Customer Service Supervisor
Resume:
Paula Iseton
Mattoon, IL *****
***********@*****.***
Professional Summary
Skilled customer service supervisor with 5 years of experience in a fast-paced environment, utilizing strong problem-solving skills to resolve customer complaints and improve processes. Proficient in office management, recruiting, and computer skills. Proven ability to develop strong relationships with key clients and provide exceptional customer service.
Work Experience
Customer Service Supervisor (CSS)
All Ways Caring HomeCare-Mattoon, IL
January 2022 to January 2025
• Maintained a high level of professionalism and empathy while handling sensitive customer situations
• Demonstrated strong problem-solving skills by effectively resolving customer complaints and finding appropriate solutions
• Assisted in the development of training materials for new hires, ensuring consistent delivery of company policies and procedures
• Participated in weekly team meetings providing feedback on common challenges faced by customers
• Developed strong relationships with key clients through regular follow-up calls ensuring their needs were met
• Assisted with training new hires on company policies, procedures, systems navigation, and effective communication techniques
• Provided exceptional customer service by promptly and courteously addressing inquiries, concerns, and complaints
Direct Care Staff (DCS)
All Ways Caring HomeCare-Mattoon, IL
January 2021 to January 2022
• Provided direct care and support to individuals with disabilities, ensuring their safety, well-being, and quality of life
• Assisted clients with daily living activities such as bathing, dressing, grooming, and meal preparation
• Implemented individualized care plans for each client based on their specific needs and goals
• Maintained accurate records of client progress, behaviors, incidents, and medication administration
• Ensured a clean and safe environment for clients by performing regular housekeeping tasks such as cleaning rooms, doing laundry, and organizing personal belongings
• Attended training sessions regularly to stay updated on best practices in direct care support
• Provided emotional support and companionship to clients during difficult times or when they needed someone to talk to
CSR - Customer Service Representative
First Mid-Bank & Trust-Mattoon, IL
March 2020 to December 2020
• Provided exceptional customer service to banking clients, addressing inquiries and resolving issues in a timely and professional manner
• Assisted customers with account transactions, including deposits, withdrawals, transfers, and bill payments
• Closely monitored customer accounts for fraudulent activity or suspicious transactions, taking immediate action when necessary
• Maintained thorough knowledge of banking products and services to effectively educate customers on available options
• Served as a point of contact for escalated customer complaints or concerns, ensuring prompt resolution while maintaining a high level of professionalism
• Demonstrated strong problem-solving skills by analyzing complex financial situations and providing appropriate solutions to customers' financial needs
• Participated in ongoing training sessions to stay updated on new banking regulations, policies, products, and technologies
Personal Assistant/Caregiver
Private Duty Care-Charleston, IL
May 2016 to February 2020
• Monitored vital signs and reported any changes or concerns to clients family
• Implemented individualized care plans based on client needs and preferences
• Closely monitored changes in client behavior or condition that may require immediate attention or intervention
• Informed family members about the status of their loved ones health conditions on a regular basis
• Maintained confidentiality and respected the privacy rights of client at all times
• Served as an advocate for clients rights, ensuring their voice was heard and their preferences were respected during decision-making processes
Education
Junior College in Cosmetology
Lake Land College - Mattoon, IL
August 1994 to May 1995
Skills
• Customer service
• Schedule management
• Communication skills
• Organizational skills
• Management
• Human resources
• Hiring
• Leadership
• Office management
• Customer support
• Supervising experience
• Recruiting
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