Team Supervisor - Customer Experience & Coaching
Resume:
OW
OMAR WILLIAMS
****.**********@******.*** 402-***-**** Omaha, NE 68107 WWW: Bold Profile
Results-oriented professional with experience in team supervision and performance enhancement. Skilled in training and mentoring employees, fostering collaboration, and implementing strategies that drive operational efficiency and customer satisfaction.
• Team supervision
• Performance monitoring
• Workflow management
• Training development
• Performance improvement
• Conflict resolution
• Assignment delegation
• Employee coaching
• Coaching and mentoring
• Team Check-ins
• Contact center operations
• Client service
• Customer relationship management
• Complaint handling
• Problem solving
• Effective communication
• Mentoring
• Telemarketing expertise
• Client support
• Cash handling
Results CX Knoxville, Tennessee
Team Supervisor
07/2020 - Current
• Supervised daily operations to ensure team efficiency and productivity.
• Trained new team members on company policies and procedures. Monitored performance metrics, identifying actionable areas for team improvement.
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• Facilitated team meetings to discuss goals and progress updates. Coordinated schedules and assignments for optimal workflow management.
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• Resolved customer issues by collaborating with support teams effectively. Implemented best practices, enhancing team collaboration and communication across departments.
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Provided ongoing feedback to team members to support development efforts.
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• Led team by answering questions and solving complex problems daily. Assigned tasks to employees and supervised activities to meet operational needs and boost customer satisfaction.
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Conducted weekly meetings to discuss progress on assigned tasks and identify areas for improvement.
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Provided training and support to new employees to ensure they understand their job responsibilities.
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Evaluated individual team members' performance and provided constructive criticism when necessary.
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Identified potential problems or risks associated with projects before they occur.
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Summary
Skills
Experience
• Executed accuracy audits to verify product specifications and quality. Created detailed project progress reports, effectively communicating updates to upper management.
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Managed customer service inquiries in a timely manner, ensuring satisfaction at all times.
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Assisted in hiring new employees by conducting interviews, providing recommendations.
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• Developed and implemented policies to improve team performance. Analyzed customer feedback data to determine areas where improvements can be made.
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Addressed operational issues and determined changes to drive improvements.
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Analyzed customer feedback data to identify areas of improvement within the organization.
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Monitored team members' progress, provided feedback and guidance as needed.
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Ensured compliance with company policies, procedures, and safety regulations.
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Implemented strategies for improving efficiency within the workplace environment.
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Communicated effectively with other departments to ensure that all projects are completed on time.
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Measured performance and directed operations to drive continuous improvements.
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Updated job descriptions based on changes in departmental requirements or roles.
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• Coordinated, organized, and prioritized workloads for team members. Encouraged collaboration among team members by organizing group activities outside of work hours.
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Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
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Implemented strategic plans to enhance team performance and productivity.
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Maintained open lines of communication with senior management, reporting team progress and challenges.
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Championed the adoption of new technologies to improve team productivity and service delivery.
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Led a team of XX individuals in achieving quarterly sales targets, exceeding goals.
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Coordinated daily operations, ensuring team adherence to company policies and procedures.
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Monitored team workload to prevent burnout and ensure equitable task distribution.
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Assessed market trends and competitor strategies to inform team direction and focus.
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Conducted regular performance evaluations, providing constructive feedback and personalized coaching.
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Allocated resources effectively to ensure project completion within deadlines and budget.
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Established clear team goals aligned with company objectives, tracking progress regularly.
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Conferred with management and subordinates to resolve problems or complaints.
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Evaluated and assessed personnel to identify potential candidates for promotion.
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Delegated tasks to multiple employees while maintaining efficient workplace.
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Ordered equipment parts and repair services during equipment breakdown to avoid further delays.
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Read and interpreted work order specifications and information to plan, schedule and carry out jobs effectively.
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Kept records of employees' attendance and working hours for accurate calculation of billable cycle.
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Performed minor equipment repairs to keep jobs on task and notified maintenance department of major machinery failures.
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Recommended opportunities for growth and advancement to motivate employees.
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Directed and coordinated production activities, encouraging employees to meet specifications.
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Mutual Of Omaha Omaha, Nebraska
Support Analyst of life/death policies
07/2014 - 11/2016
• Completed day-to-day duties accurately and efficiently. Assisted customers with insurance policy inquiries and claims processing, ensuring timely and accurate resolutions.
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Educated clients on coverage options and benefits of various insurance products.
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Responded to customer concerns with empathy and effective problem- solving skills.
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Collaborated with colleagues to improve customer service procedures and efficiency.
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Assisted with customer inquiries, complaints, and requests for information regarding insurance policies.
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• Provided quotes on various types of insurance policies. Advised customers on available coverage options that best fit their individual needs.
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• Processed new policy applications and updated existing policy documents. Built strong relationships with clients through personalized support and exceptional customer service.
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Answered insurance-related questions and discussed product offerings with prospective customers to meet unique needs.
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Navigated computer system to look up customer information and update policies.
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• Verified accuracy of customer data entered into the system.
• Asked probing questions and offered solutions to resolve customer issues. Performed administrative duties such as filing, scanning, faxing, copying documents.
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• Researched relevant policy information to answer customer questions.
• Facilitated payment processing for premium payments and renewals. Collaborated with colleagues from other departments to resolve escalated customer issues.
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Ensured compliance with company guidelines and regulatory standards when dealing with customers' accounts or policies.
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• Maintained accurate records of customer interactions and transactions. Assisted customers with filing and tracking of insurance claims, ensuring timely resolution.
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Conducted customer satisfaction surveys to gather feedback and identify actionable areas for service improvement.
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Identified opportunities for process improvements based on customer feedback.
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Compiled and maintained accurate records of customer policies, transactions, and correspondence.
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Coordinated with insurance agents and underwriters to facilitate policy adjustments.
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Participated in team meetings and contributed to team goals and objectives.
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Conducted policy reviews and renewals, ensuring customer satisfaction and retention.
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Implemented strategies to cross-sell and upsell insurance products, enhancing customer value.
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Resolved complex customer issues and escalated to management for further action.
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Used insurance rate standards to calculate premiums, refunds, commissions and adjustments.
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Checked documentation for appropriate coding, catching errors and making revisions.
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AVIS Omaha, Nebraska
Rental Sales Agent/Corporate Training
Manager
02/1999 - 07/2010
• Assisted customers with vehicle selection and rental agreements.
• Processed payments and handled financial transactions efficiently.
• Coordinated vehicle maintenance and safety inspections.
• Resolved customer inquiries and complaints promptly and professionally. Developed and delivered training for new staff on rental procedures and customer service standards, enhancing team readiness.
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Managed vehicle bookings and rental tracking through reservation systems, ensuring seamless customer experiences.
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• Provided detailed information about insurance options to customers.
• Explained the terms of rental agreements to customers.
• Inspected vehicles for damage prior to rental and upon return. Assisted customers in selecting appropriate car models based on their needs.
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Monitored fleet inventory to ensure sufficient supply of cars available for rent.
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Promoted additional services like insurance coverage and fuel plans, increasing overall sales and customer satisfaction.
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Verified driver's license information and inspected rental documents for accuracy.
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• Organized paperwork related to rentals, returns and repairs.
• Processed customer reservations and payments.
• Trained new employees on operational procedures related to car rentals.
• Reported any suspicious activities or incidents observed on the premises.
• Ensured that all safety regulations were followed when handling vehicles. Utilized computer software systems for tracking transactions and updating customer profiles.
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• Responded promptly to customer inquiries via phone or email. Coordinated with other departments within the organization such as maintenance and sales teams.
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• Provided directions and assistance with loading luggage into cars.
• Adhered to company policies regarding cash handling procedures.
• Explained policies and reviewed documentation to obtain signatures.
• Collected payment by processing credit card transactions. Contacted customers and billing parties about overdue rentals and requested the expected date of return.
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• Processed exchange requests in computer system.
• Prepared and submitted reports to supervisor.
• Employed sales techniques to boost sales and services. Prepared sales contracts, researched customer needs, and promoted various products and services.
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• Coordinated shuttle services by communicating with drivers.
• Reviewed daily sales transactions and analyzed for errors.
• Informed regular customers of new products or services and price changes. Signed for delivered items, unpacked boxes, posted received products into inventory and restocked items properly.
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• Delivered updated and accurate information in response to guest inquiries. American Security Omaha, NE
Security guard
08/1998 - 02/1999
Monitored premises to ensure safety and security of personnel and property.
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Conducted regular patrols to proactively identify and mitigate security risks and hazards.
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Responded promptly to alarms and incidents, maintaining effective communication with dispatch.
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Enforced access control procedures to manage visitor entry and employee identification.
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Documented incidents and prepared detailed reports for management, facilitating informed decision-making.
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Assisted in training new security staff on protocols and emergency procedures.
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Provided customer service assistance to staff and visitors in a professional manner.
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Inspected buildings for fire hazards and unsafe conditions, ensuring compliance with safety regulations.
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Addressed problems quickly and reported clear information while working under minimal supervision.
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• Completed incident reports regarding violations of policies or procedures.
• Observed surveillance cameras for any suspicious activity or intruders. Followed established security and safety procedures and posted orders to include enforcement of company rules, policies, and regulations.
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Answered questions from the public regarding facility rules and regulations.
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• Identified potential security risks and recommended corrective actions. Surveyed multiple CCTV feeds to closely monitor important areas on grounds.
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• Issued visitor badges and access cards to authorized personnel. Warned persons of rule infractions or violations and evicted violators from premises.
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Provided escorts for employees entering and exiting the building after hours.
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Monitored building and property entrances and exits to detect intrusions and protect assets.
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Completed required shift logs and reports, highlighting routine activities, suspicious circumstances and critical incidents.
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Reviewed guest identification and employee credentials to authorize entry onto premises.
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Escorted individuals requiring personal protection to provide safe transport to specified locations.
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Inspected security systems to maintain consistent operational availability and to detect evidence of tampering.
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Deterred criminal activity, vandalism, and general misconduct by providing expert and highly visible security presence at facilities.
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Millard South High Omaha
High School Diploma
05/1995
Top 200 consecutively for sales, Team leader of the week once a month, monetary awards for reaching and exceeding goal References available upon request.
Education and Training
Awards & Honors
References
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