Supervisor Customer Service Resume Samples

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R Smitham

Ricky

Smitham

4886 Maryjane Street

Los Angeles

+1 (555) 210 9379

4886 Maryjane Street

Los Angeles

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

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

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15 Supervisor Customer Service resume templates

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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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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)

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)

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

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

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

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

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

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

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

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

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

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

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)

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

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)

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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*

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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