Customer Experience & Operations Leader with Data Analytics

Leslie Samuels

*** ***** ***** ****, ****, South Carolina 29063 839-***-**** *******.*********@*****.*** PROFESSIONAL SUMMARY

Customer Support and Operations Supervisor experienced leading remote and call center teams in telecommunications, financial services, and outsourced customer experience environments. Proven ability to manage support operations, resolve escalations, improve service metrics, and coach high-performing teams. Combines leadership experience with a Bachelor of Science in Data Analytics to improve operational performance through data-driven decision making. CORE COMPETENCIES

Customer Support Leadership

Remote Team Supervision

Call Center Operations

Escalation Management

Customer Satisfaction (CSAT) Improvement

Service Level Agreement (SLA) Management

Workforce Scheduling

Quality Assurance Monitoring

CRM Systems (Salesforce, Zendesk, ServiceNow)

Data Analysis & Reporting

Operational Performance Improvement

PROFESSIONAL EXPERIENCE

AT&T; – Customer Service Supervisor (Remote/Call Center) 2019 – 2025

- Managed customer service teams handling telecommunications service and billing inquiries.

- Improved operational efficiency through performance monitoring and workforce scheduling.

- Analyzed call center data and service metrics to improve team productivity.

- Resolved complex customer complaints and coordinated solutions across departments.

- Led agent training programs focused on service quality and customer experience. SYKES Enterprises – Remote Customer Support Supervisor 2015 – 2019

- Supervised remote teams delivering phone, chat, and email customer support.

- Monitored service metrics including response time, CSAT scores, and resolution rates.

- Conducted coaching sessions and performance reviews for support representatives.

- Reduced escalation rates through targeted training and improved service procedures.

- Ensured compliance with company service standards and customer data security policies. Morgan Stanley – Client Service Support Supervisor 2009 – 2015

- Supervised client service associates supporting financial account inquiries.

- Managed workflow distribution and monitored service response times.

- Trained staff in customer communication and service procedures.

- Handled escalated client service issues and ensured timely resolution.

- Produced operational reports tracking service performance and trends. EDUCATION

Bachelor of Science – Data Analytics

University of South Carolina

Graduated 2007

TECHNICAL SKILLS

Salesforce

Zendesk

ServiceNow

Microsoft Office

Google Workspace

Call Center Reporting Tools

Customer Relationship Management (CRM) Platforms

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