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Supervisor/team Lead/quality Development/customer Service Associate Resume

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St Petersburg, FL

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PROFESSIONAL SUMMARY:

Highly successful call center operations leader with experience in managing and mentoring teams, quality development, and customer service. Recognized for creativity, adaptability, change leadership, interpersonal skills and finding solutions to problems efficiently and effectively to exceed organizational goals. Proven ability to lead and mentor teams.

PROFESSIONAL EXPERIENCE:

Confidential, St. Petersburg, FL

SUPERVISOR/TEAM LEAD/QUALITY DEVELOPMENT/Customer Service Associate

Responsibilities:

  • Assist in the formulation of targets for individuals and teams
  • Provide coaching and feedback for performance improvement
  • Hire and onboard new employees
  • Answer questions from staff and provide guidance and feedback
  • Anticipate escalation and take over calls when needed
  • Devise ways to optimize procedures and keep staff motivated
  • Measure performance with key metrics
  • Ensure adherence to policies for attendance, established procedures etc.
  • Keep management informed on issues and problems
  • Prepare monthly/annual results and performance reports
  • Inbound calls in a high volume call center

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