Call Center Customer Care
Resume:
S LH U P E R V I S O R
L O R I H U R L E Y
E D U C A T I O N
Livonia, MI 48152
***********@*****.***
C O N T A C T
Henry Ford Community College
ASSOCIATE IN COMMERCE
DEGREE - BUSINESS OFFICE
SYSTEMS
S O F T W A R E E X P E R T I S E
Access Database
Ultipro Time and Attendance
Microsoft Excel
Microsoft Word
Adobe PageMaker
Claris Works
GroupWise
Interact
Sasi
Main Frame
E X P E R I E N C E
Allegiant Travel
March 2011 - May 2025
CUSTOMER CARE CALL CENTER SUPERVISOR
Enhanced Team Performance: Leads quality assurance initiatives by executing additional phone monitoring, providing detailed agent reporting, and conducting monthly coaching sessions, resulting in an 85% cumulative quality goal achievement.
Leadership and Staff Management: Provides direction to improve customer satisfaction, ensured adherence to departmental policies, managed staff benefits, and handled hiring, coaching, and disciplinary actions, while also stepping in to perform agent or specialist duties as needed.
Operational Efficiency: Oversaw scheduling, reconciled time and attendance for accurate payroll processing, managed overtime within budget, and implemented effective communication strategies through huddles and team meetings, contributing to the department's overall productivity. S U M M A R Y
Experienced Customer Care Call Center Supervisor with a strong background in team management, problem resolution, and customer service excellence. Proven ability to streamline operations, enhance team performance, and improve customer satisfaction. Now seeking to leverage organizational, communication, and leadership skills in an administrative or secretarial role to contribute to efficient office operations and support executive functions.
C E R T I F I C A T E S
“How to Excel at Managing and
Supervising People” - 2013
“Workplace Diversity Workshop” - 2001
American Airlines
STAFF ASSISTANT
Newsletter Editor & Reporting: Edited the EPQA Newsletter using Office FrontPage 2003 and Microsoft Expression; generated and distributed Field Engineering Authorization reports to FAA, AA Managers, and Directors. Timekeeping & Expense Management: Audited time usage and reports using AutoTA; managed employee expenses, travel arrangements, and confidential personnel files; supported onboarding for new employees. Meeting Coordination & Support: Coordinated and documented quarterly technical meetings, posted notes on SharePoint, and served as Administrator for the Rapid Response Team.
October 2007 - January 2011
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