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Call Center Supervisor Resume

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Lawrenceville, GA

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SUMMARY:

  • Call Center Supervisor to a team of 22 Call Center Reps
  • Provided Coaching and Training for call center Reps
  • Drafted schedules for call center reps
  • Drafted policy and incentives for call center reps
  • Over 20 years of call center and customer service experience
  • Over 10 years of management/supervisory experience in a call center environment

TECHNICAL SKILLS:

  • 80 wpm
  • Microsoft XP
  • Microsoft Office Suite
  • AS400
  • PeopleSoft
  • Xtend Telephone Operations
  • 10 - key
  • Multi-Line Phone Systems
  • Customer Service
  • Payroll
  • Scheduling
  • Supervisory Skills
  • Moderate Spanish
  • 10
  • 800ksph
  • Lotus Notes
  • Training and Mentoring

PROFESSIONAL EXPERIENCE:

Confidential,Lawrenceville, GA

Call Center Supervisor

Responsibilities:
  • Assist ed in the formulation of targets for individuals and teams
  • Hiring and onboarding new employees
  • Answering questions from staff and providing guidance and feedback
  • Devise d ways to optimize procedures and keep staff motivated
  • Ensure adherence to policies for attendance, established procedures etc.
  • Ke pt management informed on issues and problems
  • Prepare monthly/annual results and performance reports

Confidential, Atlanta GA

Senior Tech Advisor/Supervisor

Responsibilities:
  • Took inbound escalated Apple customer calls in need of technical assistance
  • Took calls from Tier 1 advisors in need of escalated assistance
  • Took ownership of ongoing customer issues to ensure successful resolution
  • Worked with new advisors as a mentor, and monitored their live calls and provided QA feedback

Confidential, Atlanta GA

Patient Access Representative

Responsibilities:
  • Obtain patient demographic and insurance information via phone
  • Schedule radiology procedures with patients and doctor’s offices
  • Provide Patients with exam information
  • Order Entry
  • Assist with workflow as necessary

Confidential,Atlanta, GA

Member Care/ Call Center Supervisor

Responsibilities:
  • Perform appropriate account maintenance, updates, education on insurance benefits and coverage, and payment processing to assist customers
  • Disseminate information to customers on a variety of related topics regarding the customer's insurance benefits using training materials, handouts, and online tools
  • Researches and resolves various customer disputes and inquiries with the intention of satisfying all customer requests and resolving all customer disputes
  • Assist agents with calls. Take escalated calls from clients. Assist with training and call quality.

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