Customer Service Supervisor

Margo Hall

Performance Driven, Strong Organizational Skilled, Leader

Chicago, IL 60636

*********@*****.*** - 612-***-****

* A dynamic team leader; able to bring energy, enthusiasm, to motivate team members to achieve potential and meet objectives.

* Strong leadership skills; able to prioritize, delegate tasks, and make sound decisions quickly while maintaining a focus on the bottom line.

* Energetic self-starter with strong communication skills; work well independently or on a team. Authorized to work in the US for any employer

WORK EXPERIENCE

Team Lead

myFootpath - Chicago, IL - December 2015 to Present Responsibilities

• Report any violations of company policy, inform the rep and management

• Make sure reps have the knowledge they need to work (this should only be needed for initial training)

• Handle rep reported technical problems – make sure the reps know what to report and what not to report

• Track attendance – make sure reps know where they stand

• Give QA feedback, let them listen as needed. No repetition needed if they have been taught what to do and understand it, it becomes an effort issue if they choose not to do as instructed.

• Give production number and other metrics – let reps know if they are doing good or bad, nothing more

• Give specific coaching/mentoring – document this in discussion log. If specific direction was given and the rep chooses not to follow it, no further training is needed. Direct it to the Call Center Supervisor/VP of Operations

– it is an effort issue

• Open and close based on current shift assignments

• Tracks attendance

• Runs team based incentives

• Bring company policy violations to Call Center Manager/VP of Operations

• Teaches Reps to be independent

Accomplishments

Assisting representatives in meeting their goal metrics through mentoring and coaching. Skills Used

* Problem solving

* Creative thinking

*High level of integrity and focus on solutions and not problems Contact Center Supervisor

Express Scripts Inc - Bloomington, MN - September 2011 to November 2015

• By using the skills I have learned and mastered I brought a team of 25 representatives from last in call center metrics enterprise wide, to number one in the following quarter.

•Recruited, managed and mentored an average of 10 new customer service representatives per year.

• Monitored the daily activities of 26 customer service representatives.

• Owned team productivity metrics

• Researched and identified opportunities to develop customer service representatives through innovative virtual approaches.

• Ensured service levels and performance guarantees were met through methods of training, monitoring calls, as well as using the Majic Coaching approach.

• Assisted in development of Call Center programs and process improvements to enhance the level of internal and external customer service provided.

Client Service Representative

ADP - Bloomington, MN - March 2008 to September 2011

• Provided accurate and appropriate information in response to customer inquiries.

• Addressed customer service inquiries in a timely and accurate fashion, related to Benefits, Taxing, and basic Payroll Entries.

• Developed effective relationships with all call center departments through clear communication.

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Customer Service Representative

Express Scripts Inc - Bloomington, MN - May 2004 to March 2008 Inbound call center representative responsible for assisting members with their pharmacy benefits

• Demonstrated mastery of customer service call script within specified timeframes,

• Addressed customer service inquiries in a timely and accurate fashion.

• Properly directed inbound calls in phone queues to improve call flow. EDUCATION

Bachelor of Science in Psychology

Walden University - Minneapolis, MN

Associate of Arts in Merchandising/Marketing

Art Institute of Minnesota - Minneapolis, MN

1997

SKILLS

Microsoft Outlook, Microsoft Word, Customer Service

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