Customer Service Supervisor IV Resume. Helps team members develop problem solving skills and management of daily activities, Assist Customer Service Manager in achieving overall objectives in creating superior customer service. Anticipates and plans for change. Adept at building high-performance organizations and establishing collaborative work cultures. Customer Service Supervisor Resume Sample. Additionally, it is not inherently bad to include extra words in a skills section. Monitoring the staff performance with ticket observations and call observations to identify training needs. Exceptional Seasoned Customer Service Supervisor with unmatched customer service record and successful strategic development. Liaised with the call center management team to monitor the effectiveness of service policies and practices. Immediate Activities, Oversee all activities within the Oculus Support Tier 3 group and communicate output through regular reporting that is shared with the Executive team, Respond to customer service escalations from all available support channels, Work closely with the Training and Quality Specialist to create and distribute training to the Tier 3 group and our other support teams globally, Provide support service to co-publishing and import business under management of Customer Service Manager, Partner closely with Sales Representatives on pricing of titles and services, Facilitate import order process by training customers to use CSS system properly, Partner closely with Asia Hub team to assist in resolving outstanding issues quickly and efficiently, Provide regular communication to customers as part of customer service and ensure customer issues are resolved quickly and efficiently, Serve as focal point for all inventory management matters for China, Assist Customer Service Manager to collect and organize business data, Coordinate internal process to enhance efficiency of co-publishing working flow, Assist Asia Hub Customer Service team and Customer Service Manager to ensure orders for digital products are processed accurately and according to process, Submit Accounts Receivable statement to customers once a month and assist Customer Service Manager to achieve collection target, Make recommendations for assigned personnel regarding employment, career development, salary changes, promotions, transfers, and terminations, within established policies and guidelines, Verify and approve agent time cards, including Family & Medical Leave Act (FMLA) reporting and tracking, Monitor and evaluate randomly selected calls to assess agents service quality standards and complete online evaluations of client calls, Analyze key metrics, evaluate departments achievement of those metrics and determine appropriate changes necessary to meet goals, Three years of contact center experience or equivalent experience with demonstrated high performance, Strong time management, people management and negotiation skills, Excellent communication and writing skills, Ability to work under pressure and meet short deadlines, Ability to multi-task in a fast-paced working environment, Excellent time management and follow up skills, Answers technical and procedural questions from lower level associates. Job email alerts. Provide strong leadership supporting a team environment within the CSs combined effort, Develops and maintains departmental procedures, Interprets data to provide statistical analysis and trend reporting, Meets all Service Level Agreement (SLA) requirements between the CS and the branch/region. Here's how front end is used on customer service supervisor resumes: Supervised and coordinated activities of front end employees engaged in customer service activities. The ability to build and sustain a high performance team and to successfully communicate and develop a sense of urgency and commitment to meet team goals, Knowledge of the Eaton Business System (EBS), Understands the culture of the company as it relates to Continuous Improvement, Problem Solving, and the BOS Process, Judgment, logic, resourcefulness and creative abilities, Business Acumen: ability to align tasks with the business/market environment and the strategy to meet division goals, Computer literate with competency in Microsoft Office software programs, MRP system, and customer web based portals, Work with other functional areas within Performance Parts to drive World Class customer service results, Work with Equipment Branches, Service Branches, and Performance Parts sales team to increase revenue and exceed AOP, Provide 2 hour customer resolution on all issues, Provide Oracle Aftermarket Order Entry guidance and training, Work with Performance Parts sales team to increase revenue, Must be able to work in a fast paced environment managing multiple projects, Complete performance approvals for direct reports, Bachelors degree in marketing, business, engineering or related field or equivalent, Minimum 5 + years of customer relations experience, Proficient in Oracle, Word, Excel, Outlook, Adobe Acrobat, Internet Explorer, Ability to develop and maintain an organized and repeatable sales and ordering process, Enthusiasm for customer service with a sense of urgency, Ability to think through processes or issues and be solution driven, Ability to prioritize and reprioritize quickly, Ability to thrive in a fast paced environment. Also adopt and train throughout the customer service department, Monitor results from VOC (Voice of Customer survey) and strive for improvements based on information received. Proficient knowledge of customer service, and standard office practices and procedures. Although no formal education is needed for this job role, some candidates make a display of a Bachelors degree in communication, marketing, or similar domains. This will be achieved through partnering with existing Brinks BGS and CIT resources as necessary and key executives within the BGS footprint, Provides direction and structure for Customer Service locations across the BGS US footprint to help generate a higher ROI and optimal workflow utilisation, including but not limited to training initiatives, establishing key metrics, driving and monitoring productivity and improving business process, Partners with other operational leaders to resolve recurring issues and provide long term solutions, Effectively manage all Customer Service processes and work closely with Operations, Sales and Security to ensure the right decisions are made at the right time, appropriate communication occurs and that plans are intelligently adjusted to reflect necessary fluctuations in goals and requirements as business needs change, Ensure secure, safe and efficient handling of the operations (including armored transportation, inventory management, sort activity, show services and domestic network operations,) according to the Brinks standards, processes and procedures (especially the GSR and the BGS Procedures Manual), Apply company guidelines and goals in respect to working conditions, atmosphere and performance of directly subordinated staff, Assist in the revision, updating and/or development of operational SOPs for BGS locations throughout the US including but not limited to 580 Fifth Avenue, JFK, Louisville, Boston, Chicago, Ohio, Miami, Los Angeles, Oakland, Salt Lake City and Seattle, Manage and control all issues in respect to processes, procedures, airline handling, authorities and third party service providers, Respond to incoming communications from internal and external customers and where necessary resolve and escalate issues as needed including the providing of product line data and the quoting of prices for all services, Ensure all transportation arrangements are made with full consideration of security implications, according to the BGS Procedures and within the General security regulations (GSR), Work closely with Sales and other internal departments to ensure that all orders are correct, relationships are managed effectively and information is moved seamlessly among internal departments. Brings back related information to team and presents during team meetings, Supervise a team of 15-20 customer service team members in our Call Center, Partner with customer operations to meet company goals, respond to escalations, improve processes, and adhere to company guidelines, Empower teams to achieve goals by providing resources, training, responsibility and authority Drive strong team quality performance by conducting pre-calibrations, partnering with NPS support team, attending calibration sessions and coaching team members, Internal applicants must show a 6 month, or longer, tenure in their current position or have recently been converted to a CSA within the past 6 months, Bachelors degree or equivalent work experience preferred, 2+ years Customer Service experience required, Previous StubHub training completed and currently meeting or exceeding StubHub performance ratings required, 2+ year experience in Customer Service environment including supervisory experience, Strong leadership skills and able to motivate staff to deliver superior customer services, Good understanding of procedures and concepts within own technical/subject area, Good understanding of how the team integrates with others in accomplishing the objectives of the area, Responsible for the recruiting and hiring of Customer Service Representatives and monitors licensing and continuing education requirements to ensure timely fulfillment. Developed strong rapport with customers to de-escalate and resolve in-depth issues. Monitor calls for quality assurance, Research quality issues and responds to error assessments. Respond to customer service issues in a timely manner. Improved customer service by monitoring calls and providing coaching and feedback to the customer service representatives, helping them expand their service skills. Provide support to sales representatives throughout the sales organization, Maintain SOPs for various department functions and help train and implement throughout the organization. Customer Service Supervisor Cover Letter. Brief statements outlining specific situations resolved in this role are listed next in a section titled "Complaint Resolution". In this case, the most important metric to highlight is customer service scores. Assists Management in developing and implementing incentive programs, Provides formal supervision to individual employees within single functional or operational area, Recommends staff recruitment, selection, promotion, advancement, corrective action and termination, Plans and monitors appropriate staffing levels and utilization of labor, including overtime, Prepares and delivers performance appraisal for staff, Mentors and coaches team members to further develop competencies, Leads by example and models behaviors that are consistent with the company's values, High School Diploma or GED equivalent required. Developed new hires, monitoring, coaching and evaluating employee performance. Possesses a reputation for building productive and positive relationships, with diverse customers, resulting in improved customer retention and loyalty. Coaching and inspiring associates and assist store management in fostering a culture that builds trust, brand. Extensive experience in different roles within an organization, with proven . Skills : Customer Service, Coaching, Contact Center, Call Center, KPI, Motivating, Evaluation, SLA, Customer Service, Microsoft Office, Organizational, Effective Verbal And Written. Achieves this through the oversight of work allocation and productivity of individual team members as well as oversees quality performance of individual team members, Develop Contact Center staff through effective hiring, coaching, evaluative performance feedback and guidance, Assists in developing new initiatives and makes recommendations for change, based on proactive and reactive business needs, focusing on improving the communication, timing and impact to the customer and the employees in the contact center environment. First, consider your qualifications Take inventory of your prior experience, skills, qualifications and expertise, and include the most impressive accomplishments in your objective. Choose the Best Format for Your Customer Service Manager Resume A tight customer service schedule is crucial if you want a 100% satisfaction score. or 12 mos. Quick response time equates to providers receiving payments faster. Fielded and addressed customer inquiries and investigated and resolved complaints and grievances. Customer Service Resume Objective Examples - Bullet Format Example 1 Self-motivated and resourceful customer service representative with proven competency in: resolving a wide range of product and service issues speedily and satisfactorily exceeding customer's post-sales needs with energetic follow-up Drives success by directing high-producing teams while developing lasting employee rapport. It is important that while preparing BPO Resume Templates, one needs to take utmost care. Professional Summary. Customer Service Career Objective Examples, Customer Service Summary Statement Examples, How to write Experience Section in Customer Service Resume, Action Verbs to use in Customer Service Resume, How to present Skills Section in Customer Service Resume, How to write Education Section in Customer Service Resume. Based on current and historical data ensures the most efficient use of labor while balancing quality levels of customer service, Analyzes and understands customer needs based on customer feedback, call monitoring and various information sources. Experience includes exceptional customer service skills,training and call evaluation, inventory management, and telecommunications. As the lead editor at a boutique career consulting firm, Frank developed an innovative approach to resume writing that empowers job seekers to tell their professional stories. Stays with a problem/line of thinking until a solution is reached or no longer reasonably attainable, Risk-taking: Takes calculated risks, weighing up pros and cons appropriately, Customer Orientation: Sets the right priorities and takes the right actions to support and satisfy customer needs, Set clear objectives for Customer Service Advisors and manage their quantitative and qualitative performance, Monitor real-time workload and queues/backlog across all channels; reallocate team as necessary, Act as point of escalation for team for customer complaint and IT related support resolution, Identify individual rep training needs, train/coach Customer Service Advisors and coordinate with Training team for continuous education, Manage team attendance and report any discrepancies to Work Force Manager, Lead daily Kaizen/continuous improvement efforts with team to ensure high level of service, Work closely with global CS Supervisors to ensure consistency of training and process, Experience in customer service managing a team, preferably in a fashion retail environment, Passion for fashion and a good understanding of fashion brands, Positive approach to change and can-do attitude to drive business results, 2 years minimum of experience with claim/call center environment is required, Bachelors Degree in business/ health administration preferred, 2 years leading claim/customer service team is preferred, Handles escalations and provides assistance to customers and end-users as requested, Remains available, approachable and visible throughout the day to mentor, assist and coach the team as required, Utilizes key performance indicators to coach, develop and improve the performance of team members, Conducts regular meetings with staff to communicate team as well as Service Center related changes and updates, Provides staff members with performance goals and regular feedback in support of departmental goals, Coordinates training to support developmental needs identified through performance evaluation vehicles and assists in the development of training, educational and reference materials, Works collaboratively with peer managers and support personnel (WFM and QA) to ensure that department processes, procedures, practices, and performance measures and evaluations are consistently applied and managed across the entire Service Center, Coordinate and facilitate problem solving across functional departments in order to ensure customer issues are properly addressed while protecting the integrity of SUPERVALU and its programs, Supervise activities of high volume call center, Directly responsible for supervision of employees, scheduling, corrective action and other related issues, Work closely with other division supervisors to ensure customer satisfaction, increased efficiency and business results, Assist staff with their needs, and resolve concerns and difficulties, Resolve customer service issues that have been escalated from CSR's, Lead and motivate team to meet company-wide service goals, Coach CSR's to provide excellent customer service to all customers, Work effectively with customers, peers, and management, Proven time management and problem solving skills, Strong motivational, coaching, and teaching skills, Ability to produce routine reports, and correspondence, Ability to effectively manage multiple tasks, Supervise the Customer Service Representatives by ensuring the department meets or exceeds the monthly goals as established by the organization, Provide ongoing training and support to Customer Service Representatives. In the example below, the job seeker showcases different aspects of their managerial expertise, emphasizing their ability to coach and mentor team members, an important skill set that hiring managers will be looking for on your resume. Researches and resolves customer inquiries, 5 years of experience in branch operations, Establish customer service objectives and priorities: overall and team specific objectives, Recommend initiatives with customers to optimize flows (information, products, financial) and costs, Define scorecards for key indicators follow-up and focus on service levels, Participate in customer service budget construction, Recruit, develop and manage his/her team, ensuring knowledge transfer and change management, Build customer relationships including customer meetings and exchange market information, Expected to learn and uphold the DreamWorks brand standards along with the companys policies and procedures, Coach and assist onsite set managers with experiential and operational training as well as brand guidelines throughout the season, Builds relationships with mall management, photo operators and DWA personnel through regularly scheduled meetings or conference calls, Join bi-weekly calls between DWA and production teams, Implement a cohesive training presentation and schedule for a DreamPlace location, Complete a daily comprehensive quality check of the house throughout the season to efficiently resolve any current, impending or recurring issues, Assist set managers with tech guidelines, game installation and connectivity training for onsite teams, Coordinate with the photo operators on the guest experience in regards to the following, Update and complete production logs and recaps, Report any updates, feedback and opportunities to the DreamWorks management teams, Has worked in a leadership role in guest experience, special events or live entertainment, Ability to troubleshoot the sets technology and problem solve quickly and effectively, Comfortable in a public speaking and presentational environment, Working knowledge of Microsoft Office, iOS and Google applications, Comfortable with walking and standing for at least 5 hours per shift, Expected to provide or own a laptop or iPad will be needed for daily logs, emails and training, 40%: Lead and develop a team of Customer Solutions Specialists: This role is expected to build and sustain high performance across the COM organization Responsible for performance management, coaching, training, recognition and facilitating development opportunities. Strong leadership skills that help customer service representatives work towards specific goals and to a high standard of quality. The customer service supervisor job responsibilities include recruiting, motivating and training customer service employees so as to enhance loyalty and retain good customer relationship, the customer service supervisor involves actively in enhancing the business performance by participating in various educational opportunities and professional organizations. Provide guidance and feedback to help the team identify areas of improvement in order to create efficient customer service processes and tools. Care Manager with promotions, transfers, merit increases and disciplinary action. Monitor associate breaks, supervise front end operations effectively. E: email@email.com P: 000-000-0000. Experienced professional with outstanding project planning, execution, monitoring, and closing skills. Objective : Flexible, Junior Customer Service Supervisor with 3 years of experience with a positive attitude with the desire to bring diverse management skills to any position (sales associate, administrative assistant, customer services support representative, assistant manager and more). Encourages this behavior with team members and coaches them on solutions, Participates in a culture of continues improvement and encourages team to do the same by actively participating in HOS, Develop and follow standard work and policies to ensure a continues efficient level of customer service, Maintain and expand knowledge base on current and new products and operations, Use SAP to retrieve customer information, stock status information, and the status of purchase orders, Provide price quotations and process customer orders as required, Degree in computer science, networking, application development or equivalent Information Technology (IT) work experience, Ability to write basic queries using SQL (Structured Query Language), Experience working in the hospitality industry preferred, Experience with Oracle/MICROS point of sale products a plus, specifically experience with Simphony 1 or 2, Treat all complaints with the outmost urgency and ensure that will be promptly investigated and if corrective action is required will be forwarded to the required Manager for correction action and immediate feedback, Provide direction and leadership to subordinate and peers on all on train complaints regarding Customer service delivery, Ensure that a program is developed and in place to track, monitor complaints on the competence of Ambassadors and Train Operators, Be responsible of the Performance Management Program reviews (staff reviews) with direct reports, Compile weekly and monthly reports on Customer complaints and will distribute as required, You possess at least one (1) years of experience in a similar position, You have a background in Customer service and handling Customer complaints positions, Your customer service, interpersonal and teamwork skills are strong, Your English communication skills are excellent, Directly supervise 12-14 employees in the Smart Energy Center of Excellence (Atlanta), Carries out supervisory responsibilities in accordance with the organization's policies, standard work procedures and applicable laws, 3 or more years of experience supervising/managing a customer support center, Experience supervising/managing in a call center environment highly preferred, Familiarity with Microsoft Office and Salesforce.com, Ability to effectively lead, influence and communicate across all levels of the organization from the frontline customer facing CSR to the senior leadership in highly matrixed organization, Strong consultative project management and organization planning skills Strong analytical skills of complex financial scenarios, Responsible for supervision of call center employees to assure productivity, quality, and timeliness of work in the completion of assigned projects and departmental goals, Assist with or conduct training to keep team updated on changes that may occur in information or procedures, Perform tasks to assure service level and quality requirements are met, Assume supervisory responsibility for department tasks and call center activities, Interview and recommend hiring and promotion of call center staff, Monitor staff quality and performance and provide feedback and coaching as appropriate, Complete employee performance assessment at end of year and assignment, Respond to CSR's when needing assistance on locating appropriate scripts to better address the callers questions or concerns, Maintain a current understanding of the GDIT and DMCS standard operating procedures, processes and Program policies, Utilize scripts, standard operating procedures, and training materials to respond to DMCS inquiries in a courteous, timely and professional manner, Provide accurate responses and documentation of inquiries and complaints from DMCS customers, Adhere to the Privacy Act as it relates to the confidentiality of information received Continually look for and suggest process improvements, which will benefit GDIT and our customers (internal and external), Report problems that occur to the appropriate person and assist with resolution, Adhere to and support service level metrics that includes schedule adherence, average handle time, response accuracy and quality metrics, May be required to work some GDIT or Federal holidays, Six months supervisory or leadership experience required, Minimum two years customer service or call center experience, Experience working on DMCS contract or in similar customer service environment required, Must have demonstrated oral and written communication skills in English, Must have demonstrated excellent interpersonal and leadership skills, Ability to organize self-assignments as well as those of others, Ability to prioritize and recognize tasks to meet contract standards, Must be able to prioritize multiple tasks dependent on call center needs, Must be able to track and report individual and team information, Applicant will be required by contract to undergo program update training as student financial assistance programs change, as well as required GDIT employee training, Applicants must not be in default status on a federal student loan, Federal security clearance (through the DMCS contract) required, Bachelor's degree in healthcare, business or a related field - may possibly consider equivalent recent experience in lieu of degree, depending on the type of job experience and number of years, A minimum of two years of current customer service/call center experience, preferably in a healthcare or insurance environment, At least one year of additional current experience as a supervisor or lead role, Three years of experience independently responding to and resolving inquiries, complaints, and client/customer service issues, One year of experience as a lead worker or supervisor performing the following tasks; interviewing, hiring, training, assigning, and directing work and evaluating staff or volunteers, Ability to efficiently use a personal computer and applicable software to successfully perform the essential job functions of the position, Experience working within an electronic workflow environment, Experience using scanning software and tools, Ability to provide high quality customer service with attention to detail with a focus on quality and productivity, Ability to work with a diverse group of people and communication styles, Ability to communicate information both oral and written, without personalizing the interactions, Leads a team of approximately 20 employees, 3-5 years of supervisory experience in a customer service Call Center environment, Prioritize tasks and time management skills, Supervise a team of 10-15 customer service team members in our Call Center, Ensure clear, consistent communication between internal StubHub teams and Outsource Partnerships Responsible for mentoring team members and promoting individual development Promote a positive teamwork enriched environment with increased employee satisfaction Collaborate with other teams, Partner with customer operations and sales to meet company goals, respond to escalations, improve processes, and adhere to company guidelines, Address individual needs through coaching and teaching to improve learning and enhance performance, Encourage and promotes decision making and accountability at all levels, Empower teams to achieve goals by providing resources, training, responsibility and authority Drive strong team quality performance by conducting pre-calibrations, partnering with Quality Assurance, attending calibration sessions and coaching team members, Demonstrate customer focus by seeking out, understanding, and responding to the needs of internal and external customers, Appropriately give and be open to receive feedback to/from team and coworkers Actively work to remove barriers to team effectiveness, Be attentive to and work to understand the views of others, Works with assistant supervisors to ensure all new associates are trained; performance is monitored and guidance is provided on performance improvement, Prepares and administers annual performance appraisals and IDPs, Recommends procedural changes and actively seeks to improve Customer Service Quality Management System with the goal of improving current practices and procedures, Minimum of two- four years Customer Service experience and successful achievement of all previous job objectives, Ability to work independently in a multi-division, fast paced environment, Ability to multi-task and work well under pressure, Attention to detail and excellent organizational and time management skills, Monitor Customer Service Representatives for quality assurance and efficiency, Assist Customer Service Representatives with any Cardholder issues in order to ensure prompt and satisfactory resolution, including call escalations, Train and coach a team of customer service representatives, Answer inbound customer service phone inquiries during periods of high call volume related to InComm (ATM, Visa and others), Provide timely, accurate and courteous responses to a number of FAQs, Receive Cardholder Visa Card registration calls and order Visa Cards via the Customer Service website, as needed, Perform basic Cardholder Customer Service functions in an accurate, timely and courteous manner, Process various customer related tasks relating to Lost/Stolen Cards, forgotten PINs, chargebacks, disputes, potential fraud, etc, Meet reporting requirements as designated by InComm Management, Enforce daily activity of call center policies and procedures, Staff Administration duties: work schedules, attendance and performance monitoring, staff discipline, payroll data collection and verification, interviewing, terminations, etc, Other tasks and responsibilities as assigned, Position involves the ability to work at a desk while using a telephone and computer to talk and correspond with customers, employees, and various levels of Management, Computer fluency is required, including knowledge of Microsoft Office and the Internet, Must possess strong analytical, interpersonal, organizational, and time-management skills, Ability to maintain a very high level of confidentiality and professionalism in working with new and existing staff, Our CallCenter is open 24/7, shift flexibility is needed, Must be able to handle multiple tasks while working independently, as well as, interact well with others, 4 years customer service experience with at least 1 year in a supervisory role required, Experience Supervising a minimum of 10 or more employees, Financial Card (ATM, Visa, etc.)
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