Customer Service Supervisor - Insurance & Telecommunications

James Robertson

*** ****** *

Brazoria,Tx *****

Phone: 832-***-****

Professional Summary

Experienced Customer Service Supervisor with 10+ years of leadership experience in insurance and telecommunications industries. Proven track record of leading high performing teams, improving service metrics, mentoring employees, and managing performance evaluations. Skilled in Excel reporting, call auditing, team development, and cross-department collaboration.

Professional Experience

American National Insurance Company

Customer Service Supervisor

July 2016 – February 2026

• Led and supervised a team of 14 customer service representatives • Mentored new hires and supported employee career development • Handled escalated calls from agents and clients

• Conducted payroll responsibilities

• Led team, department, and interdepartmental meetings

• Audited team member customer interactions and provided coaching for performance improvement

• Created and maintained Excel metric reports to track performance data • Prepared quarterly performance reviews in Word

• Conducted annual reviews and determined merit-based raises • Developed PowerPoint presentations to communicate policy updates and operational changes

• Assisted employees with skill development and interview preparation for internal advancement

Dish Network LLC

Customer Service Team Lead

March 2014 – May 2016

• Led a team of 12 customer service agents

• Provided real-time support and coaching to improve performance metrics • Conducted 5–6 weekly call evaluations per employee

• Delivered one-on-one development sessions focused on behavior and performance improvement

• Resolved complex internal and external customer issues

• Trained new hires on policies, procedures, and performance standards • Assisted customers with troubleshooting satellite TV and internet service issues • Created PowerPoint presentations to communicate policy updates • Used Excel to track and verify team performance metrics

• Conducted quarterly and annual performance reviews, including compensation recommendations

Education

Some college coursework completed (Junior College)

Professional Designations

• Associate of Customer Service (LOMA)

• Associate, Life Management Institute (LOMA)

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