Customer Service Supervisor

Leisa Jackson

*********@*****.***

Education

St. Johns River State College Palatka, FL

Associates Degree: Medical Office Administration 2014 Work Experience

Rural Route Mail Carrier April 2023 – Current

Pony Express Courier Van, WV

• Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.

• Followed safety protocols and regulations while driving, upholding professional service reputation.

• Delivered mail and packages to customers on prescribed route while processing check submissions, money orders, and stamp purchases in field.

• Organized mail ahead of delivery runs for correct routing. Customer Service Supervisor Amazon.com Services April 2017 – Nov 2022 Amazon Remote

• Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.

• Conducted training and mentored team members to promote productivity and commitment to friendly service.

• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.

• Coached employees through day-to-day work and complex problems. Customer Service Supervisor Jan 2016 – April 2017

Concentrix Remote

• Managed supervisor itinerary and appointments and streamlined scheduling procedures.

• Coached team members to deliver hospitable, professional service while adhering to set service models.

• Coached employees through day-to-day work and complex problems.

• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills Customer Service Support Representative Aug 2008 – June 2013 Alorica Palatka, Fl

• Researched and identified solutions to technical problems.

• Responded to customer inquiries and provided technical assistance over phone and in person.

• Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions

• Diagnosed and troubleshot hardware, software and network issues. Skills

Key Performance Indicators (KPIs), Research and Analysis, Business Operations, Performance Metric, Verbal and Written Communication, Call Monitoring, Customer Service

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