I am looking to further my professional career with an executive level management position in a reputable organization. I am also seeking to diversify my skills into another industry and as part of a larger organization.
Paragould, AR 72450, USA
April 2021 - Present
As a customer service supervisor, my duties include, but are not limited to: overseeing and assessing customer service staff activities, and providing them with regular performance-related feedback; monitoring daily activities of customer service operations; assisting customer service staff with duties when required; handling escalated customer service issues, analyze data and statistics, training supervisors on how to adequately manage their staff, ensure quality assurance on agents phone calls throughout their shifts.
January 2020 - Present
Addressed all customer needs and concerns quickly and effectively, handled all accounts for the business, handled recruiting and advertising, increased sales by 10%, trained all new staff coming in, handled all discrepancies regarding the accounting of the business, led a team of 15, handled all payroll.
March 2021 - July 2021
Managed a team of agents for the CDC contact center regarding Covid-19 Vaccinations and Questions. Call monitoring, payroll, coaching, team huddles. The project ended resulting in Lay-off.
July 2020 - March 2021
Assist external users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems. Troubleshoot basic and routine customer issues that are technical in nature concerning Apple products; including hardware, software, networking, or other designated client products. Follow an appropriate escalation path to resolve technical issues. Chat with up to three customers at once.
February 2018 - August 2020
Educated with CLC, settlements, charging, editing, etc. Handled customer care cases. RFP response and group sales experience. Knowledgeable of brand standards. Ensured shifts are properly covered, managed schedule of employees. Knowledgeable of the demographics of
Florence and exits 160 and 164. Handle the progressive disciplinary system. Handle terminations and hiring. Trained all new staff.
August 2019 - July 2020
Assist external users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems. Troubleshoot basic and routine customer issues that are technical in nature concerning Apple products; including hardware, software, networking, or other designated client products. Follow an appropriate escalation path to resolve technical issues, including making follow-up outbound calls to customers or other parties as needed. Solve problems that are generally unstructured and require extensive use of conceptual thinking skills. Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) Greet customers in a courteous, friendly, and professional manner using agreed upon procedures. Listened attentively to customer needs and concerns; demonstrate empathy while maximizing the opportunity to build a rapport with the customer. Clarified customer requirements; probe for understanding. Prepared complete and accurate work including appropriately notating accounts as required. Participated in activities designed to improve customer satisfaction and business performance.
2006 - 2007