Customer Service Supervisor with 23 Years Experience

Judi Drake

Fort Lauderdale, FL *****

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

954-***-****

Professional Summary

Experienced Customer Service Supervisor with 23 years at Global Response, progressing from phone agent to leading teams of up to 70 agents during peak seasons. Skilled in team leadership, training, quality assurance, and multi-channel support within the e-commerce industry. Adept at driving customer satisfaction, process improvements, and team development. Seeking opportunities to leverage expertise in customer service leadership roles.

Authorized to work in the US for any employer

Work Experience

Customer Service Supervisor

Global Response

November 2002 to Present

* Promoted from phone agent to supervisor after 2 years due to strong performance and leadership skills

* Supervise up to 70 agents during peak holiday seasons, ensuring high-quality customer service

* Oversee daily operations for phone, live chat, and text support channels to meet customer needs

* Manage and resolve escalated customer issues, maintaining client satisfaction and loyalty

* Train and mentor new agents, supporting their development and team integration

* Monitor and review agent performance, providing feedback and coaching for continuous improvement

* Coordinate team schedules and assignments to optimize coverage and efficiency

* Handle customer emails and chat inquiries during off-season, maintaining service standards Education

Fort Lauderdale High School-Fort Lauderdale, FL

September 1975 to June 1979

Skills

• Phone etiquette

• Computer literacy

• Microsoft Office

• Teamwork

• Customer service (10+ years)

• Customer support specialist experience

• Call center experience

• Individual consumer customer service

• Supervising (10+ years)

• Training & development

• Customer issue escalation

• Handling customer exchanges

• Supervising experience

• LiveChat

• Customer support experience within e-commerce industry

• Typing

• Data entry

• Windows

• Customer communication strategy

• Customer support ticket management

• Zendesk

• Managing teams in a customer support role - Largest customer support team managed (11-15 team members)

• Asana

• Client interaction via phone calls

• Live Text

• Order inquiry handling

• Basic math

• Computer operation

• Providing product information

• Customer success strategy

• Customer Personalization

• Leadership (10+ years)

• Quality Assurance (10+ years)

• Microsoft Excel

• Technical support

• Loyalty programs

• Client email correspondence

• Microsoft Word

• Order processing

• Data-driven decision making

• Microsoft Ofice (10+ years)

• Team training

• Call center agent experience

• Email customer support

• Customer inquiry handling

• Technical Proficiency

• Employee engagement

• Customer support - Customer support experience (6-10 years)

• Word processing

• Phone customer support

• Mentoring

• Employee performance reporting

• Client relationship development

• Cross-functional customer service initiatives

• Client services

• Training (10+ years)

• Emails

• Performance reviews

• Productivity software

• Team development

• Customer complaint resolution

• Shopify

• Microsoft Outlook

• Operating systems

• Microsoft Teams

• Billing issue inquiries

• Live chat

Languages

• English

Certifications and Licenses

Driver's License

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