Customer Service Supervisor

Summary of Qualifications

Twelve years of customer service experience from front line retail,

call center agent, WFM analyst, and call center supervisor. Provided

excellent service to all customers, internal and external, while

interfacing with management, at all levels, and maintaining near perfect

attendance as an agent and a supervisor. Create Excel spreadsheets to

track agent, team and center metrics, analyzing trends and presenting

solutions to various levels of management. Completed several projects,

early or on time, while coaching a diverse group of agents to a #1 quality

rating for 8 consecutive months; evidencing an ability to multitask in a

fast paced environment.

Work History

Vangent 3/2010-7/2010

WFM Analyst

. Input weekly schedules into Aspect eWFM balancing breaks, lunches,

meetings, and one on ones around the IDP's to ensure the center was

meeting agreed upon service levels.

. Monitored daily agent adherence in RTA, reaching out to supervisors

for exceptions to help the agents maintain their daily adherence, thus

helping the center to meet the compliance standard of 96%.

. Created a manual ATS spreadsheet to track adherence trends by agents,

supervisors, schedules, alarms, and time of day.

. Modified the Callout Log to track trends in absenteeism by agent,

supervisor, schedule, reason, and day of the week.

. Entered daily exceptions as received from supervisors for unplanned

meetings, and SQA coaching's, balanced around the IDP's to ensure

service level was met.

. Tracked daily center statistic's, focusing on absentee and production

shrinkage, average handle time, and daily compliance. Reported these

to Central WFM to ensure accuracy of performance.

. Performed shift trades and entered time off requests after approving

them through the IDP's.

. Added and removed agents from trial segments for permanent shift

trades and terminations.

T-Mobile 2/2007-4/2009

CSR

. Answered incoming calls from customers to assist with questions about

billing, plans, or troubleshooting.

. Performed billing research to ensure accuracy of charges.

. Helped customers right fit their plans to their usage

. Assisted customers with upgrades to their equipment, making sure to

get them the right phone for their usage needs.

. Assisted customers with equipment troubleshooting and help perform

warranty replacements when qualified.

Sprint 12/1999-10/2002

Supervisor

. Managed a team of call center agents to be consistently #1 or #2 in

overall production stats and averaging 97% team adherence.

. Achieved #1 in quality for 8 consecutive months.

. Created a lead referral program for the agents to help customers that

were looking to upgrade their equipment.

. Set high reaching yet obtainable goals for the agents and coached and

mentored them to meet or exceed them.

. Re-wrote methods and procedures to make them user friendly for the

agents.

. Organized quarterly meetings and budget for employee incentive rewards

. Organized and facilitated various trainings on new methods and

procedures for the agents.

Academic Qualifications

Bachelor of Science in Geography/Government from Northwest MO State

University

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