Customer Service Supervisor
Resume:
Shameka Y. Dillard
**** *** **** ****** ***, Canal Winchester ,OH 43110
614-***-****, Cell 904-***-****
*********@*****.***
Customer Service, Representative
Supervisor,
Dynamic, Results-Oriented, and Team-Spirited, Self-Starter and Motivator
Overview • More than eight years of professional customer service with two years being in customer service management. Always exemplify leadership qualities and professionalism.
• Extensive background in customer-oriented service operations and business development, and promotions
• Excellent communication skills; maintain positive relations with staff and customers in high-volume, fast-paced operations.
• Familiar with Microsoft Word, Microsoft Excel, e-mail, the specialized systems
Areas of Expertise • Team Lead, Supervisor
• Training and development
• Maximizing staff performance
• Customer Service
Professional Experience
Gulf Coast Claims Facility
2010 – Present
Supervisor
• Guarantee procedural guidelines and company policies followed with strict adherence.
• Administer superior customer service
• Assists agents with problem resolution and troubleshooting to resolve customer issues.
• Ensures quotas for service volume and timeliness are met.
• Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.
• Acting as an information source and answering operator or agents questions, assigning tasks, following up and giving instructions as needed
• Ensuring that the team members acquire the appropriate support and training to apply the best skills and knowledge on the job
• Monitoring attendance of operators, scheduling breaks and shifts as necessary.
LaPetite Academy
2009 - 2009
Toddler Teacher
• Knowledge and skills needed to impact the outcome of children.
• Promoted feelings of security and trust.
• Patience and ability to handle the classroom and the different personalities
• Maintained an open, friendly, and cooperative relationship with each child and family.
• Ensured the daily care of every child by offering a loving and nurturing environment.
• Collaborated with parents to achieve success for their children’s future.
United States Post Office
2006- 2007
Letter Carrier
• Lifted and transported mail to route case for sorting.
• Delivered mail to over 800 residents through park and loop.
• Administered face to face customer service to recipients by providing answers to questions and concerns.
• Held mail for customers who are away from delivery locations.
• Left notices explaining to patrons where to collect mail that could not be delivered.
• Maintained accurate records of deliveries.
• Met schedules for the collection and return of mail.
United States Navy
Information Technician 2001-2005
• Transmitted, received and processed all forms of telecommunication.
• Performed the duties of traffic clerk and watch supervisor.
• Answered numerous incoming phone calls.
• Sets up and use multichannel, diversity equipment; monitors traffic flow.
• Applied diagnostic, corrective and recovery techniques to information systems.
• Collected and analyze communication signals.
• Analyzed training needs to develop new training programs or modify and improve existing programs
Metro One
Team Leader 2000 – 2001
• Responded to calls for directory assistance.
• Provided reservations and gave turn by turn directions to customers.
• Initiated refunds as needed.
• Developed and provided services in order to administer caller satisfaction.
• Drove the development of superior customer service and high performance.
• Expedited and facilitated the escalation of customer service issues.
• Motivated and supervised an inbound call center staff.
• Facilitated cross-functional communication within employees for improved working condition
Education & Qualifications Kaplan University 05/2011
Masters of Science in Management
Kaplan University 11/2009
Bachelor of Science in Business Management and Accounting
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