Customer Service Call Center Supervisor

*** ******* ***** ** *** A • Creve Coeur, MO *****

636-***-**** • *********@*****.***

Nathan R. Apan

Objective / Qualifications Statement

I am looking for a position in which to fully exercise both past and present skills acquired through various experiences gained. I want to develop, lead, and organize a team who has a company’s best interest in mind.

Proven ability to establish goals and lead others to surpass expectations. Highly accomplished, reliable, & driven with strong time management and prioritization skills.

Spectrum/Charter Communications, Bridgeton MO

On the Job Training Customer Care Supervisor March 2018-Current

•Responsible for customer service training, coaching, development, and motivation in achieving goals as well as documenting progress in performance objectives.

•Responsible for achieving team productivity and quality metrics as well as other key performance measures to meet department and company objectives.

•Develop a high performance team of inbound service associates.

•Work with Human Resources to recruit, hire, interview and select service associates as needed.

•Provide the training, motivation and coaching to meet and exceed all performance goals assigned.

•Ensure service team is adequately trained in product knowledge, and service techniques.

•Monitor and report all individual and team performance on a weekly, monthly, quarterly, and annual basis using available tools such as agent/team score card as well as other performance tools.

•Works with peers, as well as other departments to ensure department goals and objectives are met including superior customer satisfaction.

•Communication of changes, product roll outs and key objectives via a variety of methods to ensure associate understanding and implementation.

•Resolve all customer related issues including escalations with the focus on superior customer satisfaction.

•Ensure consistency in tracking and administering service associate performance including attendance, punctuality, hiring practices, performance improvement plans.

•Interface with various departments to achieve customer satisfaction objectives.

•Work with team to evaluate agent mastery of systems including billing, desk top tools and techniques to maximize agent performance and productivity.

Training Lead Customer Care TTM August 2016-August 2017

•Assist the team supervisor supervising a team of ten or more associates daily.

•Coach and develop the new hires to ensure new hires are meeting company expectations.

•Monitor observations to make sure that Charter policy is being followed.

•Oversee new hires during their nesting period.

•Manage daily team meetings.

Head Lead Customer Care TTM June 2015-August 2016

•Assist the floor manager with making sure adequate coverage for the entire call center.

•Delegate direction to leads and adjust when needed to support the call center.

•Run hourly reports for management in regards to the call center’s service level.

•Provide support face to face to agents on the phone.

•Take escalated calls when a customer needs to speak to a supervisor.

•Process escalated tickets & customer issues that Tier I agents were unable to resolve.

•Train and develop agents who are transitioning into the lead position.

•Received Charter Champion Award and leader of the pack award.

Customer Service Rep Customer Care TTM June 2014-July 2015

•Assist customers with complex troubleshooting for phone and internet issues.

•Provide advance problem diagnosis while providing outstanding customer service.

•Educate the customers on how to troubleshoot their charter equipment.

•Take fifty plus incoming customer calls daily.

•Received Ace Awards and a Silver Award for doing a great job on my Charter metrics.

Comtrea, Festus MO April. 2010-October 2011

Front Desk

•Assist with scheduling appointments.

•Handled updating client’s charts.

•Maintained filing and protecting the security of sensitive information.

Quik Cash, Desloge MO May 2008-April 2010

Customer Service

•Administered loans making sure to follow state laws.

•Administered payment arrangements on defaulted loans.

•Provided assistance to customers with any questions regarding the process of loans.

•Maintained the office and responsible for the protection of sensitive information.

Site Oil Company, High Ridge MO April 2006-May 2008

Shift Supervisor

•Supervised 3 to 4 employees on a daily basis.

•Delegated duties to make sure my shift ran effectively.

•Monitored trends of possible unethical behavior from my team.

•Provided coaching when needed to help my team meet job expectations.

Convergys, Arnold MO October 2004-October 2006

Assistant Team Leader

•Assisted the Team Leader supervising a team of 10 or more associates daily.

•Performed coaching’s to ensure agents are meeting job expectations, manage team meetings, and build morale.

•Assisted in training and development reps to our process and tools.

•Traveled to Texas to work on a project and implementation of a new tool during company conversion.

Education

Obtaining Bachelor of Business Administration/Emphasis in Human Resources Management

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