Customer Service Supervisor Resume Samples

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KS
K Schuppe
Kennedi
Schuppe
314 Tillman Inlet
Detroit
MI
+1 (555) 211 2803
314 Tillman Inlet
Detroit
MI
Phone
p +1 (555) 211 2803
Experience Experience
05/2016 present
San Francisco, CA
Customer Service Supervisor
San Francisco, CA
Customer Service Supervisor
05/2016 present
San Francisco, CA
Customer Service Supervisor
05/2016 present
  • Carrying out supervision, call monitoring, coaching, training, disciplining, and reviewing all agents
  • Carrying out supervision, call monitoring, coaching, training, disciplining, and reviewing all agents or operators
  • Controls expenses by gathering and submitting budget information; scheduling expenditures; monitoring variances; implementing corrective actions
  • Schedules the work of subordinates, assigning tasks, providing on the job training, responding to associates questions and assists with resolving problems
  • Coaching, motivating & counseling staff including administrating disciplinary action when necessary
  • Coaching,motivating and counseling staff, including administrating disciplinary action when necessary
  • Maintains staff by recruiting, selecting, orienting, and training employees; developing personal growth opportunities
10/2011 01/2016
Boston, MA
Customer Service Supervisor
Boston, MA
Customer Service Supervisor
10/2011 01/2016
Boston, MA
Customer Service Supervisor
10/2011 01/2016
  • Provide expertise and/or general claims support to teams in reviewing, researching, negotiating, processing and adjusting claims
  • Performs Lead Teller duties to including functioning as the Customer Service Manager which involves conducting morning huddles and weekly staff meetings
  • Assist in training of new Team Members, utilizing learning checklists and training materials
  • Ensures adequate phone coverage, including making decisions regarding scheduling changes
  • Insure proper training of personnel, as well as assisting with writing work instructions following department policies and processes
  • Support staffing (perpetuate the team) through candidate evaluations, conducting interviews and collaborating on staffing decisions
  • Responsible for setting and managing the customer service roadmap as well as for defining and designing all aspects of process implementation for the division
Education Education
Bachelor’s Degree in Business
Bachelor’s Degree in Business
Howard University
Bachelor’s Degree in Business
Skills Skills
  • General understanding and experience with ERP business applications. A strong knowledge of SAP is highly recommended
  • Knowledge of basic mathematics, familiarity and use of computers, and general office procedures, with strong analytical skills
  • Strong analytical skillsExcellent customer service skills to include professional phone protocol
  • Superior verbal and written communication skills with the ability to quickly establish trust and reliability over the phone
  • Excellent written and verbal communication skills with ability to communicate complex technical details to non-technical audiences
  • Strong organizational skills and good attention to detail
  • Ability to communicate effectively and professionally, strong verbal and written communication skills
  • Able to apply common sense understanding to carry out instructions. Able to deal with standardized situations with occasional variables
  • Demonstrated ability to be self-directed, flexible and approachable / ability to interact with other departments
  • Considerable knowledge of the company’s products, services and business operations to enable resolution of customer inquiries
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15 Customer Service Supervisor resume templates

1

Customer Service Supervisor Resume Examples & Samples

  • Must be available to work 1-2 evening shifts per week
  • Ensure that Customer Service provides World Class Service at all times ensuring customer confidence
  • Work closely with the HR Department to effectively manage conduct/performance issues and coordinate internal hires into the Customer Service Department
  • Handle urgent or escalated customer requests in a timely manner. Other duties as assigned
  • Ability to maximize performance through coaching and development
2

Customer Service Supervisor Resume Examples & Samples

  • Prefer 2 years experience supervising a team within a contact center environment
  • Strong communication, presentation and writing skills required
  • Understands the Customer Service environment and stays abreast of issues and events that have an impact on the business
  • Must have working knowledge of Microsoft products (Excel, Word, Outlook) and other Ticketmaster related applications
3

Customer Service Supervisor Resume Examples & Samples

  • · Direct and monitor activities of assigned staff including goal-setting, performance management, coaching, training, and development plans to develop an effective team with a strong customer focus
  • · Determine scheduling and staffing needs to maintain service levels objectives
  • · Conduct telephone monitoring for direct reports and provide feedback for development purposes and to ensure accurate and timely support
  • · Share information with staff, review team progress, and establish relationships with other teams to improve the knowledge base, reduce time on escalated inquiries, etc
  • · Analyze customer service metrics to determine problem and opportunity areas and monitoring performance against goal
  • · Ensure that escalations to various departments are seamless to our customers
  • · Establish documentation, implement consistent global processes, and train direct reports on all procedures
  • · Identify opportunities for improvement with technology systems and procedures, and initiate appropriate action to implement process changes
  • · Provide high-level support for all customer contacts by addressing their issue or query and/or routing their call to the appropriate department
  • · Proven management experience within a high-volume call center environment preferred, as well as knowledge of ACDs, call tracking systems, and call monitoring
  • · Leadership and team-building skills to motivate and inspire the team towards achievement of service excellence
  • · Ability to coach direct reports to strengthen their performance and improve skills in order to accomplish work objectives
  • · Problem solving and analytical skills with the ability to evaluate issues and conflicts and make timely decisions that benefit both the customer and the business
  • · Ability to take ownership of problems and coordinate appropriate internal resources to help solve customer issues effectively and efficiently
  • · Ability to train direct reports on new and existing procedures
  • · Experience supporting applications in a web environment, corporate intranets and integrated knowledge solutions
  • · Ability to follow and accurately explain a large set of procedural guidelines to a very high accuracy level
  • · Commitment to customer satisfaction to provide quick and thorough response to customers' requests or problems
  • · Time management and organizational skills
  • · University Degree is desirable
  • · Positive outlook on change and a flexible approach to the work environment and structure
  • · Superior verbal and written communication skills with the ability to quickly establish trust and reliability over the phone
  • · Attention to detail and the ability to prioritize and meet deadlines
4

Customer Service Supervisor Resume Examples & Samples

  • Motivate and direct Customer Service team to exceed both individual and department goals
  • Review team and individual performance, coach effectively, and help deliver improved performance
  • Review, analyze, and interpret data in order to uncover trends and provide feedback to Customer Service Representatives and the management team
  • Observe/listen support calls & emails and evaluate skills and behaviors in accordance with QA guidelines
  • Continuously assess our practices and organization for improvement with goals of efficiency, process, quality and cost
  • Manage individual performance of Customer Service Representatives in real-time and during regular 1 on 1 meetings
  • 3+ years of Supervisory experience, preferably in a customer service/call center environment
  • Self-driven, eager to learn and goal-oriented with strong time management skills
  • Proactive problem solving, both technically and creatively
  • Exceptionally rigorous work ethic, adaptable to ever-changing hours and demands
5

Customer Service Supervisor Resume Examples & Samples

  • To lead and develop a sales team in the delivery of efficient sales and service excellence, to build and retain a satisfied consumer customer base, ensure the integration of sales and service aligned with policy of Citi
  • Undertake sales quality call coaching & call sampling
  • Monitors own and others performance to ensure that targets are achieved on time
  • Ensure the safety and security of both customers’ and the bank’s asset by applying and complying with established policies and procedures, and all regulatory requirements
  • Collect and direct critical customer feedback to supervisor for product / service / program improvement
  • College Degree desirable
  • Strong communication skills, sales and results focused
  • Ability to quickly establish and maintain rapport
  • High level of English proficiency, both verbal and non-verbal
  • Able to deal effectively with pressure
  • Solid skills in Microsoft Office, especially EXCEL
  • Previous sales coaching and leadership experience within a Call Centre at least 2 years, and experience in Banking Industry is preferred
6

Customer Service Supervisor Resume Examples & Samples

  • Manages computer and network support activities covering consulting, planning, and end user training
  • Directly supervises all assigned subordinate staff. Recruits, screens, hires and trains staff. Evaluates employee performance and provides guidance and feedback to assigned staff. Counsels, disciplines and/or terminates employees as required
  • Provides leadership in the use of computing resources for research, teaching and other scholarly activities. Collaborates with staff and faculty to incorporate new software and computing methods
  • Coordinates introduction of new computing resources with systems and hardware support personnel
  • Tests new software. Selects and recommends purchase of hardware and software for university-wide usage
  • Plans, designs and implements end user training
  • Provides for the training of department staff and end users in equipment and software
  • Interacts with hardware and software vendors to establish or maintain supportive relations
  • Networks with professional counterparts inside and outside the university. Participates in professional associations to stay informed of new developments and technologies. Makes recommendations to senior management regarding technology changes based on developments in field and business needs
  • Performs other related duties as assigned or requested. The university reserves the right to add or change duties at any time
  • 5+ years of technical support/service management experience with at least 1 year of leadership or supervisory experience
  • Experience with both Mac and Windows operating systems
  • Demonstrated understating of computer networks and troubleshooting
  • Knowledge of daily Active Directory and Exchange server administration
  • Familiarity with VMware vSphere 4+ environments
  • Capacity to work with a wide variety of technical and managerial personnel to solve complex problems
  • Self-starter with the initiative and ability to complete tasks under minimal supervision
  • Proven analytical and problem-solving abilities and the ability to conduct research into a wide range of computing issues as required
  • Available to work off-hour shifts and participate in on-call rotation
  • Knowledge of monitoring and management tools such as Microsoft SCCM and SCOM
7

Customer Service Supervisor Resume Examples & Samples

  • Manages any work schedules necessary to effectively handle changes in volume of incoming client calls to maintain required SLOs
  • Responsible for directing issues relating to documenting employee performance objectives; providing recommendations for the development of employee training, experience level of the employees and business needs for the team
  • Coordinates with the billing team regarding billing issues, invoice changes and invoice distribution
  • Provides recommendations for process changes to improve productivity, reduce staffing/labor costs, and increase customer satisfaction and be prepared to fully implement the new process
  • Assists the Director with the employment, promotion, counseling and discipline of assigned employees
  • Prepares/analyzes appropriate reports and other business correspondence
  • Develop and maintain knowledge of all products and services
  • Up to 10% travel
  • 2-3 years supervisory experience in a Sales/ Customer Service related role with high volume of transactions. Healthcare industry experience (medical billing, IT, MAC or other payer) preferred
  • Bachelor’s Degree or equivalent Business Experience
  • Must possess strong leadership and organizational skills, be motivated and thrive in a fast paced environment
  • Good analytical, problem solving and conflict resolution skills
  • The ability to accept and handle objections appropriately
  • Excellent customer service skills such as developed phone skills, customer relationship management, multi-tasking etc
  • Proficient in Microsoft Word, Excel, Outlook, PowerPoint and Internet Explorer
  • Proficient in customer relationship management tools (Salesforce experience a plus)
8

Customer Service Supervisor Resume Examples & Samples

  • Monitor and evaluate randomly selected calls to assess associates' service level standards and complete online evaluations of client calls
  • Resolve escalated calls and client account maintenance to include immediate feedback to associates
  • Facilitate bi-monthly team meetings to discuss various issues, services, policy and procedures, technical changes, and process improvements
  • Ability to utilize Microsoft applications, including Outlook, Word, Excel, Access, and PowerPoint
  • Ability and willingness to work non-traditional hours within an 18-hour day, 7-day week environment
  • Supervisory experience, preferably in a call center environment
9

Customer Service Supervisor Resume Examples & Samples

  • Problem Solving: Resolution of complex customer account disputes. i.e. payment application issues, cost per copy, equipment related issues, equipment returns, reconciliations, securing purchase orders, etc
  • Business Acumen: Strong understanding of all applicable CFS processes and how they relate to the leasing industry. Ability to understand and carry out business strategy/goals in order to achieve target results
  • In-Depth understanding of Infolease, including payment application methodology and other critical areas required to successfully manage the portfolio and bring timely resolution to open activities
  • Ability to obtain and understand root causes and work with internal and external (CUSA, Dealers) partners to bring timely resolution to any & all issues
  • Capable of recommending improvement ideas to management that will enhance the customer experience and/or provide additional efficiencies to the business
  • Participate in and take a leadership role in project teams and other business initiatives as requested
  • Drive for Results. Achieve difficult goals, having high self-confidence in his/her abilities, lead by example
  • Maintain a positive work environment
  • Interview and assist in the Hiring Process of new associates
  • Providing associates timely, candid and constructive performance feedback; developing associates to their fullest potential to enhance career growth; recognizing and rewarding associates for accomplishments
  • Building Relationships. Partnering with other functions to properly and timely service customers, establish operating protocol that allows for the most efficient resolution of tasks and customer inquiries. Partnerships include but are not limited to customers, internal CFS associates, CUSA, CSA, Indy dealers, etc
  • Understand the dynamics of the team; actively work to improve communication to both our internal and external customers. Develop trust
  • Self-Motivated, able to resolve issues with minimal supervision. Demonstrate high ethical standards, maintain optimism and promote team spirit
  • Build and maintain working relationships with our internal customers, Canon associates, our Dealers and our Customers
  • Ability to make sound, factual based timely decisions to provide an extraordinary service experience with customers
  • Education Required: Bachelor’s Degree in Business Administration or equivalent demonstrated experience
  • Experience Required: 5 plus years of Customer Service/Collections center experience. Experience in a leasing/financing administrative environment preferred
  • 1-3 years of management experience, preferred
  • Strong understanding of leasing and financing terminology and processes
  • Familiar with industry best practices related to providing extraordinary customer service
  • Proven ability to handle multiple tasks and meet deadlines independently
  • Must be comfortable working in a fast-paced, conflict resolution environment and have the necessary skills to consistently perform to Canon Financial Services standards
  • Demonstrated experience with the use of PCs, along with the ability to navigate in a multi-window based environment. Advanced knowledge level of Excel and Microsoft Office products
  • Ability to remain focused and calm in high-pressure situations
  • Action oriented and adaptable to changing conditions
10

Customer Service Supervisor Resume Examples & Samples

  • 3 years experience as a Customer Service Supervisor OR 7 years of branch operations experience including 3 years as a team lead or supervisor
  • Strong knowledge of bank products, operational procedures and practices
  • High school degree or equivalent
11

Customer Service Supervisor Resume Examples & Samples

  • Strong team player with the ability to lead and motivate others
  • Strong decision making ability
  • Flexible and adaptable with the ability to work well under pressure to meet deadlines in a fast paced environment
  • Ability to lead, motivate and continually develop individuals in order to create a cohesive and high-performing team
  • Strong desire and ability to serve customers and solve problems
  • Ability to build and maintain good rapport with internal and external customers and handle situations with confidence, tact and resourcefulness
  • Detail oriented with the ability to manage multiple tasks simultaneously
  • Excellent organizational and follow through skills
  • Excellent interpersonal, written and verbal and communication skills
  • Office environment. Utilizing an office desk – sitting, reading, listening, or speaking with the ability to move intermittently throughout the day
  • Strong sensory skills, such as good eyesight, good hearing, and dexterity
  • Ability to operate office equipment, including computers, copiers, fax machines, and phones
12

Customer Service Supervisor Resume Examples & Samples

  • Ensure excellent performance of customer service staff when servicing customer contacts, by working with and leading teams to ensure efficiency and quality service
  • Ability to effectively communicate to the staff and management through team meetings and other written or verbal communication
  • Proven customer focus and ability to manage change
  • Experience handling customer & employee concerns to resolution
  • Ensure team is aligned to and meeting Service Center Metrics
  • Partner with Recruiters to recruit, interview, develop, and manage a high caliber workforce with minimal turnover
  • Develop and maintain effective relationships with employees, internal partners and customers
  • Develop, motivate, and retain employees
  • Contribute in the development of Contact center programs and process improvements that enhance the level of internal and external customer service
  • Minimum of 2 years experience, Customer Service or Contact Center Management preferred
  • Knowledge of Contact Center systems such as CTI, WFM, and Quality Monitoring Systems preferred
  • Experience managing a team of at least 15 FTEs required
  • Strong PC skills (e.g., Word, Excel, and PowerPoint) preferred
  • Knowledge and understanding of retail industry a plus
  • Understanding of Contact center performance metrics and measurements
13

Customer Service Supervisor Resume Examples & Samples

  • 5 years experience in branch operations
  • 1 year experience as supervisor or team lead
  • Proficient knowledge of bank products, operational procedures and practices
14

Customer Service Supervisor Resume Examples & Samples

  • Be able to lead by example and represent leadership
  • Ability to communicate verbally and in writing with highest level of professionalism
  • Flexible to work outside of normal schedule for business needs, especially during peak holiday weeks
  • Able to collaborate and communicate appropriately with all members of the team and call center
  • Business, management, calls center experience a plus
15

Customer Service Supervisor Resume Examples & Samples

  • At least 5 years experience in banking service industry
  • Bachelor's graduate
  • Has supervisory skill
16

Customer Service Supervisor Resume Examples & Samples

  • Direct and monitor activities of assigned staff including goal-setting, performance management, coaching, training, and development plans to develop an effective team with a strong customer focus
  • Determine scheduling and staffing needs to maintain service levels objectives
  • Conduct telephone monitoring for direct reports and provide feedback for development purposes and to ensure accurate and timely support
  • Analyze customer service metrics to determine problem and opportunity areas and monitoring performance against goal
  • Ensure that escalations to various departments are seamless to our customers
  • Establish documentation, implement consistent global processes, and train direct reports on all procedures
  • Identify opportunities for improvement with technology systems and procedures, and initiate appropriate action to implement process changes
  • Provide high-level support for all customer contacts by addressing their issue or query and/or routing their call to the appropriate department
  • Proven management experience within a high-volume call center environment preferred, as well as knowledge of ACDs, call tracking systems, and call monitoring
  • Leadership and team-building skills to motivate and inspire the team towards achievement of service excellence
  • Ability to coach direct reports to strengthen their performance and improve skills in order to accomplish work objectives
  • Problem solving and analytical skills with the ability to evaluate issues and conflicts and make timely decisions that benefit both the customer and the business
  • Ability to take ownership of problems and coordinate appropriate internal resources to help solve customer issues effectively and efficiently
  • Ability to train direct reports on new and existing procedures
  • Experience supporting applications in a web environment, corporate intranets and integrated knowledge solutions
  • Ability to follow and accurately explain a large set of procedural guidelines to a very high accuracy level
  • Commitment to customer satisfaction to provide quick and thorough response to customers' requests or problems
  • Time management and organizational skills
  • University Degree is desirable
  • Positive outlook on change and a flexible approach to the work environment and structure
  • Superior verbal and written communication skills with the ability to quickly establish trust and reliability over the phone
17

Customer Service Supervisor Resume Examples & Samples

  • Working knowledge of Call Centre processes, systems and technologies
  • Previous Team Leader experience within a Call Centre setup
  • Tertiary qualifications desirable
  • Leads and influences people by example
  • Quick and resolute decision-making
  • Strong interpersonal skills with the ability to build effective relationships
  • Innovator with the ability to work with limited supervision
  • Demonstrates initiatives and positive attitude
  • Demonstrate efficient organization and planning skills
18

Customer Service Supervisor Resume Examples & Samples

  • Establish standards for call handling, service levels and performance monitoring measures
  • Possess a sound understanding of the product offering
  • Ensure that all Contact Center performance and service standards are met in the areas of quality, call processing time, and productivity
  • Evangelize ideas that will help to resolve customer problems
  • Document product functionality
  • Minimum HS Diploma or GED
  • Strong personnel management skills and experience including the ability to develop and motivate staff
  • Team player with the ability to work in a fast-paced environment is a must
  • Demonstrated ability to implement and develop strategies, build action plans, and set goals
  • Strong analytical, problem-solving and decision making capabilities
  • Ability to be flexible to handle multiple priorities
  • 5+ years of management/supervisory experience in contact/call center
  • Demonstrated ability to develop, implement and execute business processes Strong issue management and risk mitigation background
19

Customer Service Supervisor Resume Examples & Samples

  • Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner. Oversees day-to-day workflow of Customer Service Representatives
  • Creates a high quality team environment that promotes achievement of common goals by establishing and implementing performance, service and quality standards and providing feedback and direction to ensure productivity levels meet or exceed standards
  • Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations and ultimately improves the efficiency and service to both internal and external customers
  • Responsible for coaching, development, and performance management of customer service staff. Conducts performance reviews and provide ongoing performance feedback. Addresses individual and unit performance issues as they are identified
  • Monitors inbound call volume and oversees offline functions within their team
  • Coaches and mentors assigned staff regarding employee issues, customer service processes and techniques, and strategies to assess overall customer needs leading to increased revenue. Provides training or resources as appropriate
  • Provides Customer Service Representatives with daily assistance with customer problem resolution and in managing escalated customer calls
  • Ability to coach, develop and lead a team of 20+ Customer Service Reps in a fast-paced call center environment
  • Exceptional time management skills with the ability to flex and multi-task
  • Strong analytical skillsExcellent customer service skills to include professional phone protocol
  • Team oriented with good communication and interpersonal skills
  • Demonstrated personal drive and sense of urgency, results-oriented
  • Ability to manage both the needs of the business and employeesStrong understanding of interdepartmental relationships in order to collaborate across the organization
  • Experience with call center telephony systems including user interface monitoring and phone sets
  • Specific focus during emergency situations and the recovery process
  • Ability to identify and enforce accountability to operations
  • Familiar with Oracle Teleservice application and Cisco CTI is a plus
20

Customer Service Supervisor Resume Examples & Samples

  • Supervises Customer Service Reps in the call center
  • Ensure sufficient phone coverage by monitoring stats and staffing. Will coordinate schedules for breaks and lunches
  • Answer the supervisor help calls from call center reps. Handle and resolve difficult/problem calls. Also coach the CSR staff through handling these types of calls
  • Track attendance of call center staff
  • Monitor agent calls and provide feedback on a weekly basis
  • Hires, evaluates, disciplines, coaches, motivates and provides regular feedback to CSR’s
  • Will support EEO/AA goals
  • Conducts meetings regularly, including daily updates with team
  • Implements policies/procedures
  • Monitors telephone communications with customers to ensure accuracy and consistency
  • Develops work schedules and delegates work assignments
  • Interaction with other departments to ensure proper resolution of problems
  • Collects and analyzes data using reports to improve productivity and quality
  • Assists and provides support to customer service managers
  • Participates in regular calibration meetings with QA and training groups
  • Attends inter-department meetings, as necessary
  • Degree in Communications, Business, Technology or related field or equivalent work and/or training experience is required
  • Minimum two years call center customer service experience with 6-12 months of customer service experience in the cable industry is preferred
  • Knowledge of CMS, ICOMS, NSM and Aspect a plus
  • Knowledge of basic mathematics, familiarity and use of computers, and general office procedures, with strong analytical skills
  • Must have clear, concise, grammatically correct verbal, written and interpersonal communications
  • Must possess strong interpersonal skills
  • Must be able to prioritize assignments
  • Must have the ability to process information accurately in order to follow directions and provide directions to others
  • Must be a team player, possess strong leadership skills
  • Must be flexible and adaptable to change
  • Must have outstanding customer service skills and a positive, professional attitude
  • Must be able to make decisions and use proper judgment
21

Customer Service Supervisor Resume Examples & Samples

  • Bachelor's Degree or higher
  • Prior experience in customer service or dispatch
  • Direct management experience
  • MS Office, Word, Outlook, and advanced query skills
  • Exceptional phone skills $
  • Experience with CRM or service databases
22

Customer Service Supervisor Resume Examples & Samples

  • Organize, train and oversee the functions of customer service staff consistent with unit policy and customer service policies and procedures
  • Monitor customer service activities ensuring that customers are provided with accurate information in a timely and courteous manner; intervene in matters requiring supervisory or special attention
  • Maintain up-to-date awareness of unit products/ services, policies and procedures subject to customer inquiries
  • Maintain required inventory of supplies for area
  • Perform other related duties as assigned
  • Education:High School Diploma/GED or Vocational School Diploma or equivalent combination of education and experience
  • Work Experience:Two to four years job related experience
  • Certifications: N/A
  • Skills:This job requires skills in customer service delivery processes including skills in supervision, communication and organization. Subject matter expertise is required to the degree necessary to effectively respond or oversee response to customer inquiries. Use of office and specialized computer applications is required
  • Preferred Education:Technical Diploma, Associate's degree or two years college course work
  • Preferred Work Experience:N/A
23

Customer Service Supervisor Resume Examples & Samples

  • Maintain daily, weekly and monthly target customer support metrics
  • Complete employee performance appraisals; ensure annual employee personal development plans are created, enacted and reviewed; approve and monitor employee performance goals in conjunction with department manager
  • Lead improvement initiatives for the department
  • Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance
  • Coordinate/partner with other groups to leverage staffing opportunities
  • Facilitate and resolve employee issues in conjunction with department manager
  • Interview and select staff for the department in conjunction with department manager
  • Manage the steps for successful on-boarding process of new employees, create training plans for new staff
  • Participate in services improvement initiatives
  • Bachelor’s degree in Business, Information Technology, Computer Science, or related field (or equivalent work experience in lieu of degree)
  • 3 years supervisor/management experience in a customer service environment
  • 2 years customer service experience
  • Strong customer service skills and focus as well as problem solving skills
  • Demonstrated leadership and problem solving skills
  • Ability to work extended hours, be on an on call rotation and travel as needed (approximately 15%)
  • 3 years supervisor/management experience in a bank or credit union back office environment
  • Solid knowledge of EFT/Card Services and card processing experience
24

Customer Service Supervisor Resume Examples & Samples

  • Minimum 1 year prior supervisory/ management experience required
  • Minimum 1 year sales experience required
  • Previous management experience in a call center environment preferred
  • Ability to create and analyze reports
  • Strong interpersonal and negotiation skills
  • Excellent organizational skills and attention to detail required
  • Must be able to work in a fast-paced environment with daily work processing deadlines
  • Must be able to handle multiple tasks/projects simultaneously
25

Customer Service Supervisor Resume Examples & Samples

  • Required Qualifications: 5 years experience in branch operations. 1 year experience as supervisor or team lead
  • Preferred Qualifications: Proficient knowledge of bank products, operational procedures and practices
  • Work Schedule: M - T - W - TH - F 8:30 to 5:30
26

Customer Service Supervisor Resume Examples & Samples

  • Long-term Vision
  • You'll oversee all customer communications through available support channels and create appropriate messaging to be utilized by the support staff
  • You'll assist the Head of Customer Support and Operations Specialist in designing an effective, long-term support strategy that will deliver top-tier customer support to developers and consumers of Oculus products and services. Immediate Activities
  • Oversee all activities within the Oculus Support Tier 3 group and communicate output through regular reporting that is shared with the Executive team
  • Respond to customer service escalations from all available support channels
  • Work closely with the Training and Quality Specialist to create and distribute training to the Tier 3 group and our other support teams globally
27

Customer Service Supervisor Resume Examples & Samples

  • Provide support service to co-publishing and import business under management of Customer Service Manager
  • Partner closely with Sales Representatives on pricing of titles and services
  • Facilitate import order process by training customers to use CSS system properly
  • Partner closely with Asia Hub team to assist in resolving outstanding issues quickly and efficiently
  • Provide regular communication to customers as part of customer service and ensure customer issues are resolved quickly and efficiently
  • Serve as focal point for all inventory management matters for China
  • Assist Customer Service Manager to collect and organize business data
  • Coordinate internal process to enhance efficiency of co-publishing working flow
  • Assist Asia Hub Customer Service team and Customer Service Manager to ensure orders for digital products are processed accurately and according to process
  • Submit Accounts Receivable statement to customers once a month and assist Customer Service Manager to achieve collection target
28

Customer Service Supervisor Resume Examples & Samples

  • Make recommendations for assigned personnel regarding employment, career development, salary changes, promotions, transfers, and terminations, within established policies and guidelines
  • Verify and approve agent time cards, including Family & Medical Leave Act (FMLA) reporting and tracking
  • Monitor and evaluate randomly selected calls to assess agent’s service quality standards and complete online evaluations of client calls
  • Analyze key metrics, evaluate department’s achievement of those metrics and determine appropriate changes necessary to meet goals
  • Three years of contact center experience or equivalent experience with demonstrated high performance
  • Strong time management, people management and negotiation skills
29

Customer Service Supervisor Resume Examples & Samples

  • Excellent communication and writing skills
  • Strong proficiency with Excel
  • Ability to work under pressure and meet short deadlines
  • Ability to multi-task in a fast-paced working environment
  • Must be meticulous and detail oriented
  • Excellent time management and follow up skills
30

Customer Service Supervisor Resume Examples & Samples

  • Supervises sales and service staff
  • Oversees work assignments and workflow
  • Answers technical and procedural questions from lower level associates. May assist branch managers and supervisors with special projects
  • Ensures regulatory compliance. Researches and resolves customer inquiries
  • 5 years of experience in branch operations
31

Customer Service Supervisor Resume Examples & Samples

  • Establish customer service objectives and priorities: overall and team specific objectives
  • Recommend initiatives with customers to optimize flows (information, products, financial) and costs
  • Define scorecards for key indicators follow-up and focus on service levels
  • Participate in customer service budget construction
  • Recruit, develop and manage his/her team, ensuring knowledge transfer and change management
  • Build customer relationships including customer meetings and exchange market information
32

Customer Service Supervisor Resume Examples & Samples

  • Expected to learn and uphold the DreamWorks brand standards along with the company’s policies and procedures
  • Coach and assist onsite set managers with experiential and operational training as well as brand guidelines throughout the season
  • Builds relationships with mall management, photo operators and DWA personnel through regularly scheduled meetings or conference calls
  • Join bi-weekly calls between DWA and production teams
  • Implement a cohesive training presentation and schedule for a DreamPlace location
  • Complete a daily comprehensive quality check of the house throughout the season to efficiently resolve any current, impending or recurring issues
  • Assist set managers with tech guidelines, game installation and connectivity training for onsite teams
  • Coordinate with the photo operators on the guest experience in regards to the following
  • Training materials
  • Training schedules
  • Uniform inventory
  • Line Management
  • Santa Room timing
  • Consumer Product inventory
  • Assist with retail layout
  • Assist with casting calls
  • Update and complete production logs and recaps
  • Report any updates, feedback and opportunities to the DreamWorks management teams
  • Has worked in a leadership role in guest experience, special events or live entertainment
  • Ability to troubleshoot the sets technology and problem solve quickly and effectively
  • Comfortable in a public speaking and presentational environment
  • Client relations oriented
  • Working knowledge of Microsoft Office, iOS and Google applications
  • Comfortable with walking and standing for at least 5 hours per shift
  • Able to lift up to 30 pounds
  • Expected to provide or own a laptop or iPad will be needed for daily logs, emails and training
  • Cell phone access is necessary
33

Customer Service Supervisor Resume Examples & Samples

  • 40%: Lead and develop a team of Customer Solutions Specialists: This role is expected to build and sustain high performance across the COM organization Responsible for performance management, coaching, training, recognition and facilitating development opportunities. Participates in selection of direct reports and other employees; assists in determining resource need, plans for future workforce needs, and reviews with manager before making selection decisions. Supervisor related activity ie- scheduling, work flow management, overtime management etc
  • 30%: Responsible for insuring strong process integration with activities up and down stream, identifying and deploying best practices across the COM organization and holding others accountable. Identify & lead process improvement opportunities and communicate these process and procedure changes to fellow team members. Using comprehensive knowledge and full experience, provides guidance and feedback to help team identify areas of improvement and cost management deficiencies in order to create efficient customer service techniques and tools/systems
  • 25%: Coordinates communication with customers and other functional areas regarding order status, sales forecast, invoices, and other pertinent information needed to complete the customer experience. This will include simple problem resolution to complex service interruptions. Will facilitate and or participate in 5 why & cause mapping activities as they relate to customer ordering & receiving experiences
  • 5%: Perform miscellaneous job-related duties as assigned
  • Minimum two year degree or 3 years order management/customer service experience or supply chain experience
  • Experience leading a team
  • Ability to motivate for high performance
  • Excellent communication skills for dealing with both internal and external customers
  • Strong computer and analytical skills
  • Excellent prioritization skills including the ability to meet deadlines while working independently
  • Ability to maintain a cohesive team environment
  • Demonstrated Microsoft office suite proficiency
  • Ability to influence others with or without authority
  • Travel up to 25%
  • Demonstrated knowledge of SAP or similar ERP systems
34

Customer Service Supervisor Resume Examples & Samples

  • Optimum planning and satisfaction of customer’s demand or replenishment needs in the most cost effective way and required speed
  • Delivering effective business solutions on time and error-free, monitoring the effectiveness of solution design
  • Improving process efficiency through leverage of GLOBE Template functionality
  • Making our “Customer’s agenda, our agenda” while ensuring compliance to Nestlé standards
  • Continuously reviewing customer order pattern, analyze data, identify trends and share with stakeholders to take corrective action and modifying procedures where necessary
  • Effective recognition of customer specific opportunities that enhance Nestlé Supply Chain performance (e.g. order cycle optimization, implement order capture methods, improved case fill rate)
  • Demonstrate ability to build, develop and motivate a high-performing customer oriented team to meet or exceed customer expectations
  • Drive proactive communication through regular team meetings and encouragement of ongoing teamwork
  • Project manage any development or training initiatives
  • Strive for continuous improvement and be a leader of Best Practice implementations
  • 4-5 years or more experience in at least two of the following areas : Customer Service/ Demand & Supply Planning/ Distribution/ Materials Handling Sales and/ or Marketing
  • Proven ability to manage and develop individuals and teams effectively
  • Project management experience to implementation of major project/s or change program/s
  • Strong experience and background in SAP system and order to cash process with excellent analytical skills
35

Customer Service Supervisor Resume Examples & Samples

  • Oversees the performance, quality and issue resolution for EDI, fax, telephone, credit card order processing to domestic (US/CA) and international customers
  • Provide support in call escalation situations. Serves as an expert in dealing with difficult customer interactions
  • Provide on-going coaching to each Customer Service Representative on team concerning quality, reliability, accountability and productivity to ensure objectives are met
  • Resolve moderately complex support-related issues for the customers and staff
  • Regularly monitor customer call metrics in order to improve performance and provide constructive feedback to CSRs
  • Plan and organize workflow and resourcing to ensure efficient CS operations
  • Acts as a communication liaison between customer service, outside sales and other departments
  • Recruit, interview select, train, and develop customer service representatives in customer service techniques Assist in cost control and managing departmental budgeted expenses including approvals related to credit and debit memos
  • Bachelors Degree required in Business Administration, Supply Chain, or a related field, or equivalent combination of experience and education
  • 2-+ years of progressive supervisory experience
  • Experience with order management on an ERP system (SAP, ORACLE, JDE, etc.)
36

Customer Service Supervisor Resume Examples & Samples

  • First party collections background from a financial institution
  • Job Related Experience: 5 - 8 years required
  • Management Experience: 3 - 5 years required
  • Ability to solve problems based upon researching and analyzing information before recommending/selecting the appropriate solution
  • General responsibilities and objectives are assigned with considerable latitude for defining actions and setting priorities. Generally, results and outcomes are reviewed, rather than work in progress
  • Ability to make innovations, which affect this job and suggests changes to the immediate supervisor that affect other related job
  • Ability to compose and/or interpret internal and/or external business letter, memos, reports, may require understanding and explanation, of policies and procedures to others, both internal and external to Fiserv
  • Knowledge of repossession and bankruptcy proceedings
  • Ability to manage time effectively and multi-task
  • Excellent communication, leadership, organizational and interpersonal skills
  • Experience with budgeting and staff forecasting
37

Customer Service Supervisor Resume Examples & Samples

  • Previous leadership and/or senior representative experience in a call center environment
  • Experience in any position where you had to demonstrate excellent communication skills
  • Positive: Maintain a positive attitude by focusing on solutions and promoting a collaborative and enjoyable environment
  • Respectful: Value teamwork, share successes, appreciates others and communicates in a way that promotes trust
  • Insightful: Make timely well considered decisions, create innovative solutions and continuously learn
  • Direct: Communicate clearly and objectively; don’t be afraid of difficult conversations. Raise concerns through the proper channels
  • Earnest: Be honest, sincere and consistent. Work hard and pursue our goals together relentlessly
38

Customer Service Supervisor Resume Examples & Samples

  • Provides feedback and follow up on the performance of tasks to customer service support associates
  • Educates team on appropriate customer service skills and responses by specific topics
  • Responds and takes actions to escalated customer concerns and complaints
  • Executes all down time and emergency operating procedures and processes as appropriate
  • Supervises and trains associates customer service as well as loss prevention policies
  • Provides input on the development and implementation of policies, practices, procedures, and attainment of operating goals
  • Supervises and coordinates activities of departmental activities and subordinate staff
  • Interprets policies and procedures and enforces company policy and practices
  • Establishes or adjusts guidelines / policies / procedures to meet goals, regulations and schedules
  • Recommends measures to improve methods, performance, and quality of product or services, and suggests changes to increase efficiency
  • Analyzes and resolves work problems, or assists associates in solving work problems
  • Initiates or suggests plans to motivate staff to achieve work goals
  • Prepares reports and records on department activities for management
  • Performs other duties as assigned by manager
  • Thorough knowledge of transactional, departmental and industry related procedures
  • Ability to lead people and achieve results through others
  • Excellent customer service and issue resolution skills
  • Able to make decisions quickly and independently
  • Computer skills including working knowledge of spreadsheet, word processing and database software packages, internet applications and/or company specific computer applications
  • Completion of a High School diploma or GED required
  • Completion of an undergraduate degree in any equivalent field is preferred
  • Minimum of 5 years of experience in a customer service role which includes experience in leading teams for 3 years or more
39

Customer Service Supervisor Resume Examples & Samples

  • Work closely with Pricing Manager as needed
  • Train, support, and develop Customer Service Coordinators
  • Develop processes and communication to ensure day to day deadline requirements are met
  • Responsible for knowledge of, application of, and calculation of accrual’s for the Production Animal Sales and RM purchase incentives
  • Review and process credit and rebill adjustments relating to contract pricing, promotional corrections, miscellaneous product adjustments as requested by managers in the sales, operations, pricing, accounting, purchasing, shared services and finance departments
  • Responsible for manufacture delayed billing programs to monitor and process as applicable
  • Responsible to process the VetOne brand bi-monthly billing for Radiation Detection Badges
  • Responsible to process the Animal RX credit/bill adjustments as needed
  • Support Online Store Support in the phase out process
  • Lead team in developing process improvement applications
40

Customer Service Supervisor Resume Examples & Samples

  • Meet/exceed metrics and deadlines established for department such as handle time, abandonment rate, average speed to answer, and quality scores
  • Propose and implement creative solutions to daily workflow problems and temporary labor shortages; serve as initial response for problem or process review
  • Assist in the development and implementation of Standard Operating Procedures (SOPs) for all customer service functions
  • Serve as an escalation point for investigation and resolution of non-routine concerns or complaints that go beyond front line teammate capabilities
  • Coordinate with the management team to plan production staffing requirements on a daily, weekly, and quarterly basis
  • Maintain absolute compliance to all applicable regulations; document appropriately
  • Create and maintain positive relationships with the DaVita Rx Pharmacy Operational Directors, Managers and Chief Pharmacists
  • Attend staff meetings, teleconferences, and patient care conferences as needed
  • Perform other duties as deemed necessary by Pharmacy and Operational Management
  • Travel required: up to 5%
  • Demonstrated ability to prioritize work, handle multiple and possibly conflicting priorities, and meet daily deadlines
  • Demonstrated ability to provide a balance to department efficiency and field service excellence
  • Willingness to assist teammates in order to achieve departmental goals
  • Supervisory experience demonstrating willingness, desire, and ability to supervise with aptitude for coaching, mentoring, training, and developing teammate performance and skills to foster a positive, fulfilling work environment required
  • Ability to maintain open and clear communication with teammates
  • Demonstrated desire and willingness to train new teammates and provide ongoing mentoring and coaching for all teammates; able to coach teammates to achieve continuous improvement
  • Demonstrated ability to work well with cross-functional groups
  • Demonstrated interpersonal, collaborative, and relationship-building skills; ability to interact positively with teammates at all levels across the company
  • Demonstrated ability to communicate difficult or sensitive information tactfully
  • Proven leadership skills and demonstrated "leadership by example" by projecting a positive attitude and involvement in DaVita Rx teammate activities
  • Innovative, analytical thinker with demonstrated ability to perform root cause analysis, prepare and implement action plans, and lead improvement initiatives
  • Demonstrated expertise in business and analytical skills
  • Demonstrated ability to create, refine and manage new business processes
  • Demonstrated ability to work in a high production environment, meet set deadlines and production metrics consistently
  • Demonstrated strong personal desire for continuous learning and growth
41

Customer Service Supervisor Resume Examples & Samples

  • Strong Communication Skills
  • Ability to manage a team of 12-15 employees including quality control, performance review and metrics
  • Bilingual (English & Spanish) or have managed Bilingual employees
42

Customer Service Supervisor Resume Examples & Samples

  • Works independently
  • Coordinates others' activities
  • Owns output at task level
  • Work is generally limited to own function
  • Coordinates work activities with other supervisors
  • Develops plans to meet short-term objectives
  • Identifies and resolves operational problems using defined processes, expertise and judgment
  • Decisions are guided by policies, procedures and business plan
  • Product, service or process decisions are most likely to impact individual employees and/or customers (internal or external)
  • Acts as a facilitator to resolve conflicts on team
  • 1+ years of Supervisory experience
  • Bachelor's Degree (or higher)
43

Customer Service Supervisor Resume Examples & Samples

  • Works closely with Senior Leaders to develop plans that define the direction of the team
  • Manages the daily operations and departmental functions including the implementation of training programs to ensure world-class customer support and order management
  • Evaluates and measures customer satisfaction to develop and implement plans for continuous improvement
  • Resolves unusual or non-routine inquiries to ensure customer satisfaction
  • Resolves customer requests for adjustments in orders or billing
  • Responsible for all staffing, performance management, training, and development of associates
  • Tracks and reports department and sales goals, order management operations, and/or training activities
  • Assist in developing and maintaining department budget and works to achieve financial objectives set by senior management
  • Participates in the planning and implementing of sales strategies and goals
  • Provides associates with proper and effective training in areas of sales, products, applications, phone etiquette, professionalism, and listening skills
  • Acts as liaison between the customer and other McCrometer departments
  • Actively participate in Policy Deployment (PD) initiatives and meetings
  • Coordinates support with other functional teams and operating companies
  • Ensures processes and systems are analyzed for continuous improvement
  • Work with Information Technology and Senior Management to evaluate new technologies and ensure implementation of those that will benefit the customer
  • May lead or support development and delivery of on and off site training programs and customized technical support activities including all pre and post training preparation
  • Analyze/Manage Quality information to ensure accuracy and completeness of information and develop effective reporting to assist management in continuous quality improvement
  • Participates in occasional overnight travel domestically
  • Associate’s degree with technical experience preferred
  • A minimum of 5 years of professional experience in a service management/leadership role in phone sales, technical support and/or training environment
  • Previous supervisory experience is strongly preferred
  • Strong track record of managing a telephone based sales and/or support team
  • Previous experience in expressing customer empathy and in meeting customer needs
  • Experience in the recruitment, development, and discipline of a highly engaged team
  • Demonstrated aptitude for change and a drive for continuous improvement
  • Strong interpersonal and intercultural skills with the ability to work positively with diverse users
  • Demonstrated problem solving and organizational skills
  • Ability to accurately assess key business metrics and situations
  • Ability to work in a complex environment where multi-tasking is required, priorities frequently change, and deadlines must be met
  • Proficient Computer skill’s (Windows, Microsoft Office, etc.)
44

Customer Service Supervisor Resume Examples & Samples

  • Promoting a culture of achievement & continuous improvement to ensure the department increases it effectiveness and build strong relationships within the team, customers, sales & internal functions
  • Ensuring policies, procedures, processes are followed
  • Measure essential KPIs
  • Order entry turn around
  • Credit/ Debit Notes
  • Delivery Performance
  • Management of backlog
  • Ensure that all orders/quotations and customers queries are resolved quickly and to the satisfaction of the customer to promote quality customer service
  • Ability to problem solve, providing guidance and find solutions for staff on customer, systems or commercial issues
  • Ensure compliance with pricing & approval policies & drive mechanics of regular price rises
  • Run talent management for the team; ensure all staff have JDs, objectives, development & training plans
  • To follow relevant legal requirements and the company Health & Safety policy
  • Manage Contracts and Agreements (inclusive of Non – disclosure agreements) for the ANZ region
45

Customer Service Supervisor Resume Examples & Samples

  • Preferred Bachelor’s degree
  • High level of Excel knowledge including report generation, pivot tables, V look up
  • 5 Years Customer Service experience in a B2B environment
  • Logistical experience preferable (working with 3rd party warehouse operations)
  • 2 – 3 years team leadership / supervisory experience
  • Experience in the Healthcare sector preferable
  • Assertive attitude, enthusiastic to learn, open to unexpected challenges, logical and analytical approach to challenges and able to think of their feet
  • Additional language would be a plus
  • Ability to work under pressure to short deadlines
  • This role requires a CAN DO attitude, excellent team work, organizational skills and forward thinking
46

Customer Service Supervisor Resume Examples & Samples

  • Strong knowledge of Customer Service practices and systems
  • Excellent team and leadership skills with the ability to effectively build strong relationships and influence at all levels of an organization, including cross-functionally
  • Excellent oral, verbal and written communication skills; experience effectively presenting ideas in front of small and large groups
  • Ability to think strategically to ensure the Customer Service organization and processes support Supply Chain initiatives and Business strategies
  • Ability to effectively analyze data/situations and problem solve through resolution
  • Ability to prioritize and multi-task in a dynamic, fast-paced environment. Demonstrated efficiency working well under pressure and within time constraints. Self-motivated and organized
  • Ability to provide sound judgment with limited detail and in possible unclear situations
  • Ability to influence and champion change efforts
  • 5+ years’ experience in Customer Service or Supply Chain including experience that demonstrates increased responsibility
  • Strong proficiency in Excel, Word, PowerPoint and complex computer systems is required
  • Excellent working knowledge of systems (SAP, Vendavo, Salesforce, etc) used to support management of customer accounts required
47

Customer Service Supervisor Resume Examples & Samples

  • Supervise and driver performance of Production planners and Customer service associates
  • Resolves all issues that associates can not resolve relative to produciton planning & delivery of products
  • Coordination and managing of customer orders
  • Managing escalations and prioritizations of customer orders
  • KPI’s Reporting
  • Recriting and Training of new employees
  • Ensures timely and correct customer order planning
  • Ensures effective communication between customers and the supply chain
  • Administrates escalation and prioritization process
  • Manages OPC team,day to day operations, medium and long term projects,activities
  • Ensures that all company and department policies and procedures are followed
  • Is responsible to measure assigned proceses and achieve set goals
  • Helps to define daily and weekly priorities for production and other related departments
  • Is responsible for training of new employees and preparation of instruction manuals
  • Works in accordance with 5S and Lean programs
  • Ensures that Emerson Quality and Environmental policy is adhered in all processes and activities
  • Works in accordance with local and international Emerson Trade Compliance rules and procedures
48

Customer Service Supervisor Resume Examples & Samples

  • Evaluate and coach Customer Service Agents to ensure all metrics are met
  • Ensure that Customer Service staff provides the highest level of service at all times ensuring customer confidence
  • Build and maintain a positive working environment
  • Should have at least two years of full-time work experience
  • Should have at least one year of previous supervisory experience in a customer service environment
  • Previous contact center experience is a plus, but not required
  • Other related experience could be considered
  • High school diploma required. Bachelor degree a plus
  • Must have working knowledge of Microsoft products (Excel, Word, and Outlook) and other Ticketmaster related applications
49

Customer Service Supervisor Resume Examples & Samples

  • Coach and Develop Employees
  • Review Employee Statistical Reports and provide feedback on how to improve service and/ or develop efficiencies
  • Conduct monthly 1 on 1’s
  • Ensure that we provide Best Service to our customers at Best Cost
  • Monitor employee calls and Audit their work to ensure that they are handling correctly and if not provide coaching
  • Handle escalated issues for customers; aide CSR’s in resolving escalated type situations
  • Support Training for themselves as well as for their team members
  • Partners with others to achieve goals
  • With HR to hire, counsel, terminate, write and conduct performance appraisals
  • With Peers to ensure consistently and gain /share best practices
  • With Business to ensure that connection is made with our internal customers such as Sales, Finance, Distribution, etc
  • With Strategic Sites to ensure that we are communicating and sharing information in regards to the business
  • 4-5 years of Customer Service Experience
  • Computer system proficiency - MS Excel, Word, Outlook
  • Strong phone etiquette
  • Professional business skills
  • Active listening and exceptional analytical skills
  • Project Management Skills
50

Customer Service Supervisor Resume Examples & Samples

  • Practice GDIT values and act as a role model
  • Supervise; develop; and coach CSRs to assure productivity; quality; attendance; and timeliness of work in the completion of assigned projects and departmental goals
  • Perform tasks to assure service level requirements and adherence goals (such as real-time adherence (RTA) and average handle time (AHT) are met
  • Assume leadership responsibility for department tasks and contact center activities as required
  • Review; approve; and sign timecards on daily and weekly basis as required in the timekeeping policies
  • Complete and deliver employee performance appraisals
  • Work closely with CSRs and other supervisors; customer service managers; and program managers within functional areas of the contact center
  • Participate in the interview process and recommend hiring contact center staff
  • Understand the CSR Monthly Balanced Scorecard Metrics and performance scales and coach for improvement of results
  • Attend calibration sessions for the purpose of keeping current on quality changes
  • Facilitate and deliver training as required under department guidelines including essential job training (EJT); initiatives; and up training. Ensure 100% completion for all direct reports
  • Act as a point of contact as required
  • Support and enforce contact center expectations as well as departmental and corporate policies and procedures
  • Log in to queues as required during high call volume or all hands status
  • Communicate pertinent program updates in a timely manner
  • Maintain department records
  • Recommend; complete and deliver corrective actions as applicable
  • Maintain schedule flexibility due to business needs; anticipate assigned shift change at any time
  • Review contract scope and requirements
  • Ensure full adherence to COR requirements
  • 6 months supervisor or leadership experience and previous marketplace experience required
  • Minimum 2 years customer service; leadership; and team interaction skills are required
  • Experience with; or knowledge of; the healthcare and health insurance industry preferred
  • Ability to interact with all levels of management
  • Ability to speak and communicate effectively in English; both verbally and in writing
  • Uses good judgment; ability to make independent decisions and proactively problem solve; as required
  • Must be organized and have strong time management skills
  • May be required to work off-shift; and occasional travel to customer and other GDIT sites may be required
  • Must have PC skills (Microsoft Office) with an emphasis on Excel
  • Basic math skills required
  • Bilingual ability a benefit
51

Customer Service Supervisor Resume Examples & Samples

  • Ensure that team leads are performing their duties and that all team issues are being addressed on a daily basis
  • Follow up with any SUP issues that have not been resolved within 1 business days
  • Answering email requests in regards to customer service problems from Leads or agents
  • Resolving issues immediately that are identified by Leads and CSR’s such as shipping issues, delivery issues, and returns issues
  • Meeting with Leads and reps once a week to see where we are and how we can improve
  • Handling escalated team issues/phone calls
  • Leads monthly evaluations
  • Review reps monthly evaluation
  • Interviewing employment candidates
  • Helping Mangers with any special assignments
  • Perform other duties as required and assigned by manager and upper management
52

Customer Service Supervisor Resume Examples & Samples

  • Coordinates, supervises and is accountable for the daily/weekly/monthly activities of a team members
  • Coordinates work activities with other supervisors, managers, departments, etc
  • Conducts annual performance reviews for team members
  • Entry-level proficiency with Windows PC applications (this includes the ability to learn new and complex computer system applications)
  • Bilingual Spanish speaker
53

Customer Service Supervisor 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 teams meet their performance metric goals utilizing reports and data available
  • Maintain a positive work environment that supports a quality driven team and identifies any issues that may inhibit performance
  • 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
  • Facilitate meetings to communicate team performance goals and results; share general corporate communication; and provide a forum for surfacing opportunities and/ or issues
  • Provide regular performance reports (e.g., status) to the Business Manager
  • 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
  • Provide coaching to associates based on quality results and develop improvement plans when needed; provide corrective feedback to manage employees who need improvement
  • Coach staff to develop professionally in current role and potential career development opportunities; identify high potential staff for succession planning
  • Partner with Business Manager to recruit, develop and manage a high caliber workforce with minimal turnover
  • Utilize incentives and salary compensation in support of Pay for Performance culture
  • High School diploma/ GED is required
  • 2+ years experience in team interactions and improvement methods/ projects (e.g., coaching, quality, productivity) required
  • 2+ years of call center customer service experience required
  • 1+ years experience using call center management tools such as IEX, CMS, ILEAD or GPS required
  • Hours of operation are 8:00am - 8:00pm Monday - Friday
  • 2+ years of customer service experience in the healthcare industry
  • 1+ years knowledge of Medicare & Retirement services
54

Customer Service Supervisor Resume Examples & Samples

  • Respond to customer enquiries via several channels (Chat, Email and Telephone)
  • Handle customer escalations
  • Ability to confidently lead and organise a team
  • Good understanding of fashion/fashion brands
  • Ability to exceed customer expectations
55

Customer Service Supervisor Resume Examples & Samples

  • 5 years experience supervising a call center environment
  • 2 years experience working in a technical call center environment
  • Bachelor’s Degree is highly preferred
  • 2 years experience managing an international call center
  • 2 years experience supervising in a technical call center environment
  • Experience in both consumer and B2B customer service
  • Experience in managing employee relations
56

Customer Service Supervisor Resume Examples & Samples

  • Leads and supervises a group of Customer Service Reps (generally 15 – 20 reps assigned to support BU’S assigned) to meet/exceed the needs of customers and the BU. Participates in all hiring and staffing for the department. Maintains a diverse, effective and cohesive team-oriented group of CCCs. Supports departmental budgets and is accountable for tight expense control in the department to meet budget objectives
  • Oversees development of CCCs. Works closely with the Performance and Metrics group in Customer Service to ensure CCCs receive the coaching and training they need to meet/exceed expected performance levels. Understands and uses KPIs from the Performance & Metrics group to drive rep and team performance. Leverages internal SAC People & Performance and external training programs to help develop CCCs. Develops CCCs who eventually move into greater roles within Sealed Air
  • Brings understanding of the assigned BU product & service offer, markets and customers and Sealed Air business processes (IS, Finance, Supply Chain, Logistics, People & Performance etc.) to the job. Works consistently to improve understanding in these areas and transfers knowledge to the CSR group
  • Sets direction for CCCs including a commitment to constantly exceed the needs of customers. Clearly understands, communicates and executes Sealed Air’s World Class Customer Service vision and culture. Actively promotes and reinforces SAC core values, strategic initiatives and code of conduct with CSRs
  • Maintains personal relationships and contacts with key customers, sales management, supply chain, IS and finance personnel to urgently and constantly look for ways to improve service levels. Understands the needs and priorities of the assigned BU(s) and ensures that CSR’s execute to meet these needs and priorities
  • Works positively and professionally with support personnel and treats everyone with respect. Works to leverage the collective resources of the function to optimize customer satisfaction and value to Sealed Air
  • 5+ years relevant Sealed Air working experience in Sales, IS, Supply Chain or Customer Service preferred
  • Degree in business, marketing, or social sciences preferred
  • Strong knowledge of SAP desired
  • Strong knowledge of Food Care Packaging and Hygiene Solutions product offerings desired
  • Demonstrated competency - in previous Sealed Air roles - in the company’s core leadership framework: setting direction, meeting commitments, leading people and winning together
  • Overnight travel (up to 25%) required
57

Customer Service Supervisor Resume Examples & Samples

  • Supervises 20 - 25 Customer Service agents handling contacts received via telephone, email or fax channels with varying work schedules
  • Analyzes call center statistics through reporting; identifies, monitors, tracks and analyzes call volume, productivity and qualitative metrics
  • Creates and cultivates a progressive culture within the team by managing individual and team performance expectations and goals
  • Directs the activities of agents to maintain and improve customer satisfaction, monitors real time service levels and schedule adherence, and serves as a leader and point of contact for escalated contact resolution
  • Trains, coaches and motivates direct reports in customer service, call center operations and procedures
  • Provides strategic and tactical planning for call center operations to ensure operational effectiveness and high quality interactions with clients
  • 2+ years of experience in call center leadership
  • Equivalent combination of education and related customer service leadership experience
  • Strong project and time management skills
  • Willing to work a variety of shifts to support the business hours of Monday – Saturday, 8am to 8pm
  • Experience in training, Quality Assurance, and Workforce Management
  • Excellent written/verbal communications and interpersonal skills
  • Strong PC skills, including SAP, Excel, Word, PowerPoint, Outlook, and ACD/Contact Center Reporting
  • High energy for an ambiguous and fast-paced environment
58

Customer Service Supervisor Resume Examples & Samples

  • Performs Customer Experience Evaluations as assigned for each direct report
  • Holds weekly one-on-one coaching sessions with direct reports to promote a superior patient experience and to ensure that optimal call processes are deep-rooted into day to day customer service activities
  • Writes and presents performance reviews and monthly evaluations as directed by Manager/Director; Coaches and develops PCL’s to have the knowledge and skills to answer callers’ inquiries, responds to requests for support quickly and effectively
  • Responsible for interviewing , hiring, training, developing, advancing, and managing performance of direct reports; Builds buy-in and commitment to promote employee support for tactical and strategic objectives and initiatives
  • Manages and holds team accountable to meet performance objectives and ensure adherence to HIPAA and data/information security compliance protocols
  • Shares responsibility and accountability to the center level performance objectives relating to: Employee Engagement and Patient Satisfaction Results vs. Goals
  • Knowledge and understanding of organizational policies, procedures and systems
  • Knowledge of basic operations, tools, and resources related to internet and social media
  • Demonstrates good judgment in handling situations not covered by written or verbal instructions
  • Communicates clearly and effectively both verbally and in writing
  • Demonstrates the ability to manage daily, weekly, and monthly tasks for self and assigned team
  • HS diploma/ GED
  • 3 years of previous leadership and customer service experience required
  • 3 years of supervisory experience preferred
  • Internal Candidates: Experience in Senior PCL Role strongly preferred
59

Customer Service Supervisor Resume Examples & Samples

  • Leadership Experience mandatory
  • 5+ years' of experience in a Call Center Environment
  • 3+ years' of Supervisory experience
  • Ability to prioritize and perform multiple tasks
  • Ability to work flexible hours and/or on-call
  • Demonstrated phone skills including the ability to control call direction
  • Demonstrated strong interpersonal skills, including patience, persistence, and flexibility
  • Ability to establish and maintain effective working relationships with superiors, peers and others contacted during course of business
  • Demonstrated ability to maintain a high level of customer service by responding promptly and effectively to customer concerns and problems
60

Customer Service Supervisor Resume Examples & Samples

  • Ensure that CSRs respond accurately and professionally to all passenger inquires and complaints
  • Keep the Manager of Customer Service and Claims (MCSC) apprised of daily activities and all customer service and operations related issues
  • Assist the MCSC with scheduling to ensure continual CSR staffing, covering vacancies as needed
  • Make public service announcements, including but not limited to informing passengers of delays or service disruptions
  • Assist with data collection and management for customer service and operational functions
  • Compile customer service reports and other reports as required
  • Assist passengers with disabilities out to the trains utilizing the MARC cart
  • Assist with pre-boarding ticket inspections as needed
  • Implement and carry out the evacuation plan in the event of an emergency
  • Provide input in training programs aimed at train crews
  • Assist with training of Train and Engine crews on Customer Service and monitor results by audits of the same
  • You hold an associate degree; a bachelor degree is preferred
  • You cumulate a minimum of 3 years of work experience in a position with similar duties or in a customer service or communications position
  • You must be proficient with Microsoft Suite (Excel, Word, PowerPoint, Visio, Outlook, etc.)
  • You must be able to travel as the role requires being able to ride the commuter trains on the Brunswick & Camden Lines, visit the facilities that are linked to the operations & maintenance Bombardier provides for the MTA
  • Your English communication skills are excellent, both written and spoken
61

Customer Service Supervisor Resume Examples & Samples

  • 12 mos. trg. or 12 mos. exp. as ombudsman in governmental agency or private sector
  • Or 12 mos. exp. as Customer Service Assistant 3, 64433, for assigned agency
  • Or equivalent of Minimum Class Qualifications for Employment noted above
62

Customer Service Supervisor Resume Examples & Samples

  • 1+ years of Leadership and/or SME experience (successfully led a group of individuals and/or various projects)
  • Available to work an 8 hour shift between the hours of 7:00 am and 8:00 pm, 5 days a week, Monday through Friday
  • Medical Claims Processing experience
  • Supervisory experience in a call center environment or in a strongly related environment
  • Working knowledge of Administration of HR Policy and Procedures
63

Customer Service Supervisor Resume Examples & Samples

  • Ensure all Service work orders and Service contracts are accurately billed as rapidly as possible
  • Process Service quotes in a timely and accurate manner
  • Support validation plate recertification revenue targets by managing contact of customers in the plate certification funnel
  • Ensure that all requests for Service are dispatched the same day that they are received
  • Work with the Service Operations Manager to develop and implement a plan that optimizes Field Service Engineer utilization, thereby significantly reducing travel and other related expenses
  • Maintain daily visual management of service logistics
  • Work with the Quality Manager to maintain ISO17025 certification
  • Support the timely return of defective product to manufacturing for root cause analysis
  • Provide data to support Key Performance Metrics (KPIs) in support of business priorities
  • Provide daily maintenance and support of business system database (BSD)
  • Make upgrades and changes to BSD to improve process flow
  • Create custom docs, reports, and dashboards as needed to manage the business
  • Generate data files for upload to BSD
  • Support BSD enhancements and program integrations
  • Bachelor’s Degree, preferably in a related field such as Business or Operations Management
  • Minimum of 2-3 years of experience in an Operations or logistics environment, preferably in a high tech field
  • Supervisory experience preferred with at least 1 – 2 direct reports
  • Past experience with a Salesforce.com or a comparable CRM platform is a major plus
  • Proficiency in Microsoft Word, Excel and PowerPoint
  • Highly customer (internal and external) focused with a true passion for creative problem solving
  • Understanding of general finance principles, ability to conduct basic cost/benefit and other similar analysis
  • Very strong time and project management skills
  • Demonstrated commitment to continuous improvement and ability to drive acceptance of change
64

Customer Service Supervisor Resume Examples & Samples

  • Provide expertise and/or general claims support to teams in reviewing, researching, negotiating, processing and adjusting claims
  • Authorize appropriate payment or refer claims to investigators for further review
  • Analyze and identify trends and provides reports as necessary
  • Respond to claims appeals
  • Supervise, monitor, track and direct day to day operations to staff
  • Self-funded knowledge back ground beneficial. Understanding of overall claims process and workflow required
  • 3+ years of Customer Service experience
  • Proficiency with Microsoft Excel (sorting, and filtering) and Microsoft Word (creating and editing documents)
  • Prior leadership experience
  • Familiar with small group or self funded product designs
  • Understanding of UHOPS processing system
65

Customer Service Supervisor Resume Examples & Samples

  • Coordinates, supervises and is accountable for the daily, weekly, monthly activities of a team members (Roughly 20 Reps/Supervisor)
  • 1+ years of experience coaching or motivational skills at both an individual and team level
  • 2+ years of experience working in a Call Center
  • 2+ years of experience managing personnel
  • Ability to create, edit, save, and send documents utilizing Microsoft Word
  • Ability to create, edit, save, and send spreadsheets utilizing Microsoft Excel
  • Ability to use Microsoft Outlook to send, save, sort, and set meetings and assign tasks
  • Available during hours of operation 7:00 am - 11:00 pm Sunday through Saturday (actual work schedule is 5, 8 hour days during that time period)
  • 2+ years of experience working with Human Resources policies and procedures
  • Medical claim processing (e.g., least, somewhat and most complex) or customer service or claim experience (e.g., simple or complex)
  • Experience in team interactions and improvement methods or projects (e.g., coaching, quality, productivity)
  • Working understanding of managed care
66

Customer Service Supervisor Resume Examples & Samples

  • Specific to the automotive market, the supervisor leads the CSSR team in daily management of customer vendor managed inventory (VMI) programs to ensure target inventory levels are established and follows business process documents for communication and actions for customer changes in forecast that lead to over pulls and underpulls to their forecast. The supervisor must have a clear understand of reporting information and CSSR requirements related to the Quinitiq Demand Planner system
  • Automotive customers purchase material from Alcoa's Davenport, Danville, Lancaster, Tennessee. and San Antonio facilities. The automotive supervisor must implement and stabilize vendor managed inventory (VMI) and Order Management processes across all locations to ensure customer requirements through Make to Ship, Trials and VMI are achieved. Building connections with Accounting, Supply Chain Management, Quality and IT are required for each location to enhance and establish processes
  • Coordinating the administration associated with the customer relationship such as credit holds, shipping releases, accounts receivable items, sales order acknowledgments, as well monitoring of “make-and-hold” or other commercially driven finished goods. This also includes the audit systems of these processes to insure they meet internal and external standards/rules
  • Monitoring our demand management system. This includes input on the development of processes, standard operating procedures, and linkage to manufacturing. Weekly analysis and follow- up with the commercial organization to insure appropriate matching of available demand and capacity to meet and exceed our business plan (volume and mix). Close coordination with all disciplines is required as well as excellent system view and problem solving skills
  • Soliciting and acting upon specific feedback to improve linkages with customers, engaging in cross-functional teams, and provide assistance as appropriate. The Supervisor must establish rapport with Marketing Representatives, Account Managers, and CSSRs
  • Bachelor’s degree in finance, accounting, information systems, industrial engineering, supply chain management, business administration, or other business-related degree from an accredited institution
  • A minimum of 5 years of related experience, including experience in a complex & analytical role in a manufacturing industry
  • Quantitative skill-set with demonstrated ability to work in a fast-paced, complex environment
  • Comfort using multiple complex computer systems simultaneously
  • Comfort analyzing data from multiple sources in multiple formats
  • Ability to utilize data to draw business-level conclusions with a focus on driving high-level decision-making
  • Prior experience leading others, either in the capacity as supervisor, or on a project-based team
  • Prior experience leading change through broad, multi-department process management
67

Customer Service Supervisor Resume Examples & Samples

  • Provide training/mentoring to other team members, as needed (e.g., new-hires, refresher training)
  • Demonstrate understanding of internal/external factors that may drive caller questions/issues (e.g., recent plan changes, mass mailings, call directing/rerouting, weather emergencies)
  • Identify and coordinate internal resources across multiple departments to address client situations, and escalate to appropriate resources as needed
  • Utilize appropriate knowledge resources to drive resolution of applicable questions/issues (e.g., websites, CRM tools, knowledge bases, product manuals, SharePoint)
  • Identify and communicate steps/solutions to caller questions/issues, using appropriate problem-solving skills and established guidelines, where available (e.g., workarounds, descriptions of relevant processes)
  • Offer additional options to provide solutions/positive outcomes for callers (e.g., online access to relevant information, additional plan benefits, workarounds for prescription delays)
  • Make outbound calls to resolve caller questions/issues (e.g., to callers, providers, brokers, pharmacies)
  • Demonstrate knowledge of applicable health care terminology (e.g., medical, dental, behavioral, vision)
  • Demonstrate knowledge of applicable products/services
  • Ensure compliance with applicable legal/regulatory requirements (e.g., HIPAA, state/regional requirements)
  • Demonstrate knowledge of established workflows and support processes (e.g., available resources, internal/external business partners, points of contact)
  • Demonstrate knowledge of relevant internal processes impacting caller issues (e.g., claims processing, auto-adjudication)
  • Identify inaccurate/inconsistent information found in systems/tools, and communicate to appropriate resources
  • Communicate common problems/questions presented by callers to appropriate Subjects Matter Experts, to drive continuous improvement
  • Review/analyze phone support data/metrics and communicate patterns/trends to internal stakeholders, as needed (e.g., leadership, Subject Matter Experts, business partners)
68

Customer Service Supervisor Resume Examples & Samples

  • Minimum of three (3) years of experience in the financial services industry is required. A minimum of three (3) years of experience in a customer service call center environment with at least one of those years serving in a leadership capacity will be accepted in lieu of three years of experience in financial services
  • Experience in a leadership capacity preferred
  • Experience in Customer Service preferred
  • Analytical, with an ability to identify and resolve problems
  • Well organized, paying close attention to detail
  • Ability to manage multiple priorities in a timely manner
  • Operates effectively in a team environment as well as independently
  • Proficient with Microsoft Office products (e.g. Word, Excel, Outlook, Powerpoint, etc.)
  • Proficiency with Black Knight Mortgage System preferred
  • Proficiency with Avaya or Call Center Management System preferred
69

Customer Service Supervisor Resume Examples & Samples

  • 3+ years of Customer Service experience analyzing and solving customer problems
  • 1+ years of experience with Windows PC applications (this includes the ability to learn new and complex computer system application)
  • Ability to send emails and use calendar within Microsoft Outlook
  • Ability to manipulate and track data within Microsoft Excel
  • Hours of operation 6:00 am to 8:00 pm M-F, with weekends, overtime and holidays as needed
  • 1+ years of Management experience managing a team of 20+ individuals
70

Customer Service Supervisor Resume Examples & Samples

  • 3-5
  • Extensive experience working on E-Commerce platforms
  • Excellent PC software and systems experience - SAP preferred
  • Strong Microsoft Office skills (Excel, Powerpoint, Word)
  • Must be able to manage multiple tasks and priorities simultaneously
  • Excellent communication, interpersonal and organizational skills
  • Previous experience in the outdoor industry and knowledge of Ecommerce distribution channel is preferred
  • Self-directed - must have initiative and be resourceful
  • Customer focused
  • French/English bilingual
71

Customer Service Supervisor Resume Examples & Samples

  • Be a leader for a team with a minimum of 23 employees
  • Use Excellent Communication and Analytical skills to drive performance
  • Provide regular feedback, identify coach opportunities and manage the team’s progress meeting all metrics
  • Random / Quality Sweeps: Daily random calls into the office to get the overall pulse of the service the team is providing. General feedback is provided to the office in terms of the results. If an operator needs individual attention, feedback is provided with applicable coaching
  • Train all new Methods and Procedures
  • Review Governance Process/Compliance
  • Test Call Process: Includes review and feedback for all Internal and External Test calls (Mystery Calls)
  • Customer Complaints: Talk to customers when applicable, review call(s) with associates and document findings and results of discussions with the customer and associate(s) in the Customer Care Database
  • Voucher preparation
  • Real Estate – submit WOW tickets and address other building issues (Infrequent)
  • DEPC responsibilities where applicable (largest tenant in building)
72

Customer Service Supervisor Resume Examples & Samples

  • Coordinates the management of finished goods inventory of all blood components at assigned locations
  • Manages finished goods inventory to meet customer needs with minimal product loss
  • Demonstrates the ability to respond quickly to changing customer demand for blood products
  • Communicates requirements by group and type to ensure supply chain response
  • Communicates requirements for make-to-stock products to established stocking levels. Coordinates with collections and manufacturing for inventory of make-to-order items
  • Coordinates transfer/return process to increase product usage efficiency
  • Coordinates finished goods shipments from production site to divisional customers. Maintains stocking levels at regional sub-centers from production site
  • Supervises the fulfillment of customer orders in assigned locations
  • Adheres and enforces order fulfillment strategy as directed by region. Ability to manage critical situations and devise alternative solutions. Respond and resolve customer concerns and implement corrective actions
  • Responsible for operational compliance for all areas of responsibility
  • Ensure staff consistently follows established procedures and workplace is in state of control and regulatory compliance
  • May act as lead for suspect product management process
  • Manages customer concern/complaint process in accordance with applicable procedures
  • Provides effective leadership in recognizing, rewarding and motivating staff that leads to high-performance. Responsible for the supervision of the order entry staff including, but not limited to, hiring, training, coaching, evaluating and disciplining to ensure a well-qualified team. Apply sound Human Resources Management practices, tools, systems, and guidelines. Promote an environment of learning; provide and support staff development opportunities
  • Develops and maintains staff schedules to ensure adequate coverage while staying within organizational expenses. Performs employee payroll reviews
73

Customer Service Supervisor Resume Examples & Samples

  • Supervises team that receives requests for price quotations, purchase orders, order changes, adjustments, and cancellations directly from customers
  • Energizes and motivates team through positive reinforcement of customer service goals and objectives
  • Identify the developmental needs of the team then provide coaching and mentoring to improve their knowledge or skills. Helps team members develop problem solving skills and management of daily activities
  • Assist Customer Service Manager in achieving overall objectives in creating superior customer service. Communicate successes, opportunities and solutions to the Customer Service Manager
  • Maintains good relationships with other departments to enhance the customer experience and increase overall functionality of the group. Key departments are shipping, finance, ISC and marketing/sales
  • Proactively provide alternative solutions and use problem solving tools to meet customer requests. Encourages this behavior with team members and coaches them on solutions
  • Participates in a culture of continues improvement and encourages team to do the same by actively participating in HOS
  • Develop and follow standard work and policies to ensure a continues efficient level of customer service
  • Maintain and expand knowledge base on current and new products and operations
  • Use SAP to retrieve customer information, stock status information, and the status of purchase orders
  • Provide price quotations and process customer orders as required
  • Track and record metrics for Tier board
  • Other responsibilities as assigned
74

Customer Service Supervisor Resume Examples & Samples

  • Excellent written and verbal communication skills with ability to communicate complex technical details to non-technical audiences
  • Degree in computer science, networking, application development or equivalent Information Technology (IT) work experience
  • Ability to write basic queries using SQL (Structured Query Language)
  • Experience working in the hospitality industry preferred
  • Experience with Oracle/MICROS point of sale products a plus, specifically experience with Simphony 1 or 2
75

Customer Service Supervisor Resume Examples & Samples

  • Treat all complaints with the outmost urgency and ensure that will be promptly investigated and if corrective action is required will be forwarded to the required Manager for correction action and immediate feedback
  • Provide direction and leadership to subordinate and peers on all on train complaints regarding Customer service delivery
  • Ensure that a program is developed and in place to track, monitor complaints on the competence of Ambassadors and Train Operators
  • Be responsible of the Performance Management Program reviews (staff reviews) with direct reports
  • Compile weekly and monthly reports on Customer complaints and will distribute as required
  • You hold a Secondary school degree
  • You possess at least one (1) years of experience in a similar position
  • You have a background in Customer service and handling Customer complaints positions
  • Your customer service, interpersonal and teamwork skills are strong
  • Your English communication skills are excellent
76

Customer Service Supervisor Resume Examples & Samples

  • Directly supervise 12-14 employees in the Smart Energy Center of Excellence (Atlanta)
  • Carries out supervisory responsibilities in accordance with the organization's policies, standard work procedures and applicable laws
  • 3 or more years of experience supervising/managing a customer support center
  • Experience supervising/managing in a call center environment highly preferred
  • Familiarity with Microsoft Office and Salesforce.com
  • Ability to effectively lead, influence and communicate across all levels of the organization from the frontline customer facing CSR to the senior leadership in highly matrixed organization
  • Strong consultative project management and organization planning skills Strong analytical skills of complex financial scenarios
77

Customer Service Supervisor Resume Examples & Samples

  • Responsible for supervision of call center employees to assure productivity, quality, and timeliness of work in the completion of assigned projects and departmental goals
  • Assist with or conduct training to keep team updated on changes that may occur in information or procedures
  • Perform tasks to assure service level and quality requirements are met
  • Assume supervisory responsibility for department tasks and call center activities
  • Interview and recommend hiring and promotion of call center staff
  • Monitor staff quality and performance and provide feedback and coaching as appropriate
  • Complete employee performance assessment at end of year and assignment
  • Respond to CSR's when needing assistance on locating appropriate scripts to better address the callers questions or concerns
  • Maintain a current understanding of the GDIT and DMCS standard operating procedures, processes and Program policies
  • Utilize scripts, standard operating procedures, and training materials to respond to DMCS inquiries in a courteous, timely and professional manner
  • Provide accurate responses and documentation of inquiries and complaints from DMCS customers
  • Adhere to the Privacy Act as it relates to the confidentiality of information received Continually look for and suggest process improvements, which will benefit GDIT and our customers (internal and external)
  • Report problems that occur to the appropriate person and assist with resolution
  • Adhere to and support service level metrics that includes schedule adherence, average handle time, response accuracy and quality metrics
  • May be required to work some GDIT or Federal holidays
  • Overtime may be required
  • Six months supervisory or leadership experience required
  • Minimum two years customer service or call center experience
  • Experience working on DMCS contract or in similar customer service environment required
  • Must have demonstrated oral and written communication skills in English
  • Must have demonstrated excellent interpersonal and leadership skills
  • Ability to organize self-assignments as well as those of others
  • Ability to prioritize and recognize tasks to meet contract standards
  • Must be able to prioritize multiple tasks dependent on call center needs
  • Must be able to track and report individual and team information
  • Applicant will be required by contract to undergo program update training as student financial assistance programs change, as well as required GDIT employee training
  • Applicants must not be in default status on a federal student loan
  • Federal security clearance (through the DMCS contract) required
78

Customer Service Supervisor Resume Examples & Samples

  • Bachelor's degree in healthcare, business or a related field - may possibly consider equivalent recent experience in lieu of degree, depending on the type of job experience and number of years
  • A minimum of two years of current customer service/call center experience, preferably in a healthcare or insurance environment
  • At least one year of additional current experience as a supervisor or lead role
79

Customer Service Supervisor Resume Examples & Samples

  • Three years of experience independently responding to and resolving inquiries, complaints, and client/customer service issues
  • One year of experience as a lead worker or supervisor performing the following tasks; interviewing, hiring, training, assigning, and directing work and evaluating staff or volunteers
  • Ability to efficiently use a personal computer and applicable software to successfully perform the essential job functions of the position
  • Experience working within an electronic workflow environment
  • Experience using scanning software and tools
  • Ability to provide high quality customer service with attention to detail with a focus on quality and productivity
  • Ability to work with a diverse group of people and communication styles
  • Ability to communicate information both oral and written, without personalizing the interactions
80

Customer Service Supervisor Resume Examples & Samples

  • Leads a team of approximately 20 employees
  • 3-5 years of supervisory experience in a customer service Call Center environment
  • Prioritize tasks and time management skills
81

Customer Service Supervisor Resume Examples & Samples

  • Supervise a team of 10-15 customer service team members in our Call Center
  • Ensure clear, consistent communication between internal StubHub teams and Outsource Partnerships Responsible for mentoring team members and promoting individual development Promote a positive teamwork enriched environment with increased employee satisfaction Collaborate with other teams
  • Partner with customer operations and sales to meet company goals, respond to escalations, improve processes, and adhere to company guidelines
  • Address individual needs through coaching and teaching to improve learning and enhance performance
  • Encourage and promotes decision making and accountability at all levels
  • Empower teams to achieve goals by providing resources, training, responsibility and authority Drive strong team quality performance by conducting pre-calibrations, partnering with Quality Assurance, attending calibration sessions and coaching team members
  • Demonstrate customer focus by seeking out, understanding, and responding to the needs of internal and external customers
  • Appropriately give and be open to receive feedback to/from team and coworkers Actively work to remove barriers to team effectiveness
  • Be attentive to and work to understand the views of others
82

Customer Service Supervisor Resume Examples & Samples

  • Works with assistant supervisors to ensure all new associates are trained; performance is monitored and guidance is provided on performance improvement
  • Prepares and administers annual performance appraisals and IDP’s
  • Leads change initiatives
  • Recommends procedural changes and actively seeks to improve Customer Service Quality Management System with the goal of improving current practices and procedures
  • Minimum of two- four years Customer Service experience and successful achievement of all previous job objectives
  • Prior supervisory experience
  • Ability to work independently in a multi-division, fast paced environment
  • Ability to multi-task and work well under pressure
  • Attention to detail and excellent organizational and time management skills
83

Customer Service Supervisor Resume Examples & Samples

  • Monitor Customer Service Representatives for quality assurance and efficiency
  • Assist Customer Service Representatives with any Cardholder issues in order to ensure prompt and satisfactory resolution, including call escalations
  • Train and coach a team of customer service representatives
  • Answer inbound customer service phone inquiries during periods of high call volume related to InComm (ATM, Visa and others)
  • Provide timely, accurate and courteous responses to a number of FAQs
  • Receive Cardholder Visa Card registration calls and order Visa Cards via the Customer Service website, as needed
  • Perform basic Cardholder Customer Service functions in an accurate, timely and courteous manner
  • Process various customer related tasks relating to Lost/Stolen Cards, forgotten PINs, chargebacks, disputes, potential fraud, etc
  • Meet reporting requirements as designated by InComm Management
  • Enforce daily activity of call center policies and procedures
  • Staff Administration duties: work schedules, attendance and performance monitoring, staff discipline, payroll data collection and verification, interviewing, terminations, etc
  • Perform yearly reviews and evaluations
  • Other tasks and responsibilities as assigned
  • Position involves the ability to work at a desk while using a telephone and computer to talk and correspond with customers, employees, and various levels of Management
  • Computer fluency is required, including knowledge of Microsoft Office and the Internet
  • Must possess strong analytical, interpersonal, organizational, and time-management skills
  • Ability to maintain a very high level of confidentiality and professionalism in working with new and existing staff
  • Our CallCenter is open 24/7, shift flexibility is needed
  • Must be able to handle multiple tasks while working independently, as well as, interact well with others
  • 4 years customer service experience with at least 1 year in a supervisory role required
  • Experience Supervising a minimum of 10 or more employees
  • Familiar with HR and EEOC policies
  • Financial Card (ATM, Visa, etc.) customer service experience a strong plus
  • Must successfully pass a criminal background and consumer credit check, drug screen may also be required
  • Must possess a strong desire to provide superior customer care
  • High school diploma or equivalent required; Bachelor’s Degree preferred
  • This position is eligible for the Employee Referral Bonus Program
84

Customer Service Supervisor Resume Examples & Samples

  • Build relationships with Plant staff, faculty, staff, and students
  • Receive service requests via phone calls, emails, and on-line submittals
  • Dispatch technician to respond to serve calls
  • Create, enter data, and close work orders
  • Work with the Plant foreman to maintain an accurate work order backlog
  • Provide information to Plant and University personnel in times of crisis
  • Work closely with the SRC foreman in developing programs to facilitate communication with the Campus
  • High School or equivalent
  • One (1) year of call and customer service experience
  • Must be able to interact and possess communication skills with individuals at all levels of organization, as well as clients, vendors, and sub-contractors
  • Attention to detail is required
  • Must possess flexibility towards work assignments and be a team player
  • Must be able to understand and carry out oral and written instructions and to communicate effectively in writing
  • Possess motivation and initiative to perform assigned duties with a minimum of direct supervision
85

Customer Service Supervisor Resume Examples & Samples

  • Supervising day-to-day INTL Customer Service operation / delegating work assignments
  • Supervising the day-to-day FedEx Next Flight Out operation / delegating work assignments
  • Solving / communicating problems for shipments that have not been exported yet
  • Handling low level personnel issues
  • Responding to email coming in on mailto:ops-nyc@worldcourier.com Scheduling staff 24 x 7
  • Providing staff development with recurrence training
  • Assisting sales with business development
  • Handling customer complaints
  • Monitoring high profile shipments
  • Performing quality checks on shipments
  • Handling problems with foreign offices
  • Reviewing job files, by completing job checklist
  • Provide leadership and direction o Ensure optimum productivity
  • Proficiency in World Courier systems (WorldSTAR, BioSTAR, OpSTAR, OptiView, etc.)
  • Run a safe, clean and harassment free environment
  • Professional conduct and role model for the dept
86

Customer Service Supervisor Resume Examples & Samples

  • Supervising day-to-day International Customer Service operation / delegating work assignments
  • Provide leadership and direction to Ensure optimum productivity
  • Preferred: Proficiency in World Courier systems (WorldSTAR, BioSTAR, OpSTAR, OptiView, etc.)
87

Customer Service Supervisor Resume Examples & Samples

  • Bachelor’s Degree or higher in Logistics Management, Business Administarion or related field is preferred
  • 5-8 years’ experience in supply chain management specifically in warehousing, logistic and I/E operation, especially for delivery to overseas countries
  • Experience of SAP operation, international shipment documentation, Ocean/Land/Air freight, and other I/E processes
  • Good understanding in Logistics system, Warehousing Management, Vendor Management, Import & Export Handling Process
  • Good knowledge in ERP/SAP system and computer literacy (Excel)
  • Good command of English Language in verbal and writing
  • Problem solving, communication skill and analytical thinking
  • Able to work in Samutsakorn Plant. Click to see inGoogle Map !!!
  • LI-CL1
88

Customer Service Supervisor Resume Examples & Samples

  • Minimum Acceptable Experience Level: Experience in leading and supervising
  • Knowledge, Skills, and Abilities
  • Previous experience with WOW, GMMS, and Maximo software
  • Previous out of home country experience is highly desirable and previous work experience in harsh environmental conditions is a plus
  • Experience working with PAE
  • Knowledge of principles and processes involved in supporting contract responsibilities at an overseas facility
  • Experience providing excellent customer services
  • Ability to work in a fast-paced environment that requires handling multiple tasks at a given time and rapidly adapting to changing priorities and schedules
  • Cross-cultural sensitivity with an international perspective
  • Expert computer skills, specifically in Microsoft Word and Excel
  • Ability to become an active and functioning member of a team
  • Must have the ability to be innovative and be an agent for change
89

Customer Service Supervisor Resume Examples & Samples

  • Leadership and people management of a Team of Customer Services Coordinators
  • To manage the activities of Customer Services to deliver high standards of Customer Service
  • To ensure operating standards are measured, reported and reviewed in line with the agreed CS metrics
  • To identify areas of improvement and implement the required action plans to address
  • To provide support, coaching and development of all members of staff
  • To set objectives in line with the Customer Service Strategy and conduct reviews in line with PMO criteria
  • To initiate personal development plans for all members of the team and measure progress
  • To ensure integration of Customer Services into the business and support activities that grow sales
  • To lead and manage change with the team in systems, processes, culture and vision
  • To identify key talent in the Customer Services Team and create the appropriate PDPs
  • To maintain key relationships with all appropriate internal departments that impact Customer Services
  • To maintain product and market knowledge that impacts Customer Services and adapt
  • To represent Customer Services where appropriate on cross functional teams and/or Projects
  • To represent Customer Services at Customer Review Meetings as and when appropriate
  • To support Customer Services Manager in the development and execution of the Customer Service
90

Customer Service Supervisor Resume Examples & Samples

  • Advance best in class Customer relations via Quality, Delivery, Innovation and Responsiveness
  • Key Contributor to TEOA Strategy, Process Transformation, Performance Improvement Management, Talent Development and Mind-set & Culture
  • Lead Tier 2 Accountability meetings and contribute to Tier 3
  • Develop, Coach & Mentor Team Members via Gemba walks
  • Support & or facilitate classroom, small group & or 1 on 1 training of Team Members
  • Manage high level account requirements: Customer Master and ZVUNLOADI