Call Center Supervisor and Technical Support Leader
Resume:
JENNIFER DIXON
Tooele, Utah
***********@*****.***
PROFESSIONAL SUMMARY:
A Supervisor and Call Center Contact Specialist with more than a decade of experience in areas such as Supervising a team, Managing reports and team stats, Center, Coaching, Technical Support, Quality, Escalations, Customer Service, Project Management, Incident Management and Workforce Management. A Leader that effectively leads through methods of devising systems to make things run more smoothly and developing new solutions to old problems. Experienced with various Center technologies such as Enterprise, SAP, Salesforce, Service-Now, Cisco Unified Communications and Avaya CMS (Call Management Systems). Additional software experience includes Microsoft Dynamics and other CRM Solutions as well as telephony devices such as ACD and IVR. Fully adept at quickly training and deploying new technologies, concepts, ideas, and methods with an understanding of focusing on continuous improvement. Demonstrates initiative and excels in managing client expectations and delivery. SKILL-SET AND ABILITY:
Leadership ● Problem Solving Processes ● Team Building ● Motivating Teams ● Organizing Workflow ● Escalations Management ● Operational Improvements ● Customer Implementation and Onboarding ● Attention to Detail ● Organization ● Adaptability ● Customer Focus ● First Contact Resolution ● Relationship Building ● Conflict Management ● Account and Portfolio Management ● Project Management and Prioritization ● Technical Support and Troubleshooting ● Customer Training and Education ● Communication and Relationship Building ● Documentation and Process Improvement ● Data Driven Decision Making EDUCATION:
FORMAL EDUCATION:
Diploma of Applied Studies, Alpine Life Learning Center SYSTEMS TRAINING:
Course: Salesforce Integrated Solutions CRM
COURSES COMPLETED:
● Systems, Applications and Products (SAP) ● Salesforce ● Microsoft Dynamics ● Client Relationship Management Software’s (CRM) ● Automatic Call Delivery Systems (ACD) ● Cisco Unified Communications Support Solutions ● Avaya Call Management system (CMS) ● Introduction to Microsoft Dynamics (CRM) ● Service-Now ● Active Human Leadership ● Introduction to Change Management ● Setting Expectations and Delegating Effectively ● Developing Your Career with the Core Leadership Capabilities ● Conflict Management
● Empowering Through Disruptive Leadership ● Business Writing ● Building Your Leadership Brand ● Establishing Performance and Goal Expectations for your Team ● Managing Remotely ● Conducting Constructing Conversations ● Management Essentials ● Foundations of Trust ● Leadership Essentials ● Leading with Influence ● Decision Making and Problem Solving ● Accountability in the Workplace ● Emotional Intelligence ● Evaluating Performance on your Team ● Understanding the Impact of Change ● Coaching for Results ● Interview Skills & Interviewing Effectively ● The Future of Virtual Leadership ● Continuous Performance Conversations
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JENNIFER DIXON
794 East Vine Street
Tooele, Utah
***********@*****.***
COMPLIANCE TRAINING:
HIPAA Privacy Training and Private Information Security PROFESSIONAL EXPERIENCE:
2010 to Feb 2026 – Henry Schein One, A Division of Henry Schein Corporation Henry Schein One is the world's largest dental practice management software company. Specializing in integrated dental technology, practice management software, patient communication and marketing systems. Supervisor of Order Provisioning Team: Tasked with managing a team of 9. Monitoring daily tasks and managing the processing and provisioning of hundreds of accounts each day.
● Recording, and reporting daily tasks and stats
● Escalation management
● Updated processes and documentation to improve efficiency and reduce errors
● Creating and modifying SOP’s and training materials
● Training and onboarding new team members
● Enhancing performance
● Building a team environment
● Handling quarterly compliance reporting
● Coordinated cross-departmentally to resolve issues and maintain service quality
● Set clear expectations with customers and internal teams to ensure smooth transitions and high satisfaction rate
Advanced Technical Support and Next Level Help Specialist: Tasked with the execution of the overall vision, direction, and strategy for providing Senior Level help and Support for Tier I and II E-services Software’s.
● This Role supported effective internal and external client relationships within a defined area of responsibility.
● Responsibilities included the daily ensuring that service levels, KPI’s and Metrics are achieved.
● Assists clients with advanced troubleshooting of products.
● Works with SME/QA/Dev of the solutions of known problems.
● Motivates and share my knowledge with other technicians.
● Assists other technicians with advanced troubleshooting and utilities
● Executes day-to-day activities of the team including statistical reporting, team mentoring, ongoing trainings, weekly meetings, and knowledgebase documentation to promote high levels of customer satisfaction.
● Manages highly escalated offices
● Works with SME/QA/Dev of the solutions of known problems
● Assists with HIPPA and legal cases
● Assists in the revision of the escalation process (reduced average department escalations from 300+ monthly down to 85 monthly)
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JENNIFER DIXON
794 East Vine Street
Tooele, Utah
***********@*****.***
● Assists in the monitoring and tracking of escalations
● Motivates and share my knowledge with other technicians
● Assists in management of outbound callback list
● Ensures use of materials and equipment to meet those expectations.
● Being placed in a role that executes strengths to meet those expectations.
● Focuses on individual and team performance via goal setting, ongoing communication, and opportunities to ensure high levels of customer service and job performance are achieved.
● Works closely with customers, other teams, departments, and levels of management as needed for problem resolution and/or process improvements to ensure effective and timely service for internal and external customers.
● Executes service delivery with people, process, and client relationship management. Make sure all people, process issues, and escalations are addressed in compliance with organization policy.
● Exercises consistent judgment and discretion with work directly related to management policies and the general operations of the business.
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