Supervisor Customer Service Resume Sample
Graciela Emard
1745 Malvina Creek,
Detroit,
MI
+1 (555) 969 8654
Work Experience
Senior Supervisor Customer Service
07/2017
-
PRESENT
Phoenix, AZ
- Support and develop Service Specialists to provide an unmatched level of customer service over the phone
- Monitor Service Specialists performance utilizing individual performance metrics. Prepare and deliver regular and ongoing performance feedback to ensure standards are met and ongoing consistency or improvement is demonstrated
- Support Service Specialists’ education of rewards program benefits, systems, processes, service expectations and metrics
- Empower Service Specialists to drive their own results, deliver unmatched customer service, and make decisions that are in the best interest of the customer while still adhering to Bank policies
- Comply with Credit Policy and ensure good judgment is applied to all decisions and situations
- Utilize the Call Management System (CMS) to monitor calls, skills, wait times, and agent availability/schedule adherence throughout the day and on a weekly and monthly basis
- Assist with skill changes, high volume call messaging, and emergencies as needed
- Communicate openly and provide feedback to business partners when areas of opportunity are identified and on a regular, ongoing basis
Supervisor, Customer Service
11/2012
-
04/2017
Dallas, TX
- Manages and Monitors key call center metrics and implements improvement plans either to the individual or at an aggregate level
- Completes root cause analysis on data error reports from customer service systems and from business units
- Completes trending analysis on reports retrieved from customer service systems utilizing problem solving skills
- Reviews Training materials for the business
- Direct supervision and accountable for leadership of Customer Service Representatives
- Responsible for evaluating job performance, providing coaching and mentoring, and preparation and delivery of performance assessments
- Manages Customer Service Representatives’ vacations, lunch periods, and breaks to ensure proper Department coverage
- Responsible for bringing issues with recommended solutions to Management’s attention
- Directs all daily activity and workflow within the department and coordinates all activity involving other departments, including Sales, Quality Assurance, Finance, Supply Chain and Marketing
Supervisor, Customer Service Management
06/2007
-
09/2012
Chicago, IL
- Documents all Company and Department policies and procedures and ensures Customer Service Representatives are trained and compliant. Recommends changes as needed
- Responsible for creating and maintaining Department training programs and training of new Customer Service Representatives
- Reviews and analyzes and utilizes Department performance reports to effectively manage Customer Service Representatives
- Provides Management with department performance reporting and improvement recommendations as needed
- Prepares and reviews sales analyses reports and indicates trends and concerns to Management
- Provides leadership, training and support for all Information Technology initiatives that impact the Department
- Approves all credits, manual invoices, priority orders, and stock transfers
Education
National American University - Roseville Campus
2001 - 2006
Bachelor's Degree in Business Administration
Professional Skills
- Problem solving skills for difficult and complex member issues; the ability to systematically analyze problems, draw relevant conclusions and devise appropriate courses of action
- Works with client’s to resolve issues and review payroll service as needed to insure the company maintains the highest levels of client retention. Assists Manager to meet revenue and retention goals
- Excellent verbal and written communication skills; excellent interpersonal skills to drive tasks to completion
- Proven leadership skills with ability to motivate, mentor and coach. Exceptional interpersonal communication skills
- Self-driven, eager to learn and goal-oriented with strong time management skills. Collaborative leadership skills
- Strong organizational, prioritization skills · Self-directed, able to operate independently
- Excellent interpersonal skills and experience with developing customer relationships remotely
How to write Supervisor Customer Service Resume
Supervisor Customer Service role is responsible for leadership, customer, training, communications, organizational, microsoft, coaching, interpersonal, performance, supervisory.
To write great resume for supervisor customer service job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Supervisor Customer Service Resume
The section contact information is important in your supervisor customer service resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Supervisor Customer Service Resume
The section work experience is an essential part of your supervisor customer service resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous supervisor customer service responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular supervisor customer service position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Supervisor Customer Service resume experience can include:
- Demonstrated judgment in the ability to apply effective people skills to accomplish work through direct reports and/or virtual team members
- Intermediate computer skills with experience in MS Office Suite
- Good language skills in English language, other languages are desirable
- Demonstrated skills in process improvement activities and project management
- Independent judgment skills, as well as the ability to make effective decisions quickly
- Takes ownership of complex issues with customers by using appropriate guidelines for special handling and effectively resolving or minimizing escalated issues
Education on a Supervisor Customer Service Resume
Make sure to make education a priority on your supervisor customer service resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your supervisor customer service experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Supervisor Customer Service Resume
When listing skills on your supervisor customer service resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical supervisor customer service skills:
- Excellent communication skills, performance feedback and ability to resolve disputes effectively
- Strong organizational skills and ability to effectively communicate with customers and subordinate employees required
- Demonstrated potential for solid supervisory skills with mid-level employees in a small company environment
- Lead or supervisory experience or demonstrated leadership skills
- Strong people management skills with proven ability to recruit, develop and lead team in fast-paced environment
- Excellent verbal, listening, problem-solving, and coaching skills
List of Typical Experience For a Supervisor Customer Service Resume
1
Experience For Supervisor, Customer Service Resume
- Proven and consistently demonstrated skills in exceptional customer service, relationship building, effective communication
- Experience with effectively implementing change and demonstrated results in execution
- Excellent interpersonal-management, presentation and communication skills are required including listening, verbal and written
- Good oral and written communications skills; the ability to independently make accurate coaching decisions and analyze results
- Proven track record of leading and developing a team of employees with experience building a bench of talent
- Communicate updates and changes to the team and ensure all employees understanding of the updates. Effectively manage team through changes
- Supports and effectively communicates the department’s objectives on a regular basis to staff
2
Experience For Supervisor, Customer Service Management Resume
- Effective strong communication (written and oral)
- Preferably 3 years’ experience in a supervisor role. 4 to 6 years relevant experience in an international environment
- Managing team members workload and priorities
- Experience leading, developing and selecting teams
- Experience in a leadership, training, teaching, or mentoring role
- Experience coaching, counseling and/or mentoring others
3
Experience For Senior Supervisor Customer Service Resume
- Experience managing/delivering/contributing to project management plans and timelines
- Skill in demonstrating and training professional phone manner
- Develop leadership within the team by coaching and optimizing the effectiveness of team leads 10%
- Customer service experience in a call center environment analyzing and solving customer problems
- Experience analyzing and solving customer problems in an office, claims or customer service environment
4
Experience For Supervisor Customer Service & Admin Support Department Resume
- Microsoft Excel experience (creating and editing spreadsheet)
- Supervisory, Coaching, or employee mentoring experience
- Experience in working with customers outside of European Economic Area and managing Import / Export documentations
- Two to three years’ experience at a representative or higher level working in a comprehensive call center operation requiring technical expertise
- Experience managing and implementing processes
- Develop employee knowledge and skill set through monitoring and quality review of telephone calls and documentation of work
- Dangerous Goods Declarations handling (DGD)
- Microsoft suite (Windows, Word, Excel and Outlook), skilled in working with electronic management systems, knowledge of Oracle is a pro
5
Experience For Supervisor Customer Service Representative Resume
- Assists sales in determining priorities for freight based on company or management defined parameters
- In-depth experience with telephony systems, reporting systems and analysis/interpretation of results to drive center performance improvements
- Builds and maintains effective relationships with external and internal customers; promoting open communication and collaboration among departments
- Experience working within budgetary guidelines
- Experience in metrics reporting: Call volumes, resolution times, SLAs, etc
- Experience with Workforce or similar scheduling software
- Proven success in upselling and customer complaint resolution and retention
6
Experience For Supervisor Customer Service Call Center Resume
- Experience as a Supervisor preferably in a shared services setting
- Experience as a supervisor in an office setting environment
- Experience leading a team of professionals or customer service agents as a supervisor or team lead
- Supervisory/leadership experience including as a Supervisor, Manager, SME, Leads
- Supervisory / leadership experience including as a Supervisor, Manager, SME, Leads
- Experience supporting Healthcare insurance customers
- Experience in handling inbound calls in a highly dynamic and fast paced call center environment
- Experience in a supervisory role required, or performing supervisory role as a technical lead
7
Experience For Supervisor, Customer Service Call Center Resume
- Experience utilizing databases and technology in regards to task and project management
- One year of debit or credit card dispute processing experience required
- With direction from Management, prioritizes and allocates product to customers in backorder situations and limited market releases
- Create effective communication for agents to provide feedback
- Previous utilization review and/or quality assurance experience
- Experienced in the Workers’ Compensation environment
8
Experience For Supervisor, Customer Service / Sales Support Resume
- Experience in Customer Service of min. 5 years
- Supervisory / leadership experience
- 5-7 Yrs experience in a technical customer support center or help desk environment
- Proven ability to lead dynamic teams in a fast-paced, corporate environment
- Effective communication and collaboration with client
- Demonstrated expert knowledge of supplier operational process and Avnet’s point(s) of engagement and related process requirements
- Strongly possess Integra’s core values
9
Experience For Senior Supervisor, Customer Service Resume
- Maintains strong working knowledge of company’s brands, systems, process and procedures to be able to provide daily support and guidance to the employees
- Research inquires in a professional and courteous manner and demonstrate detailed documentation in regard to requests, customer interactions, and concerns
- Takes initiative and demonstrates willingness to act with a sense of urgency
- Demonstrates proficiency in, MS Office: Excel, and Word, and Outlook
- Previous leadership roles and demonstrated ability to lead
- Monitor metrics, conduct analyses, make recommendations, and prepare reports as related to Call Center staff productivity and service effectiveness
- Set priorities for the team to ensure task completion and performance goals are met
- Ensures effective process utilization, data integrity of supplier delivery information and expediting to meet customers requested deliveries
10
Experience For Supervisor, Customer Service Operations Resume
- Ensure all work is properly distributed and prioritized, creating an even workload across team
- Demonstrated expert knowledge of supplier operational process and Avnetﾒs point(s) of engagement and related process requirements
- Provide an enhanced customer experience through communications and tools (shared drives/ websites, etc.)
- Identify new processes or procedures to increase efficiency and effectiveness of the call center
- Monitor CSR’s to determine a high quality of performance and insure good customer relations
- Performing quality checks, developing and reviewing performance reports, identifying areas to improve, and implementing measures to improve performance
- Reporting – responsible for reporting including daily, weekly and monthly reporting of customer service key metrics
- Training of new hires & on going training process of subordinates based on PMOs and identified areas in need of improvement
List of Typical Skills For a Supervisor Customer Service Resume
1
Skills For Supervisor, Customer Service Resume
- Excellent communication skills and the ability to effectively interact with The Company customers and employees
- Strong communication skills; cross-departmental understanding/learning
- Effective communication skills (presentation, document writing, coaching people)
- Strong leadership skills, driving results and the team to the next level
- Consistently demonstrated leadership and coaching skills
2
Skills For Supervisor, Customer Service Management Resume
- Maintain effective communication with bargaining unit or non-exempt line employees, enhance job skills and motivate employees to ensure Employee Satisfaction
- Strong problem solving skills and the ability to make decisions
- Detail oriented and strong organizational and problem solving skills
- Good typing, data entry skills and computer proficiency is required
- Excellent leadership skills to motivate a team to achieve objectives
- Strong leadership skills and ability to motivate teams
3
Skills For Senior Supervisor Customer Service Resume
- Excellent dispute resolution skills
- Demonstrated increase in responsibility with prior supervisory/ management experience required
- Excellent written and verbal communication skills, and the ability to communicate with various levels of professionals
- Good communication skills and the ability to influence customers logistics
- Well-organized and able to effectively prioritize daily workload
4
Skills For Supervisor Customer Service & Admin Support Department Resume
- Developing and implementing process improvements and effectively leading change to ensure we meet our objectives
- Outstanding written and verbal communication and public relations skills Detail oriented: ability to track and manage multiple simultaneous tasks
- Outstanding written and verbal communication and public relations skills · Detail oriented: ability to track and manage multiple simultaneous tasks
- Track record of effectively working cross-functionally with management, manufacturing, sales, engineering and shipping teams
- Hands-on experience providing technical customer support, order quoting, processing and effective follow-up
- Problem solving skills, preferable based on lean principles; operational excellence
5
Skills For Supervisor Customer Service Representative Resume
- Analyze and measure performance metrics to ensure that resources are effectively utilized and optimized, while managing workload across the team
- Effectively control the Forecasting activity for the local Operation with alignment from Sales
- An excellent team player – highly effective in working with others
- An excellent team player - highly effective in working with others
- People skills with understanding how to defuse an irate caller
- Functional PC skills and working knowledge of MS Word, Excel, and Outlook
- Effectively manages a team of customer service representatives and fosters a high functioning team environment
- PC skills require working knowledge of Microsoft Word, Power Point, and Excel programs
6
Skills For Supervisor Customer Service Call Center Resume
- Prior supervisory or program/project management experience recommended
- Advanced Customer Care supervisory skills, including coaching, counseling, and employee development
- Applies decision making skills
- Applies conceptual and problem solving skills
- Communicate effectively, orally and in writing, with employees and all other internal/external contacts
- Effectively handle and lead multiple tasks/projects independently
- Superior English language abilities to effectively communicate directly with English speaking supplier community
- Effectively analyze data and processes in support of solving problems or making improvements
- Polished presentation and positive, collaborative communication skills are essential
7
Skills For Supervisor, Customer Service Call Center Resume
- Strong organizational abilities and project management experience
- Addresses assigned customer issues timely and effectively
- Delivers excellent customer service through communication and problem solving, including effective responses to inquiries
- Problem solving and data analysis skills (Required)
- Ensuring that we maximize each opportunity to enhance the customer’s experience 5%
- Experience using Microsoft Outlook for email, managing calendars, setting appointments, setting out of office notifications
- Experience working in MS Excel (creating, sorting, filtering)
- Experience creating and editing documents in Microsoft Word and creating and editing spreadsheets in Microsoft Excel
8
Skills For Supervisor, Customer Service / Sales Support Resume
- Customer service experience in a call setting environment analyzing and solving customer problems
- Responsible for development of associates, ensuring ongoing career growth, progression and a solid succession planning
- Experience leading teams to provide quality service to customers in an aerospace manufacturing environment
- Call center experience analyzing and solving customer problems
- Customer Service experience analyzing and solving customer’s problems
- Experience analyzing and solving customer problems in an office, claims or customer service environment
9
Skills For Senior Supervisor, Customer Service Resume
- Experience analyzing and solving customer problems in an office, claims or customer service environment
- Experience meeting and maintaining metrics
- Experience using CPS - the UMR claim processing platform
- Customer service experience in a manufacturing/industrial environment
- Proven ability to proactively lead CSR teams and/or track record of taking on leadership responsibilities within this environment
- Experience working with multiple products and multiple levels of benefits within each products
- HS Diploma/GED OR 10 years of equivalent working experience
- Experience working with Windows PC applications, which includes the ability to learn new and complex computer system applications
- Experience using Microsoft Excel for data entry, open/edit/save documents
10
Skills For Supervisor, Customer Service Operations Resume
- 6+ months of work experience using Excel to interpret and analyze date data on spreadsheets
- 6+ months of experience using Microsoft Word to create, edit and save documents
- Manage and motivate teams to achieve personal and organizational goals – min 3 years’ experience with team leading/supervision is required
- Experience working in a Supervisory, Team Lead, and / or SME role
- Experience working within OptumRx Line of Business
List of Typical Responsibilities For a Supervisor Customer Service Resume
1
Responsibilities For Supervisor, Customer Service Resume
- Responsible for the supervision of the day-to-day Customer Care Operations including procedures, policies, and supporting the Customer Service Strategy Operations team
- Strong organizational, prioritization skills Self-directed, able to operate independently
- Strong communication (oral and written), organizational and presentation skills as well as the ability to work independently are essential
- Strong communication skills - (written / verbal)
- Good communication, leadership and organizational skills required
2
Responsibilities For Supervisor, Customer Service Management Resume
- Interact with a wide variety of individuals, both internal and external, positively and effectively
- Drives effective and strong team, committed to delivering world class customer service and achieving organizational goals
- Experience in a call center environment with 1 year of supervisory or leadership experience
- Three to five years of solid Customer Service experience
- Work effectively in a diverse, fast-paced environment
- Five or more years of call center experience with at least three years of experience in a call center supervisory capacity required
- Previous experience with GMAW strongly desired
- 2 – 3 years’ experience as a Sr. Pharmacy Technician I/Customer Care Lead; or 1 – 3 years’ experience as a Supervisor
- Develop employee’s skillsets to ensure competency within current role and applicable future roles
3
Responsibilities For Senior Supervisor Customer Service Resume
- Prior Desktop Support experience – required (preferably in a healthcare environment)
- Effectively applies and enforces Aetna HR polices and practices, i.e., FML/EML, Attendance, Code of Conduct, Disciplinary Guidelines
- ) of proven success in leading, managing and inspiring teams or individuals
- Demonstrate customer facing strengths
- Implements strategies to improve operational performance including call management, call back rate, transfer rate, quality / United Experience Survey
- Supervisory, leadership or coaching experience
- Highly effective at overcoming obstacles - tenacious and resilient
4
Responsibilities For Supervisor Customer Service & Admin Support Department Resume
- Adaptable to a fast-paced environment with changing priorities, tasks and customer conditions
- Mentor and provide guidance to lower level and less experienced supervisors of bargaining unit or non-exempt line employees within the department#CD# 10%
- Oversees the daily activities and sets priorities for a group of customer services personnel
- Ensures customer services teams maintain effective communication with customers and perform timely resolution of open actions
- Experience of the medical device industry
5
Responsibilities For Supervisor Customer Service Representative Resume
- Cooperate with warehouse and arrange shipment for export customers
- Establish and manage effective relationships at all levels
- Prioritize and delegate daily work assignments
- Develop standard procedures and policies for improving the customer experience
- Monitor business and process metrics to measure and manage customer service effectiveness
- Leadership experience in a fast-paced service environment
- Specialized knowledge of inbound/outbound call center functions is required. Relevant work experience is required
- Demonstrated ability to lead individuals/teams and partner cross-functionally
- Strong team player- needs to work very closely with agents, peers and other Division & Corporate business partners
6
Responsibilities For Supervisor Customer Service Call Center Resume
- Experience with Windows PC applications, which includes the ability to learn new and complex computer system applications
- Customer service experience in call center
- Demonstrated knowledge of health care terminology and products/services (e.g., medical, dental, behavioral, vision, benefit plans, disability, COBRA, FSA, HRA)
- Experience with legal/regulatory requirements (e.g., HIPAA, state/regional requirements)
- Experience with Medicare or Medicaid
- Two years experience in customer service
- Demonstrated ability to lead, coach and motivate a team to optimal performance
- Strong ability to place customer satisfaction first
- Three to five years of recent Supervisory experience
7
Responsibilities For Supervisor, Customer Service Call Center Resume
- Experience in software programs such as MS Office Suite and the Internet
- Supervisory or leadership experience
- Make effective telephone assessments
- Experience as a supervisor in an office work environment
- Upervisory (or of a similar leadership) experience required
- Previous call center team lead/supervisory experience
- Related customer service, call center or help desk experience
8
Responsibilities For Supervisor, Customer Service / Sales Support Resume
- Team player who projects an attitude of goodwill and willingness to assist others
- Experience as an SME, Trainer, OJT, or CRG Analyst in UnitedHealthcare Community and State
- Customer service experience within a call center
- Strong process and results orientations
- Work independently and manage multiple priorities in a matrix environment
- Supervisory/leadership experience
- Experience as a supervisor in a professional work environment
- Experience as a SME, Trainer, OJT, or CRG Analyst
9
Responsibilities For Senior Supervisor, Customer Service Resume
- Supervisory / leadership experience
- Experience in a call center or operations support environment
- Experience in the Healthcare field
- 1+ yrs Management or Supervisory experience
- 1+ yrs Sales or Customer Service experience
- Previous experience in supervising Customer Service or Contact Centre teams
- Passion for customers and delivering a world-class service experience
10
Responsibilities For Supervisor, Customer Service Operations Resume
- Logistical experience preferable (Customs documents, organising shipments for destinations outside EU)
- Supervisory or leadership experience
- Supervisory experience is required
- Demonstrated ability to work successfully with a diverse group of people and be a team player
- Supervisory experience in a fast-paced environment is required
- Experience with New Business or Call Center environment is desired
- Supervisory or leadership experience required
- Customer Service Supervision experience in a B2B environment
- Supervisor or Lead experience in Call Center
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