Customer Service Supervisor
Resume:
Heather Perigo
Aurora, OH *****
*******.******@*****.***
OBJECTIVE
I am searching for a management position where I can professionally utilize my communication, leadership,
and customer service skills. Being an team player, I believe I can greatly contribute to any organization I
am a part of.
PROFESSIONAL EXPERIENCE
CVS Caremark, Solon, Ohio 2011 – 2014
Customer Care Supervisor
Manage a customer service team of up to 20 employees in a 100+ customer service department. Assist
representative on all teams with challenges and provide ongoing coaching and training.
• Handle escalated calls when needed
• Track call volume through daily and monthly reports
• Assist in interviewing to maintain staffing levels
• Increased quality scores on my staff by an average of 10% through coaching over a one year period
• Monitor calls on a regular basis to ensure quality, check for Medicare compliance standards and
decrease call time
• Travel as needed to train staff in vendor locations to maintain customer service levels
• Complete midyear and end of the year reviews
Tru Green, Walton Hills, Ohio 2010 – 2011
Commercial Customer Care Representative
Manage commercial accounts assisting with billing for Tru Green lawn care.
• Answer questions from commercial customers concerning billing and scheduling of their lawn care
treatments
• Handle reports to track accounts receivable
• Assist in collecting past due balances and take payments by phone and process checks through the
• Contact customers to arrange for appointments to drive new sales
EXPERIENT, Twinsburg, Ohio 2004 – 2009
Call Center Supervisor
Manage small call center for a meeting and event planning company. Communicate with team managers to
ensure quality service provided and provide ongoing coaching and training for Twinsburg location and other
Experient call centers.
• Handle escalated calls when needed
• Track call volume through daily and monthly reports
• Forecast and budget for future high volume times and hire staff as needed
• Increased the number of calls per agent taken approximately 25% decreasing staffing needs
• Track conference specific calls and problems as requested by clients
• Assist with data entry during high volume
• Monitor calls on a regular basis to ensure quality and decrease call time
• Complete midyear and end of the year reviews
• Handle financial data such as credit card charging and received check batches for registration
payments
• Order office supplies and handle building maintenance issues
K-MART, Streetsboro, Ohio 2003-2006
Part time cashier that assisted with stocking when needed.
STEP 2 COMPANY, Streetsboro, Ohio 2003-2004
Order Processing
Processed orders for a local plastics company from over 100 different accounts. Communicated with inside
sales team on terms and conditions of orders daily.
SHERWOOD PROMOTIONS, Aurora, Ohio 2001-2003
Customer Service Supervisor
Managed a customer service team and handled customer complaints. Processed fulfillment orders, backorders
and invoices daily.
• Created report to track daily call volume and possible revenue
• Decreased time from order entry to shipping by 25% working with warehouse manager to create a
more efficient system.
• Completed annual reviews
Customer Service Representative 2001
Worked as part of a team processing incoming orders, returns and tracking orders.
CENTER OF SCIENCE AND INDUSTRY – COSI, Columbus, Ohio 1996-2001
Program Lead
Worked weekend program for school-age groups at a children’s science museum. Responsible for organizing
program supplies, training new employees, evaluating employee performance, and interacting with program
guests.
• Worked as part of a team to plan new format during building and program relocation. Able to house
children overnight and eliminate busing them to another location at night
• Developed more efficient ways to use space designated for overnight use. Reduced set-up time and
staffing needs by 10%
BUSCH ENTERTAINMENT CORPORATION, Aurora Ohio 1992-2001
Education Specialist, Supervisor of Narrators 1999-2001
Hired and trained seasonal narrator staff of 35 employees.
• Developed training manual for seasonal staff including video of training. Able to reduce required
training time by 25%
• Increased returning seasonal employee rate by 10% by improving morale through team building
activities
Education Instructor 1998-2001
Presented marine animal information to schools in a six state area as part of education outreach program.
Conducted overnight sleepover program. Assisted secretary with various office duties.
Assistant Lead Narrators 1995-1998
Presented marine animal information to park guests. Evaluated seasonal staff to guarantee quality of
presentations. Communicated new information through department memos.
Assistant Lead Food Service 1992-1994
EDUCATION,
Bachelor of Science in Communication, Ohio University, Athens, Ohio
PROFESSIONAL DEVELOPMENT
CompUSA computer training in Excel as well as previous training in computer courses for Word and Power
Point.
On the job training courses: HIPAA training, manager workshop, leadership training, and media training.
VOLUNTEER WORK
Rescue Village, South Russell Ohio 2008-current
Served as co-chair for the 09 Empty Bowls event responsible for raising over $50,000 for the animal shelter.
Served as a committee member for 2010 Mardi Paws and 2011 Snow Melter for the Shelter. Served as a
committee member for Woofstock 2012 and 2013. Worked outreach events as needed to promote events and
shelter mission.
Relay For Life
Co-Chair for relay team in 2008
Relay walker 2005-2008
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