Customer Service Operations Supervisor

KATHY HOLMES

ad5c27@r.postjobfree.com KATHY HOLMES LinkedIn +1-917-***-**** Douglasville, GA

PROFESSIONAL SUMMARY

Accomplished Customer Service and Operations Supervisor with 10+ years of extensive experience in enhancing service delivery and operational oversight across multiple industries. Expert in leading customer support teams, implementing effective service strategies, and optimizing operational workflows. Demonstrates a strong ability to drive customer satisfaction and team productivity improvements through innovative leadership and strategic planning. Proficient in crisis management, maintaining customer relationships, and applying public health principles to ensure superior service standards. Committed to fostering organizational growth through diligent management and a detail-oriented approach. TECHNICAL SKILLS

● Sharepoint ● Microsoft Office Suite ● Salesforce ● Oracle PROFESSIONAL EXPERIENCE

Parentgiving.com - Administrative Operations Supervisor; Villa Rica, GA February 2021 – Present

● Orchestrated daily management of over 30 chat and SMS interactions, enhancing response efficiency and reducing customer wait times

● Led vendor management overhaul for Amazon and Walmart accounts, reducing processing times by 25% and increasing customer satisfaction

● Handled weekly inquiries and returns, cutting resolution time by 20% and contributing to a $200K annual reduction in operational costs

● Responded to 50+ product review questions weekly, improving product ratings and boosting customer engagement

● Designed a fraud detection system, decreasing suspicious orders by 30%, which saved the company approximately $100K annually in potential losses

● Maintained 98% accuracy in order fulfillment through meticulous manual tracking updates for 200+ orders monthly

● Cultivated relationships with 15 major B2B accounts, generating an additional $500K in annual revenue Fanduel - Customer Service Manager; Paterson, NJ August 2018 – March 2020

● Initiated a customer service training program that improved service delivery metrics by 40% and reduced complaints significantly

● Expanded social media engagement, doubling the follower base and increasing user interactions, contributing to a 15% growth in online revenue

● Maintained a 95% customer satisfaction rate by resolving 20+ escalated issues weekly

● Enhanced CSR productivity by 25% through performance reviews and targeted training in collaboration with HR

● Developed a company culture that achieved a 90% employee engagement rate, reducing turnover and fostering a positive work environment Community Charter School of Paterson - Youth Development Worker; Paterson, NJ September 2017 – June 2018

● Facilitated educational and recreational activities, improving student collaboration and engagement by 20%

● Aided in raising student average grades by 15% through academic support for 40+ students

● Strengthened community relations through engagement initiatives, increasing parental involvement and support for student success

● Implemented a student-centered learning approach, enhancing student engagement and participation in school activities Center for Family Support - Resident Manager; Paterson, NJ November 2015 – September 2017

● Managed residential care for 15 residents, ensuring a 30% improvement in compliance with state health and safety regulations

● Supervised and trained eight staff members, improving operational efficiency and reducing incident response times

● Provided 24/7 on-call support, handling over 100 emergencies yearly, ensuring continuous resident safety

● Coordinated comprehensive care plans, resulting in enhanced resident satisfaction and streamlined daily operations Broadway Respite and Home Care - Program Coordinator; Paterson, NJ January 2012 – November 2015

● Improved staff quality and service delivery by assisting in the hiring of 40+ healthcare professionals

● Ensured high levels of family satisfaction through regular, transparent communication with over 30 families

● Conducted needs assessments for 50+ clients annually, matching them effectively with qualified staff

● Increased compliance with DDD contracts by implementing rigorous monitoring and enforcement protocols

● Boosted client satisfaction and operational efficiency by 35% through the strategic reorganization of service protocols

● Pioneered the use of digital tools for contract management, enhancing service accuracy and ensuring full regulatory compliance EDUCATION

William Paterson University of New Jersey Wayne, NJ May 2015 Bachelor of Arts: Public Health

PROFESSIONAL SKILLS

● Crisis Intervention ● Risk Management ● Behavioral Economics ● Conflict Management

● Process Optimization ● Team Development ● Customer Insights Analysis ● Budget Management

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