CUSTOMER SERVICE SUPERVISOR
QUALIFICATIONS PROFILE
Multifaceted, customer-oriented, and performance-focused professional pursuing a challenging role to further enhance and effectively utilize knowledge and transferrable skills honed from work experience. Adept at coaching, training, and leading cross-functional personnel and teams to improve productivity and achieve organizational goals. Highly capable of working within fast-paced environments without compromising performance and results. Equipped with articulate communication and interpersonal aptitudes essential in establishing strong rapport with colleagues and individuals with diverse cultures and backgrounds. Proficient with Microsoft Office Word and Excel, E-Workforce, CMS, and Verint.
SUMMARY OF RELEVANT EXPERIENCE
Client Relations and Retention
Liaised with credit bureaus and borrowers while supporting on credit disputes resolution for the entire organization
Acted as focal point of contact in charge of solving escalated issues with borrowers, customers, and potential debtors
Oversaw the intermediation between customer and staff
Promptly addressed service concerns while guiding staff regarding effective solving of issues
Assisted the whole service delivery by working closely with and providing guidance to current and possible borrowers
Held responsibility in maintaining first-rate customer service and high moral by efficiently coaching and developing staff
Staff Training and Supervision
Provided keen supervision to the Credit Repair Department
Adeptly managed three different departments comprised of 44 representatives
Accomplished staff performance reports and initiated corrective action plans
Ensured the obtainment of teams and individuals performance metrics goals and utmost client expectations
Presided over training and hiring, as well as handled performance monitoring and terminations
Drove efforts in overseeing proper provision of training and orientation to new customer service representative as well as continuous development for current staff
Reports Administration and Regulatory Compliance
Guaranteed the attainment of all staffing requirements for each work shift in compliance with internal and external organizational policies
Effectively handled and evaluated staffing in accordance with business needs
Took charge of generating and maintaining multiple reports for the management teams
Growth and Development Impacts
Played an integral role in boosting the teams’ success-rate for credit repair which significantly augmented loan approvals
Continuously obtained and surpassed overall goals and metrics though effective staff collaboration
Led the inauguration of the Financial Department which drove profits through approval of applications
Spearheaded the design and implementation of manual procedure to enhance accuracy and workflow of gathered data, thereby streamlining workflow, increasing efficiency, and gaining more accurate information
WORK HISTORY
ACS, Utica, NY
Supervisor 2008–Present
Shift Coordinator
First Guaranteed Mortgage, Saratoga, NY
Manager
ACS, Utica, NY
Supervisor
Team Coach
Senior Customer Service Representative
Processor
APAC, Utica,
MCI Sales Representative
Byrne Dairy, Utica, NY
Store Manager, Area Stores
EDUCATION
Bachelor of Science in Social Work
Keuka College, Keuka Park, NY
Associate of Science in General Studies
Mohawk Valley Community College, Utica, NY