Customer Service Operations Supervisor

Madison Grant

501-***-**** *******.********@*****.***

Summary:

● Detail-oriented with strong organizational skills

● Comfortable coordinating operational activities and scheduling meetings across several departments whether in the same company or outside parties

● Ability to meet or exceed Performance Competencies

● Organize, Plan, and Prioritize Work — Developing specific goals and plans to prioritize, organize, and accomplish assigned tasks to meet deadlines

● PC literate, including Microsoft Office products o Excel

o Word

o Outlook

● Skilled in problem solving

● Risk Management

● Able to handle work-related stress

● Ability to work in a team environment

● Clear and conceptual thinking ability

Related Experience:

Sales:

● Sole commissary vendor to Faulkner County Sheriff’s Office, Conway Arkansas

● Managed inventory and sales averaging $14,000.00 weekly

● Processed and managed accounts for an average of 400 customers weekly, offering “live sales” bi-weekly and pre-orders weekly

● Followed account verification processes for each sale

● Customer Relationship Management (CRM) software — Salesforce software

● Maintained client financial records and accounts using automated systems

● Answered client’s questions about services, prices, or availability

● Provided wrap around services to clients, including post-sales or contract signings follow-ups

● Contacted prospective or existing client’s to discuss how services can meet their needs, and provide strategic internal referrals

● Emphasized or recommend service features based on knowledge of client’s needs and vendor capabilities and limitations

Customer Service:

● Made decisions and solved problems by, analyzing information and evaluating results to choose the best solution and solve problems

● Checked to ensure that appropriate changes were made to resolve customers' problems

● Prepared and completed contract forms, prepared change of address records, or issued service discontinuance orders, transactions, and regulatory compliance

● Processed customer bills or payments, and collected payments and fees

● Provided notifications to customers or patrons.

● Referred unresolved customer grievances to designated departments for further investigation

● Established and maintained interpersonal relationships by, developing constructive and cooperative working relationships with others, and maintaining them over time

● Updated and Used Relevant Knowledge to keep up-to-date technically and applying new knowledge to the job

Access software — Citrix cloud computing software

Database reporting software — SAP Crystal Reports

Database user interface and query software — Oracle software

Desktop communications software and Video conferencing software — Skype; Zoom; FaceTime; Google Meet; LogMeIn

Communication:

● Communicated with warehouse representatives regarding deliveries and supply issues to maintain a high standard of service and a good working relationship

● Maintained effective two – way communication with the assigned County Representative to ensure timely delivery of purchased goods

● Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints

● Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person Records Management:

● Maintained state and county records in compliance with Juvenile Detention laws

● Generated department reports for review at a county and state level

● Completed intake and processed all detainee funds for the Faulkner County Detention Center

● Performed administrative activities, such as day-to-day administrative tasks of maintaining information files and processing paperwork

● Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken

WORK HISTORY

Operations Supervisor 04/2020 - Current

Keefe Group, Conway, AR

Faulkner County Sheriff’s Office Juvenile Director 01/2013 - 04/2020 Faulkner County Sheriff’s Office, Conway, AR

Additional Positions Held:

● Juvenile Director

● Court Security Sergeant

● Court Security Corporal

● Booking Department Sergeant

● Booking Department Corporal

● Housing Department Corporal

● Booking Department Officer

● Juvenile Department Officer

● Part Time Officer

Education

University of Arkansas Community College of Morrilton 2010 – 2011 Morrilton, Arkansas

Conway Highschool Graduate 2009

Conway Highschool, Conway, Arkansas

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