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Skills

  • Client relationship management
  • Call center automation tools proficiency
  • Call volume forecasting and analysis
  • Key holder experience
  • Medical terminology knowledge
  • Customer retention tactics
  • Strategic sales knowledge
  • De-escalation techniques
  • Workflow Optimization
  • Shipping procedures understanding

Work Experiences

  • Taught new employees about the company's operations, policies, and services.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Handled over 5 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Averaged 18 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Was quick to respond to potential customers' questions and requests.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.

Summaries

  • Customer Service Call Center Supervisor is a multi-talented Customer Service Call Center Supervisor who is consistently rewarded for planning and operational improvements.
  • Customer Service Call Center Supervisor with 16 years of successful workflow optimization and vendor management experience.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Dedicated to exceeding expectations and leading the team to success.
  • Great phone skills and initiative talents have a proven track record of increasing productivity and customer satisfaction.
  • Salesforce expert with 12 years of experience in related roles.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the category business.
  • Within Customer Service, senior Customer Service Call Center Supervisor and outstanding performer in cross-functional collaboration and process improvement.

Accomplishments

  • Boosted upsell conversions by 80% through a refined agent cross-selling training initiative.
  • Established a real-time feedback system for customer service representatives, reducing average handling time by 61%.
  • Led the development of an omnichannel support strategy, increasing customer response time efficiency by 21%.
  • Collaborated with team of 4 in the development of system.
  • Authored a customer feedback loop strategy, which contributed to a 68% improvement in customer satisfaction scores across three years.
  • Successfully reduced response times for high-priority customer issues by 10% using a tiered escalation process.
  • Implemented an agent reward system, elevating both performance metrics and team morale, achieving 65% higher KPI scores in three years.
  • Developed and implemented new onboarding program, increasing new hire performance by 84% within 6 months.
  • Integrated text analytics tools into customer feedback loops, providing actionable insights and raising satisfaction scores by 26% points.
  • Resolved product issue through consumer testing.

Affiliations

  • Freemason
  • Certified Sales Leadership Professional (CSLP) from Summit Group
  • Society of Human Resource Management (SHRM)
  • Society of Workforce Planning Professionals (SWPP)
  • American Marketing Association
  • American Society for Quality (ASQ)
  • Help Desk Institute (HDI)
  • Business Process Management Institute (BPMI)
  • Customer Contact Strategies Group
  • Toastmasters

Certifications

  • Certified Customer Service Loyalty Professional - Ironclad Systems
  • Quality Assurance in Customer Service Certification - Meridian
  • Certified Professional Supervisor (CPS) - Ironclad Systems
  • KPI and Metrics Management Certification - Ironclad Systems
  • Certified in Call Center Technology (CCCT) - Harbor & Co.
  • Certified Contact Center Supervisor (CCCS) – Harbor & Co.
  • Advanced Call Center Leadership Program - Cedar Works
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Business Process Improvement Certification - Northwind
  • CompTIA Security+

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