Customer Care Supervisor Resume
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SUMMARY:
- More than 11 years of direct and indirect customer service experience
- Possess solid computer skills
- Proficient in Microsoft Outlook, Word, Excel, and ICOMS
- Train, motivate, coach, and lead customer care agents
- Resolve escalations from consumers
- Results driven self - starter
- Experience in presenting information and responding to questions from leadership
- Knowledgeable of workforce applications and planning procedures
- Projects- ICOMS upgrade, Digital Phone WOA, IVR Testing, PIVOT, and DCI/MAXX conversion
EMPLOYMENT:
Customer Care Supervisor
Confidential
Responsibilities:
- Manage Team of 10-15 agents
- Build Trust and rapport
- Goal Setting
- Interview potential candidates for hire
- Resolving Conflict
- Motivating Others
- Driving Change
- Delegating
- Retaining/Developing Talent
Customer Care Lead
Confidential
Responsibilities:
- Resolve supervisor escalations
- Aid call center agents in addressing customer concerns
- Coach Tier 1 agents towards improving customer experience and data entry within various systems
- Aid in training and monitoring procedures
- Provide supervisor support
- Performance reports identifying different behaviors
Confidential
Workforce Specialist
Responsibilities:
- Key performance indicators-productivity and compliance
- Knowledgeable of workforce applications/technologies
- Basic understanding of planning procedures
- Basic knowledge of forecasting
Customer Care Representative/Advocate
Confidential
Responsibilities:
- Resolve customer concerns regarding their account
- Client retention
- Right size customer accounts with Confidential products and services
- Aid consumers with trouble shooting television, phone and internet service
- Aid training department in facilitation of new hire classes
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