Customer Service Supervisor

James Calvin Matthews

*** ***** ****** ***#***

Clarksville, TN 37040

931-***-**** **********@*****.***

CAREER OBJECTIVE

I am looking for a quality and customer experience coaching manager position that will

allow me to use my solid organizational, communication, and time management skills

continue coaching and impact fellow colleagues and managers. I have 7+ years of

team leadership experience and strong academic training.

Technical Support • Employee Training & Development

•

Troubleshooting • Project & Team Leadership

•

Conflict Resolution & Problem Solving • Microsoft Office (Excel, Word, &

•

PowerPoint)

Customer Service

•

Sales • Account Management

•

• Billing

Supervisor Training

•

EDUCATION BACKGROUND

BACHELOR OF SCIENCE- PUBLIC MANAGEMENT

Austin Peay State University

MASTER OF BUSINESS ADMINISTRATION May 2013 -

May 2015

Bethel University

RELEVANT EXPERIENCE

AGERO October 2012-

Present

Clarksville, TN

Interim Supervisor May 2013-

Present

• Stand in for supervisor when absent

• One on one coaching with agents

• Update quick base interactions

• Update Kronos punches and approve time cards weekly

State Farm Dedicated Mentor

April 2013- Present

• Monitor 4 calls monthly for quality purposes for 20 agents

• Take escalations for upset customers

• Follow up with customers for poor CSI calls

• Support agents with questions

Coach November 2012-

April 2013

• Partnered for success with team of 12 to 20 agents.

• Performed side by side monitors for quality purposes.

• One on one coaching that we discuss monitored calls and set goals.

James C. Matthews 931-***-****

• Input side by side monitors into impact 360.

Response Specialist October 2012-

November 2012

• Dispatching service providers or emergency personnel to assist customers who

are stranded.

• Exceeded all metrics and goals as an agent.

CONVERGYS June 2006 – October 2012

Clarksville, TN

Resolution Specialist

• First line for supervisor support

• Provided assistance for agents in over 6 sites usually ranging between 250 to

1000 agents in each with questions, escalations, and complaints.

• 75% of all calls were question or escalations

Point of Contact

• Direct contact for 5 to 6 coaches

• Assigned coach’s daily task ranging from side by side coaching, computer

coaching, or answering questions.

• Liaison between production floor and training department.

Transition Coach

• Working with new employees to ensure knowledge of the AT&T product before

going to the customer care production floor.

• Classes consist of 20 agents for four weeks

• Giving presentations during daily team briefings to reinforce policies and

procedures

• Direct interaction with other Transition Coaches to make sure briefings are

scheduled and all information is provided to the employees as needed.

• Performing side by side monitoring evaluations for quality purposes and

coaching the employee to provide feedback of the call. This includes

recognition and areas of opportunity.

• Walking the Transition employee area to answer questions as needed, and also

answering questions through Quick Connect.(Convergys Chat Program)

• Recognizing knowledge gaps in employees and strategizing how to correct

those gaps.

SKILLS

• Avaya

• CSI (Customer Survey Index)

• FCR (First Call Resolution)

• Quality

• Attendance, Adherence & Conformance

• Customer Advocate

Reference upon request

James C. Matthews 931-***-****

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