Customer Service Support

MARIA GOCHENOUR

Wichita, KS ***** 316-***-**** *********@*****.***

Personable Customer Service Supervisor with a background of effective leadership and excellent customer service. I demonstrate strong communication skills with internal and external customers. I provide a high quality of performance in supportive supervisory roles and I am skilled in mentoring team members in order to deliver exceptional service to those we serve. I believe in building team morale through effective communication while providing positive performance feedback to those under my direct supervision. I have years of experience defusing customer dissatisfaction and managing priorities with superior results. I oversee multiple tasks and manage employees successfully. I am a professional, who is committed, organized and efficient. I prioritize projects and multitask effectively to achieve project goals. I consider myself a detail- oriented team player with expertise in team leadership with 20+ years of experience. I demonstrate proficiency in effective assignment distribution, schedule creation and daily operations. I am a diplomatic, empathetic and respectful team player, a mentor who is driven and efficient. I am dependable, ethical and reliable with a willingness to learn and take on new tasks. Handling Escalations

Creative Problem-Solving

Performance Evaluations

Positive and Constructive Feedback

Time Management

Verbal and Written Communication

Decision Making

Team Building and Leadership

Docket management

Court processes

Records management

Schedule Management

Customer Service Supervisor, 08/2014 to Current

City Of Wichita- Government – Wichita, KS

Supervise, plan, delegate, and evaluate the work of 19 staff members, in the Customer Service Section and other areas as needed.

Enable staff to improve skills, achieve daily objectives and attain advancement. Update daily work schedules to account for changing staff levels and accommodate business demands and vacation requests.

Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.

PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

Coach team members to deliver hospitable, professional service while adhering to court policies. Conduct training and mentored team members to promote productivity, accuracy and commitment to friendly service.

Exceeded team goals and collaborated with staff members to implement customer service initiatives. Monitored metrics and developed actionable insights to improve efficiency and performance. Interviewed, hired and trained staff associates and equipped them to comply with Municipal Court policies and procedures.

Effectively answer questions and resolve complaints. Actively support clerks and customers by quickly responding to questions via phone or email by finding appropriate solutions to resolve issues.

Analyzed customer feedback to develop new strategies and corrective action. Assessed personnel performance and implemented incentives and team-building events to boost morale by reinitiating our employee recognition program.

Develop documentation logs and generate submitted reports as needed. Develop and implement written procedures and workflow guidelines for numerous front-line staff. Establish goals and provide self-evaluation of progress toward goal attainment. Evaluate and recommend resolution of internal and interdepartmental problems. Represent the court at meetings with outside departments to exchange ideas and information to streamline court processes.

Assume responsibilities of immediate supervisors in their absence. Interpret and explain city and state ordinances, individualized judges orders and court procedure to staff and public.

Use of good judgment and the capability to research and analyze information in order to make decisions on recurring assignments.

Willingness to learn new methods, procedures, and techniques. Ability to conform to proper standards of professional dress and appearance. Adequately function in Microsoft Word, Excel, Access, Outlook and Teams. Ability to operate standard office equipment, such as copy machine, fax machine, batchscanner, staplers, network printers of various sizes, multi-line telephone and 10 key calculators. Extensive experience dealing with angry people, and an ability to handle multiple priorities and concentrate on tasks without compromising the quality of my work. Approved regular payroll submissions for employees. Conduct weekly staff meetings with new employees and monthly team meetings to motivate staff and address concerns or questions regarding any updated court policies or procedures. Docket Clerk, 08/2012 to 08/2014

City Of Wichita, Government – Wichita, KS

Answered inquiries from the general public regarding judicial procedures, court appearances and trial dates.

Examined legal documents submitted to Municipal Court for adherence to laws and court procedures. Answered Inbound telephone calls daily to and transferred calls to appropriate colleagues as needed. Prepared and distributed court orders, probation orders and sentencing information. Used court software, EJustice, Biportal and Microsoft Office software to prepare dockets or calendars of cases.

Documented exhibits admitted during hearings.

Recorded findings and defendants pleas into our court database. Responded to in-person and telephone requests for information from the general public, attorneys and other involved parties regarding court appearances, trial dates, judicial procedures and fines. Maintained court dockets and updated disposition of cases after court hearings and trials. Searched files and contacted attorneys to obtain information for court as needed. Met with judges, attorneys and police officials to coordinate functions of court. Maintained a docket calendar and database for Environmental, CPD and DUI dockets. Deputy Court Clerk, 04/2005 to 08/2014

City Of Wichita, Government – Wichita, KS

Processed payments for fines and fees, and recorded amounts collected in the Ejustice court database. Maintained an accurate drawer, issued receipts and updated account balances. Responded to in-person and telephone requests for information from the general public, attorneys and other involved parties.

Examined legal documents submitted to courts for adherence to laws and court procedures. Answered inquiries from the general public regarding judicial procedures, court appearances and trial dates.

Searched files and contacted attorneys and to obtain information for court. Responded to inquiries from the general public regarding court appearances, trial dates, judicial procedures and fines.

Experience with Inbound and outbound telephone calls. Licensed Insurance Agent, 05/2003 to 04/2005

American Family Insurance – Wichita, KS

Provided coverage option information to assist clients in protecting assets. Exceeded corporate quotas for monthly policy sales. Developed sales leads from direct referrals, networking and targeted marketing campaigns. Scheduled appointments and consultations to determine client needs and overall financial situations. Tracked progress of all outstanding insurance claims. Reported policy changes and company conditions affecting customer satisfaction. Utilized advanced sales skills to overcome objections, persuade clients to purchase policies and close deals.

Attended continuing education courses and workshops to gain additional insurance industry knowledge. Promoted American Family products and services using upselling and other sales strategies. Obtained underwriting approval by completing an application for coverage. Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.

Upsold additional products and services after identifying customer needs and requirements. Worked to accommodate new and different insurance requests and explored new value opportunities to optimize insurance agency reputation.

Calculated quotes and educated potential clients on insurance options. Recommended type and amount of coverage based on analysis of customers' circumstances and needs. High School Diploma: 05/1997

Metro Meridian - Wichita, KS

Spanish

Limited Working

EDUCATION

LANGUAGES

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