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Customer Service Supervisor Resume
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| Desired Industry: Customer Service/Technical Support |
SpiderID: 15861 |
| Desired Job Location: Martinsburg, WV, West Virginia |
Date Posted: 9/26/2007 |
| Type of Position: Full-Time Permanent |
Availability Date: 10/01/2007 |
| Desired Wage: 40000 |
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U.S. Work Authorization: Yes |
| Job Level: Experienced with over 2 years experience |
Willing to Travel: Yes, 25-50% |
| Highest Degree Attained: High School/Equivalent |
Willing to Relocate: No |
Objective:
I am a highly creative, goal-oriented professional with solid management experience in the technology environment. I have been a supervisor in customer service for approximately 6 years. I have worked to develop my leadership abilities which have been an asset to me by helping my companies to meet center objectives and come in under budget for many years. Executive level escalations have been my strength for the past 2 years. With information gathered from these escalations I have been involved with many project teams whose goal is to make the customer experience better. It is my goal to grow my skills by applying and expanding my knowledge base to ensure company objectives are met.
Experience:
Client Account Manager – Intelitarget, Winchester, VA 08/2007-Present
*Quailfy Sales calls
*Appointments for sales calls
Data Entry - Campus Tech, Inc, - Sparks Staffing, Leesburg, VA 05/2007-08/2007
*Process credit cards for orders.
*Call customers to procure other means of payment.
*Filing of completed orders.
*Process orders with software vendors.
Coaching Supervisor - Inbound Billing Coaches, Aerotek Commercial Staffing, Martinsburg, WV 06/06-12/2006
*Effectively managed cross-functional team of 60-70 Customer Service Representatives for billing & account maintenance service with responsibilities including staffing, coaching, development and quality assurance.
*Handled Performance Development, Assessment & Appraisal Management for staff of 8.
*Responsible for ensuring success of call center goals, metrics, objectives and people, making sure to meet/exceed center metrics/goals for AHT (Average Handle Time) and ASA (Average Speed of Answer).
*Facilitated/attended weekly Leadership Team meetings, engaged in planning and development of the center and center activities.
*Assisted Call Center Manager on an as needed basis.
*Created and distributed policies, procedures and responsibilities.
Coach/Team Leader-Customer Advocacy Team, Verizon Online DSL, Martinsburg, WV 06/04-05/06
*Effectively managed a team of approximately 30 Customer Service Representatives handling approximately 3,000 escalated billing, order and provisioning issues per week for Verizon Online DSL customers. Team is responsible for resolving approximately 2/3 of these customer issues to reduce customer calls and executive escalations, as well as provide quality customer service.
*Managed volume and workload to support various offline projects such as credit approvals, disconnects in error and speed upgrades as well as inbound call coverage.
*Collaborated with 6 other Team Leads to assess multiple projects when determining additional work requests and managing results to make personnel adjustments.
*Successfully over saw and managed the completion of multiple projects to improve efficiencies and customer service.
*Acted as TIPS(Team Improvement Process Support)Liaison for Martinsburg VOLBSSC with New York TIPS Observations Team.
*Handled Performance Development, Assessment & Appraisal Management for 30 Customer Service Representatives as well as 2 Verizon SME's (Subject Matter Experts).
*Handled approximately 40 Customer Escalations weekly ensuring customer satisfaction.
*Assisted Call Center Manager on an as needed basis.
*Creation and distribution of policies, procedures and responsibilities.
*Managed $2,000 monthly recognition budget for team incentives and special recognition activities.
*Controlled and evaluated call center metrics to meet daily-required statistics such as AHT (Average Handle Time) and ASA (Average Speed of Answer).
Coach/Team Lead Inbound Billing, Verizon Online DSL, Martinsburg, WV 05/01-06/04
*Effectively managed cross-functional team of 25 Customer Service Representatives for billing & account maintenance service with responsibilities including staffing, coaching, development and quality assurance.
*Responsible for ensuring success of call center goals, metrics, objectives and people, making sure to meet/exceed center metrics/goals for AHT (Average Handle Time) and ASA (Average Speed of Answer).
*Acted as TIPS(Team Improvement Process Support)Liaison for Martinsburg VOLBSSC with New York TIPS Observations.
*Handled Performance Development, Assessment & Appraisal Management for 30 Customer Service Representatives as well as 2 Verizon SME's (Subject Matter Experts).
*Performed monthly call center representatives? performance observations and provided feedback within 24 hours of observation.
*Performed daily feedback/coaching to representatives on process and customer issues.
*Handled Customer Escalations ensuring customer satisfaction.
*Facilitated/attended weekly Leadership Team meetings, engaged in planning and development of the center and center activities.
*Assisted Call Center Manager on an as needed basis.
*Created and distributed policies, procedures and responsibilities.
Trainer, Verizon Online DSL, Martinsburg, WV 05/00-05/01
*Trained over 300 new hire contractors in processes, procedures and tools to handle inbound billing inquiries.
*Created and distributed policies, procedures and responsibilities as necessary.
*Developed and presented training material for new processes/procedures.
*Maintained a Trainers working knowledge of all call center systems.
*Maintained a working knowledge of Word, Excel and PowerPoint.
Call Center Service Consultant, Verizon Online DSL, Martinsburg, WV 10/96-5/00
*Weekend Shift Lead (Supervisor) - Supervised all call center activities on weekends.
*Daily Shift Lead Walker - Developed the position to help supervise daily call center activities and support inbound consultants on process and service questions.
*Handled monthly Credit Card Collections (VOL and Video).
*Pre-qualification of incoming sales calls for sales leads.
*Worked with updating NPA-NXX tool so representatives would have access to the most recent customer qualification details.
*Assisted with blocking phone numbers and credit cards at customer request.
*Answered customer calls as necessary.
*Operated all customer facing systems with ease.
*Maintained a working knowledge of Word, Excel and PowerPoint.
Administrative Assistant, Trust Department, F & M Bank-Winchester, VA 10/88-08/96
*Assisted Administrators with establishment of bank accounts.
*Administered 20 accounts with market value of $800,000.00.
*Tabulated and posted data to accounts on computer.
*Prepared and issued checks on accounts, accepted payments from customers and made deposits.
*Prepared securities for transfer to depositories.
*Effectively supervised and worked all areas of the Operations Department.
*Managed/coordinated the conversion of the Trust Department to computer operation.
*Maintained a working knowledge of all customer facing systems.
Education:
American Institute of Banking Graduate Courses - College Credits
Cannon Trust Technical/Trade School Certified Trust Specialist
Graduate Musselman High School
Skills:
Training Certificate for Business Writing for Results
Training Certificate for Microsoft Excel
Completion Certificate from the Conference for Women
Completion Certificate for Learning Microsoft PowerPoint 97
Conducting Meetings: Effective Meeting Communication Connecting Through Integrity-Code of Business Conduct
Coaching and the People Issues
Reference:
Sauny Winstead
Martinsburg, WV
304-270-0597
Jim Battaglia
Pittsburgh, PA
412-398-1289
Lesa Rodrigues
Martinsburg, WV
304-279-9091
Candidate Contact Information:
This candidate has chosen not to make contact information available on this page.
Click "Contact Candidate" to send this candidate a response. |
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