  • i have volunteered and coordinated cox communications involvement in the Pride Parade for 3 years.
  • i have volunteered several times with the boys and girts club, and have coordinated events so my team could volunteer as well.
Skills
Cable, call center, cash handling, Coaching, counseling, creative problem solving, Customer service, dsl, English, internet services, inventory control, loss prevention, mediation, Norton anti-virus, quality, safety, sales, script, Spanish, Technical support, tech support, Telephone, phone, Television, voip
Build Your Own Now

DISCLAIMER

Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

How this resume score could be improved?

Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:

71Average
Resume Strength
  • Completeness
  • Formatting
  • Word choice
  • Measurable results
  • Strong summary
  • Clear contact info
  • Typos

Resume Overview

School Attended

  • University of Nebraska at Omaha
  • Fremont senior high

Job Titles Held:

  • Tier 2 Supervisor
  • tier 1 technical support supervisor
  • Tier 1 Technical support representative/mentor
  • Customer support (Earthlink)
  • Store Leader

Degrees


  • Diploma

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