Data Entry Customer Support
Resume:
Jessica L. Sargent
Orangeburg, SC 29115
Phone: 803-***-**** Email: ***********@*****.***
OBJECTIVE: To build my career through utilization of skills attained via multiple positions. I am seeking an opportunity that will promote growth and advancement while allowing the use of my leadership skills and knowledge in business administration.
PROFESSIONAL EXPERIENCE
Computer Science Corporation Blythewood, South Carolina September 2020 – Present
Customer Support Supervisor
Coaching meetings with staff
Supervise daily tasks
Work on performance improvement plans
Complete weekly scorecards and stats for individual employees
Integrated new phone system into workplace
WNS Columbia, South Carolina March 2018- September 2020
Assistant Manager of Operations
Supervise daily tasks of employees to ensure quality and SLAs are met
Completed weekly reports and managed client meetings to discuss reports
Managed quality team to ensure SLAs of CSRs and team met
Conducted weekly calibration meeting with client to ensure accurate quality reporting
Managed escalations as well as complaint log for state complaints on client
Conducted weekly interfaces with CSRs to discuss quality performance and behavior
Managed PIPs for all CSRs for quality and behavior
Developed KPI and Monthly Performance Plan for CSRs
Trained and certified new employees for call taking
Conducted weekly staff meetings with updates as well as focus areas for improvement
Successfully completed training and trained entire staff on new Workflow system as well as new Quoting/Process System
Vital member of Process Excellence Overview team working directly with the Sr Group Manager both overseas and locally to develop process improvement
Managed payroll and time off requests for 20 employees
Managed work from home transition during pandemic to ensure client confidentiality was maintained as well as SLAs
Computer Science Corporation Blythewood, South Carolina October 2012 – March 2018
Customer Support Supervisor
Supervise daily tasks of employees to ensure quality and standard SLAs are met
Reporting of weekly SLAs to customer as well as completing PFP bonus reports
Processes calls in a manner that ensures service level agreements (SLAs) are met or exceeded..
Performs data entry and matches documents to appropriate accounts to ensure up to date and accurate information.
Interfaces with team members, management, and customers in reference to customer service issues.
Reviews client reports on a weekly basis to ensure data integrity; prepares and submits report to management.
Reviews and recommends modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions.
Wiggles and Giggles Childcare Orangeburg, South Carolina December 2007 –July 2012
Owner/Director
Coordinated daily programs for children ages 6 weeks to 12 years for 78 children.
Maintained DSS regulations on a daily basis.
Conducted interviews and hiring for employment including background checks.
Completed weekly training meetings for employees regarding updated regulations and procedures.
Coordinated daily carpool for afterschool children from 3 different school locations.
Completed weekly menus and meal planning for children meeting DSS guidelines.
Handled calls and personal issues with parents regarding other children or staff.
Supervised all daily functions of the childcare program.
Manage all finances including payroll and payroll taxes.
EDUCATION
University of South Carolina Columbia, South Carolina August 1998-May 2002
Major: Business and Sports Management
TECHNICAL SKILLS
Over 10 years experience in providing customer satisfaction
Ability to type up to 55 wpm with maximum accuracy
Expert user of all Microsoft Office components such as Word, Excel, Power Point, and Outlook
Skilled at navigating various Windows environments like Home, Office, XP, Vista and the Internet
Knowledgeable in the use of basic office equipments-fax, copier, scanner, 10-key numeric pad, etc.
PERSONAL CONTRIBUTIONS
Excellent interpersonal skills; ability to work with a variety of personalities and age groups
Positive and professional attitude; always optimistic and motivational with clients and coworkers
Ability to thrive within a team; loyal and helpful to other team members
Capable of exuding strong leadership skills; able to manage multiple tasks and responsibilities without supervision
Punctual and efficient with time management; reliable and dependable
Extremely organized and detail oriented
Hard worker who is easily trained, and eager to take on new adventures
**REFERENCES UPON REQUEST**
Contact this candidate