Customer Service Call Center

Erin Hall

Reading, PA ***** **********@*****.*** 610-***-****

Professional Summary

Dynamic and results-driven Customer Service Supervisor with 8+ years of progressive experience leading high-performing teams, streamlining service operations, and resolving escalated customer concerns. Proven ability to coach, motivate, and develop employees in fast-paced environments. Known for bringing military discipline and structure to leadership, ensuring team efficiency and consistent achievement of KPIs. Proficient in Microsoft Office, call center systems, data analysis, and customer engagement strategies. Professional Experience

Self Employed — Reading, PA Photography

August 2025 – Present

• Specialize in portrait, event, and family photography

• Manage all aspects of the business including client booking, editing, and social media marketing

• Use Canon EOS R100 and Adobe Lightroom/Photoshop for post-production Rentokil Terminix — Reading, PA Customer Care Supervisor June 2023 – July 2025

• Supervised and coached a team of 10+ customer service agents in a fast-paced call center environment

• Tracked performance metrics, delivered feedback, and ensured adherence to service KPIs

• Resolved complex escalations with professionalism, improving customer satisfaction scores

• Streamlined workflows, resulting in improved efficiency and reduced call handling times Service Access and Management, Inc. — Reading, PA Forensic Case Manager February 2023 – June 2023

• Supported clients with dual mental health and legal system involvement

• Collaborated with stakeholders to create actionable goals and connect clients with resources

• Maintained detailed case documentation and ensured compliance with state guidelines Rentokil North America — Reading, PA Senior Customer Service Representative July 2020 – February 2023

• Provided high-level customer support, including billing, scheduling, and data reporting

• Led training sessions, mentored new hires, and helped implement procedural improvements

• Prepared Excel-based performance reports and conducted team performance reviews Country Meadows Retirement Communities & Visiting Angels — Wyomissing, PA Personal Care Aide August 2019 – June 2020

• Assisted residents with hygiene, meals, mobility, and companionship during COVID-19

• Delivered personalized in-home care, including medication reminders and transportation

• Built strong rapport with clients and maintained independence-focused support Met-Ed First Energy — Reading, PA Customer Service Representative December 2018 – August 2019

• Handled high call volumes, resolving billing, service, and account inquiries

• Supported team members and assisted with onboarding and informal training Security Officer / Receptionist — G4S Secure Solutions & DSI Security 2017 – 2018

• Monitored facilities, enforced safety protocols, and provided visitor assistance

• Trained in de-escalation and emergency response

U.S. Military — Pennsylvania Soldier, Army National Guard March 2011 – February 2017

• Honed leadership, discipline, and operational excellence through military service

• Worked collaboratively in high-pressure, team-oriented environments Education

University of Phoenix — Bachelor’s Degree in Criminal Justice Administration, July 2021 Wilson High School, West Lawn, PA — High School Diploma, June 2011 Key Skills

• Team Leadership & Development

• Conflict Resolution & Escalation Management

• Call Center Operations & KPI Monitoring

• Microsoft Office Suite (Excel, PowerPoint, Word)

• Case Management & Client Support

• Data Entry & Report Generation

• Military-Inspired Work Ethic

• Communication & Presentation Skills

• Healthcare Support & Documentation

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