O

Dwayne

Owens

678-***-****

Dwieowens****@gmai

l.com

Mount Vernon, NY

10553

SUMMARY

Talented Customer Support Manager with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations. SKILLS

Employee Development

Recruitment and Hiring

Training and Development

Employee Coaching and Motivation

EXPERIENCE

Assistant Customer Service Manager

Long Island City, NY

Integrated Technology Business Solution/ Jan 2021 to Apr 2023 Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.

Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings. Interviewed, hired and trained staff to meet company objectives. Delegated daily tasks to team members to optimize group productivity. Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.

Supervisor

The Bronx, NY

Velt Construction/ Nov 2019 to Aug 2021

Organized schedules, workflows and shift coverage to meet expected business demands.

Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.

Assigned work and monitored performance of project personnel. Mediated conflicts between employees and facilitated effective resolutions to disputes. Evaluated individual and team business performance and identified opportunities for improvement.

Line Supervisor

New Rochelle, NY

Sweet Spice Restaurant/ Mar 2017 to Nov 2019

Reviewed individual employee performance to correct issues and enhance productivity. Delegated tasks to employees and monitored accurate and timely completion of tasks to meet project milestones.

Oversaw continuous improvement initiatives in lean environment to drive gains in quality, flow and output.

EDUCATION AND TRAINING

High School Diploma

American Academy of Pinecrest Oct 2022

12651 South Dixi Highway, Miami, FL 331523

CERTIFICATIONS

Cyber Security: Understand Threats and Prevent Attacks Fundamentals of Supervisor Training

Developing Quality Customer Services Skills

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