Customer Service Supervisor
Resume:
Kristi Harris
************@*****.***
***** ***** ****** **. *******, Tx 77053
SUMMARY OF QUALIFICATIONS
• More than 7 years of management experience.
• 14 years of call center experience
• Managed teams of 10-15 to exceed objectives
• Proficient in People Soft, MS Excel, MS Word, and MS PowerPoint
• Familiar with HR laws and regulations
• Solid written and verbal communication skills
• Strong planning and organizational skills
• Ability to build positive relationships and deal with conflict
PROFESSIONAL EXPERIENCE
• Verizon Wireless 2005 – Present
• Supervisor
• Hire and train employees for billing and troubleshooting issues
• Maintain employee attendance and retention
• Conducts interviews for internal and external candidates for job opportunities
• Maintain employee relations
• Coordinate orientations and exit interviews for employees
• Motivate, coach, train, and develop a team of 10-14 employees.
• Provide ongoing feedback to achieve a higher level of customer service
• Reward and recognize for continuous improvement of results
• Negotiate and maintain balance between business and customer needs
• Develop and implement new strategies to increase individual and business results
• Responsible for monitoring and evaluating performance
• Effectively communicate ideas and recommendations to all levels within the department
• Involvement in multiple projects to improve call center productivity and results
• Administered information for compensation and benefits
Verizon Wireless 2003 – 2005
EZ Move Supervisor
• Conducted as many as 10 - 30 weekly internal/phone interviews with potential candidates
• Managed teams between 10-15 representatives
• Respond to employee concerns and customer escalations
• Provided timely coaching and feedback immediate improvement of results
• Consistently achieved or exceeded all objectives each year.
• Created reward and recognition programs for the department
• Coached, trained and motivated employees to meet monthly objectives
• Led a team ranked 14 out of 14 to a number 2 ranking
EZ Move Acting Supervisor (2002-2003)
• Managed a team of 20 representatives
• Provided statistical and performance feedback to the team, monitored representatives, and provided coaching to improve results
• Met all objectives, recognized for improving results of an overall developing team into borderline leading.
EDUCATION
Capella University
MBA in Human Resource Management
GPA 4.93 Graduate with Honors
University of Phoenix
B.A. in Business Administration (2009)
GPA 3.89 Graduate with Honors
Rice University
Microsoft Certification
Additional Accomplishments
Awarded for Top 20 Supervisors in 2006, 2007
Outstanding Leadership Award in 2005, 2006, 2008
Considered Best of the Best Jan/June 2009, July 2010, Jan/March/May/June 2011, Jan/Feb 2012
Implementation of MVP Program
Implementation of Building Blocks Program
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