Customer Service Supervisor Resume Profile MT - Hire IT People

Qualifications Profile

Project/People Manager with proven track record of exceeding customer expectations. Highly accomplished Business Analyst and Six Sigma Black Belt with extensive process improvement experience. Established competence in building and leading teams to develop and implement quality initiatives in customer service and product development.
Demonstrated expertise in translating customer needs into business requirements, increasing customer service while decreasing costs.
Provided strategic leadership for process development teams, identifying trends and instructing associates in statistically appropriate problem solving.
Ability to synthesize and summarize diverse ideas into a coherent approach, planning effective methods of improvement.
Proven track record of success in a self - directed work environment, utilizing the facility to communicate with all levels of an organization to achieve results.
Excellent technical skills and proficiency with Windows NT, Mac and Unix Operating Systems, Photoshop, Wordpress, MS Office including Access and Project, JMP, and Avaya CMS.

Professional Experience

Confidential

Work with iPhone users and other advisors to resolve issues regarding iOS devices. Meet or exceed all KPI's as provided. Work with senior advisors to properly escalate advanced issues.

Confidential

Customer Service Supervisor

Supervised 16 CSR's. Managed flow of inbound and outbound calls, emails and voicemails. Produced standardized and ad-hoc reports for upper management. Conducted QA for all CSR's. Coached reps on attendance, performance, quality and professionalism.

Confidential

Process mapped business from initial customer contact to completion of event.
Managed several company wide project initiatives
Re-wrote Employee Manual.
Highlighted superior customer service as evidenced by 100 return business.

Confidential

Assistant Program Manager

Met expectations of all aspects of Adams Center Ticket Office. Handled high volume of phone calls while maintaining a high level of service. Completed daily deposits, handled cash and complete daily reports.

Confidential

Promoted from Customer Service Management positions to serve as Black Belt Project Manager for Amazon.com, an e-commerce company with 5000 employees.
Lead cross-functional teams of subject matter experts in developing and implementing projects to eliminate defects and reduce process complexity. Oversee collection and analysis of data necessary to drive decisions and make recommendations. Communicate project plans updates to senior management, managing timelines and resources effectively. Ensure consistency between customer needs and process initiatives.
Lobbied successfully to reduce departmental planning groups from 35 to 25 by executing measures to reduce complexity and redundancy.
Researched and identified opportunities to improve Customer Service Quality Assurance scores through targeted training.

Customer Service Project Manager

Improved project initiation schedules through creation of templates for project management documentation, training, and support.
Enhanced customer service by introducing specialty groups to handle high value products and escalated customer issues.
Developed a procedure to deliver accurate product information efficiently to Customer Service representatives.
Hired and trained Customer Service representatives, Fulfillment Center associates by developing curriculum and coordinating appearances of vendors.

Customer Service Supervisor

Directed team of up to 30 Customer Service associates, responsible for managing incoming email and telephone contact volumes within Service Level Agreements. Hired and fostered employee development, motivating team members to achieve their goals in a period of intense company growth.
Managed attendance and performance of the Customer Service team, engendering respect for attention to quality and productivity.
Centralized departmental work force planning.
Established goals and career plans with each employee, enabling placement of all senior team members in positions of their choice upon promotions.

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Customer Service Supervisor Resume Profile

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