Customer Service Supervisor Resume

 

Lee Robertson

604 Harmony Lane

Pleasantville, CA 94588

Home (925) 555-1234

 

BUSINESS LEADERSHIP PROFILE

Focused, results-oriented professional with eight years experience in progressively responsible positions including management of 20 person team. Customer-service oriented with proven ability to provide team-spirited leadership for maximum productivity. Skilled at communicating effectively to attain company goals. Proficient at developing and implementing training programs with high degree of energy and enthusiasm.

 

Competencies include:

  • Supervision, training and career coaching Multi-tasking/workload management
  • Creation/delivery of reports and presentations Research and analysis
  • Call center operations Financial services operations
  • Issue resolution Negotiations

 

COMPUTER SKILLS

Microsoft Office, Word, Excel, PowerPoint, ACD Reporting, Netforce Workforce Management, Proprietary banking and call center software packages

 

WORK HISTORY

Vantage Wireless, Wellington, CT  1999 to Present

Supervisor, Customer Service

  Present

  • Directed team of up to 20 CSRs to exceed service expectations
  • Initiated actions to insure optimal response times and service levels; handled escalated matters; approved credits
  • Analyzed team and individual statistics; prepared reports; devised and implemented incentive programs to improve stats while maintaining QA
  • Provided performance coaching and implemented strategies for career development
  • Trained team and peer supervisors on new products and policies
  • Provided solutions to software and routine hardware problems, as well as ongoing instruction
  • SWAT team manager; Team Leader for Family Share Committee

Senior Customer Relations Specialist

  2011

  • Assisted team with escalated issues; employed solid negotiation skills to save accounts
  • Developed Relations Retention training procedures
  • Point-of-Contact for department manager; assisted with training and scheduling
  • Served on Culture for Success team; developed PowerPoint presentation and facilitated team report to Regional Board of Directors and President of Northeast Region regarding Vantage’s core value of integrity

Achievements:

  • Exceeded account retention goals by 95%
  • Received SuperStar Award; nominated for Manager’s Choice Award
  • Earned Northeast Area Customer Service Appreciation Award

Hogarth West Group/Opportunity Personnel, East Hartford, CT  2010 to 2011

Special Projects Consultant for Northeastern Bank & Trust

Developed procedures and training program for Deposit Services; trained new hires on deposit operations; assessed individual needs; worked with staff and management in implementation of procedures to achieve goal of creating sound departmental flow.

Axis Technologies Cellular, Wethersfield, CT  2007 to 2010

  2004 to 2007

Technical Support Representative

Designed and implemented training programs for in-house and outside call centers; facilitated training groups up to 20; interviewed, trained and supervised technical support staff; assisted MIS with development of improvements to in-house computer programs.

  2000 to 2004

Carrier Relations Analyst

Robert Jones Account Temporaries, Hartford, CT  1997 to 2000

Connecticut Real Estate Services, Hendron, CT  2005 to 2005

Personal Assistant to Centurion Level Producer and Vacation Substitute for Secretary

Utilized MLS database; assisted in marketing, research, communications; completed Real Estate Principles and Practices course

Ambrose Deche and Issacson, Inc., White Plains, NY  2000 to 2005

Assistant Sales Representative for Commercial Real Estate Company

 

EDUCATION

Manhattanville College  2000

Finance

 

Departmental Honors

 

INTERNSHIPS

Cummings Relocation Services, Norwalk, CT

Assistant in Real Estate Service

 

Colraine Satterly Securities, Harrison, NY

Marketing Assistant

 

CONTINUING EDUCATION

  • Managing Multiple Priorities Civil Treatment for Managers
  • Coaching for Success Results Based Leadership
  • What Matters Most (Time Mgmt.) Project Management
  • Responding to Conflict The First Step – Transitioning into Leadership
  • Core Skills for Management New England Banking Institute courses

 

customer service supervisor resume templates
You can find more free resume templates for other more specific customer service jobs below:

Customer Service Resumes
Customer Service Representative Resume Sample
Customer Relations Representative Resume Sample
Customer Operations Specialist Resume Sample
Customer Service Supervisor Resume Sample

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