Customer Service Supervisor
Resume:
CHARYL FOLDS-GABBARD
Bean Station, TN 37708
*************@*****.***
Career Objective
Progressive position utilizing strong team building and customer service background, in a
market driven organization.
Summary of Qualifications
Excellent human relations skills.
Consistent and fair when resolving employee concerns.
Superior ability to conduct and coordinate meetings.
Proven ability to stay composed when faced with multiple tasks.
Professional Work Experience
UNITED PARCEL SERVICE (UPS) Dayton, Ohio 2004-12/03/12
Program Management, Supervisor – Customer Solutions (May 2010 – Dec 2012)
Handle daily contact with large customers to ensure consistent service is provided and all
metrics are managed in accordance with the customer contract.
Present monthly evaluations on the overall state of the business to executive leadership
Supervisor, Training - Customer Solutions (2007-May 2010)
Work with training mangers throughout the US to develop and present training.
Administrator of Global Solutions Training (GST) website and SkillPort website for
Customer Solutions department.
Supervisor, Training - Program Management (2004-2007)
Developed and presented training to meet the needs of the Program Management
department.
Worked closely with the department VP in creating training specific to this department.
EMERY WORLDWIDE (Menlo) Dayton, Ohio 1996-2004
Supervisor, Transportation & Logistics (1998-2004)
Supervise account specialists who provide customer data and analysis on service metrics
for large customer accounts.
Develop management reports to meet each customer’s specific contractual and
operational needs.
Track daily and monthly results providing written documentation including graphs and
charts.
Prepare and present work reviews to all associates
Determine pay increases for personnel within yearly budget.
Specialist/Executive Assistant, Dayton Hub (1996-1998)
Assist Vice President in daily tasks as well as making travel and meeting arrangements.
Compile daily budget information pertaining to cost of operation ($120M - 3,400
employees).
Assist in preparing monthly forecasts for employee and equipment costs associated with
the operation.
CHARYL FOLDS-GABBARD
AMERITECH (INDIANA BELL) Indianapolis, Indiana
Supervisor, Network Service Order Provisioning (1993-1994)
Managed requests for service from residential, business, and carrier accounts. Directed 17
employees who provided cable and pair assignments.
Implemented a new system to distribute calls throughout the state to enhance efficiency.
Facilitated team building sessions and implemented self-directed work teams.
Introduced a new program (Parameter) used to measure call-handling time for incoming and outgoing
calls while improving productivity levels.
Assessed employee performance levels and determined developmental solutions.
Supervisor, Consumer Sales and Service Center (1992-1993)
Supervised and coached 20 sales/service representatives who handled the residential market.
Motivated and challenged Muncie, Indiana, residence office staff to become the top revenue producer
for 1993.
Developed, analyzed, and tracked improvement plans to increase employee productivity.
Led problem identification and resolution efforts for customer satisfaction.
Served as Quality team Advisor for the department.
Staff Associate, Carrier Services (1988-1992)
Developed methods and procedures and handbook information for billing issues, packet
switching and CABS On-Line for the ICSC.
Provided tariff interpretations, actively participated in Product Team meetings, and represented
Indiana on regionally shared projects.
Team Leader for FOS (Future Optimum State) with AT&T and the five Ameritech Operating
Companies, a special regional quality project, the first of its kind within Ameritech.
Education
University of Phoenix Completed half of the courses required for a
BS degree in Business Admin
St. Mary of the Woods College Terre Haute, Indiana
Organizations
American Business Women’s Association 2007 – present
2011-2013 – Chapter President
2009-2011 – Chapter Vice President
2008-2010 - Chapter Chair – Publicity
City of Vandalia, Ohio Human Relations Commission
term 2008 – 2011
Smith Middle School PTA 2009-2010
Tipp City Jaycees 1996-1998
Volunteer
St. Vincent’s Homeless Shelter, Dayton
Carriage Hill Metro Park, Huber Heights
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