Objective

Customer Service Supervisor with over *6 years of professional experience in a fast-paced dynamic call center environment. I maintain a high degree of effectiveness while balancing daily responsibilities. As a manager I am client focused, goal oriented as well as a team member. My experience includes Quality Assurance, Training, and Team Management.

Skills Summary

Project Management - Piloted and rolled out programs for the company. Ability to coach and develop program management to drive performance

Problem Solving – Flexible and versatile in problem analysis and resolution requiring attention to details. Ability to analyze and interpret qualitative and quantitative data.

Report Preparation-Compile weekly data to present to company and site leadership

Written Correspondence- Excelled at out-going information to team and responding to incoming mail

Coaching/Team Building- Excellent interpersonal, written and oral communication and organization skills.

Customer Service – Excels at customer service for internal and external customers. Client Advocate

Scheduling- Excellent scheduling skill to ensure proper coverage and payroll expectations are met.

Extremely Organized – Maintain an environment of organized information for easy retrieval

Facilitating Meetings – Organize and set up meetings. Ensure information is useful and informative. Follow up from meeting for task completion.

Professional Experience

ALORICA CUSTOMER SERVICES, INC. 9/05/1995-PRESENT

11008 Warwick Blvd, Newport News, Va. 23601 757-***-****

CUSTOMER SERVICE SUPERVISOR–

Prepare and review a variety of reports relating to teams, administrative record keeping, performance reviews, timesheets, corrective action, and systems report.

Responsible for ensuing payroll data is complete.

Conduct small-focus group sessions and weekly meetings.

Rapidly learn and master varied computer and client programs.

Oversee 20 + customer service representatives

Participate each morning in meetings with client and operations managers to review daily results.

Create Performance Improvement Plans to achieve desired outcomes by setting goals and expectations.

Manage all aspects of day-to-day operations.

Monitor call quality to provide constructive feedback to identify or overcome objections,

Evaluate & distribute workloads to assigned team members to ensure production standards are being met for inbound calls.

Coordinate with workforce to meet production or policy standards during peak call volume, break times, or lunch.

Education

CALIFORNIA UNIVERSITY OF PENNSYLVANIA – CALIFORNIA, PA (GENERAL STUDIES)

WEST MIFFLIN – WEST MIFFLIN, PA (GENERAL STUDIES)

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