Call Center Customer Service

SUMMARY

*Hard working, dependable, quick learning, firsthand.

*Collaborator with effective communication and people skills.

WORK EXPERIENCE

November 2024-Current (Temp Position)

Customer Service Supervisor - Remote

Cdpap - PPL

United States

Supervises staff that answer calls for a project. Including mentoring a developing staff as well as providing ongoing feedback on an individual and on a team level.

Reviews and monitors call volumes and statistics.

Help with fresh staff training and ongoing refresher training as needed.

Takes escalated calls.

•Updates all call center tracking tools and reports.

Participate in call center audits and quality assurance functions.

Prepares and supports department operating procedures and control documents.

Makes recommendations for process improvement to enhance performance.

•Completes quarterly performance reviews.

Provides 1:1 meeting with each staff member on a bi-weekly basis.

Holds monthly team meeting

March 2008-June 2024

Call Center Supervisor / Dispatcher / Customer Service Representative

Suffolk Bus Corp

United States

*Heavy phone volume, dispatching drivers, customer complaints, customer service, data entry skills, people skills, problem solving, multitasking. Quarterly quality control meetings, road observation.

*Superior Communication skills, comfortable engaging in a variety of different communicative modes (verbal, non-verbal, and written) and being attuned to others through strong active listening skills.

*The ability to use careful, measured judgment and decision making

*Able to Identify problems, their sources, and their potential solutions while continuing to successfully conduct day-to-day operations without interruption.

*Managing, motivating, developing, and directing people in their work *Able to build relationships between individuals and within the department.

*Effective communication, both written and verbal.

*Listening skills, interpersonal building skills.

*Patient and empathetic attitude.

*Comfortable working in a challenging environment

*De-escalate situations involving dissatisfied customers in offering Help and support.

*Interview & assist potential new employees for Call Center.

*Worked proactively with management team.

EDUCATION

High School Diploma

Brentwood

Brentwood, New York, United States

High School Diploma

SKILLS

Citrix Five 9 Verint

Customer Service Dispatching Heavy Phone

Data Entry Excellent Written and Verbal Communication Skills Multitasking

Problem Solving Drivers Office Management

Call Center Management Team Player Problem Solving Skills

Communication Skills Staff Training

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