Customer Service Call Center Supervisor

TARA ANDREA GILMORE

Milwaukee, WI ***** 414-***-**** ************@*****.***

PROFESSIONAL SUMMARY

Customer service leader with 30+ years of experience in banking and call center environments. Experienced in supervising teams of 20 employees, managing daily operations, resolving escalations, and supporting performance improvement. Highly organized with strong workflow coordination and documentation skills. Proficient in Workday, Salesforce, and Support Now systems. Seeking a management-level role in customer service or call center operations.

PROFESSIONAL EXPERIENCE

BMO Harris Bank – Brookfield, WI

Customer Service Supervisor / Assistant Manager 2023 – 2026

• Supervise and support a team of 20 customer service representatives in a high-volume call center environment.

• Organize daily schedules, workflow distribution, and staffing coverage to meet service level goals.

• Utilize Workday and Salesforce to monitor performance metrics and maintain documentation.

• Use Support Now to research policies, resolve escalations, and guide staff procedures.

• Provide coaching and performance feedback to improve quality and customer satisfaction.

• Ensure compliance with BSA, AML, KYC, and internal banking regulations. Associate Personal Banker November 2016 – 2023

• Managed high-volume customer inquiries via phone, chat, and online platforms.

• Processed financial and non-financial transactions with strong attention to detail.

• Documented customer interactions accurately within Salesforce and internal systems.

• Resolved customer concerns while balancing multiple priorities efficiently. Octapharma Plasma, Inc. – Milwaukee, WI

Quality Associate / Medical Screening Supervisor / Trainer 2015 – 2016

• Maintained organized donor records and ensured regulatory compliance.

• Coordinated employee training and tracked competency completion.

• Ensured adherence to SOPs and cGMP standards.

CORE SKILLS

Team Leadership Call Center Operations Organizational & Time Management Escalation Resolution Regulatory Compliance (BSA, AML, KYC) Quality Monitoring Training & Onboarding Workday Salesforce Support Now

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