Customer Service Operations Supervisor Leader

SUMMARY

Self-motivated and organized Supervisor with a focus on successful team management and customer satisfaction. Proven track

record of developing and executing strategies to meet deadlines and exceed expectations. Experienced Supervisor with

over 25 years of experience in leading successful teams and achieving organizational goals. Skilled in communication, problem

solving, and leading with positive reinforcement. Dedicated Supervisor with extensive knowledge of employee relations and team

development. Skilled in creating and managing complex projects while maintaining high standards of customer service. An

experienced, ambitious, and results-oriented Supervisor and am a highly driven and hardworking professional who gets the job

done right with excellent communication and negotiation skill

PROFESSIONAL SKILLS

15+ years in contact center operations, workforce + Project management and execution

‘management, or real-time monitoring ‘= Team coaching and development

+ Conflict resolution ' Policy compliance and cost control

* Problem-solving ‘© Familiarity with Slack etiquette and cllent-facing

+ Strong attention to detall and multitasking skils communication protocols

Experience managing agent commits and trades in Shiftboard + Ability to work independently in a fast-paced, remote

‘Proficiency in Shiftboard, Sack, and WFM tools, environment

WORK EXPERIENCE

Supervisor Jun 2017 - Present

Arise Vieual Solutions Ine. ‘Miami, FL

‘+ Monitored and evaluated staff performance, provided learning or coaching opportunities, and executed corrective actions.

‘+ Maintained a positive customer service attitude with the co-workers and supervisors

‘* Ensured accurate completion of weekly timecards through the payroll processing vendor.

‘Implemented disciplinary process and managed warehouse operations in the absence of manager.

‘Trained and guided newly hired staff members on administrative processes, work and operation instructions, and procedures to

facilitate consistent and seamless company operations.

‘= Recommended and performed any disciplinary action or commendations per HR management policies.

+ Categorized operational issues and recommended improvements.

‘Assisted and performed all supervisory activites, including staff recruitment, training subordinates, mentoring, personnel

scheduling, reviewing staff timesheets, investigating, and resolving complaints.

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