Customer Service Call Center

***********@*****.*** 720-***-**** **** E Florida AVE UNIT 3053, Denver, CO 80247-6210, 80247

Summary

Dynamic, results-oriented leader with over 20 years of experience in team supervision, project management, and business customer service. Skilled at developing high-performing teams, driving operational excellence, and exceeding performance goals. Strong problem solver focusing on data analysis, coaching, and mentoring to achieve business outcomes. Experienced office management professional with a solid background in administrative support and team leadership. Smoothly coordinates the work of team members while meeting challenging office demands. Specializes in industry environments.

Skills

Technical Support Supervisor Core Skills

Team Leadership & Coaching Call Center Operations

Conflict Resolution Data Analysis & Reporting

Customer Service Excellence Project Management

Recruiting & Onboarding

Experience

Comcast

Business – Supervisor

05/2015 - Current

Led and coached Customer Account Executives (CAEs) to resolve complex business inquiries, ensuring exceptional customer satisfaction

Achieved 100% team participation in business initiatives and goals

Managed special projects addressing chronic and repeat caller issues, leading to improved service quality

Conducted regular employee performance reviews with tailored coaching and development plans

Analyzed call center trends, providing recommendations for service level improvements

Delivered real-time monitoring and feedback to enhance productivity and quality

Processes and maintains time entry accuracy for payroll processing, performing reconciliation using established tools and reports (Tableau, Excel)

Audits attendance and validates unplanned attendance points (UAPs), initiating corrective actions and termination requests with urgency and accuracy

Audits accuracy of time and segments under the Downtime Policy, issuing risk letters as appropriate

SD

Comcast

Care Tier 1 Representative

01/2014 - 01/2015

Delivered technical troubleshooting and customer service across multiple business lines

Identified opportunities to support business growth and enhance customer loyalty

Fostered strong customer relationships with a focus on retention.

Convergys

Supervisor

08/2004 - 02/2014

Supervised daily call center operations and maintained performance reports on key metrics

Provided one-on-one coaching, side-by-side monitoring, and development planning for agents

Collaborated with HR to recruit, interview, and onboard new hires

Oversaw employee training, attendance tracking, and performance management processes.

06/1985

Resolves discrepancies through consultative problem-solving, following established processes and policies

Monitors leave of absence claims for approved usage and payroll alignment while maintaining strict confidentiality and the highest levels of integrity

Develops and prepares comprehensive team meeting agendas with accurate and thorough supporting documentation and presents them effectively to all organizational levels

Analyzes reporting to ensure accuracy, identify themes and trends, and bring closure to action items

Identifies and presents trends and outliers to client groups, acting as a consultative expert

Strategically prioritizes tasks and initiatives to achieve optimal results

Exercises sophisticated decision-making that upholds policy integrity while finding appropriate solutions in ambiguous situations requiring careful risk assessment

Consistent exercise of confidentiality and discretion in matters of significance

Has experience with, or the aptitude for using Workday, UKG/Kronos, Zendesk, Excel

Outlook, PowerPoint, Teams, and other tools and platforms as needed

Regular, consistent, and punctual attendance

Stays current with all policy and process updates and completes all required training on time

Other duties and responsibilities as assigned.

Education and Training

Northridge High School Fort Wayne, IND

High School Diploma in Business

GPA: 3.0

Additional Information

ADDITIONAL INFORMATION, Awards & Recognition, 2017 Business Champion Award Top Survey Action Item Award for "Your Voice"

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