Customer Care Supervisor Resume Jacksonville Fl - Hire IT People

SUMMARY

Promoted to a Customer Care Group Leader/ Supervisor in a high call volume contact center to train and supervise 25+ customer service reps and cashiers.
Fourteen years of Customer Service experience in the Utility Industry including eight years developing customer solutions
Know Union Contracts and regulations in for several union contracts
Business Anaylst assist - New Billing System Conversion Project
Business Anaylst assist- Confidential .com project
Assisted in developing new Call Quality guidelines and call m onitor sheet
Five years as a Customer Service Specialist in Research and Billing verifying accuracy and basis for billing charges and adjusting.
Supervised branch office Confidential all locations including scheduling, opening, closing, daily deposits, balancing employees’ banks Confidential closing.

TECHNICAL SKILLS

CC&B, MDMS, FMS, Variant, Oracle, and Microsoft Office, Excel, Word, Power point, Data Warehouse, Visio

PROFESSIONAL EXPERIENCE

Confidential, Jacksonville Fl

Customer Care Supervisor

Responsibilities:

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 Confidential (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, chargeback's, disputes, potential fraud, etc.
Meet reporting requirements as designated by Confidential Management.
Enforce daily activity of call center policies and procedures.
Perform yearly reviews and evaluations.

Confidential

Customer Care Assist

Responsibilities:

I assisted customer with internet set up, troubleshooting internet connection, assisted with email issues and escalations thru complete resolution
High volume call Center inbound/outbound for complete problem resolution.

Confidential, Jacksonville FL

Customer Care Group Leader/Supervisor

Responsibilities:

Trains, schedules, assign, direct, reviews, and evaluate the work of subordinates.
Recommends policies and procedures to facilitate work processes and accomplish unit activities.
Identified systematic issues and worked with the BA team for resolution
Implemented a training program for Customer Care Consultants for constant changes
Develops solutions to customer complaints concerning services and billing and answers difficult inquiries received by telephone, correspondence, or in person.
Researches special topics, projects, problems, and prepares then presents written or oral report on findings.
Composes replies to inquiries and complaints verbally and/or written
Interprets laws, rules, regulations, and policies for the purpose of answering inquiries, resolving complaints, or to resolve work related problems.
Prepares, assembles, and processes forms, applications, and related materials for appropriate disposition; monitors submission deadlines, and timeframes.
Verifies accuracy and basis for billing charges.

Confidential, Jacksonville, FL

Customer Service Specialist/Team Lead

Responsibilities:

Responsible for providing administrative support work in planning, directing, and monitoring the work of customer service activity, responding to customer complaints and inquiries, utilizing the knowledge of billing procedures and operations.
Supervising subordinates training, scheduling, assigning, monitoring, reviewing, and evaluating their work. Recommending policy and Procedure changes to facilitate work processes to accomplishes unit goals.
Researching special topics, projects, problems, and accuracy as well as submission deadlines.
Preparing and presenting written or oral reports and Resolving and replying to customer inquiries and complaints orally and written.

Confidential, Jacksonville, FL

Customer Care Consultant

Responsibilities:

Responsible for developing solutions to customer complaints concerning services and billing by answering difficult inquiries received by telephone, in person, or correspondence.
Handle customer payments/transactions up to 50+ customers per day and $150,000 Cash/check payments
Daily deposits/balancing
Open/Close Branch offices when needed, scheduling, handle customer complaints Confidential a higher level.