Customer Service Supervisor
Resume:
LaToiya Williams-Penigar
Whitefish Bay, WI *****
**********@*****.***
High-energy Supervisor with over 10 years of experience in Customer Service. Proficiently manage simultaneous tasks while motivating and leading team to the successful accomplishment of all work. Proficient with reaching and managing performance and customer satisfaction goals. Meticulously detail- oriented and organized with strong communication and interpersonal skills Willing to relocate: Anywhere
Work Experience
Customer Service Supervisor
Brady Corporation
June 2021 to July 2022
• Oversee 15 or more diverse employees
• Assist with process improvements for improvements within service level, retention goals, and overall customers’ experience
• Conduct monthly monitors to ensure accuracy is being delivered
• Worked closely with HR to develop process improvement and procedures and job description for the recruitment process
• Conduct problem solving and resolution in common day to day operations
• Run and analyze department reporting to ensure the integrity and drive continuous improvement
• Assigned with Training, development, and staffing of employees to provide continuous coverage
• Managed and forecasted daily call volume to ensure proper coverage for staffing purposes
• Ensures timely and accurate SAP transaction and system information is maintained, updated and readily available for team, including standard work, auditing, knowledgebase
• Responsible for Team performance, development and attainment of KPI results
• Identify process gaps and lead ongoing process and service improvement
• Manage all call, email and quality monitoring systems
• Responsible for writing and delivering performance reviews and recommendation pay for increase
• Strategically utilize and develop procedures and processes to meet business objectives
• Ran and analyzed department reports to ensure integrity and drive continuous improvements Business Team Leader
Weenergies - Milwaukee, WI
July 2013 to May 2021
• Oversee 20 or more diverse employees
• Assist with improvements to our current process such as service level to our customer,
• Conduct weekly monitors to ensure accuracy is being delivered to our customers on a satisfactory level
• Assist with providing additional one on one training to employees
• Conduct performance evaluations for the team; identifying strengths and weaknesses and monthly coaching and mentoring opportunities.
• Established Departmental goals and developed new streamlined processes to help with company and customer expectations.
• Oversee the Back-office team and make sure all work items were properly issued
• Assist with process modifications within the department to ensure accuracy was being performed and aligned with over care center
• Assigned with Training, development, and staffing of employees to provide continuous coverage
• Reviewed and conducted monthly audits on legal documents to ensure accuracy Liquidation Specialist
Wells Fargo Home Mortgage
November 2009 to April 2013
• Assisted homeowners with liquidation options such as short sale or deed in lieu
• Process Mortgage loans
• Adhere to all FHA and VA government regulations
Table Games Supervisor
Potawatomi Bingo Casino
January 2002 to October 2009
• Overseen 20 plus employees
• Ensure proper game handling was being followed
• Assisted with Training and Development of my staff
• Followed all federal regulations regarding issuing monetary reports
• Conducted daily audits on company reports
Education
Master's in business administration
University of Phoenix
2019 to Present
Bachelor's in business management
University of Phoenix
September 2022
Skills
• Auditing
• Process Improvement
• SAP
• Human Resources
• Research
• Mentoring
• Administrative Experience
• Management
• Employee Orientation
• Team Management
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