Supervisor Customer Service Resume Samples
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Supervisor Customer Service Resume Samples
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RS
R Smitham
Ricky
Smitham
4886 Maryjane Street
Los Angeles
CA
+1 (555) 210 9379
4886 Maryjane Street
Los Angeles
CA
Phone
p
+1 (555) 210 9379
Experience
Experience
Boston, MA
Supervisor Customer Service
Boston, MA
Reichel, Ledner and Pollich
Boston, MA
Supervisor Customer Service
- Works closely with product development managers, store personnel, managers and district managers, providing feedback from consumers
- Partner with Business Manager to recruit, develop and manage a high caliber workforce with minimal turnover
- Ensures performance metrics are met, such as Quality, Schedule Adherence, After Call Work, Service Levels, Customer Satisfaction, and other performance metrics
- Creates individual development plans and conducts annual performance reviews for team members
- Manage hiring, development, and performance of the team
- Monitor agents’ performance and provide coaching and feedback on their individual performance and impact on department goals, vision and values
- Manage and direct daily workflow as facilitated by the Department Manager
San Francisco, CA
Supervisor, Customer Service
San Francisco, CA
Ratke, DuBuque and Will
San Francisco, CA
Supervisor, Customer Service
- Maintains knowledge of changes in payroll laws, policies and procedures to further personal professional development. Reviews and recommends changes to maintain the integrity of the payroll system
- Performs daily Customer Support objectives by recruiting, selecting, orienting, training, leading and coaching, developing, and disciplining Customer Service staff; administering scheduling systems and time management processes; communicating job expectations; planning, monitoring, appraising, and reviewing job evaluations; planning and reviewing compensation actions; enforcing policies and procedures
- Oversee the performance of staff in the administration of service of these programs. Select, train, motivate and develop the staff to enhance their performance and behaviors. Create a work environment that recognizes rewards and motivates employees to continuously improve business processes to add greater value to the products and programs supplied to our members. Manage alternative work schedules and actively guide and coach employees provide career development to maximize performance
- Administering performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action
- Analyze metrics such as call volume, inbound emails and live chat to effectively report to your representatives as well as upper management to evaluate daily workload
- Contributes to the planning and achievement of departmental service goals on an hourly, daily and weekly basis by continually monitoring and using reporting tools
- Identify gaps and recommends measures to improve methods and practices to increase efficiency. Along with helping to make suggestions and implement ideas that improve team and department performance
present
New York, NY
Supervisor, Customer Service Management
New York, NY
Rice, Herzog and Ratke
present
New York, NY
Supervisor, Customer Service Management
present
- Develop staff through performance management, goal setting, training, and effective employee relations
- Provide daily leadership and supervision to Customer Service team consistent with management values and mission
- Create and develop program standard operating procedures
- Take ownership of queue/ workflow service levels in order to reach set KPI’s
- Work with internal and external customers and clients to understand and resolve trends and emerging issues
- Supervises pharmacy technicians and patient service representatives in a specialty pharmacy/call center
- Ensure compliance with HIPAA and other regulatory and legal guidelines, and troubleshoot and resolve customer/client service issues
Education
Education
Bachelor’s Degree in Healthcare
Bachelor’s Degree in Healthcare
Michigan State University
Bachelor’s Degree in Healthcare
Skills
Skills
- Basic proficiency with Windows PC applications, which includes the ability to learn new and complex computer system applications
- Knowledge of Company's internal and external quality goals and standards
- Ability to multi-task, this includes ability to understand multiple products and multiple levels of benefits within each product
- Ability to multi - task, this includes ability to understand multiple products and multiple levels of benefits within each product
- Ability to manage, lead and coach a professional team
- Excellent verbal and written communication skills; ability to speak clearly and concisely, conveying complex or technical information in a manner
- Ability to build professional relationships with team
- Excellent communication skills
- Ability to handle customer complaints and mediate customer disputes
- Ability to train and instruct in both group setting and one-on-one
15 Supervisor Customer Service resume templates
Read our complete resume writing guides
1
Supervisor, Customer Service / Dialer Resume Examples & Samples
- Responsible for supervising a group of associates dedicated to a blend environment via a predictive dialer and ensure departmental goals are achieved monthly
- Responsible for loan servicing policies and procedures including meeting operational standards, maintaining service levels, improving quality service, maintaining professional and technical knowledge, and accomplishing organization goals
- Develops, recommends, implements and supports predictive dialer strategies to maximize account penetration and collector productivity
- Schedules, plans and communicates daily call campaigns, as requested by management
- Responsibilities also include planning, training, motivation, evaluating, analyzing and directing a team while insuring compliance and achieving maximum results for the company
- Responsible for making recommendations concerning hiring, firing, advancement, promotion, or other changes of status for employees supervised
- Participate in or conduct hiring interviews and make recommendations for staff hires
- Draft and administer performance reviews
- Scheduling and enforcement of the attendance policy
- Review and approve timesheets for accuracy
- Coach and counsel staff on successful work behaviors
- Identify staff behaviors needing corrective action; recommend corrective action to Manager and administer corrective action
- Oversee and monitors performance, behavior and compliance with all policies and procedures
- Perform related assignments as required
- Must have 2 years of experience as Predictive Dialer Supervisor in the Auto Finance Industry
- Bachelor’s degree preferred; High school diploma or equivalent with some college
- Requires good planning, analytical, problem solving, and implementation skills and strong oral and written communication, and facilitation skills
- Ability to calculate figures and amounts such as past due balances, interest, and fees
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited information exists. Ability to interpret a variety of instructions furnished in written and oral form
2
Supervisor Customer Service Operations Resume Examples & Samples
- Resolves client and production issues
- Assists Manager, CS Operations in meeting customer commitments
- 30% Staff Management
- Evaluates performance and effectively provides feedback to staff
- 20% Client Relationship Supervision
- 10% Other duties as needed
- Education and Experience: *
- Bachelor Degree or equivalent preferred
- Proficiency in MS Office SuiteExperience processing receivables and high volume banking transactions, preparation, security and documentations
- Training and coaching abilities coupled with a strong ability to motivate a team
- Excellent multi-tasking skills
3
Supervisor Customer Service Contact Center Resume Examples & Samples
- 4-year College Degree, BS Accounting/Finance Degree preferred, commensurate experience may be considered
- 1-2 years of Call Center and Customer Service Supervisory or related experience. Accounting, Finance, Credit, Accounts Receivable preferred
- Excellent verbal and written communications skills; professional telephone and email etiquette
- Strong presentation, organizational and planning skills
- Excellent PC skills including: Excel spreadsheet (Pivot Tables, V-Lookup, Macros) Microsoft Office products, understanding of systems applications and report building
- Ability to analyze reports, systems, procedures
- Ability to create process improvements based on analytical conclusions
- Ability to multi-task and prioritize; detail oriented, strong follow up skills, flexible
4
Supervisor, Customer Service Operations Resume Examples & Samples
- Administers customer service programs in adherence with national and system customer service objectives
- Manages and trains Customer Care Operations Specialist and Coordinators
- Assists in monitoring customer service productivity in accordance with established policy to assure adherence as well as completeness
- Ensures adherence to company policy, procedures, standards, and goals
5
Senior Supervisor Customer Service Resume Examples & Samples
- Accurately assesses strengths and development needs of employees including timely and specific feedback and performance management. Provides challenging goals, assignments and opportunities for further development
- Initiates and develops relationships with others throughout the business unit and the company in order to identify and understand customer and business needs; implement solutions to improve effectiveness and results
- Create and foster a trusting and engaging work environment with a focus on employee retention. Ensure a culture of accountability, integrity and respect
- Report and analyze manager information systems, quality/timeline indicators
- Manage team to meet goals within the budget. Monitor, research and evaluate technological advances in the industry to identify appropriate alternatives for enhancing current department operations. Evaluate cost/benefits, make recommendations, develop and oversee implementation plans
- NOTE** The information listed within this description summary is intended to indicate the general nature and level of work. It is not designed to contain or be interpreted as a comprehensive account of all the responsibilities, and/or minimum qualifications required of an employee assigned to this position
- 3+ years of functional experience (in Collections/Recovery/Default, Customer Service, and/or Sales) preferred
6
Supervisor, Customer Service Resume Examples & Samples
- Develop, evolve, and execute business practices to support the department
- Maintain a strong understanding of available tools and ensure effective approaches are applied to tasks and initiatives
- Hire and supervise an efficient and effective team that meets the needs of each functional area
- Ensure alignment on priorities and direction by partnering with other groups and leaders
- High School, GED, or vocational school diploma is required
- Minimum of one year Nfsb credit coach/trainer or supervisor/leadership experience is preferred
- Minimum of three years of Nfsb Service Specialist/Senior Service Specialist experience is preferred
- Ability and willingness to work flexible hours; evenings and weekends are required
- Ability to work both in a team environment and independently
- Strong management ability and capable of setting clear objectives for staff. Manage, coach, and motivate staff to achieve objectives on time and according to plans
- Ability to establish and maintain cooperative and positive working relationships with employees, customers, and vendors
- Organized, detail-oriented, diplomatic, proactive, self-motivated, dependable, and driven by excellence
- Ability to balance multiple tasks in accordance with changing deadlines and priorities in a fast-paced environment to ensure Nordstrom fsb is meeting the needs and demands of internal and external customers
- Ability to work sensitively and effectively with individuals of diverse ethnic and cultural backgrounds and treat all customers and employees in a fair and equitable manner
- Ensure adherence to all Bank policies, procedures, and practices
- Ensure a clean, safe and accident-free work environment and comply with Bank safety rules
7
Supervisor, Customer Service Resume Examples & Samples
- 40 % Operations Supervision
- Supervises day-to-day process of assigned group and area of accountability (License Renewals)
- Establishes staff assignments, trains and supervises staff to ensure contractual compliance
- Responsible for timely reporting of operational performance
- Ensures staff is in compliance with operating procedures, HR & corporate policies
- Assists employees with performance and career development
- Effectively manages performance issues according to established policy
- Conducts regular employee meetings
- Interacts with Client to resolve issues and to collaborate in establishing processes/procedures
- Provides input and assists Manager, Nurse Aide Operations in managing client relationships, compiling reports, and managing the quality and timeliness of all deliverables
- Bachelor Degree or or equivalent work experience
- 4+ years supervisory experience in a call center or administrative environment
- Proficiency in MS Office Suite
- Experience processing receivables and high volume banking transactions, preparation, security and documentations
- Leadership, interpersonal and conflict management skills
- Effective organizational and prioritization skills
- Good analytical and follow-through skills
- Strong commitment to work
8
Supervisor Customer Service Operations Resume Examples & Samples
- Some college and/or related experience required. Bachelor degree a plus
- Experience supervising staff in contact center environment preferred
- Minimum 1 year of experience as a customer service agent/lead and/or in State or National Assessments program management preferred
- Proficient verbal and written communication skills required
- Ability to work with all levels of management and staff
- Ability to handle a high volume of work in a short period of time, handle multiple priorities simultaneously, and operate in a demanding work environment is important
- Detail-oriented with good follow-through on projects
- Must be able to manage multiple projects concurrently and as required so each project is completed within set guidelines and timelines
- Knowledge and experience with a Customer Relationship Management (CRM) or Call Management system a plus
9
Supervisor, Customer Service Resume Examples & Samples
- Minimum of two years of back office experience working credit and debit card disputes and chargebacks and one year of supervisory or leadership experience required
- Strong demonstrated communication, time management, and problem solving skills
- Demonstrated expertise with call center applications
10
Supervisor, Customer Service Resume Examples & Samples
- Provides effective leadership, coaching/support, motivation, recruitment and development of staff
- Manages performance by providing support and recognition to build strengths and develop confidence within the members of their team
- Communicates effectively with team
- Identifies and manages performance issues effectively and efficiently
- Ensures staff have the necessary training and available departmental tools and resources to be successful in their roles
- Executes effective recognition of employees to ensure engagement
- Partners with staff in their career development and progression
- Responsible for the management of day-to-day operations of the department, including effective task delegation/load balancing, as required
- Owns, heightens awareness, removes obstacles that are brought forward by employees, where possible
- Plans, motivates and leads team to meet service targets through achieving key performance metrics (eg. quality scores, AHT, schedule adherence, vacation management, absenteeism management, etc
- Develops and maintains collaborative relationships with business partners
- Maintains a high degree of confidentiality and judgment in dealing with sensitive Employee and Business Unit information
- Participates in the development of department strategies and implements changes to support the area’s mandate and goals
- Provides back-up to management in their absence
- Participates in projects, initiatives, workshops etc. as required. (eg. Wellness, projects, BI/PR etc.)
- Identifies and recommends solutions that will minimize service impacts to our organization, improve operational effectiveness and efficiency, productivity, including plans to implement these solutions
- Keeps well informed on issues affecting the department to proactively script and inform team members of appropriate responses in line with corporate and divisional media and public relations
- Responsible for all controls within the team and ensures staff follow appropriate processes (eg. complaint management)
- Handles escalated calls that are not able to be resolved by Customer Service Professionals or Specialists
- Effectively manages change at both the individual and team levels
- Post-secondary education with 3-5 years progressive Customer Service experience
- Previous leadership experience is beneficial
- In-house Leadership Development Strong leadership skills in coaching, motivation, development, team building and mentoring, as well as performance management
- Solid understanding of department scheduling, volume management, individual/team performance measures and Customer Service metrics
- Strong analytical, research, problem solving, decision-making and conflict resolution skills
- Solid understanding of the different needs of our customers, and a customer centric vision
- Strong interpersonal skills with proven ability to influence and negotiate with direct reports to ensure that service levels and customer inquiries are handled in a timely manner
- Strong, demonstrated professionalism and judgment
- Excellent organization and prioritization skills, as well as time management skills to be able to multitask in a high volume, rapidly changing work environment
- Solid technical experience in the application and administration of people management tools and systems
- General knowledge of project methodology
- Presentation and facilitation skills
- Solid business knowledge
- Solid overall understanding of Operations, including understanding processing workflows, policies etc
- Ability to maintain confidentiality pertaining to staff performance and client call monitoring
11
Supervisor, Customer Service Resume Examples & Samples
- Five + years of demonstrated increase in responsibility with prior supervisory/ management experience required
- Intermediate proficiency in PC/Windows related software (e.g. MSWord Excel) required
- Strong financial/metrics based background
- Sales orientated self-starter with strong interpersonal and negotiating skills
12
Supervisor, Customer Service Resume Examples & Samples
- Bilingual Candidate Preferred
- Bachelor's degree in healthcare, business or a related field or equivalent experience
- 2+ years of customer service/call center experience, preferably in a healthcare or insurance environment
- At least one year of experience as a supervisor or lead preferred
13
Supervisor Customer Service Resume Examples & Samples
- Provides expertise and customer service support to members, customers, and / or providers
- Coordinates, supervises and is accountable for the daily activities of business support, technical or production team or unit
- Impact of work is most often at the team level
- Must have ability to work any shift within operating hours of 7am to 8pm M-F, flexible to work weekends as business needs dictate
- 2+ years of experience supervising 10 or more direct reports in a customer service environment
- 4+ years of customer service experience
- 2+ year of experience in the development of staff/team
- Ability to send emails out of MS Outlook
- Ability to interrupt and analyze date data off MS Excel worksheets
- Ability to create and read MS Word documents
- Experience working within the Healthcare Industry either in a Doctor's Office, Hospital or Office setting
14
Supervisor Customer Service Resume Examples & Samples
- Bachelors Degree preferred
- High School Diploma/GED or 10+ years of Call Center experience
- Work Shift - must be available 5am-9pm 7 days/week
- 3+ years of experience providing excellent Customer Service
- 2+ years of experience as a Supervisor or Team Lead
- 1+ years of experience in coaching and managing towards metrics driven goals
- 2+ years of experience with Windows PC applications (this includes the ability to learn new and complex computer system applications)
- Pharmacy Benefit Management(PBM) or Healthcare experience
- Call Center or Contact Center experience
- Experience with AVAYA system
15
Supervisor Customer Service Resume Examples & Samples
- Ensures performance metrics are met, such as Quality, Schedule Adherence, After Call Work, Service Levels, Customer Satisfaction, and other performance metrics
- Provides coaching and feedback to team members, including the development of formal corrective action plans
- Reviews and addresses team attendance daily/weekly/monthly
- Supports call volume during peak times, to include taking member calls and escalated calls
16
Supervisor Customer Service Resume Examples & Samples
- Available to work all shifts (given appropriate notice)
- Drive process improvements
- Continued strategic evolution to all business partner engagements
17
Supervisor, Customer Service Resume Examples & Samples
- Coaching and Developing associates and a results based environment while still having fun on a daily basis
- Administering the policies of the company and ensuring customer service is provided by associates in a way that it will meet expectations
- Administering performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action
- Performing quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance
- Leading workflow distribution and floor management to ensure service levels are consistently met and resolve complex escalated client concerns and disputes
- Recruiting rock star associates by interviewing and making effective hiring recommendations and develop and implement process improvements, and effectively manage change to ensure departmental objectives are met
18
Supervisor, Customer Service Resume Examples & Samples
- 2 years of experience in a back office or route based work environment
- Strong familiarity with call center or operations support management hardware/software
- Knowledge of customer service techniques and standards, collections strategy
- Supervisory/Management experience required
19
Supervisor, Customer Service Resume Examples & Samples
- Monitoring team performance to ensure the department goals are met and supporting quality and training efforts
- Supports scheduled new-hire training with on-the-job coaching and on-the-job training according to the training program
- Develops Senior Customer Account Representatives to effectively Coach agents on performance
- Facilitates periodic dialogs among the inquiry work units, gathering feedback on correspondence and call quality monitoring, reporting, customer feedback, and processes effectiveness
- Coordinates, leads, or participates in focused projects including, automation of manual processes; direct systems interlinks; mainframe system upgrades and change testing; and centralized document generation system
- Supervises adjustment processing on loans or leases, due date changes, rewrites, loan auditing, credit bureau updates, transfers of equity, substitutions, and parking tickets. Tracks individual and departmental productivity using quality and quantity monitors
- Handles escalated customer calls
- Management Accountabilities: Has nonexempt through journey-level exempt subordinates or contractors. Supervises and provides leadership, coaching, guidance, training and staff development; interviews and selects unit employees; plans and evaluates employee performance; recommends merit increases, transfers and promotions; counsels and disciplines employees as necessary; recommends termination when appropriate; and monitors time and attendance of subordinates
- Job Knowledge and Skill: Extensive knowledge of captive automobile finance and of related State and Federal laws at a level sufficient to handle complex problems related to the work area in day-to-day situations. Superior interpersonal, conflict resolution and problem solving skills
- Experience: Eight or more years of increasingly responsible administrative experience, plus one or more years of directly related professional level experience
- Supervisory Experience: One to two years in a work leader role coordinating the work of other employees or contractors. This includes training new employees, assigning work, and checking the timeliness and quality of work. May have provided input into performance reviews. Most time in work leader role would have been spent performing work similar to that performed by the people whose activities the position coordinates
- Education: Professional certification or related degree from a four-year college preferred. Consider equivalent related college or technical courses, seminars and in-house classroom training
- Computer Skills: Working knowledge of word processor, spreadsheet, other PC applications, or mainframe applications to produce non-standard, creative products
20
Supervisor, Customer Service Resume Examples & Samples
- Supervises the day-to-day operations of assigned team
- Ensures effective process utilization, quote, receive orders, order entry, purchase, invoice, track orders and expediting
- Provides team leadership and support to explore, identify and implement new or revised processes and tools required to ensure successful execution of required activities
- Resolves complex escalated issues raised from the team activities and/or specific customer process requirements issues
- Applies excellent process knowledge to audits to ensure compliance with all legal and internal financial controls requirements
- Reviews and analyzes operational metrics and identifies areas where additional opportunities exist to improve operational service levels
- Conducts and/or provides appropriate training and operational direction to team members to effectively perform the required defined processes
- Manages order management process and ensure process is verified and audited for compliancy
- Perform backlog management to ensure accurate order placement, ship-dates, installations, etc
- Responsible for the rollout of any new process and procedures to their assigned team
- Handles customer complaints and customer satisfaction issues elevating issues as needed
- Establishes performance metrics and provides performance appraisal and employee development planning with team members
- Is responsible for a variety of staff activities that include but are not limited to: assessing/assigning work; providing coaching and training, making hiring, monetary, disciplinary, and termination recommendations or conducting other required supervisory actions as needed
- Applies process knowledge to audits to ensure compliance with all legal and internal financial controls requirements
- May participates in operations and customer business reviews
- Serves as a mentor to staff across all process areas
- Two years of progressively more complex and responsible related work experience in customer support or a similarly related process activity arena demonstrating the ability to perform the variety of people interface requirements and work process activities involved in the position’s success
21
Supervisor Customer Service Resume Examples & Samples
- 3+ years of experience in a call center type environment
- 1+ years of leadership and/or SME experience (successfully led a group of individuals and/or various projects)
- Available to work 8 hour shift within the hours of 8:00 am and 8:00 pm, 5 days a week, Monday through Friday
- Undergraduate Degree
- Supervisory experience in call center environment or strongly related
- Strong interpersonal and communication skills is required; i.e. communicating with direct reports and leading coaching sessions
- Demonstrated facilitation experience ; i.e. this person will be leading team meetings, reporting out to business managers and directors
22
Area Supervisor, Customer Service Resume Examples & Samples
- Directs and coordinates activities of field service technicians engaged in the installation, repair, and servicing of company equipment in field installations. Sets priorities and monitors progress according to established field requirements
- Studies schedules and estimates time, cost, and labor for completion of job assignments. Supervises employees in the servicing and repairing of equipment
- Cultivates, improves, and sustains relationships with customers and ensures customer satisfaction by following-up with customers and field technicians through service completion
- Coordinates with Regional Managers to ensure that field service technicians are trained, instructed, and oriented in proper procedures, operations, and methods. Ensures the proper training of technicians and customers in the installation, use and service of company equipment
- Provides technical leadership and guidance to field service technicians as required
- Advises management regarding customer satisfaction, product performance, and suggestions for product improvements. Coordinates customer service function with other departments
- Assists Regional Managers in the recruitment and training of field service technicians; Evaluates performance, recommends or initiates promotions, transfers, and/or disciplinary action
- Implements methods and procedures for monitoring work activities in order to inform management of current status or work activities. Recommends measures to improve methods, performance and quality; suggests changes to increase efficiency
- Travels daily within region, domestically as well as internationally approximately twenty-five percent (25%) to 50% of the time
23
Supervisor Customer Service Resume Examples & Samples
- Enable team members to deliver consistent high quality service that delights our customers. Continuously coach the team to ensure the individual and team performance goals are achieved
- Serve as a leader by directing the team and ensuring the team successfully applies the call / claim strategy to each interaction. Assume accountability for ensuring individuals and the team meet their performance metric goals utilizing reports and data available
- Serve as a point of escalation for procedural and technical issues and coach staff regarding how to effectively resolve the issue(s)
- Motivate individuals and teams to provide exceptional customer service
- Partner with staff and other leaders (within and across sites) to develop improvements
- Development of improvement plans with the assistance of a business manager using available sources: team/site customer surveys, telephone reports, error / defect reports, quality, production results, vendor issues, call monitoring
- Partner with Quality and Training to identify skill development needs
- Facilitate meetings to communicate team performance goals and results; share general corporate communication; and provide a forum for surfacing opportunities and / or issues
- Investigate trends, surface issues, identify root problem and collaboratively work with specific team / individuals to resolve issues
- Ensure team supports and adheres to all improvement initiatives
- Keep performance on track by monitoring and managing each staff member's performance. Conduct formal twice monthly one-on-ones, annual performance reviews as appropriate
- Support the workforce manager to insure staff is properly scheduled ensuring individuals and team adhere to the schedule
24
NA Rpso Supervisor Customer Service Resume Examples & Samples
- Establish and maintain alignment between Sales and Operations, including but not limited to Parts Booking Forecasting process from a regional perspective and align with sales input to convert sales forecast into BU forecast
- Monitoring and setting corrective actions related to identified key performance indicators (KPIs) under volume, effectiveness and responsiveness
- Identification, development, implementation and monitoring initiatives through the support of Sales/Operations
- Pricing Policies (consistency and Control)
- Booking Plan for Destination Region at level of single BUs, aligned to Year Over Year company growth expectation (approx. baseline scope is between 50 and 60 million yearly bookings
- Support sales on resolving customer parts complaints by coordinating with the respective BUs
- Act as Regional Pump Parts Expert overall responsible for the assigned Region
- Responsible for driving self initiated quotation generation, removing rework, and non value activities with solid application of tools and processes to drive results
- Strong communication skills written and verbal, with Customers, Sales and Operations directly (senior level)
- Able to make things happen across different functions within the Operations and Business Platforms and create a highly energized and motivated team for optimized results
- Able to prioritize and proactively complete tasks across Organizations
- Able to manage remote resources, regardless of the direct or matrix reporting line
- Effectively control and drive the quotation activity for the assigned region
- Able to drive best in class customer service, from cradle to grave
- Strong commercial drive and attention to details and process improvements, with a results driven mindset
- Deep knowledge of main IT application tools
- Proficient in MS Office packages (Excel, Power Point)
- Availability to travel when required
- Basic knowledge of centrifugal pumps and/or rotating equipment, material specifications, metallurgy, inventory control, estimating knowledge and a general understanding of the sales cycle
- Knowledge of Flowserve's portfolio of aftermarket offerings and related equipment solutions
- Sales background is a plus
- Product and Processes Knowledge - Internal Flowserve Candidate is a plus
- International mind set with sub-regional focus
25
Supervisor, Customer Service Resume Examples & Samples
- Manages and develops non-exempt direct reports
- Handles all direct employee personnel issues and processes (where applicable), including performance management, appraisal processes, development planning, and career pathing
- Supervises non exempt direct reports assigning workload, monitoring quality and associate coaching
- Ensures WellCare link is update to with the appropriate materials
- Trains CSRs on new processes and refresher training
- Creates/revises training as needed
- Facilitate and participate in meetings with other departments and line of business as needed
- Act in a liaison capacity for the Mgr/ Sr Mgr representing the call center with other areas and business units
- Completes gap analysis on training for the business
- Required A High School or GED or equivalent
- Preferred An Associate's Degree in a related field
- Preferred A Bachelor's Degree in a related field
- Required 4+ years of experience in a Customer Service or call center environment
- Intermediate Ability to communicate and make recommendations to upper management
- Intermediate Other Understanding of interdependencies on other business units such as Health Services, Provider Relations, Sales, Vendors, Claims
26
Supervisor Customer Service Resume Examples & Samples
- Direct bargaining unit or non-exempt line employees in day-to-day activities
- Schedule overtime when required
- Develop scheduling process to ensure efficient completion of workload
- Establish, promote and maintain a safe work environment within the department
- Review and monitor reports as required
- Direct day-to-day supervisory responsibilities over bargaining unit or non-exempt line employees
- Promotes customer and employee satisfaction
27
Supervisor Customer Service Resume Examples & Samples
- Sets priorities for the team to ensure task completion and performance goals are met, such as Quality, Adherence, Service Level, UES and AHT
- 1+ years in a Call Center environment
- Intermediate in Microsoft Word and Excel – Create, downloading, tracking, and saving documents
- 2+ years in a Leadership role (Team Lead, Supervisor, Project Lead, etc.)
- Must have the flexibility to work between 7:00 a.m. - 10:00 p.m. Monday - Friday and one Saturday per quarter
- Claims experience is a plus
- Healthcare experience is a plus
28
Supervisor Customer Service Resume Examples & Samples
- Positions in this function are responsible for providing expertise and customer service support to members, customers, and/or providers. Direct phone-based customer interaction to answer and resolve a wide variety of inquiries
- Handling customer escalations as needed
- 3+ years of Customer Service experience analyzing and solving customer's problems
- 1+ years experience with Windows PC applications (this includes the ability to learn new and complex computer system application)
- Ability to create process instructions and documentations with MS Word
- Ability to send emails and use calendar within MS Outlook
- Ability to manipulate and track data within MS Excel
- Working hours 6:00 am to 8:00 pm M-F, with weekends, overtime and holidays as needed
- 1+ year of experience as a Supervisor
29
Supervisor Customer Service Resume Examples & Samples
- Exciting opportunity within OptumRx as a Supervisor of Customer Service for located in desirable Ahwatukee location
- 1+ years of experience as a Supervisor or Team Lead experience
- 1+ years of experience with Windows PC applications and Word, PowerPoint and Excel (must be able to read/write/open/edit documents, presentation slides and spreadsheets, including the ability to learn new and complex computer system applications)
- Must be flexible to work nights, weekends and holidays as business needs as the facility runs 24/7
- Project Management experience
- Training and development experience
30
Supervisor Customer Service Resume Examples & Samples
- Must be bilingual (English/Spanish)
- Minimum typing 35 WPM
- Knowledge of Managed Care
- Ability and willingness to go above and beyond for the Member
- Strong planning and organizational skills with ability to work under strict deadlines
- Ability and willingness to compromise facilitate and negotiate with and between departments
- Ability to function in a multi-task environment as well as part of a team
- Ability and willingness to project a positive attitude in all undertakings
- Ability to handle difficult and demanding situations
31
Supervisor, Customer Service Resume Examples & Samples
- Minimum of three years supervisory experience in a customer service environment
- Proficient in Microsoft Office based systems, spreadsheet packages, database management and order entry software
- Understanding of sales and marketing processes
- Business acumen skills to effectively analyze data and trends
- Ability to effectively motivate, train, coach, mentor and provide leadership to direct reports
- Excellent organizational and administrative skills
- Detail orientated
- Ability to generate highly accurate work
- Self-motivated, independent and energetic
- Ability to travel up to 10%
- Oracle JDE Experience
- Experience working in a Corporate environment
- Experience working in the Medical Device industry or other regulated industries
32
Supervisor Customer Service Resume Examples & Samples
- Coordinates work activities with other supervisors, managers, departments, etc. Identifies and resolves operational problems using defined processes, expertise and judgment
- Prior health savings account product knowledge and experience is desired
- Proven experience motivating and inspiring team members to exceed performance expectations
33
Supervisor Customer Service Resume Examples & Samples
- High School Diploma/GED or 10+ years of equivalent work experience
- Must be available to work Monday - Friday start time 6:00 am - 10:00 am and weekends as needed by the business
- 5+ years of Customer Service experience analyzing and solving customer problems
- Basic proficiency with Windows PC applications (this includes the ability to learn new and complex computer system applications)
34
Supervisor Customer Service Resume Examples & Samples
- An education level of at least a High School Diploma or GED is required
- Proficiency with Windows PC applications, which includes the ability to learn new and complex computer system applications AND have a general understanding of MS Word, PowerPoint that typically comes from daily usage (read/open/write/edit documents/presentation slides)
- 1+ year of experience as a Supervisor preferred
- Previous Healthcare experience preferred
- Excel (read/open/write/edit spreadsheets)
35
Supervisor Customer Service Resume Examples & Samples
- Ability to create process instructions and documentations with Microsoft Word
- 1+ years of experience as a Supervisor
- 1+ years of supervisory experience leading a team of 10+ individuals
36
Supervisor, Customer Service Resume Examples & Samples
- Participates in projects, initiatives, workshops etc. as required
- Financial Dealer experience is a key asset
- 3-5 years progressive Customer Experience in a Securities environment
- Experience with relationship building, partnering with Advisors
- Post-secondary education
- Leadership skills in coaching, motivation, development, team building and mentoring, as well as performance management
37
Supervisor, Customer Service Resume Examples & Samples
- Minimum of 75% associate engagement on annual survey
- Enhance productivity and streamline processing to achieve at least 10% improvement year over year
- Take ownership of new and existing client scope of services and deliver a level of service quality that exceeds our clients expectations as measured by achieving an 85% on client survey
- Hire and retain top talent (as measured by the Fiserv hiring scorecard) to achieve less than 15% voluntary attrition rate
- Develop and manage talent and have a production ready successor
- Demonstrate leadership and self-sufficiency by leading client or internal projects from inception to completion with little or no supervision
- Manage team call quality to exceed 90% based upon internal and external call reviews
- Business process outsourcing experience preferred
38
Supervisor, Customer Service Resume Examples & Samples
- Manage day to day operations of staff
- Respond to client inquiries within 24 hours. Manage staff and day-to-day operation
- Manage all collection activity to ensure compliance with all regulations for both US and Canada. Performs other duties as required
- Auto lending background required
- Detailed understanding of state and federal debt collection regulations and statutory requirements as well as collection and skip tracing techniques
- Indirect automotive finance industry knowledge a plus
- Ability to set and monitor individual goals as well as motivate employees
- Working knowledge of Microsoft Office products a plus
- Inbound / Outbound Dialer strategy knowledge
- Lean Six Sigma Yellow Belt certified or is willing to achieve certification within 15 months
39
Supervisor Customer Service Resume Examples & Samples
- High School Diploma/GED OR 10 years of equivalent working experience
- 5+ years of Customer Service experience analyzing and solving customer’s problems
- 1+ year of experience as a Supervisor in a Call Center Environment managing Direct Reports
- Experience with Windows PC Applications, which includes Outlook (ability to send and receive emails and use calendar)
- Associate’s Degree or higher
40
Supervisor Customer Service Resume Examples & Samples
- Manage and direct daily workflow as facilitated by the Department Manager
- Develop (SMART) goals and objectives, and monitor progress toward achievement
- Handle customer related concerns and relay product related issues to Department Manager
- Monitor, manage and maintain CRM functionality in order to ensure the delivery of regular productivity
- Actively engage in supporting, leading department HOS initiatives, and ensure practices and behaviors are sustained
- Conduct regular HOS tier meetings to ensure changes or updates are effectively communicated with team members
- Ensure team member performance and development meets or exceed expectations by coaching, motivating, training, observing, and evaluating
- Ensure Departmental Metrics are in compliance with targets
- Effectively generate, monitor, address, and sustain call center reports in order to identify areas of improvement
- Ensure Customer Escalations are managed effectively, correctly, and ultimately resolved
- Carry out daily tasks with a sense of urgency in line with the demands of Honeywell’s customer base
- Provide superior customer experience to all internal and external customer with the proven ability to effectively communicate and handle difficult situations
- Support the development and maintenance of department practices and processes as required
- Partner with Department managers to ensure departmental initiatives are met on an on-going basis
- Ability to effectively communicate and manage the change process in order to effectively achieve desired results
- Identify and appropriately address training opportunities for team members relating to the soft, professional, and technical skills
- Ensure team members are well equipped and furnished with tools required to effective in an individual role. Tools include but not limited to; phones, headsets, computers, properly licensing for software, training on tools, network capabilities, etc
- Ensure the safeguarding and efficient use of the Honeywell C&PS furnished materials and equipment
- 1+ years’ prior Lead and or Supervisory experience
41
Supervisor Customer Service Resume Examples & Samples
- 3+ years of Supervisory/Team lead experience in a Call Center environment, leading a team of 10 +
- 1+ years of Human Resources Policies and Procedures knowledge
- 1+ years of coaching/motivational experience on a team and individual level
- Must be available to work during the department hours which are M-F 5:00 am - 6:00 pm, and Saturday 8:00 am - 5:00 pm, overtime, and holidays as needed
- Customer service experience in Medical Claims Processing or Healthcare Insurance
- Specialty Pharmacy experience
- Call Quality Management experience
- Team interaction, performance matrix, and improvement projects/methods experience
- Knowledge of CMS (Call Center Management)
- Medical billing experience
42
Supervisor Customer Service Resume Examples & Samples
- Positions in this function are responsible for providing expertise and customer service support to members, customers, and/or providers
- Direct phone-based customer interaction to answer and resolve a wide variety of inquiries
- Able to send and read emails from Microsoft Outlook
- Able to interrupt and analyze date data off Microsoft Excel worksheets
- Able to create and read Microsoft Word documents
- 3+ years of proven ability in providing Customer Service to internal and or external customers in an office setting
- 3+ years of experience leading a group of 10 or more in the capacity of Supervisor, Manager, or Lead
- Experience working within a Call Center
43
Senior Supervisor Customer Service Resume Examples & Samples
- Evaluate employee performance and develop programs / meetings to enhance employee' s job skills and motivate employee towards department goals. Develop working relationships with union to reduce union / management misunderstandings and resolve labor / management disputes / grievances. ; 25%
- Design, implement, and monitor identified process/procedural improvements. ; 10%
- Interface with other business units to ensure timely completion of work and identified process/procedural improvements. Manage, direct and supervise the servicing of customer special needs; 10%
- Mentor and provide guidance to lower level and less experienced supervisors of bargaining unit or non-exempt line employees within the department; 10%
- Mentor and provide guidance to lower level and less experienced supervisors
- Provide input regarding performance of lower level and less experienced supervisors to Manager and Managing Supervisors
- Decision-making authority is related to completion of departmental scheduled workload
44
Supervisor, Customer Service Resume Examples & Samples
- Display a customer first attitude
- Supervise the Sandy One Campus Store locations
- Meet all approved budgeted areas (sales, margin, expense, etc.) each month/year
- Ensure floor is properly staffed and employees trained in necessary loss prevention methods to ensure floor security and minimize shrink
- Resolve customer complaints and solve problems, and deal with policy issues as they arise
- Work with the Sandy Manager to hire, train, and discipline staff as needed
- Ensures sales floor is fully stocked with appropriate stock levels
- Works with merchandising coordinator to ensure floor is visually appealing and meets the Campus Store visual merchandising guidelines
- 2 years previous supervision experience
- 2 years previous retail experience
45
Supervisor Customer Service Resume Examples & Samples
- Develop and maintain standards of excellent performance and quality service for Member Satisfaction & Retention, in cooperation with other Supervisors and Manager
- Manage and direct agents on a daily basis to provide exceptional member service and education while following program scripts, policies and procedures
- Motivate individuals and teams to provide excellent service during every interaction
- Facilitate problem resolution with members, management staff and other agencies or entities, as needed
- Maintain appropriate staffing levels to ensure department and program objectives are met
- Maintain focus on member retention and program objectives through policy and program decisions and consider member impacts of these activities
- Conduct appropriate levels of performance monitoring to ensure that employees are receiving the feedback and coaching necessary to achieve and maintain excellent member retention/service
- Act as a liaison between agents and other departments and vendors
- Utilize call management systems to track individual, team and department performance and make adjustments, as appropriate
- Distribute information related to policy and procedure changes to all team agents to ensure accurate dissemination of information to members, perspective members and other parties
- Monitor agents’ performance and provide coaching and feedback on their individual performance and impact on department goals, vision and values
- Identify individual performance issues. Plan and implement, with Representative involvement, an improvement plan, as necessary. Complete and maintain appropriate documentation in accordance with corporate policy
- Prepare and provide feedback in employee’s performance appraisal
- Identify growth opportunities and assist employees in successfully fulfilling those assignments while contributing to the overall success of the department and company
- Schedule, plan and facilitate one on one and team monthly meetings with staff
- Assisting with inbound and outbound member calls
- Medicaid experience
- Bachelor's Degree (or higher) in a related field (healthcare or social services)
46
Supervisor Customer Service Resume Examples & Samples
- Work Shift - must be available 5:00 am - 9:00 pm 7 days/week
- 3+ years of experience providing Customer Service
- 1+ year of experience in coaching and managing towards metrics driven goals
47
Supervisor, Customer Service Resume Examples & Samples
- 5+ years in a customer service environment, preferably significant experience in a customer service call center
- Progressive positions of responsibility, including supervisory experience with direct reports
- Experience in health care, health insurance, Medicare and/or Medicaid programs
- Ability to set and achieve goals and deadlines
- Excellent communication skills (oral and written)
48
Supervisor, Customer Service Management Resume Examples & Samples
- Coordinates and supervises the daily activities of business support, technical or production staff in an assigned area
- Sets priorities for the team to ensure task completion; coordinates work activities with other supervisors
- Has in-depth knowledge of work processes and tools within own area
- Applies expertise to solve standard and non-standard problems within own area
- Makes decisions, often difficult and/or unpopular, by carefully weighing pros and cons and acting for the benefit of the work team; coaches/supports subordinates in their decision-making efforts
- Role models Cardinal Health's high ethical standards and code of conduct
- Provides direction in discussing and creating development plans
- Provides input into succession planning process for own work area
- Aligns individual goals for self and others with work area/functional goals
- Builds confidence and respect of others through a positive and energizing style
- Assists work team in the achievement of goals/ commitments; achieves own goals/commitments regardless of obstacles
- Works within budgetary/ financial objectives set by manager, applying knowledge of profit drivers to work processes within own area
- Is aware of internal/external business issues
- Identifies specific opportunities for long-term change within own work team or product/service
- Builds customer relationships, interprets customer needs and assesses their business requirements
- Leverages customer knowledge to develop alternative solutions and shares key learnings with others
- Resolves day-to-day or routine problems using defined processes
- Works/brainstorms with work team and provides suggestions for solutions that contain the appropriate level of risk; ensures work team understands and supports the focus on operational excellence
- Actively builds relationships across functions/businesses that bring value to the company, encouraging the participation and perspectives of all team members, regardless of background; mentors and empowers others to achieve success
- Effectively listens to and explains difficult issues to reach shared understanding and build alignment
- Customer Service and Customer Focus driven
- Phone Skills
- Data Entry Skills
- Product Knowledge - Insurance, reimbursement, specialty pharmaceutical
- Objectivity
- 0-3 years experience
49
Supervisor, Customer Service Management Resume Examples & Samples
- Coordinates and supervises the daily activities of operations, or business support staff
- Administers and executes policies and procedures
- 0-3 years professional experience, preferably in a healthcare support and/or call center environment
- Strong leadership skills and prior experience leading others
50
Supervisor Customer Service, International Resume Examples & Samples
- Previous experience leading a team of direct reports
- Excellent written and oral communication and the ability to interact with all levels of management and with outside contacts
- Bilingual and international experience is a plus
51
Supervisor, Customer Service Resume Examples & Samples
- Knowledge of compliance and the importance of managing it in a CS environment (Non-negotiable)
- Successful track record of service delivery to key performance measures in a high volume service environment (Non-negotiable)
- Experience of process development and improvement (Non-negotiable)
- Educated to A-level or equivalent level
- Driving license preferred
- You are required to be smartly presented at all times and have a professional approach when dealing with customers and key stakeholders
- Ability to speak another European language would be desirable
52
Supervisor, Customer Service Resume Examples & Samples
- Responsible for supervising Customer Service Agents to ensure the teams are adequately trained to resolve customer issues and queries
- Handling and Resolving Customer Escalations directly from customers and/or from regional call centers
- Monitor key metrics and case statistics for continuous improvement in customer satisfaction and progress toward overall objectives and long-term Customer Service goals
- Lead regularly scheduled conference calls to discuss the status of all current call centers. Additionally, attend Quarterly Business Reviews (QBR) as required
- Ensuring that Support personnel are following best process and practices to efficiently resolve customer issues and communications to the customers
- Work with Customer Support and RMA team to improve RMA rate
- Bachelor’s Degree and a minimum of 2 years’ experience in directly managing Customer Service functions
- Prior experience managing customer support professionals in a fast-paced, growing, multi-lingual call centers required. Consumer Electronics Industry experience preferred
- Organizational - have shown the ability to manage numerous projects simultaneously, work across the organization, and drive the necessary activities to solve customer issues
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Supervisor, Customer Service Resume Examples & Samples
- Ensure the team meets its goals and objectives through effective hiring, performance management, coaching and career development
- Act as the Complaints Coordinator; ensuring all complaints are resolved and responded to appropriate parties
- Hire, motivate, coach, counsel, and supervise the daily functions of the provider services staff
- Educate members regarding plan benefits as appropriate and refer members to Connections Representatives
- Review and respond to complex issues and questions
- Ensure processes are compliant with contractual agreements and State and Federal regulations
- Analyze and advise management of personnel, work-flow issues and trends and recommend resolutions
- Audit daily phone log reports and access the need for changes
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Supervisor Customer Service Resume Examples & Samples
- Take ownership when issues need to be escalated or CBO wants to talk to a member of management. Act as the contact for member advocacy groups. Work to get agreed changes implemented
- Handle escalated issues for services that the Health Plan does not ordinarily cover (e.g., same day transportation; out of network provider.)
- Handle escalated issues regarding to release of medical records
- Respond to escalated hotline complaints of the member or a provider, the State or an organization
- Maintain responsibility for overall evaluation of the MCO internal advocacy plan. Monitor any contracts the MCO may enter into for external advocacy with culturally diverse associations or agencies. Train the associations or agencies and to ensure their input into the MCO’s advocacy plan
- Provide ongoing input to the MCO management on how changes in the MCO provider network will affect member access to medical care, member quality and continuity of care. Participate in the development and coordination of plans to minimize any potential problems that could be caused by provider network changes
- Ensure that team is appropriately staffed to meet state requirements
- Influence or provide input to Health Plan forecasting and planning activities
- Performs supervisory audits as necessary
55
Supervisor Customer Service Representative Resume Examples & Samples
- Sets priorities for the team to ensure task completion and performance goals are met, such as Quality, Adherence, Service Level and AHT
- Oversee call center operations as a liaison between members, providers and call center employees ensuring compliance of set standards and productivity
- Monitor and ensure inbound queue coverage at all times; utilizing all available staffing resources. Adjust work schedules to meet business needs
- Provides expertise and customer service support to members andor providers which may include escalated issues
- Review call center statistical reports to measure staff performance. Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development and corrective action plans as necessary
- Quality monitoring of member contacts to ensure quality assurance standards are met
- Coordinate interviewing, hiring and training of customer services associates as needed
- Maintains accurate employee files, including reviews, attendance, file notes, training and corrective action
- Consistently communicates changes such as policies, procedural and overall performance as a team and one-on-one
- Monitors attendance and tardiness to ensure compliance within company guidelines
- Demonstrates flexibility and implements motivational strategies to maintain associate morale
- Attends and participates in organizational meetings as well as weekly management staff meetings
- 1+ years of work experience in a customer service environment analyzing and solving customer problems
- Experience with Microsoft Word including data entry and documentation creation
- Experience with Microsoft Excel including data entry, sorting, creating/modifying spreadsheets
- Experience with Microsoft Outlook including the ability to send/receive email, set out of office, and update calendar
- Experience with Microsoft PowerPoint including presentation creation
- Some college or college degree
- Supervisory, coaching or other leadership experience in a call center environment
- Previous experience with Medicare and Medicaid desirable, as the position supports the Government Programs call center
- Knowledge of medical claims and billing
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Supervisor Customer Service Resume Examples & Samples
- Ability to provide high levels of customer service in a fast paced call center environment
- Work Shift – generally 40-50 hour work week but may be required to work as early as 6:00 am – and as late as 10:00 pm and weekends as business needs require
- 2+ years of experience providing Customer Service
- Intermediate or above proficiency with Windows PC applications (this includes the ability to learn new and complex computer system applications)
- 2+ years of Call Center or Contact Center experience
- Pharmacy Benefit Management (PBM) or Healthcare experience
- Proven ability to de-escalate customer/member concerns
- Proven ability to work with various levels of management
- Ability to translate complex processes to front line employees
57
Supervisor, Customer Service Resume Examples & Samples
- Supervises, coaches and develops staff; assigns, directs, and checks the work of assigned personnel to ensure quality client service
- Provides expertise to resolve client concerns and policy or procedural issues. Collaborates with appropriate personnel to identify and resolve system problems
- Establishes and maintains a positive, professional relationship with clients. Contacts tax agencies as needed. Fosters a cohesive relationship between service team and other departments to maintain a unified approach to management
- Makes hiring recommendations and evaluates performance; recommends merit increases, promotion or termination, and disciplinary action to maximize organization performance. May act independently of Manager
- Supervises knowledge level and skillset of personnel; recommends, implements, and monitors on-the-job training and education to further professional advancement of assigned personnel
- Maintains knowledge of changes in payroll laws, policies and procedures to further personal professional development. Reviews and recommends changes to maintain the integrity of the payroll system
- Partners with recruiting related to interviewing, and hiring to ensure that the best possible talent is hired
- 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
- Plans, coordinates, and organizes quarter- and year-end processes to provide accurate and timely tax documents to clients
58
Supervisor, Customer Service Resume Examples & Samples
- Ability to motivate, develop, and direct staff
- Experience meeting departmental and corporate objectives
- Skilled in problem-solving and resolving complex issues
- Strong written and verbal communication skills, and the ability to communicate with various levels of professionals
- Ability to work effectively in a team supervision environment
- College degree and/or equivalent experience preferred. Series 6 required within 30 days of hire
59
Supervisor, Customer Service Resume Examples & Samples
- Pro-actively resolve unpreventable order related issues through effective communication with internal stakeholders and with customers, when necessary
- Maintain expert knowledge level of all product details, production times, payment methods and shipping methods for all customers
- Maintain an accurate and centralized database inside our CRM for all ‘special’ knowledge related to each customer accounts
- Analyze metrics such as call volume, inbound emails and live chat to effectively report to your representatives as well as upper management to evaluate daily workload
- Provide training when necessary to enhance customer service agent’s knowledge and capabilities
- Isolate and identify new areas of improvement from a CRM perspective
- Act as escalation point for all customer issue escalations
- Along with a generous Compensation Package, the company offers an excellent Benefits Package, including Medical, Dental, Bonus Eligibility, a Defined Contribution Plan (e.g. 401(k)), Life Insurance, Long Term Disability, and a Flexible Spending Account
60
Supervisor, Customer Service Resume Examples & Samples
- Bachelor’s Degree in computer science and minimum of 3-5 years’ experience working with Computer Hardware
- Prior experience as 3rd tier Technical Support Engineer with software/hardware companies – Consumer Electronics – a major plus
- Excellent research and analytical skills. Ability to provide quick solution to new problems
- At least 2-3 years of experience working with off-shore call centers
- Ability and experience to work in fast paced environment
- Up to 25% international travel may be required
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Supervisor, Customer Service Resume Examples & Samples
- Direct and daily supervision of direct reports on the customer service team
- Monitor outbound and incoming interactions including phone calls, emails, faxes and web chat to ensure proper quality standards are being met
- Ensure staff handles all transactions with accuracy, timeliness and according to company policies and procedures
- Ensure that the best overall customer experience is being provided
- Coach, train and develop team members as needed and/or required on the spot and/or by scheduling individual one on one meetings
- Review key performance metrics with staff and ensure that they are understood and met
- Evaluate direct reports on the ability to meet performance objectives through continuous coaching and development. Directs and advises improvement strategy when objectives are not met
- Contributes to the planning and achievement of departmental service goals on an hourly, daily and weekly basis by continually monitoring and using reporting tools
- Identify gaps and recommends measures to improve methods and practices to increase efficiency. Along with helping to make suggestions and implement ideas that improve team and department performance
- Analyses and resolves work problems. Provides assistance to staff with difficult and complicated cases. Handles escalated calls and resolves accordingly
- Engages and empowers direct reports on a daily basis
- Participates in development, implementation and updates of all aspects of customer service training. Including updating department specific training material
- Perform tasks outside of the duties of the standard order entry, including project based work, creating new processes and participates in business process reviews
- Interfaces with other departments and creates a strong relationship among cross functional teams
- Creates and conducts formal performance appraisals for assigned staff
- Ensures employee recognition programs are being used
- Handles personnel and disciplinary issues for direct reports as required
- Interviews and screens job applicants for department positions
- Leads and participates in meetings regarding department issues
- Performs duties of other team leads as needed
- Perform Customer Service Representative duties during high volume time periods or when necessary
- Perform other assignments as required or assigned
- Evaluates strengths and weaknesses of staff in order to foster a positive working environment which includes
- Daily evaluations, coaching and mentoring the business team in order to enhance staff performance levels for quality, production, and attendance while ensuring accuracy and compliance with internal/external policies
- Allocate work assignments to ensure daily receipts are processed in accordance with Service Level Agreements (SLAs) based on order of receipt. Review work load to identify gaps in processes and/or inefficiencies. Incorporate applicable workflows and business rules. Perform appropriate data analysis and reporting
- Ensure customer satisfaction by developing business partnerships with internal and external customers for seamless results and by expediting resolutions of complex problems/issues either by resolution, or escalation
- May oversee multiple work teams and/or servicing of multiple projects
- May participate in and/or lead departmental and interdepartmental workgroups
- Strongly possess Integra’s core values
- Bachelor Degree or a minimum 5-8 years customer service supervisor experience preferably in medical device and/or pharma company
- Excellent written and verbal communication skills with the ability to prioritize and execute multiple tasks. Must function independently and possess organizational skills
- Must have a strong knowledge of computer systems with experience in Oracle preferably or a comparable order entry system, Excel and Microsoft Word
- Ability to utilize a computer, telephone, fax and copy machine as well as other general office equipment. Strong computer skills are required
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Supervisor, Customer Service Resume Examples & Samples
- Provides day-to-day leadership direction to Customer Service team including proactive guidance, troubleshooting support, and issue escalation
- Delegates work and coordinates activities of staff members and teams
- Monitors Customer Service performance against expectations
- Processes feedback and resolves complaints
- Drives accurate and timely resolution of Customer Service inquiries and processes related to customers orders
- Performs daily Customer Service staff responsibilities and other management responsibilities (as necessary.)
- Performs daily Customer Support objectives by recruiting, selecting, orienting, training, leading and coaching, developing, and disciplining Customer Service staff; administering scheduling systems and time management processes; communicating job expectations; planning, monitoring, appraising, and reviewing job evaluations; planning and reviewing compensation actions; enforcing policies and procedures
- The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job
63
Supervisor, Customer Service Resume Examples & Samples
- Lead Customer Service teams in a complex, fast-paced, ever-changing work environment while ensuring the delivery of high quality customer service in an efficient manner
- Manage service effectively on a daily basis to ensure high quality customer service and professional image is portrayed
- Build a high performing cohesive work team through acquiring, training, developing, coaching, mentoring and motivating staff members
- Manage sensitive customer situations in a professional manner that maintains Manulife’s reputation and image
- Participate in continuous improvement projects
- Strong people management skills, including employee development, performance management, coaching and team building
- Strong customer orientation with ability to focus and meet expectations of customers
- Strong oral and written communication skills in French and in English
- Excellent organizational and priority management skills
- Knowledge of the Quebec market and unique requirements, an asset
- Good interpersonal skills with proven ability to influence and negotiate, defuse, reconcile and remedy customer issues and create win-win solutions
- Excellent organizational and priority management skills in a fast-paced environment
- Ability to identify training requirements
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Supervisor, Customer Service Resume Examples & Samples
- Manage a team of call center agents
- Be available to assist agents while they are on the floor
- Monitor and update the CSR Tool
- Review previous week’s monitoring checklists and written performance summary of the team with Manager of Call Center Operations weekly
- Develop schedules with agents each month to ensure call center objectives are covered
- Spend at least four hours per month taking calls
- Outstanding communication skills and the ability to understand complex situations to effectively handle escalated customer needs
- Analytical skills and the ability to read and interpret data
- Ability to operate computer programs; Microsoft Word, Microsoft Excel, Microsoft PowerPoint
- Ability to multi-task to complete calls and serve members
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Supervisor, Customer Service Call Center Resume Examples & Samples
- Driving overall team performance by analyzing key metrics and enacting plans to increase results
- Cultivating strong relationships with internal and external partners
- Building a talented and cohesive team through team and individual development
- Serving as team resource and expert, answering operational questions and assisting with escalations
- Supporting the design, implementation, and management of process improvements to enhance call and
- Placement quality
- Travel required: up to 10%
- Bachelor’s degree or equivalent years of work experience
- 2+ years experience in customer service or call center environment strongly preferred
- Intermediate proficiency in Internet and MS Office environments (Word, PowerPoint, Excel, and Outlook
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Supervisor, Customer Service Resume Examples & Samples
- Provides leadership and management for the day-to day operations of the customer service organization
- Establishes standards for the group to ensure all customer contacts made by telephone, email, fax, EDI etc., are responded to promptly and professionally
- Monitors product availability and works closely with other departments as appropriate for focus and timely resolution of problems
- Establishes clear concise performance and development targets for individuals and the group and holds people accountable
- Schedules and monitors phone coverage to ensure they are adequately staffed at all times
- Provides training and development plans to ensure high quality personnel are retained in the organization
- Reviews the work activities, service demands, and priorities and makes adjustments as necessary to obtain optimum performance levels and results
- Thinks strategically and creatively and partners with sales, marketing and technical support to continually improve service and to exceed customer expectations
- Champions the PPI (Practical Process Improvement) principles; fosters and drives them within the group and organization
- Acts in a leadership role, working with and promoting cooperation across functional groups to achieve group, divisional and corporate goals and objectives
- Associate degree or equivalent in business, science or related field. BS highly desired
- 5+ years related work experience in order fulfillment, call center, or sales administration; life science industry experience highly desired
- 2+ years direct management experience of a team of non-exempt employees
- Strong analytical, communication and business acumen, with a proven record of success
- Must have excellent communications skills
- Experience working within a complex matrix organization supporting key stakeholders at all levels and across various disciplines (i.e. sales, marketing, manufacturing, etc)
- Track record of success in a customer facing role with experience in resolving customer complaints and issues
- Experience in mentoring, coaching and training new customer service representatives
- Available for up to 10% business travel
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Supervisor, Customer Service Management Resume Examples & Samples
- Associate or Bachelor Degree preferred or directly equivalent work experience
- 2-3 years of leadership experience, preferably in a pharmacy, insurance, benefits, or patient service related environment
- Experience with call metrics and analysis, staffing models and workforce management
- Advanced computer knowledge with demonstrated proficiency in Microsoft Excel and Word
- CPR+ experience preferred or advanced experience working with pharmacy EMR systems
- Ability to demonstrate flexibility and agility with changes in work processes and the work environment
- High customer service orientation with external/internal customers
- Excellent problem solving skills and the ability to effectively guide employees through issues
- Excellent communication skills (verbal, written, and listening) and interpersonal skills
- High level of accuracy and attention to detail
- Exceptional coaching & feedback delivery ability
- Strong ability to multitask and meet deadlines
- Supervises pharmacy technicians and patient service representatives in a specialty pharmacy/call center
- Learn specific manufacturer program guidelines, initially and ongoing
- Create and develop program standard operating procedures
- Monitor patient and customer interactions (both live and recorded calls, and email), assessing interactions and providing feedback and goal-setting with employees
- Develop employee’s skillsets to ensure competency within current role and applicable future roles
- Engage each day with a positive, professional, patient-centric & team-oriented outlook
- Act with integrity at all times and be the role model for team behavior
- Take ownership of queue/ workflow service levels in order to reach set KPI’s
- De-escalate customer situations through effective communication and problem-solving skills
- Adhere to schedules and company policies and procedures relating to servicing customer accounts and supervising employees
- Work with internal and external customers and clients to understand and resolve trends and emerging issues
- High level of collaboration with leadership in other pharmacy departments
- Prepare team/queue activity reporting; be knowledgeable of events that impact team performance
- Provide daily leadership and supervision to Customer Service team consistent with management values and mission
- Assign, distribute and monitor quality and quantity of work produced, ensuring employees are held accountable for consistently meeting quality and production requirements
- Develop staff through performance management, goal setting, training, and effective employee relations
- Review and approve timecards, time off requests, and the accuracy of labor allocations and payroll processing information
- Ensure compliance with HIPAA and other regulatory and legal guidelines, and troubleshoot and resolve customer/client service issues
- Thorough understanding of adjudication and billing processes (Commercial and Government insurance), to include co-payment of claims, interpretation of claim responses, co-pay assistance plans, etc
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Supervisor Customer Service Resume Examples & Samples
- Must be available to work any given shift between the hours of 7am-11pm Sunday-Saturday
- 5+ years of Customer Service experience analyzing and solving customer's problems
- 2+ year of experience as a supervisor, managing direct reports
- Entry-level proficiency with Windows PC applications, which includes the ability to learn new and complex computer system applications
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Supervisor Customer Service Call Center Resume Examples & Samples
- For more information on the facility, please click our Locations link
- Specialty/Department/Practice – Radiology
- Shift/Schedule – FT, Days
- Benefits –Our competitive benefits package includes*
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Supervisor Customer Service Resume Examples & Samples
- Educates, motivates, leads, guides and directs all assigned representatives to reach their highest potential and career goals
- Sets priorities for the team to ensure task completion and performance goals are met, such as Quality, Adherence, AHT, ACW, etc
- Positions will span three sites Allentown, PA, Horsham, PA and Reno, NV
- Ability to work evening hours up to 8:00 pm depending on business needs
- Ability to facilitate change
- Ability to drive employment engagement
- Ability to manage multiple administrative tasks
- Ability to work independently as well as in a Team environment
- Proven ability to drive performance and results in a fast paced environment
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Supervisor Customer Service Call Center Resume Examples & Samples
- Supervises, coaches, monitors, advises and provides feedback to associates to achieve
- Bachelor’s degree and 2+ years of service operations experience, or an equivalent
- Lead and direct the work of others
- Decision making skills
- Organizational and multi-tasking skills
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Supervisor Customer Service Resume Examples & Samples
- Ensures department key performance indicators are met by completing daily tasks such as
- Works closely with product development managers, store personnel, managers and district managers, providing feedback from consumers
- Responsible for overseeing the Keying process for all customer sales in our IP tracking system
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Senior Supervisor, Customer Service Resume Examples & Samples
- 3-5 years or more of supervisory experience in a call center environment
- Coordinate and assist with the daily tasks to ensure successful operations of the call center while looking for continuous improvement opportunities. Allocate available personnel to accomplish both routine work and high priority jobs
- Oversee the successful completion of daily tasks among the team. Keep track of phone call queue and ensure proper coverage
- Monitor production, productivity (through put), and quality and ensure established standards are maintained. Respond to operational and/or technical problems and resolve
- Liaison with production and engineering regarding any specialized tooling, fixturing and/or other impact to complete requested customization/modification
- Monitor employee time and attendance records. Detect trends in attendance and take require actions within the limits of established policy and/or contract provisions
- Handle disciplinary situations according to established policy. Ensure the proper training, cross-training and/or re-training of personnel
- Develop new Bill-of-Materials for customizations, generate work orders, sales orders, etc
- Receive service requests via phone, fax and/or mail. Make determination to receive guns from customer under warrantee or for paid service work. Obtain all required information from customers for service work. Prepare correspondence to customers regarding service work performed
- Hire, train, assign and check work of subordinates as to company policy and procedures, methods and practices, standards of performance and other matters affecting their work. Detect substandard performance and take appropriate corrective actions. Evaluate performance of subordinates and confer with supervisor on personnel or other matters affecting subordinates
- Perform other duties pertaining to the Service Group as required or requested by Manager
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Supervisor, Customer Service Shift Resume Examples & Samples
- Proven development and motivational skills
- One year of banking or bill payment experience preferred
- Card Services experience preferred
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Supervisor Customer Service Resume Examples & Samples
- Lead one of the operational teams in Freight Forwarding
- Manage the handling of Electronic Customer Message exchange
- Secure collection and storage Shipping relevant Documentation
- Control Bill of Lading handling (B/L)
- Monitor Port Filing handling
- Coordinating Transport movements
- Secure advanced Customs notice handling
- Own reconciliation process concerning Executional vs Financial system
- Support Customer Invoicing process
- Support improvement and corrective projects
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Supervisor Customer Service Call Center Resume Examples & Samples
- Supervises the resolution of escalated customer service issues and/or retention of “at risk” customers in response to contract coverage questions utilizing company policies and procedures
- Engages customers directly as needed to resolve escalated service issues or facilitate customer retention
- Make recommendations for improved customer retention, contract verbiage and/or escalation procedures
- Manages individual associate and team performance to achieve department goals
- Maintains staffing, scheduling and distribution of daily assignments to meet departmental needs
- Maintains accurate and confidential files, including payroll and associate performance
- Bachelor’s degree and 3+ years of years of customer service experience resolving escalated service issues to ensure customer retention/relations required, or an equivalent combination of education and experience
- Knowledge of customer relations and retention approaches and processes
- Analytical skills and attention to detail
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Supervisor Customer Service Resume Examples & Samples
- Coordinates, supervises and is accountable for the daily / weekly / monthly activities of a team members
- Basic proficiency with Windows PC applications, which includes the ability to learn new and complex computer system applications
- Ability to multi - task, this includes ability to understand multiple products and multiple levels of benefits within each product
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Supervisor Customer Service Resume Examples & Samples
- High School Diploma / GED or higher
- 3+ years of customer service / call center experience
- Experience with Windows PC applications
- Experience using Microsoft Excel- Creating, Updating, Formatting Spreadsheets and Microsoft Word – Creating, Updating, and Formatting Documents
- 1+ years experience as a professional leader / supervisory role within an organization
- Performance management experience
- Knowledge of Call Center systems such as Genesys, Qfiniti, CMS, IEX, CTI and TCS
- 1+ year of experience in a client facing role
- Former Customer Relationship Management experience
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Supervisor, Customer Service Resume Examples & Samples
- Oversee the scheduling and supervising of all Customer Care Center (CCC) Customer Representatives and address performance and service quality related issues
- Plan, schedule and supervise the activities of CCC employees engaged in receiving and processing all requests from customers for service, correspondence, customer billing inquiries and complaints
- Oversee the monitoring of the CICS
- Oversee the timely completion of all reports associated with CCC activities
- This includes statistics relative to the IVR and Supervise calls
- Update and maintain procedure manuals for CCC
- Train and instruct employees in the performance of their duties. Review and appraise their work performance
- Maintain vacation, personnel records including attendance, payroll and weekly schedules
- Maintain CCC and telephone processing equipment
- Perform duties inherent in all supervisors, professional and administrative positions. Consistent with all positions in this classification, additional projects, tasks and/or duties beyond what is outlined here may be assigned as required
- Associates degree in a technical or business discipline is required. Significant relevant experience may be substituted for the educational requirement
- General working knowledge of CICS system is preferred
- Three years’ work related experience in customer service is preferred
- Previous supervisory experience in a unionized environment is preferred
- Significant knowledge of automated information systems applications and personal computers is required
- Knowledge of company customer service operations, policies and procedures is preferred
- Superior oral and written communication skills are necessary
- This position will be moving to Atlantic City in 2018
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Supervisor, Customer Service / Sales Support Resume Examples & Samples
- Partner with Bard’s equipment service center and Equipment Technical Service Team to develop a world class service & repair process
- Coordinate day to day activities and develop strong relationships with various BMD departments: Field Assurance, Medical Support Services (MS&S), Quality, Logistics, Operations and the Contracts & Pricing Departments
- Perform employee performance reviews, create development plans for the ESS staff, and provide coaching to ESS Team
- Develop team level analytics and reports for department leadership
- Partner with MS&S to develop a collaborative culture and process between the MS&S and ESS teams
- Work closely with Bard’s equipment service & repair centers to ensure the overall process is achieving the desired service levels, operation goals, and providing a world class customer experience
- Collaborate with Marketing to provide ESS support on new product launches
- Adhere to and ensure compliance with C.R. Bard, Inc., guidelines, protocols, and policies
- Knowledge of GMPs and quality system management. Customer service experience in the medical device industry. Prior experience developing SOPs. Knowledge of logistics. Experience developing training programs. Exposure to six-sigma. Ability to work with colleagues across all levels of the organization. Track record of developing strong relationships with associates, customers and partners. Experience leading teams or processes. Must be self-motivated and self disciplined; ability to prioritize and handle multiple tasks and responsibilities efficiently. Strong analytical, listening, questioning skills; ability to solve problems real-time. Excellent written and verbal communication skills. Ability to handle and maintain confidential information. Ability to resolve potentially stressful customer interactions. Computer systems experience preferred: Trackwise, JD Edwards, Mircosoft Office, MasterControl, quality management systems, SalesForce.com. Microsoft Access Computer systems experience required: Microsoft Outlook, Excel and Word Excellent organizational skills. Ability to successfully perform duties with minimum supervision. Must possess a professional image and demonstrate work maturity
- BA degree required; higher education a plus
- Minimum five years experience within a Customer Service department/team medical device industry environment
- Minimum three years supervisory experience
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Supervisor Customer Service Resume Examples & Samples
- Knowledge of Company's products and services
- Knowledge of Company's policies and operational procedures and processes
- Knowledge of Company's internal and external quality goals and standards
- Supervisory and leadership skills
- Ability to train and instruct in both group setting and one-on-one
- Ability to handle customer complaints and mediate customer disputes
- Ability to achieve results through others
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Supervisor, Customer Service Resume Examples & Samples
- Select, train, coach, mentor and motivate employees to maximize performance and behaviors. Monitor the performance of employees and implement corrective action for employees when performance and standards decline
- Create a work environment that recognizes rewards and motivates employees to continuously improve business processes to add greater value to the products/programs offered
- Oversee the performance of staff in the administration of service of these programs. Select, train, motivate and develop the staff to enhance their performance and behaviors. Create a work environment that recognizes rewards and motivates employees to continuously improve business processes to add greater value to the products and programs supplied to our members. Manage alternative work schedules and actively guide and coach employees provide career development to maximize performance
- Ensure compliance with all regulatory entities (i.e., DOH, CMS, NCQA, etc.) Create, implement, monitor and report on the policies and procedures to ensure all required business/compliance standards are met. Represent the department compliance audits are it relates to the supervisor functions
- High School/GED
- Two (2) years of experience in customer service and/or claims environment
- Knowledge of various telephone or call center systems
- Ability to clearly articulate processes and procedures to all staff and management personnel
- Ability to write basic internal business memos and desktop procedures, root cause/resolution analysis and flows
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Supervisor, Customer Service Mon-fri Resume Examples & Samples
- 2 years of supervisory or leadership experience required
- Proven ability to manage efficiency gains as a leader
- Effective public presentation skills
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Supervisor, Customer Service Resume Examples & Samples
- Supervises, organizes, mentors and coaches customer service professionals and leads
- Responsible for directing and implementing a broad range of customer service activities to include video troubleshooting, problem resolution and sensitive customer complaints and difficult telephone calls
- Develops and promotes a customer-driven service culture in an effort to improve customer satisfaction and retention
- High School Diploma or (GED) equivalent required. Bachelor’s Degree preferred
- 2-3 years of relevant leadership experience, including 1-3 years in a lead position with proficient level of performance
- Coaching and leading experience required
- Ability to manage and organize time effectively
- Excellent communication and analytical skills required
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Supervisor, Customer Service Call Center Resume Examples & Samples
- 2 years leadership and performance management experience
- 5 Years of Contact Center experience
- Experience managing contracts and projects
- Demonstrated project management capabilities
- Results driven, action orientated and self-motivated
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Supervisor Customer Service Resume Examples & Samples
- Responsible for order and credit entry activity in North America (Pittsburgh and Montreal, approximately 85 people) across the Stores, Dealer, National Account and Export business lines
- Manage approximately 10 – 15 employees at one or both locations and in one or more functional area (Stores, Dealer, Export, National Accounts)
- Promote transactional excellence by
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Supervisor, Customer Service Resume Examples & Samples
- Excellent customer service with the ability to conduct client meetings and presentations if necessary. Strong interpersonal skills are essential as are strong communication skills. Incumbents must be able to work in a fast-paced environment with people at all organizational levels and with diverse backgrounds
- Good planning, analytical and organizational skills are required. Incumbents must be able to make sound decisions, use good judgment, and work independently as well as in a team environment
- The ability to manage diverse operations consisting of tight deadlines and high-pressure situations is required. Proven ability and expertise in implementing and institutionalizing disciplined process improvement methodologies across the business units are required
- A demonstrated ability to resolve complex process/systems issues through the utilization of decision/financial models and project management skills is required
- Bi-lingual skills are desirable but not a requirement
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Supervisor Customer Service Resume Examples & Samples
- Coordinates, supervises and is accountable for the daily / weekly / monthly activities of team members
- This role will also be part of the leadership team responsible for building a new site in Columbus, Ohio
- Passion for exceptional customer service. Provide quality customer service (internally and externally) by anticipating, understanding and striving to achieve customer needs
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Supervisor Customer Service Resume Examples & Samples
- Coordinates work activities with other Supervisors, Managers, Departments, etc
- Positions in this function are responsible for providing expertise and customer service support to members, customers, and / or providers
- 3+ years of experience in the development of staff / team
- 6+ months of work experience reading and sending emails using Microsoft Outlook
- 6+ months of work experience using Microsoft Excel to interpret and analyze date data on spreadsheets
- 6+ months of work experience using Microsoft Word to create, edit and save documents
- 3+ years of experience leading a group of 10 or more in the capacity of Supervisor, Manager, or Lead role
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Supervisor Customer Service & Admin Support Department Resume Examples & Samples
- Ensures that effective and professional operational support is delivered to the EMEAI service teams and customers. This support includes telephone answering, call maintenance, quote creation, parts ordering, return processing, call closure activities, invoicing, and depending on the region: issuance of export documentation and shipment coordination
- Manages and monitors an effective daily operational planning, including staff planning, phone coverage, performance issues etc
- Manages day to day escalations within the team and report any risks to management
- Will be coaching and mentoring of the SSOC departmental team members. Encourages and facilitates self-development of staff, in terms of increased effectiveness in current job and further career prospects. Engage, Empower and gives due recognition for achievement
- Directs, coordinates and participates in continuous improvement initiatives and team building activities
- Ensures SSOC reporting standards are implemented and followed through within requested timescales & ensure customer records & archives are up-to-date and aligned with SSOC policies
- Ensures all released processes and procedures are implemented and respected. Provide suggestions to Management or other staff for improvements in processes, efficiency and cost control
- Ensures that staff is trained and coached to the expected levels. Ensures SOX, Legal, export and ISO compliance; cooperates with & coordinates any internal or external audit requests
- Ensure timely and professional communication to customers and FEI stakeholders using telephone, e-mail, and Outlook calendar concerning the service operations activities
- Ensures QAD data accuracy, completeness and integrity for all relevant transactions,
- Acts as liaison with Accounts Receivable to determine billing issues and deliver resolution with team, ensure credit notes are validated and correctly processed, ensure team maintains records regarding customer returns, deliveries, changes, pricing, and return credit problems,
- Delivers input and supports SSD events & meetings, SSOC weekly management meetings and SSOC team meetings
- Represents SSOC during meetings, conference calls with Sales & Service teams, customers, and external parties if required
- Takes an active role during project assignment
- In exceptional circumstances, perform operational tasks in the event of absenteeism of team members
- Experienced people manager
- International part logistics and export knowhow
- Good excel, word, and ERP (preferably QAD) system skills
- Typically requires a University/bachelor degree and more than 5 years of experience in a fast paced international customer service environment
- Critical soft skills to include self-motivation, remain composed under pressure, professionalism, excellent listener and good written and oral communication skills, and strong team and customer orientation
- Consistently communicates with customers, peers, and other Thermo Fisher employees in a helpful, friendly, and professional manner
- Focus on results by meeting the KPI targets
- Ability to establish teamwork and maintain effective relationships with stakeholders and employees
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Supervisor, Customer Service Resume Examples & Samples
- Organizes the work flow of customer service representatives to provide the most effective and efficient service in accordance with established policies and procedures
- Provides support to management with recruiting, hiring and training of Customer Service personnel
- Provides formal and informal feedback and guidance and counsel to Customer Service personnel regarding performance
- Serves as an escalation point by responding to staff questions and issues and mentoring staff on more complex issues and situations
- Contributes to the creation of new or revised guides and procedures to drive process improvement initiatives
- Responds to customer inquiries when short staffed; working collaboratively and directly with customers, internal, and external resources to deliver solutions that exceed customer expectations
- Compiles metrics to measure quality and productivity of support team, identifying high risk issues and trends and reviewing with the Customer Service Manager to identify solutions
- Identifies gaps/issues where current products do not meet client requirements and communicates these gaps to management and/or IT
- Bachelor’s Degree in related field or equivalent experience
- A minimum of 5-7 years of related experience with 1 year experience in a lead capacity
- Proficiency with online databases is preferred
- Strong Customer Service skills
- Detail oriented with strong analytical, time management and problem-solving skills
- Ability to work well in a team
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Minimal travel to attend training, national meetings, seminars, or visit client sites, approximately 5% of work time
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Supervisor, Customer Service Resume Examples & Samples
- Available to work a minimum of 40 hours per week between the hours of 8:00am and 6:00pm
- Plan, prepare, and devise work schedules, according to budget, call volume and production needs
- Assess all aspects of the current customer service model for potential opportunities for service efficiencies and quality enhancements
- Provide input regarding interviewing, hiring, counseling, training and disciplining Associates in accordance with CIOX policies and procedures
- Assist with appraising performance, addressing complaints and resolving problems
- Responsible for coordination of initial and ongoing training to Customer Service Representatives
- Ensures each Customer Service Representative has the knowledge to provide excellent consumer service
- Conducts survey exercises to ensure that the highest level of quality service is delivered
- Manage difficult customer situations and solicit customer feedback for process improvement
- Track customer service calls in order to provide data to other departments, allowing for implementation of necessary changes throughout the company operations
- Work with various departments to discover and correct potential risks that may cause disruptions in business model and decreased quality for customers
- Develop short and long term strategies to improve morale
- Monitor individual and department results to address potential productivity and customer concerns
- Assist with development and implementation of other programs that benefit the organization and its customers
- Communicate with management regarding creative concepts and objectives, which may benefit the company
- Assist with the development and maintenance of departmental budget
- Perform other tasks and duties as necessary
- Must have at least 2 years supervisory or management experience in a call center or customer oriented environment, preferably with a mid to large customer service team
- Experience with Microsoft Office Suite or similar tools
- Working knowledge of budgeting and staffing process
- Experience with ACD monitoring and reporting
- Proven organization skills/human relations skills
- Effective verbal, written and interpersonal communication skills
- Ability to work with others and be extremely team oriented
- Ability to sustain continuous pressure, withstand conflicting requirements
- Proficient time management, problem solving and analytical skills
- Must be able to work effectively in a fast paced environment
- Ability to work professionally, effectively, and efficiently in a team environment with customers, management and co-workers
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Supervisor, Customer Service Resume Examples & Samples
- Supervises, coaches, counsels, and monitors Product Services, Account Services, and/or Customer Service and Sales Representatives in a manner consistent with Spectrum policies, procedures, quality standards, customer needs and applicable local, state and federal regulations
- Provides guidance to ensure effective use of sales and communication skills, and scripts
- Ensures consistency of information
- Adheres to the processing, retention, and compliance of Spectrum’s departmental administrative forms and records as prescribed
- Provides reports analyzing activity and statistical data, supervises the department to ensure customer service and sales goals are met, and provides results to management
- Provides various reports using the CSG billing system
- Works with Call Center management team to establish goals
- Monitors Call Center tracking systems to ensure adherence to schedules and call management
- Uses Kronos system to manage payroll for customer service team
- Interfaces closely with marketing on campaigns, incentives, goals, and special projects
- Works with construction, audit and installation on various customer related issues
- Works with the Customer Service Manager and system trainers to ensure that employees are given the necessary resources and training in order to perform their jobs effectively
- Monitors performance to ensure quality standards and objectives
- Resolves complaints concerning billing or service rendered, referring complaints of service failures to designated department for investigation
- Maintains team availability data in Workforce Management system
- May be responsible for operations and administrative functions, as required at the system level
- Assists with special projects as needed
- May cover for Customer Service Manager
- This position supervises employees of the Customer Service department
- Associate's degree in Business, communications or related field from two-year college preferred; or equivalent combination of education and experience
- Previous experience supervising, coaching and developing staff preferred
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Supervisor, Customer Service Resume Examples & Samples
- Order entrance, recording & execution
- Order check & correction
- Price allowance
- Product availability check
- Sizing check (MOQ (Minimum Order Quantity), Load optimization)
- MOT (Method of Transportation) selection and freight charge allocation
- Messaging / status check (following up on orders with all concerned parties.- Phone, Fax, E mail)
- Shipping advice to customers
- Documentation control / check & system update
- Customer invoice Generation
- Coordination & mailing of documents
- Problem solving and complaints management
- Returned goods management
- Credit / debit note issuance
- Minimum of 5 years’ experience in order management/customer service/supply preferably in an international company while managing international markets is required
- Commercial or logistics knowledge is a significant asset
- Ability to manage and motivate teams to achieve personal and organizational goals – min 3 years’ experience with team leading/supervision is required
- English (Written & Oral), other languages knowledge preferred
- Excellent communication skill and service oriented attitude are required
- Problem solving and ability to prioritize
- Excellent organization skills, ability to manage multiple projects with strong time management are required,
- Creativity & innovation
- Working with others & Team spirit
- Advanced computer (MS Office, Internet, ERP system) skills are required
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Supervisor, Customer Service Resume Examples & Samples
- Conduct performance reviews with team
- Provides immediate supervision to Claims Support Agents, assigning tasks, checking work at frequent intervals, and maintaining schedules
- Manage and track attendance
- Recruit, select, counsel, and discipline employees
- Ensure adherence to policy and procedure
- Recommend system/process improvements based on VOC channels
- Facilitate team meetings/communicate information to team
- Participate in bi-weekly calibration sessions with quality team
- Determine goals and objectives, set direction for the team
- Provides reporting for and participates in Operations review discussions
- Build a high performing team that executes on strategic vision and continually delivers on operational objectives
- Foster an environment of continuous improvement and ensure staff is working though pipeline
- Identify performance trends and create action plans to improve in low areas
- Review and recommend compensation actions