Customer Service Supervisor

Sheila Wyatt

Email: ********@*************.***

Address:

City: Edmond

State: OK

Zip: 73034

Country: USA

Phone: 405-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Qualified Customer Service Supervisor with 20 years in fast-paced customer service and call center environments. Personable and professional under pressure.

Educational Background:

High School Dipolma from East Central University, Ada OK 1/2001 to 5/1989 (Accounting)

High School Dipolma from, Ada OK 1/2001 to 10/2012

Job History / Details:

Summary

Qualified Customer Service Supervisor with 20 years in fast-paced customer service and call center environments. Personable and professional under pressure.

Highlights

I am dependable and a team player

Working knowlege of Micorsoft Office products

I am a fast learner

Flexible

Experience

October 1999 to Current

Sprint Oklahoma City, Ok

Customer Care Supervisor

Supervise 16 specialists per shift

Counsel specialists on attendance and handle exception entry for attendance and payroll

Identify behavioral concerns and counsel specialists on how to change these behaviors, in order to be successful in hitting company targets

Issue corrective action, and conduct terminations

Handle escalated customer issues

January 1993 to September 1998

Hertz Reservation Center Oklahoma City, Ok

Supervisor of General Sales

Supervised 25 to 50 agents per shift

Counseled agents on attendance and performance concerns

Issued disciplinary action and conducted terminations

Trained and evaluated seven new Associate Supervisors

Assisted employee relations with interviewing potential agents

Member of Supervisory support team

Implemented customer complementary letters incentive program

Promoted supervisor pride and awards

Wrote newsletter for supervisors addressing:

Stress management

Organizational skills

Suggestions on giving positive reinforcement

January 1993 to July 1993

Hertz Reservation Center Oklahoma City, Ok

Associate Supervisor

Monitored call performance and on-phone statistics for evaluation

Held discussions with agents offering suggestions and providing help with areas of concern

Gave positive feedback with recognition and commendable performance letters

January 1991 to January 1993

Hertz Reservations Center Oklahoma City, Ok

Reservations Agent

Filed inquires and booked car rental reservations for the domestice United States

Assisted reservation agents and handled customer complaints as a Supervisor Assistant

Monitored calls for feedback, and help group discussions as Hands-on Training Assistant

Handled roadside assistance requests and dispatched emergency assistant personnel

August 1980 to December 1990

J C Penney Company Ada, Ok

Merchandise Assistant

Maintained computerized accounting records

Made bank deposits for entire store

Supervised sales clerk

Responsible for up to $70,000 worth of fine jewelry

Provided all register and sales clerk duties

Education

1989 East Central University Ada, Ok

Bachelor of Science Accounting,

Zinger Miller Front Line Leadership training

Equal Employement Opportunity human relations training

Stress management training

Customer service training

Community Service

Held the title of Treasurer for my church

Was responsible for completing the monthly financial reports

Keeping track of the money that came in each week, and paying the

bills

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