Customer Service Supervisor
Resume:
TONI MCCLARY
CUSTOMER SERVICE MANAGER
San Antonio, TX 78240
ad5yg8@r.postjobfree.com
Maintains customer satisfaction by providing problems-solving resources, answers customers’ questions, manages staff.
Accomplishes customer service human resource objectives by recruiting, selecting, training, and coaching employees. Communicates job expectations to other employees. Plans, monitors, appraises, and reviews job contributions of others. Enforces company policies and procedures. Prepares and completes actions plans. Implements production, productivity, quality, and customer-service standards. Resolves problems. Completes audits. Identifies customer service trends and determines system improvements. Prepares annual budgets. Analyzes variance and initiates corrective actions. Determines customer service requirements by maintaining contact with customers and visiting operational environments.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Client Service III Supervisor Assist
Conduent - San Antonio, TX
September 2022 to Present
• Payment services for state and government; handle inbound escalated calls from cardholders, supervisor callbacks, agent chat assistance, answer dispute inquires, follow protocol and processes to ensure Reg-E guidelines are met. Process requests set by supervisors and managers with work implementation assignments. Act as the department supervisor in their absence. Perform all other duties assigned.
Owner/Manager
Toni's Cleaning Service-Own and Operate Commercial and Residential - Texas, Maryland, Tennessee May 1999 to Present
Residential and Commercial Cleaning business established from 1999 to 2014 Glen Burnie, MD and Memphis, TN re-established*2018 San Antonio, TX
Provide a variety of cleaning services to a wide range of clients, residential, commercial, and industrial clients. Work collaboratively with clients and users on proposed contracts based on the service and projected bid management solution.
Account Manager
Sunpro Solar/ADT - San Antonio, TX
January 2022 to September 2022
Manage, educate and assist clients with great customer experience interactions. Service incoming projects to accommodate the needs of each customer. Complete all account management goals. Perform all ‘Welcome Calls’, ‘Install Day Follow-up Calls’, and ‘PTO Calls. Ensure all tasks are completed with zero in the queue at the end of the workday. Consistently checking-in, assist in the professional development of skills acquired. Drive metrics by analyzing productivity throughout the day to hit a daily goal based on company expectations. Assist with after-hours rollover calls and take ownership of all issues presented outside of business hours/ Review the contact habits to drive success where applicable
(system navigation, account notation) assist in the implementation of new strategies/improvements for team tasks.
Client Service Supervisor
I2c Inc. - San Antonio, TX
September 2020 to January 2022
Advanced leadership and team management skills. Attention to detail and problem-solving. Strong written and verbal communication. Train New Hires in the Nesting stage. Knowledge of company policies, and provisions. Work with the employee to define key result areas, goals, and performance standards. Make sure he/she understands the job duties and expectations. Ability to influence teamwork motivation with effective coaching, and development skills leading to positive results. Attendance reviews, Listening to calls, assuring All CSR's are in compliance on the call center floor. Adapt to frequent change based on the company's needs. Effective conflict management skills. Promoting Customer Service internally as well as externally.
Senior Resolution Specialist
CVS/Caremark - San Antonio, TX
2014 to 2018
2014 to 2018- Leader with Limited supervision, provide customer support for all aspects of prescription accounts; resolve, update, and maintain paperwork for customer prescription records. Heavy interaction with internal and external customers via telephone with some judgment calls according to approved procedures to insure the member's need has been met. Dispatcher
Facilities Performance Group - Memphis, TN
2013 to 2014
2013 to 2014-Provided communication to the appropriate mechanics, responsible for receiving and transmitting pure and reliable messages, tracking vehicles and equipment, recording other important information. Essentially, the conductor of the force; also responsible for the direction of all units within it. Customer Service Supervisor
Northwest Airlines now Delta Airlines - Memphis, TN 1994 to October 2011
Provided and resolved customer and employee care. Supervised over 200 customer service agents at both airport and call-center. Delegated responsibility to the appropriate. Implemented training courses for new recruits. Issued tickets, check passengers to their final destination of travel. Specializing in complaint resolutions. Resolved most customer inquiries during initial meeting and monitored issues that required follow-up and research. Handled luggage claims. Communicated with pilots through our operations department.
Education
Associate in Biology
Anne Arundel Community College
1999
Allied Health School
1995
Business Management
Jersey City State College - Jersey City, NJ
1984
some
Roberts Walsh Business School
1982
Skills
• Financial Accounting
• Spreadsheets
• Research
• Bank Reconciliation
• Accounts payable/receivable
• Inventory
• Securities
• Payroll
• Customer Service (10+ years)
• Hypothetical Studies (2 years)
• Marketing
• Management (10+ years)
• Management Experience (10+ years)
• Supervisor (10+ years)
• General Ledger Accounting
• Financial Report Writing
• General Ledger Reconciliation
• Account Reconciliation
• Office Management
• Order fulfillment
• Microsoft Excel (10+ years)
• Computer literacy (10+ years)
• Supervising experience (10+ years)
• Microsoft Office (10+ years)
• Salesforce (7 years)
• Sales
• Windows
• Research
• Team management
• Salesforce
• Negotiation
• Contracts
• Communication skills
• Computer skills
• Leadership (10+ years)
• Conflict management
• Account management
• Budgeting
• Operations research
• Microsoft Outlook
• Analysis skills
• Google Suite
• Banking
• Medical terminology
• Communication skills
• Organizational skills
Certifications and Licenses
Driver's License
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