Call Center Operations Supervisor
Resume:
Gregory Moore
Operations Supervisor
Lodi, California
ad5elh@r.postjobfree.com
P E R S O N A L S T A T E M E N T
Highly motivated and reliable professional with successful experience driving operational excellence and delivering exceptional customer experiences during call center management. Proven success implementing innovative solutions to increase productivity, collaborating with cross-functional teams and resolving operational issues. Skilled in monitoring, coordinating and controlling employees to achieve organizational goals. Demonstrated ability to improve operating processes and develop strong relationships with team members. Effective communicator with strong analytical, organizational, and administration skills. S K I L L S
Strategic Planning
Operations Management
Data Management
Customer Service & Satisfaction
Customer Relationship
Process Improvement
Training & Development
Risk Management
Complex Issue Resolution
Regulatory Compliance
Quality Assurance
Leadership & Team Management
E D U C A T I O N
Independence High School High
School Diploma
R E L E V A N T E X P E R I E N C E
Operations Supervisor
Blue Shield of California 2 0 2 0 – PRESENT
Maintain quality standards and identify opportunities for improvement by conducting regular audits and monitoring calls.
Provide timely and effective resolutions for escalated customer complaints, review call metrics and KPIs, guide a team of call center representatives, evaluate team performance and present constructive feedback.
Assess performance using call center data and promote compliance with established call center protocols, quality standards, service level agreements, health insurance regulations and privacy laws. Team Lead
Basecamp Hospitality 2 0 1 5 – 2 0 1 8
Established a productive and disciplined work environment by implementing disciplinary actions, including verbal warnings.
Guaranteed timely resolution of customer issues, cancellations and complaints while effectively implementing necessary changes.
Defined service charges, collected deposits or payments, facilitated seamless billing processes and provided information about products and services in-person or via telephone.
Formed a competent team of professionals by managing the hiring process, conducting interviews and providing essential training to new hires.
Created employee schedules, generated attendance records, arranged coverage for shifts and accurately documented customer interactions, including inquiries, complaints, and actions taken. Head Cashier
Lowe's Home Improvement 2 0 1 0 - 2 0 1 5
Enabled smooth operations and maintained an organized cashier area in collaboration with other store departments.
Delivered excellent customer service by addressing inquiries, recommending products and promptly resolving issues or concerns.
Managed customer transactions including cash, credit card, and check payments while resolving customer complaints, implementing loss prevention measures and promoting company policies and guidelines.
Trained a team of cashiers in proper cash handling procedures and provided ongoing guidance. Additional Experience
Call Center Representative, Omnicare Pharmacy, 2009 – 2010
Assistant Manager, Lodi Stadium 12 Cinema, 2006 – 2009 Application Knowledge
Yello, Taleo, AuthAccel (MHK), SAP, Facets, Verint, Oracle, Tableau, Avaya, CMS Avaya, COS, Trizetto (EAM), Azure, Enterprise Report Management System (ERM), Aspect, DOFR – HMO, CS Admin, DocDNA, Arvato Vision, Argus (Rx Nova), PCH, POWR
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