NYPD SUPERVISOR
Resume:
JB
JOHNATHAN BRADHAM
**********@*****.*** 347-***-**** Brooklyn, NY 11216
Focused professional with several years of success in leadership and staff supervision. Successful at promoting improvements in customer relations, administrative quality and project management. Top-notch professional at communicating with customers and employees to solve problems. Customer-oriented professional with several-year progressive career focused on enhancing customer service with careful attention to detail and strong follow-through. Polished in assessing systems and developing strategies to reduce process lags. Outstanding organizational and customer-service abilities focused on driving team growth and business profitability.
Driven customer service supervisor offers several years of expertise in sales management and office administration. Polished in strategic planning and employee relations. Adaptable and versatile professional equipped with sound judgment and performance-based management approach. Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes office management, accounting, accounts receivable, invoicing, dispatching, database management, vendor negotiations and contract management. Recognized for exemplary customer service and team collaboration. Skilled professional knowledgeable about monitoring metrics and maximizing team success in fast-paced settings. Performance- and quality-driven with several years of experience. Natural leadership talent with motivational approach. Talented professional proven successful in leading administrative team members in high-volume settings. Knowledgeable about regulations, managing files, and producing professional correspondence for diverse needs. Articulate communicator with strong attention to detail and superior work ethic. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed.
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals. Performance Evaluations
Workflow Management
Service Delivery Optimization
Time Management
Continuous Improvement
Handling Escalations
Team Building and Leadership
Team Development
Issue Resolution
Complaint resolution
Decision-Making
Problem-Solving
Positive and Constructive Feedback
Employee Scheduling
Customer Relationship Management (CRM)
Workforce Management
Goal attainment
Customer Service
Complaint Handling
Schedule Management
Training and mentoring
Training programs
Call Monitoring
New Hire Training
Performance Management
Quality Assurance
Summary
Skills
Call Center Operations
Performance Evaluation
Policy Enforcement
Turnover Minimization
Customer Relations
New York City Police Department New
York, New York
Customer Service Supervisor
07/1994 - Current
Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
Created reports on daily, weekly, monthly basis related to customer service activities.
Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
Provided guidance and support to junior customer service representatives, including coaching and mentoring.
Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department. Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
Assisted in developing training materials for new hires as well as existing employees.
Ensured all customer inquiries were handled in accordance with company standards and regulations.
Trained new customer service representatives on company policies and procedures.
Supervised and trained customer service staff to ensure excellent customer service delivery.
Identified areas of improvement in the customer service process and developed strategies to address them.
Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
Evaluated employee performance reviews based on specific criteria set forth by management.
Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings. Collaborated closely with upper management on projects involving new initiatives or improvements within the department. Implemented programs designed to increase employee engagement within the team.
Assisted customers with product inquiries and resolving complaints promptly and professionally.
Maintained accurate records of customer interactions for future reference. Drove positive customer satisfaction levels by providing successful training to associates.
Addressed customer inquiries to increase customer satisfaction ratings. Monitored phone calls to provide feedback and coaching. Assessed team member performances by delivering one-on-one coaching to promote better service.
Evaluated and authenticated returns, exchanges and voids. Evaluated employee job performance and motivated staff to improve Experience
productivity.
Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback. Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
Set clear expectations and helped employees pursue optimal paths for achieving each target.
Delivered continuous training to associates to maximize performance and customer relations skills.
Monitored phone calls to promote better service and provide feedback. Answered phone calls and responded to questions and concerns. Provided day-to-day leadership to cultivate environment that exemplified company values.
Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
Enhanced company-wide procedures and policies to improve employee morale and boost customer satisfaction.
Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings. Assisted staff with resolving complex customer issues and implementing targeted solutions.
Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
Delegated work to staff, setting priorities and goals. Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
Interpreted and explained work procedures and policies to brief staff. Researched and prepared reports required by management or governmental agencies.
Resolved customer complaints or answered customers' questions. Discussed job performance problems with employees, identifying causes and issues to find solutions.
Issued work schedules, duty assignments and deadlines for office or administrative staff.
Implemented departmental policies and standards in conjunction with management to streamline internal processes.
Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
Coordinated with other supervisors, combining group efforts to achieve goals.
Guided employees in handling difficult or complex problems. Reviewed employees' work to check adherence to quality standards and proper procedures.
Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
Recommended solutions related to staffing issues and proposed procedural changes to managers.
New York City Police Department New
York, New York
Customer Service Supervisor
07/1994 - Current
Supervising 40 to 80 911 call takers and dispatchers on a rotating 24 hour basis. My primary responsibility is to insure the public safety of the residents and visitors of NYC. I assign, delegate and monitor the performance of each of my subordinates to insure the highest level of professionalism and performance at all times. I also monitor their performance by computer to insure and identify any concerns or areas of needed improvement. We maintain a high level of accountability due our role as first responders in an ever changing emergency environment successfully. I not only participate in hands on supervision, but maintain a professional repoire with each subordinate at all times delivering the support needed in challenging interactions with our callers. I also prepare scheduling and breaks for my subordinates. Performance evaluations are periodically performed by me, but daily written performances are done to insure the level we provide in uncompromised.
Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
Created reports on daily, weekly, monthly basis related to customer service activities.
Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
Provided guidance and support to junior customer service representatives, including coaching and mentoring.
Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department. Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
Assisted in developing training materials for new hires as well as existing employees.
Ensured all customer inquiries were handled in accordance with company standards and regulations.
Trained new customer service representatives on company policies and procedures.
Supervised and trained customer service staff to ensure excellent customer service delivery.
Identified areas of improvement in the customer service process and developed strategies to address them.
Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
Evaluated employee performance reviews based on specific criteria set forth by management.
Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings. Collaborated closely with upper management on projects involving new initiatives or improvements within the department. Implemented programs designed to increase employee engagement within the team.
Assisted customers with product inquiries and resolving complaints promptly and professionally.
Maintained accurate records of customer interactions for future reference. Drove positive customer satisfaction levels by providing successful training to associates.
Addressed customer inquiries to increase customer satisfaction ratings. Monitored phone calls to provide feedback and coaching. Assessed team member performances by delivering one-on-one coaching to promote better service.
Evaluated and authenticated returns, exchanges and voids. Evaluated employee job performance and motivated staff to improve productivity.
Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback. Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
Set clear expectations and helped employees pursue optimal paths for achieving each target.
Delivered continuous training to associates to maximize performance and customer relations skills.
Monitored phone calls to promote better service and provide feedback. Answered phone calls and responded to questions and concerns. Provided day-to-day leadership to cultivate environment that exemplified company values.
Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
Enhanced company-wide procedures and policies to improve employee morale and boost customer satisfaction.
Created training manuals to resolve simple and complex customer issues. Interviewed, hired and trained staff to meet company objectives. Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings. Assisted staff with resolving complex customer issues and implementing targeted solutions.
Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
Delegated work to staff, setting priorities and goals. Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
Interpreted and explained work procedures and policies to brief staff. Researched and prepared reports required by management or governmental agencies.
Resolved customer complaints or answered customers' questions. Discussed job performance problems with employees, identifying causes and issues to find solutions.
Issued work schedules, duty assignments and deadlines for office or administrative staff.
Implemented departmental policies and standards in conjunction with management to streamline internal processes.
Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
Coordinated with other supervisors, combining group efforts to achieve goals.
Guided employees in handling difficult or complex problems. Reviewed employees' work to check adherence to quality standards and proper procedures.
Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
Recommended solutions related to staffing issues and proposed procedural changes to managers.
Baruch College of The City University of New York New York, NY Some College (No Degree) in Business Administration and Management Education and Training
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