Customer Service Supervisor

Reggie Smith

*** *. **** ******

Los Angeles, CA 90037-4033

323-***-**** –Home / 424-***-**** Cell

****************@***.***

Qualifications:

 Strong multi-tasking abilities able to realize measurable quantifiable results

 Team consensus builder and natural leadership motivational qualities

 Highly motivated, dependable, methodical goal orientated work ethic

 Poised, thrives in pressure situations, sharp analytical mindset with great interpersonal expertise

 6 plus years high volume call center (industry) experience in leadership roles

 American Management Association Leadership Training

 Six Sigma Training**

 Superior written and verbal communication skills

 Internet and computer savvy

Education:

BA Degree – University of Northridge - Communications Major

Professional Experiences:

04/2008 to 01/2009 Records Supervisor (Temporary Maternity coverage)

DLA Piper – Merrill Corporation

• Managed two (2) record center operations for the largest law firm in United States.

• Supervised Six (6) Records Specialist in the downtown and Century City location.

• Provided and administered department guidelines, procedures and goals.

• Performed quality checks on projects completed, Coordinate the release of client files and transfers, Organized the updating and indexing of files, Track and coordinated the movement of client file boxes in the file rooms and war rooms.

• Delegated work assignments, coordinated Records Management services on large case management projects.

• Initiated cross training measures making both offices more efficient.

• Held weekly staff meetings

• Dealt with offsite vendors, for record storage and retrieval. ($40,000 annual)

11/2004 to 03/2008 Call Center Senior Supervisor / Trainer

Nissan North America

• Manages schedule and productivity achievement goals maintaining strict adherence to NISSAN SOP guidelines and performance expectations.

• Provides developmental opportunities for staff that continuously builds and expand both new and old individual skills and team capabilities.

• To share information and ensure consistent and effective leadership Supervisors meets daily with Team Leads, and meets weekly with Operations Manager.

• Produces reports, charts and presentations for management regarding Call Center activities and effectiveness meeting department goals

• Creates, encourages and fosters team environment that promotes pride, integrity, respect, mutual collaborative efforts, peer support and positive professional and personal growth

• Continuously developing consumer affairs team efforts focused on increasing customer satisfaction levels.

• Trained agents in interdepartmental processes and assisted with the design and implementation of new processes that increase efficiency of the department ensuring adherence to all Call Center, departmental and company policies and protocol

• Trained agents at transition location ( Franklin, TN) – conducted several classes in new processes.

• Provides day to day support and leadership example as a floor resource for consumer affairs agents.

• Assisting Agents that handle an average of 21- 35 calls per day with additional research issues incoming externally from client’s unusual inquiries.

• Assist consumer affairs agents with extremely sensitive/difficult case for positive resolutions.

• Ensures that customer affairs agents meet and/or exceed corporate objectives and customer satisfaction service goals. ($45,500 annual)

*Certificates of Training (**Promotions)

1. *Recalls, Campaigns & Upgrades Specialist 2. *ESC Warranty Specialist 3. *Inbound agent, 4. **Escalation Supervisor, 5 **Team Lead

06/2001 to 09/2004 Floor Operations Supervisor

Network Services Inc.

• Supervised the daily operation in a fast paced call center with major account (Kaiser Permanente, AAA) responsibility including 24 hr emergency service with portable network

• Responsible for the daily scheduling, disciplinary action, performance of annual reviews, professional cultivation, training and motivation of 20 to 24 employees .

• Handled escalated calls from customers when called reached department

• Develop and implement orientation program for new employees

• Conducted performance evaluations.

• Over seen warehouse operations for shipping and receiving of products, exchanges and inventory.

• Processed payments for cellular phone service, explained bills, charges and payments received

• Handled legal subpoenas from law enforcement agencies and other authorities.

• Batched checks and applied payments to invoices

• Created SOP manual and performed assorted administrative activities (letters, filing, assigning new phone numbers, reprogramming ($38,000 annual)

05/1996 to 02/2001 Regional Marketing Fulfillment Supervisor

Trust Company of the West

• Supervised a staff of 8 employees regarding scheduling, disciplinary action, performance of annual reviews, training and certification and motivation

• Maintained the marketing material for a fortune 500 mutual fund asset management firm with 3 billion in assets management, Handled multiple projects simultaneously

• Organized marketing seminars, scheduling client investment, luncheon meetings and conferences around the country.

• Experience preparing conference rooms for meetings to include beverage service, furniture arrangements, and equipment

• Shipping of marketing material through couriers DHL, FED-X, UPS, USPS

• Dealt with compliance department, ordered supplies, material inventory, Receivables.

• Produced comprehensive reports for upper management on department productivity, tracking materials, stock inventory, requests ($32,000 annual)

Additional Skills:

Typing: 45 WPM

10 Key Calculator – By Touch

Software: MS Excel

MS PowerPoint

MS Word

MS Outlook

MS Access

Blue Pumpkin

FileSurf

Priya (WMS)

TCS

CMS

Director

E Quality Witness System

Hi-Path Pro Center

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