Customer Service Supervisor

Location:

Santaquin, UT

Posted:

August 28, 2025

Contact this candidate

Resume:

Kenna Clark

*** * ******** **., ******, UT *****

Cell #: 801-***-****

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

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

Career Overview

Dedicated Customer Service Supervisor motivated to maintain customer satisfaction and contribute to company success.

Core Strengths

Strong organizational skills Works well independently

Active listening skills Energetic work attitude

Customer service expert Team player

Courteous demeanor Sharp Problem Solver

Seasoned in conflict resolution Time Management

Dependable Flexible with time

Accomplishments

Customer Service

Moved up from a CSR to a Shutter Rep. then to a Lead. From a Lead to a Supervisor. I am currently the Supervisor for our shutter department.

Customer Assistance

Worked with company systems such as SAP, ECC, Cisco, ININ, Salesforce, & Talkdesk. Also diligently completed all assigned tasks, working overtime as needed.

Work Experience

Hunter Douglas, Shutter Supervisor 2021-present

Fill out score cards (productivity, QC scores, attendance, etc.) for Customer Service Reps.

Collect data from different reports to put together the CSR’s score cards

Answer SMS (text messages) & Assists (questions from CSR’s and Sales Reps)

Help assist in any part of the job that the CSR’s handle when needed

Take escalated calls

Coach and develop (1:1’s – meeting with CSR) go over their productivity etc.

Coaching on calls and emails

Answer Management email box

Help assist in training the new employees

Attend daily meetings with other Supervisors and the Manager

Attend leadership meetings weekly/bi-weekly (includes Leads and the Director)

Hold and conduct team meetings with an Agenda (for all employees)

Meet deadlines for reports and coaching’s

Assisted in cross-training of employees in data entry and other area’s (Shutters)

Involved in the roll out of a new system for the company (OneHD-SAP)

Super-user for the new system (assist in training)

Work overtime as needed

Added new system – Talkdesk to answer calls in mid 2022

Also newly added Salesforce at the end of 2022

Hunter Douglas, Customer Service Rep. / Shutter Rep. 2020-2021

Run reports for Follow-Ups & Fixes – Unapproved Credits/Billing Block, C1 holds & Incompletes

Maintained customer satisfaction through effective communication & problem solving skills.

Entered both blind/shutter orders & parts in a timely & effective matter.

Proofed & checked orders completed by co-workers for accuracy.

Assisted customers with product questions, status's, pricing, repairs, placing orders, & ordering parts.

Assisted Sales Representatives with questions on their dealer's accounts.

Cross-trained & provided back-up for other customer service representatives when needed.

Guaranteed positive customer experiences & resolve customer complaints.

Successfully interacted with customers in resolving their issues with products.

Promptly responded to general inquiries from dealers, staff, and client, via e-mail & fax.

Responsible to maintain the companies, customers, & co-workers e-mails and faxes.

Traveled to our plant to see the products & procedures & how they are produced.

Managed quality communication, customer support & product representation for each client.

Generated sales and inventory reports in Excel with data from a variety of sources, maintaining a 100% accuracy rate.

Implemented follow-up if unable to resolve issues promptly.

Expressed appreciation & invited customers to return to the company.

Maintained confidential account information

Hunter Douglas, Supervisor 2019-2020

Fill out score cards (productivity, QC scores, attendance, etc.) for Customer Service Reps.

Collect data from different reports to put together the CSR’s score cards

Answer SMS (text messages) & Assists (questions from CSR’s and Sales Reps)

Help assist in any part of the job that the CSR’s handle when needed

Take escalated calls

Coach and develop (1:1’s – meeting with CSR) go over their productivity etc.

Coaching on calls and emails

Answer Management email box

Help assist in training the new employees

Attend daily meetings with other Supervisors and the Manager

Attend leadership meetings weekly/bi-weekly (includes Leads and the Director)

Hold and conduct team meetings with an Agenda (for all employees)

Meet deadlines for reports and coaching’s

Assisted in cross-training of employees in data entry and other area’s (Shutters)

Involved in the roll out of a new system for the company (OneHD-SAP)

Super-user for the new system (assist in training)

Work overtime as needed

Hunter Douglas, Lead 2016-2019

Answer high priority emails from ASM’S (Area Sales Managers) & CBGCS emails

Answer SMS (text messages) & Assists (questions from CSR’s and Sales Reps)

Help my team enter orders & answer emails as needed

Handle shipping report(s)

Enter orders, remakes, debit memos, credits etc. when needed

Follow up with customers, via email (hold notices)

Quality Assurance (grading calls & instant coaching with feedback)

Split orders so they can be entered

Verify orders

Attend leadership meetings weekly/bi-weekly

Help co-workers as a backup when they are out of the office

Hold & conduct team meetings

Shutter back-up

Taking on an extra task in March, possibly June by helping test a new system (OneHD-SAP)

Work overtime as needed

Help assist in training the new employees

Work overtime as needed

Hunter Douglas, Customer Service Rep. / Shutter Rep. 2007 -2016

Maintained customer satisfaction through effective communication & problem solving skills.

Entered both blind/shutter orders & parts in a timely & effective matter.

Proofed & checked orders completed by co-workers for accuracy.

Assisted customers with product questions, troubleshooting, status's, pricing, repairs, placing orders, & ordering parts.