Customer Service Supervisor

MELISSA LITTLE

Williamston, SC 864-***-**** ***********@*****.*** www.linkedin.com/in/melissa-faye-little CUSTOMER SERVICE LEADER

Skilled Customer Service Supervisor knowledgeable about monitoring metrics and maximizing team success in fast-paced virtual and face to face settings. Performance and quality driven with 20 years of experience. Natural leadership talent with motivational approach. SKILLS

Team Building and Leadership Communication Interviewing and Hiring One Call Resolution Problem-Solving Workflow Management Handling Escalations Performance Evaluations Quality Assurance Coaching & Mentoring Reporting & Analysis Staff Development and Training Multitasking and Organization

EXPERIENCE

Verizon Wireless, Greenville, SC 11/2003-Current

Customer Service Supervisor

Responsible for the daily operations of a team of up to 19 Customer Service Advocates and/or Specialists.

● Deliver daily coaching and feedback to assist Customer Service Advocates and Specialists to achieve their performance agreement and career goals.

● Coaching to career progression leading to over half of all my team members posting and being hired for other positions within the company.

● Facilitate team and classroom training as well as meetings to find creative solutions for the customer leading to overall results improvements across the team.

● Document and administer Performance Improvement Plans and Performance Appraisals.

● Effectively manage and coach inconsistent behavioral patterns in regards to the company's Business Code violations in regards to attendance and performance.

● Communicate ideas and recommendations to all levels of the company with tact, common courtesy, persuasion, and discretion to achieve company objectives.

● Lead front line team through digital engagement pilot.

● Compiling data and information from multiple teams for subject matter expert role on Senior Manager Teams.

● Experience in leading teams through digital transformation has allowed me to identify gaps in self-serve options and create ideas on how to close that gap for customers.

● Possess excellent time management and strategic planning skills which have allowed me to consistently be able to maintain or exceed expectations of my workload.

● Superior customer service results in order to positively respond to a customer's concerns.

● Created culture calendars for Senior Manager Organization in order to drive Org culture that improved employee survey results by 2%.

Melissa Little ***********@*****.*** Page 1

● Proactively sought out and participated in a job fair recruiting event. Pilot and test agent assist bot and provide feedback on what is working well and what needs improvement.

● Engage in proactive conversations about attendance with 150+ employees.

● Address lost time for outlier employees including corrective action leading to lost shrinkage going from over 6% to under 2% consistently. .

● Performed schedule corrections daily to ensure lost time reporting was accurate.

● Run reports such as lost time, pending corrective action, etc for my peers to assist them with time management.

● Reviewed and approved timesheets for accuracy weekly for 150+ employees.

● Engaged in conversations around attendance options like paid time off, sick time, or disability and where the employees can view their options themselves.

● Keep up to date digital records of all conversations with employees around attendance and corrective action.

Verizon Wireless, Greenville, SC 08/2018-12/2018

New Employee Exp. Supervisor-Customer Service

Responsible for large team management for new employees. Coached and developed Support Coordinator's leadership skills so they would be able to deliver in the moment coaching, huddle content, team meeting content, and drive current team and company initiatives.

● Assisted Support Coordinators with career progression: 2 posted and accepted Customer Service Pro positions and 1 to Technical Support.

● Bridged the gap between the training environment and the call center floor for new employees.

● Ensure quality standards were successfully introduced to the new hire classes.

● Facilitated multiple trainings in front of large audiences focused on key areas of the business as well as driving digital engagement.

● Lead a new employee base through the digital engagement pilot.

● Responsible for coordinating with multiple departments such as HR training, talent acquisition, Attendance and Intraday Management Team, to ensure that onboarding and training were efficient and successful.

● Interviewing potential new hire employees and giving hiring recommendations to talent acquisition team.

● Proactively participated and collaborated in creating coaching goals and curriculum for new employees.

Verizon Wireless, Greenville, SC 02/2006-04/2007

Sr Rep-Customer Service

Managed customer service and administrative tasks to resolve customer issues quickly and efficiently.

● Recipient of multiple positive reviews acknowledging dedication to excellent customer service.

● Routinely answer customer questions regarding merchandise and pricing.

● Developed a reputation as an efficient service provider with high levels of accuracy.

● Investigated and resolved customer inquiries and complaints in a timely and empathic manner. Verizon Wireless, Greenville, SC 11/2003-01/2006

Rep-Customer Service

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