Customer Service Supervisor

Deshawnda Patterson

**** ******** *** ************ ** 273**-***-*** 0969 *******************@*****.***

P roven Leader w ith over 9 years of experience in driving company results through

mentoring, employee orientation, t raining, continuous improvement, and client retention.

H as a certified history of effective communication and client –tailored solutions. Equipped

w ith the ability to be cross-functional in a variety of work environments, including

Customer Service, Coaching, and Employee Development. Brings many skills to the job,

such as: superb communication and interpersonal skills, problem solving, experience

working in a fast-paced environment and making independent decisions. Is a calculated r isk

t aker who seeks and provides value-generated feedback! Possesses strong analytical skills

and is able to organize and prioritize efficiently. Takes a hands-on approach, is goal-driven

and maintains an excellent work ethic.

P roficient in Windows operating system, MS Office, Lotus Notes and In ternet Explorer, Six

Sigma Yellow Belt Certified .

E xperience

E ntrepreneurs Source [2012-present]

A dministrative Assistant:

• M aintain Supervisor’s calendar.

• A nswer all calls and general information questions.

• Setup meetings/Schedule f l ights.

• M aintain outlook email box.

• F ile documents and places calls to customers.

• M aintains supplies inventory by checking stock to determine inventory level;

anticipating needed supplies; placing and expediting orders for supplies; verifying

receipt of supplies

• A ll other task assigned by management.

A T&T Mobility [2007-present with several promotions, special assignments, and program

i ni tiations]

F loor Supervisor/Resolutions:

• Daily activities include mentoring and developing new hires.

• Assignment and completion of Special Projects.

• H andling escalated customer inqui ries concerning products, services, and billing.

• M anaging the needs and requirements of high revenue accounts through extensive

follow-up procedures.

• Collaborating with colleagues on methods to ensure all metrics are being met on a

routine basis.

• Assigned to assist with improving new programs implemented.

• Assist with working to resolve office of the president complaints

• Responsible for directing meetings.

• Responsible for helping to make sure representatives are familiar with company

polices as well systems.

• M andates and utilizes multiple phone systems and operating databases.

NCO [2004-2007]

Operations Coach:

• Responsibilities included coaching and developing employees on effective customer

service techniques, in order to improve call quality and customer interaction.

• M aintained strong employee relations by providing feedback and performance

analysis on a weekly basis.

• H andled escalated situations on a routine basis with positive resolutions.

• Developed and maintained spreadsheets.

• T rained and motivated employees to promote individual and team productivity.

E nforced company policies and safety procedures.

E ducation

• R ichmond Senior H igh School Graduate 2001

• Guilford Technical Community College Junior studying to become a Paralegal

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