Customer Service Supervisor
Resume:
Lavonia Robinson
Columbus OH 43213
************@*****.***
Career Summary
A dynamic professional with diversified experience in management, communication, sales, and customer
service. Creative, strategic leader with demonstrated excellence in ability to forecast and execute
effective communication strategies. I’m an accomplished supervisor with proven track record of
motivating and coaching staff to exceed service expectations. Recognized for excellence in leadership
and promoting in a team philosophy.
Professional Experience
May 2010 American Eagle Airline Columbus OH, 43213
to Present Ramp Agent
• Perform light cleaning of the aircraft cabin.
• Load, unload, and transport mail, luggage, and freight.
• Marshall Aircraft
• Communicate pertinent information to Flight Crew personnel.
• Service lavatory and potable water.
• Work as a team in an effort to meet every departure times.
December 2007 WOW! Internet Cable and Phone Columbus OH, 43213
to December 2010 Installation and Repair Supervisor
• Overcame obstacles associated with being the only women with the title
Installation and Repair Supervisor in the Columbus region.
• Took and excelled in several NCTI courses such as Basic broadband
overview, Broadband Supervisor and Broadband Installations,
graduating with honors.
• My team won the Golden cowboy award (Best team-Exceeding all company
goals) the 2nd quart after being in this position for less than 8 months under
my leadership.
• Focus was on team development. Several techs were promoted to
leadership positions under my leadership whom were on their way out the
door for bad attitudes.
• Ensured every tech was informed of all new processes and procedures.
• Performed Root Cause Analysis for any accidents/incidents that occurred
during work hours.
• Initiated and suggested plans to motivate workers to achieve company
goals.
December 2002 WOW! Internet Cable and Phone Naperville IL, 60564
to December 2007 Dispatch Supervisor
• Awarded 2005's Supervisor of the year.
• Coordinated the activities of 20 dispatchers engaged in receiving and
reviewing service calls.
• Incorporated the Gung Ho method with my team.
• Overcame issues associated with being a peer now supervisor.
• Ensured that all work orders were properly assigned to technician routes
each morning
• Reviewed and analyzed daily/monthly reports.
October 2000 5 Star PC.com Frankfort IL
to October 2002 Customer Service Supervisor
• Provided continual coaching and training to all direct reports.
• Executed formal performance reviews.
• Participated in process improvements
• Reviewed and analyzed daily and monthly production reports for call center
operations.
July 1999 Ameritech/SBC Arlington Heights IL
to October 2000 Sales/Customer Service Representative
• Handled inbound calls in a busy call center.
• Assisted customers with any billing and service issues.
• Helped increase company sales by offering products and services that
benefited the customer and the company.
• Directed remedies of major technical problems and outages.
Education:
Benedictine University 5700 College Road, Lisle IL
Associates Expected Completions 2012
Rezin Orr High School 730 N Pulaski Rd, Chicago IL
All general 1990-1994
Computer/Application Knowledge:
• Microsoft Word
• Microsoft Excel
• Microsoft Power Point
• CSG Billing Application
• GRI-Graphic Route Interface (Tech Routing Tool)
• Alopa
Special Training:
• NCTI/Graduated with Honors
Basic Broadband Overview
Installers Basic On-Line
• Franklin Covey/The Seven Habits of Highly Effective People
• Franklin Covey/Time Management
• I Love Feedback
• Crucial Conversations
• US Army Reserve/Discipline-Readiness
References: Available upon request
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