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Senior Customer Service Supervisor

Location:
Indianapolis, IN
Posted:
March 09, 2020

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Resume:

SHANTAI SMITH

**** ************* **, ************, ** 46202 516-***-**** adb74q@r.postjobfree.com

OBJECTIVE

An experienced, top performing leader with a passion for helping people seeks an opportunity to secure a position where I can play a direct role in the growth and success of the company.

SKILLS AND EMPLOYMENT

GEICO MAY 2000 – PRESENT

Customer Service Supervisor

August 2004 to present

oAssists associates at all levels in developing their skills in the areas of personal and social growth, educational planning and career development

oWorks with and communicates effectively with all levels of the organization which includes coaching and advising of performance issues and presenting strategies for improvement

oMentors and guides experienced supervisors, new supervisors and future leaders to ensure required documentation is complete and in compliance with HR guidelines and provides day-to-day performance management guidance for coaching, career development, difficult conversations and disciplinary action

oExhibits excellent people management skills, including the ability to influence, negotiate and achieve results for indirect reports.

oMaintains a supportive and well managed work environment

oExecutes a high level of emotional intelligence

oAnalyzes and interprets data and trends, develops reports, monitors, audits and evaluates agent performance to identify strengths and weaknesses, provide recognition, remediation, training, accountability, effective coaching and corrective action, if necessary

oEvaluates and monitors the effectiveness of processes, training programs and performance strategies and provides recommendations for improvement

oMaintains solid working knowledge of all systems and product changes

oLeads monitoring sessions, calibrations and staff meetings

oOnboards new associates

oWorks with minimal supervision by maintaining a high level of organization, time management, attention to detail and critical thinking to troubleshoot, analyze situations, anticipate and react calmly to emergency situations in a fast-paced environment to make appropriate decisions and take appropriate action

oExecutes conflict resolution for both customers and associates

oMaintains associate desk files, coaching plans, manages attendance and leave, Workday and other administrative functions

oCompletes and manages special projects and assignments

oAchieved top performance in reissues per touch and essentials upsell through the use of the 5-step close process.

EDUCATION

2020

AS Business Administration

Ivy Tech Community College, Indianapolis IN

2014

Property and Casualty License

GEICO, Carmel IN

AWARDS AND ACKNOWLEDGEMENTS

2019

Top 10 Supervisor for 2018

GEICO, Carmel IN

2018

Student Leadership Academy

National Society of Leadership and Success

Ivy Tech Community College



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