Call Center Customer Service
Resume:
John C Edwards
*******@*****.***
Work Experience
Bilingual Customer Support Supervisor
JetBlue Airlines – Salt Lake City, UT
July 2021 – February 2024
Leading a Team of Spanish speaking Crew Members to offer World Class Customer experience to our Customers. Coaching, mentoring and holding accountable to achieve high performance and exceed our KPI’s as a Team. Administering dependability in attendance, log-ins, and LOA’s. Leading and driving results for both my Peer Team and direct reports.
-Took my Team from close to last place to in the top 10 Supervisor Teams in 6 weeks.
-10 out of 20 Crew Members on my Team promoted to take High Loyalty calls.
-Instituted a Mental Health module for my team to prevent burn-out and make JetBlue the Employer of Choice for our Crew Members.
Business and Government Technical Support Supervisor
Verizon Wireless - West Valley City, UT
December 2002 to June 2018
Leading multiple Teams of Tech Support and Customer Experience Representatives in different settings across the organization. Tech Support, Business and Government, Bilingual and regular Customer Service. Leading, coaching and mentoring our Representatives to top results and success.
-coached multiple Teams to Lead in Metrics, Center wide month over month in KPI’s
-Led a Bilingual Team to start up a Spanish Department
-Led programs that analyzed data and metrics, policies and procedures, and programs to increase Team and Employee engagement/recognition and to improve performance
Reservations Assistant Manager
Southwest Airlines – Oklahoma City, OK and Salt Lake City, UT
March 1995 – July 2000
Led a Team of both Supervisors and Agents to provide a World Class Customer Experience in reservations, bookings and resolving issues. Trained Supervisors in Call Center Operations and how to lead under the terms of a Union Contract to maintain excellent relationship between Management, Employees and the Union
Education
Bachelors in Spanish
Brigham Young University-Provo - Provo, UT
Skills
Call Center and Workforce Management
HR Management (Attendance, LOA’s, Conflict resolution)
Microsoft Office including Word, Excel and Outlook (10+ years),
Fluent in Spanish
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