Customer Service Supervisor
Resume:
Michael Patterson
Chicago, IL *****
**********@*****.***
Professional Summary
Results-driven Customer Service Supervisor with 15 years of experience in leading customer service teams and 30 years providing exceptional customer service. Proficient in various software and technologies, including Oracle, Big Commerce, Zendesk, Salesforce, EDI, Kinetic, Zoho, Hubspot, SaaS, Outlook, and Excel. Skilled in business development, account management, and telemarketing. Proven track record in resolving customer complaints and improving customer satisfaction. Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Customer Service Supervisor
MidWest Goods Distribution-Bensenville, IL
September 2018 to August 2024
• Provides necessary guidance, training and leadership to the customer service department.
• Delegates tasks to the Team lead and all associates to ensure productive workflow while maintaining all channels effectively.
• Oversees customer calls to observe employee's technical accuracy and compliance with the company policy and KPI standards.
• Leads department meetings to discuss current updates and/or action plans and requests recommendations/suggestions from the department employees.
• Reviews and resolves escalated situations on the phone and implements ways to provide excellent customer service. Data entry and answer emails.
Shipping and Receiving Supervisor
Ricoh USA, INC-Schaumburg, IL
July 2017 to September 2018
• Supervises day-to-day operations of specified 8-10 person sites.
• Handles formal contact with the customer on a daily basis in MS. Prepare KPI reports.
• Provides training on workflow and machine operations when necessary.
• Ensures all direct reports execute objectives by the use of a developmental plan/ninety (90) day plan and regular performance reviews; posting productivity, quality and deadline results.
• Handle returns and exchanges by ensuring that reverse distribution processes are followed according to standards and regulations.
• Receive incoming packages and parcels, enter into Ship Station and distribute to intended departments.
• Process outgoing packages and parcels. Create shipping labels. Shrink wrap skids and organize on dock for carrier pickup.
Call Center Coordinator
Best Buy Logistics-Woodridge, IL
September 2014 to December 2016
• Fulfill service-level agreements and Provide credits, retention and returns procedures.
• Oversee and supervise a team of agents. Monitor agents attendance, performance, and productivity for KPI reports.
• Coach, motivate, reward, counsel, and assist with disciplinary actions as necessary.
• Assist with employee training in the operation of equipment and in established processes.
• Maintain all reps availability for calls in que for measuring metrics, as well as, call performance for lost calls and customer's hold time.
• Assist reps with irate customer calls to assure resolution and customer satisfaction.
• Administrative duties to include verifying all activity logs are accurate and turned in on time. Data entry and answer emails request.
• Support the DC Supervisor in communicating daily and weekly department and building goals and projections.
• Monitor the labor of the department and promote team members as needed. Call Center Customer Service Supervisor
AT&T-Arlington Hts, IL
January 2012 to September 2014
• Oversee and supervise a team of agents.
• Coach, motivate, reward, and counsel with disciplinary actions as necessary.
• Process On-boarding procedures for new hires.
• Monitor rep's call to assure quality assurance.
• Customer verification, problem validation and documentation.
• Ticket Management.
• Manage escalations.
• Interface with internal and external Client/Vendor.
• Adhere to SLAs, processes and tools.
• Basic troubleshooting routers/circuits.
Call Center Education Advisor
TTC Marketing Solutions-Chicago, IL
September 2009 to October 2011
• Answered inquiries in an outbound call center providing sales, services and educational Marketing solutions per the client's request.
• Assisted in choosing schools and programs to achieve certificate, diploma and (various) degree levels.
• Answered clients educational questions with solutions for continuing educational needs.
• Participate in and facilitate special projects as required.
• Oversee Customer Retention Program.
In-Store Marketer Supervisor
Sears Home Improvement-Mokena, IL
July 2006 to August 2009
• Interviewed, hired, trained and developed in-store marketers for 15 store locations.
• Develop in-store marketers to set valid appointments according to the need of the customers.
• Display product samples at kiosk while setting valid appointments while in store.
• Submit to the corporate office new hire packets and schedule appointments for drug screenings.
• Improvised and delegate new ideas and concepts for increase in revenue and profit margin.
• Balance region monthly budget.
• Assisted with training of new supervisors.
Customer Service Manager
Beauty Mark Distribution Center-Evanston, IL
June 1996 to June 2006
• Interviewed and pre-screened new hires.
• Handled all store functions for Chicago, IL. (Downtown) location.
• Reconcile all daily cash receipts using POS system, data entry and answer emails.
• Replenish merchandise, inventory control and shipping of merchandise.
• Handled accounts payables and receivables.
• Resolve irate customer's complaints.
• Meet with new clients to accommodate their product and service needs.
• Rekindle accounts to increase profits.
• Oversee Sales and Marketing strategies.
Call Center Customer Service Supervisor
New Age Transportation-Elk Grove Village, IL
May 1990 to May 1996
• Prescreen new hires for Customer Service Department. • Answered calls in an inbound call center and schedule freight pick-ups for various clients.
• Train new hires in customer service procedures and required performance. Collect invoices and bills of ladings for billing purposes.
• Resolved customer's complaints. Rectify irate and dissatisfied customer complaints. Data entry and answer emails. Processed damage claims, missed merchandise pick-ups and late freight forwarding tickets.
• Monitor customer service telephone calls for quality assurance and training purposes. Education
High School Diploma
Curie High School - Chicago, IL
September 1982 to June 1986
Skills: CRM, Zoho, Zendesk, Hubspot, EDI, Kinetic, ERP, Oracle, Salesforce, Big Commerce, ShipStation, Management Information System, Quality Management System, Inventory Management System, Supply Chain Management, Task Management, Microsoft Word, Excel, Outlook.
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