Customer Care Supervisor Resume Sample
Demetris Prohaska
6122 Adams Turnpike,
Chicago,
IL
+1 (555) 115 1245
Work Experience
Customer Care Supervisor
12/2015
-
PRESENT
Phoenix, AZ
- Monitors the Customer Care Representative’s telephone calls and reviews quality assurance data and scores and other transaction records to evaluate performance, analyze trends, provide constructive feedback and recommend training needs
- Set goals for Representatives’ career growth and development
- Partner with Managers to develop contests, awards and themes that increase Representatives’ morale, loyalty and engagement
- Liaison to other areas of the business such as Sales, Rx Lab, Shipping, Operations, Warranty to ensure that there aren’t bottlenecks and the highest level of service is being provided to our Customers and Dealers
- Analytical Thinking - Analyzing and interpreting statistical data, focusing on details, relating various pieces of information together, identifying trends, and understanding the reasons behind problems as well as successes
- Building Relationships – Effectively interacting with team members with diverse backgrounds and temperaments, demonstrating a genuine interest in team members, maintaining open lines of communication with team members and being an advocate for team members
- Coaching – Identifying performance problems and their solutions, communicating positive, as well as constructive feedback, adapting coaching style depending on the situation, providing feedback that is specific and constructive, and encouraging all team members in incremental performance improvement
- Decisiveness – Communicating expectations, quickly responding to situations, justifying decisions when challenged, and following through on decisions
- Problem Solving – Generating effective solutions to problems, considering unique aspects of situations, negotiating compromises, suggesting alternative solutions, and balancing business needs with customer needs
Customer Care Supervisor Iqos
04/2012
-
06/2015
Philadelphia, PA
- Communication – Convey written information clearly and effectively through both formal and informal documents. Convey information orally, in such a way that the recipient(s) comprehend the message
- Team Building – Setting clear and challenging goals for the team, generating enthusiasm and excitement, modeling exceptional work behavior, creating rewarding successes, providing help and resources to team members, and sharing the larger picture with team members
- Leadership – Ability to remain calm and professional during all situations; provide constructive feedback; able to inspire teamwork and respect in a non-threatening or non-intimidating manner. Act like a Leader, and not a Boss
- Work with team members to ‘own every customer’s experience to drive satisfaction and first contact resolution
- Coordinates new projects /KAVO-Spofa fusion, University Kerr Project/ -coordinating new articles, setting prices etc.
- Coaches, mentors, trains, and evaluates members, including direct reports’ annual performance reviews to include consistent development and feedback
- Assists department manager with supervising, interviewing, selecting, promoting, scheduling, training, motivating, evaluating and disciplining of assigned group of Customer Care Representatives
Customer Care Supervisor Loan Servicing
04/2007
-
11/2011
Dallas, TX
- Reviews telephone activity reports to develop objectives related to increasing the skill levels of Customer Care Representatives and to improve the productivity and customer service levels of the department
- Supervisory experience in a high-volume call center is requisite
- Maintains customer focus by handling all customer situations and recognizes opportunities to serve the customer beyond the customer’s expectations
- Responsible for customer interaction management to ensure successful daily outcomes across all teams including assigning work to ensure timely processing
- Supervisory experience in a high-volume call center is required
- Relevant experience Mortgage or hazard insurance
- Customer service or supervisory experience; increasing levels of responsibility
- Principles and processes for providing customer service, including customer needs assessment, de-escalation of conflict, meeting quality standards for services and evaluation of customer satisfaction
- Principles and methodology involved in performance management, leadership technique and coordination of people and resources
Education
Argosy University - Tampa Campus
2003 - 2007
Bachelor's Degree in Business
Professional Skills
- Effective presentation skills, strong organizational skills, time management and negotiating skills
- Demonstrated leadership skills, strong written and verbal communications skills, and the ability to meet established deadlines
- Strong problem solving skills, resourceful and demonstrates effectiveness in
- Demonstrate leadership skills including ability to effectively develop, coach and assist team members
- Excellent organizational skills and detail oriented with the ability to set priorities
- Excellent organizational skills and attention to detail: ability to prioritize demands and multi-task to compete daily objectives
- Excellent communication, analytical, problem solving and decision making skills
How to write Customer Care Supervisor Resume
Customer Care Supervisor role is responsible for customer, leadership, interpersonal, training, analytical, listening, microsoft, basic, organizational, languages.
To write great resume for customer care supervisor job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Care Supervisor Resume
The section contact information is important in your customer care supervisor resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Customer Care Supervisor Resume
The section work experience is an essential part of your customer care supervisor resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous customer care supervisor responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular customer care supervisor position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Care Supervisor resume experience can include:
- Excellent supervisory, team building, and coaching skills
- Demonstrate leadership and relationship skills by assisting management in driving change
- Effective interpersonal skills with comfort in delivering group presentations
- Strong problem solving skills and the ability to work with minimal supervision
- Strong managerial, and decision-making skills
- Demonstrated verbal, written and listening skills
Education on a Customer Care Supervisor Resume
Make sure to make education a priority on your customer care supervisor resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer care supervisor experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Customer Care Supervisor Resume
When listing skills on your customer care supervisor resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical customer care supervisor skills:
- Demonstrate strong coaching, interpersonal, and effective presentation skills
- Resolution management skills: ability to effectively resolve issues with customers and vendors in a timely manner
- Knowledge/Skills/ Competencies Professional verbal and communication skills required
- Proven leadership, coaching and providing feedback skills
- Excellent organizational, time management, customer service and problem-solving skills while working in an environment with frequent interruptions
- Ensure that Customer Care team has excellent communication, problem solving and professional phone/email etiquette skills for achieving customer satisfaction
List of Typical Experience For a Customer Care Supervisor Resume
1
Experience For Customer Care Supervisor/d Resume
- Strong technical, organizational, prioritization and management skills
- Conducts one-on-ones with each associate at least once a month to motivate associates to acquire proper skills, attitudes and knowledge
- Accurately and effectively handle large volumes of account set up, as requested
- Effectively communicates the department’s objectives on a regular basis to staff
- Demonstrated interest in personal learning and enhancing knowledge; confront unexpected circumstances as learning opportunities
2
Experience For Customer Care Supervisor Iqos Resume
- Collaborate with other departments (Order Processing, Sales, Category Management, Training) to provide optimal customer and employee experience
- Develop and implement an effective monitoring and coaching program designed to constructively identify and address performance
- Experience with computer applications, particularly large customer billing databases
- Public Relations --> General Knowledge of principles of effective communications, mass media, publicity, advertising, and community relations
- Relationship Building. Collaborates well with others. Builds effective business relationships
- Experienced in a High-mix/low-volume industrial manufacturing environments
- Utilize effective written and oral communication; communicate information in a clear, well-organized, and professional manner
3
Experience For Customer Care Supervisor, Loan Servicing Resume
- Strong initiative and ability to work autonomously
- Monitor business and process metrics to measure and manage Customer Care effectiveness
- Set priorities and perform simultaneous tasks
- Supervise staff of approximately 12-14 employees to meet departmental goals via appropriate allocation of workload and effective resource management
- Build strong relationships with other departments within Tesla to facilitate results
- Coaching, developing and leadership responsibilities
- Staffing, development and training of the customer care administrative personnel
4
Experience For Customer Care Supervisor Loan Servicing Resume
- Understanding of Wi-Fi, computer desktop, VPN, Internet processes and troubleshooting
- Understanding of strategic direction
- Understanding and comprehension of performance metrics and productivity reports
- Performing various administrative tasks inherent in the position
- Performing regular audits to calls and data
- Ensure the department is operating and adhering to JW policies and procedures supervising and assisting in work activity of other team members
5
Experience For Proactive Customer Care Supervisor Resume
- Technical understanding of call center systems supporting call reporting, quality monitoring, workforce management, etc
- Complete timely appraisals of all team members as demanded by performance; conducting coaching and counseling sessions as needed
- Provides feedback to employees regarding performance levels by monitoring and analyzing statistical reports
- Serve as product expert for developing and assisting department manager with coordination of training curriculum for current and new employees
- Identifies and resolves system and procedural problems by networking with other departments, participating on task forces, and recommending policy changes
- Meets sales budgets by establishing goals and incentives and motivating and instructing employees
- Assist with the acclimation of new Team Members by creating a welcoming environment and displaying an eagerness to help them succeed
- Consistently meets with individual Team Members for coaching meetings – to include setting new and following up on previously set goals
6
Experience For Technical Customer Care Supervisor Resume
- Broad knowledge consumer banking, preferably servicing checking, debit card, savings, CD, IRA, and trust accounts
- Responsible for interviewing, hiring and training Customer Care employees
- Follows set guidelines when reviewing and evaluating associates’ recorded calls for quality assurance
- Responsibility for interviewing, hiring and performance appraisals of team
- Partner closely with management and project team on setup of new site, including testing of new phones, computers, and system accessibly
- Responsible for the individual development and management of call center staff, ensuring efficient operations while focusing on employee engagement
- Responsible for the market evolution and differentiation of customer services offered in existing and emerging channels
7
Experience For Customer Care Supervisor Evening Shift Resume
- Ensure all content and training material is up to date and a training framework in place to coach stakeholders
- Weekly call listening with each team member to identify successes and coaching opportunities to drive continuous improvement
- Empower team members to achieve goals by providing resources, training, responsibility and authority
- Open to giving and receiving feedback to/from team members, peers and management
- Acts as liaison between staff and other areas, including management, all segments, provider teams, communicating workflow results, ideas, and solutions
- Assist and multi-task in a fast paced call center setting with constantly changing demands
8
Experience For Customer Care Supervisor With English & Bulgarian Resume
- Provides continuous training, coaching, and feedback to employees to maintain the highest service standards
- Review incoming/outgoing emails and provide peer feedback
- Assist the Provider Relations Manager in ensuring the Provider Inquiry Unit is adhering to stated service level agreements and HIPAA standards
- Compile and analyze data on a regular basis to find and report on trends that indicate existing and emerging service gaps
- Willingness and ability to adapt to changing departmental needs including but not limited to, schedule changes
9
Experience For Elavon Customer Care Supervisor Resume
- Provide feedback and coaching to assist in the development of the associates and ensure performance standards are being met
- Monitor account adjustments including: rebates, terming, recency pulls, PPP changes
- Commitment to teamwork, resolving conflicts productively, and developing long-term relationships
- Manage performance of a call center team, while keeping employees motivated and maintaining employee morale
- Highly proficient with desktop and web based applications including Adobe Acrobat Pro, MS Office, DocuSign and a quick study in learning new software
- Lead and work on cross-functional teams, including leading meetings with team supervisors, managers and senior management
- Advanced working knowledge of systems of record and processes and procedures utilized in area of responsibility
10
Experience For Customer Care Supervisor, Shanghai, E&ES, ACS Resume
- Ensures that we are continually providing excellence to our customers
- Ensures appropriate customer service training is conducted
- Utilizes the following equipment: Computer (PC and MIS), related software, calculator, fax machine, telephone
- Responsible for writing performance and merit reviews
- Creation of basic call center reporting
- Software System, Fiserv, Outlook, SoftCom, NICE Recording System, Basic Internet
- Timely reporting of expenses
List of Typical Skills For a Customer Care Supervisor Resume
1
Skills For Customer Care Supervisor/d Resume
- Excellent customer service and effective communication skills
- Excellent customer/client communication experience and skills (phone/email/live-chat) required
- Proven planning, organizing, time management and delegation skills
- Excellent analytical and problem solving skills and ability to implement changes driven by customer insights
- Assesses personal performance against established measures using strong analytical skills
- Excellent listening and analytic skills
- Strong PC skills-Word, Excel, Access, PowerPoint –FOCUS
- Proficient in Microsoft office suite Excellent organizational, written, and verbal communication skills
2
Skills For Customer Care Supervisor Iqos Resume
- Excellent communication, relationship and leadership skills are required
- Strong leadership skills which include but are not limited to
- Proven record of building and motivating strong teams, while being able to be proactive in developing new strategies to increase performance
- Professional, customer focused approach to completing assignments and representing Tesla with outstanding verbal and written communication skills
- O Dynamic leader with proven ability to build, grow and motivate teams with a strong track record of acquiring and retaining top talent
3
Skills For Customer Care Supervisor, Loan Servicing Resume
- Delegate, multi-task and work effectively in a high volume, fast paced environment while maintaining accuracy
- Supervisor experience with heavy emphasis on decision making, change management, and effective communication
- Prior contact center or order processing experience
- Proven ability to engage others and develop strong, positive working relationships
- Possess active listening skills and a keen ability to multi-task
- Possess a positive attitude and ability to effectively manage changing
- Negotiation skills and influencing
- · Basic computer and typing skills
- Prior customer service and/or customer interfacing experience
4
Skills For Customer Care Supervisor Loan Servicing Resume
- Demonstrated successful experience functioning in a lead capacity
- Coordinates and administers programs designed to develop associates’ skills and abilities and create an outstanding sales/service environment
- Project management skills (financial, analytical, planning and implementation)
- Demonstrated experience using MS Office
- Proven management experience and ability to motivate and inspire others
- Technical Skills – Learn and maintain product knowledge
- Builds and maintains strong business relationships with Customers to drive an extraordinary Customer experience
- Scrupulous with analytical skills, able to learn fast
- Actively walks the floor and coaches in the moment to enhance their team’s individual ability to effectively handle customer’s needs
5
Skills For Proactive Customer Care Supervisor Resume
- Effectively applies and enforces HR policies and practices, i.e., FML/EML, Attendance, Code of Conduct, and Disciplinary Guidelines
- Planning/organizing - prioritizes and plans work activities and uses time and resources efficiently
- Assists team in adjusting and responding to change, maintaining personal and team work effectiveness during changing or ambiguous situations
- Monitor and maintain Special Pricing Agreements between TSM’s and customers, including verifying and validating margins
- Hands on experience developing, implementing and running Customer Care / Call Centre operations
- Demonstrates Customer Obsession by seeking out, understanding, and responding to the needs of both internal and external customers
- Ensure that our agents are delivering a high-quality customer experience with each interactions by working with our monitoring team
- Self-starter who is comfortable taking the initiative and demonstrates curiosity in keeping ahead of customer service developments
- Experience supporting and planning work flows
6
Skills For Technical Customer Care Supervisor Resume
- Experience demonstrating proficiency in project management, analysis and management of data, reporting, and expert with interoffice communications
- Skilled in formulating and delivering custom reports, improvement plans,
- Data entry experience with a working knowledge of the ISD billing system
- Experience in planning and scheduling a large number of employees across multiple sites
- Experience in training and coaching staff on policies and procedures
- Experience in high volume order entry, manufacturing or Distribution Company
- Solid understanding of Berry’s ERP system
7
Skills For Customer Care Supervisor Evening Shift Resume
- Problem solving - identifies and resolves problems in a timely manner, gathers and analyzes information skillfully
- Experience in leading a Customer Care team
- Call center experience (including knowledge of CMS, VCC, IEX, WFM)
- Passion for delivering an exceptional experience to Ally Customers
- Experience in contact centers, preferably in consumer banking
- Computer and word processing experience, with Microsoft competency (i.e. Word, Excel, and PowerPoint
- Two or more years’ experience in a leadership role, leading a team of people
8
Skills For Customer Care Supervisor With English & Bulgarian Resume
- Good understanding of call center operations and performance indicators
- Strong understanding of statistics, data collection and data analysis methods
- Meet deadlines and adjust to changing priorities to meet business goals
- Monitor customer care strategy deployment through third party partnerships while maintaining cost effectiveness
- Conduct weekly 1:1 coaching sessions with team members to remove barriers to team effectiveness
- Demonstrated understanding of business processes and workflows
9
Skills For Elavon Customer Care Supervisor Resume
- Leadership experience leading teams within a claim/call center environment
- Resolve customer escalations in effective manner ensuring a superior level of service is provided to each and every customer
- Is an effective and professional and is responsible for ensuring that all policies, procedures, and goals are followed by staff
- Monitor Knowledge Base utilization and continuously improve article effectiveness and utilization
- Ensure deadlines, quality and production goals are met through effective vender management
- Managing and taking ownership of the Service Desk System, including the ticketing system
10
Skills For Customer Care Supervisor, Shanghai, E&ES, ACS Resume
- Sitting and standing throughout the day, varies depending on the task-at-hand
- Observing your team in their work activities, providing immediate feedback and following up to ensure appropriate actions are taken by the team
- Teaching team members to solve problems and empowering them, when appropriate, to implement solutions on their own
- Ensuring that regular audits of communications are preformed and that appropriate training is provided to team members
- Understanding of contact center technology and environments is required
- Understanding of service metrics and value of service improvement
- Working knowledge of control cabinet design process and principals
List of Typical Responsibilities For a Customer Care Supervisor Resume
1
Responsibilities For Customer Care Supervisor/d Resume
- Managing CSR’s to achieve performance goals as they relate to sales and service initiatives (Ex: EZ Pay, Stop Saver, NIE & Vacation Pak, and Customer Payments, and Quality Performance)
- Effectively communicate company policies, procedures and philosophy of Customer Service to team members and peers
- Maximize service levels through effective scheduling and floor management
- Supervisory or Team Lead experience; preferably in a call center environment
- Upervisory experience in the telecommunications industry and in a call center environment
2
Responsibilities For Customer Care Supervisor Iqos Resume
- Experience with multiple browsers and their configurations
- Identify and quantify service improvement potentials and adjust service processes accordingly to provide the optimal consumer experience
- Assist in business development projects with third party partners (CSC – LSP) to enhance the customer experience
- Tracking prospective, ongoing and completed projects through Asana and Dropbox
- Monitoring daily productivity targets and working with staff to make improvements where required
- Processing --> Proficient Knowledge of processes, quality control, costs, and other techniques in order to achieve maximum efficiency
3
Responsibilities For Customer Care Supervisor, Loan Servicing Resume
- Responsible for training, coaching and providing feedback. Monitors and is responsible for the performance of the team according to established standards
- Responsible for accessing electronic Key Performance Indicator reports and distributing to CSR’s daily basis
- Supervises a service center team providing leadership, direction, and support. Monitors and works to improve on team’s performance against department metrics
- Screens incoming and outgoing calls and emails to ensure quality, customer service, and adherence to the policies and procedures of the organization
- Partner closely with Human Resources and Recruiting to identify, recruit, hire, and develop Specialists
- Help define and develop business processes with existing Bank Customer Care vendor and internal partners
- Enhance vendor relationships and continuously improve the customer services delivered by all third party suppliers supporting RRP commercial activities
- Acts as a business owner, taking care of the needs of the group
- Interviews, hires, coaches, evaluates, and assists in training customer care personnel
4
Responsibilities For Customer Care Supervisor Loan Servicing Resume
- Maintains department service level goals by ensuring that customer care personnel meet phone accessibility and accountability standards
- Assist in delivering performance management to Team Members
- Evaluate call center statistics to identify areas for commendation and areas needing improvement
- Assist in the identification of any staff training needs
- Complete overflow outgoing correspondence work as indicated
- Continually review quality benchmarks and determine current relevancy against existing company goals
- Develop a comprehensive understanding of internal processes and systems
- Be willing to travel as needed to work with customers, field sales and channel partners to determine service level expectations
5
Responsibilities For Proactive Customer Care Supervisor Resume
- Understand and maintain a working knowledge of any industry standards that play a role in industrial systems
- Assist with the creation of internal training materials for other internal personnel
- Panel instillation, layout and marking
- Communicate technical concepts and principles to non-technical people orally and in writing
- Fully support Fintech, iControl, or any 3rd party payment processing vendor
6
Responsibilities For Technical Customer Care Supervisor Resume
- Serve as a mentor to employees in order to assist in Succession Planning and the development of talent
- Issue corrective documentations and terminations when associate performance/attendance is not meeting standards
- Identify and recommend merchandising, site usability and policy improvements, based on customer feedback
- Maintain an expert understanding of JW products, services and operations to better understand the needs of the customer and the needs of the company
- Make necessary staffing changes daily based on projected call volume
- Accuracy at record keeping
- Proficient in assigning tasks to staff
- A flexible, collaborative, dynamic, and fast-paced work environment with an award-winning employer
7
Responsibilities For Customer Care Supervisor Evening Shift Resume
- Opportunities to participate in exciting company events that give back to the community
- Provide assistance to Customer Care Representatives with escalated customer issues and concerns, ensuring they are promptly and efficiently resolved
- Monitors efficiency and productivity to ensure the following service standards and key performance indexes (KPIs) are met –
- Monitors production output within the department to ensure all employees are appropriately trained and following departmental process and procedures
- Interface with various levels of the organization, including RA sales and distribution to resolve customer escalations
- Thorough knowledge of MS Office including Excel, PowerPoint, Word and Outlook
- Full benefits packageincluding health, vision, dental insurance
8
Responsibilities For Customer Care Supervisor With English & Bulgarian Resume
- Proficient in MS Office tools including Excel, Word and PowerPoint
- Able to analyze and resolve complex service related issues using independent judgment
- General understanding of MIS
- Familiar with independent customer portal usage, reconciliation procedures and/or key account customized order handling
- Handle incoming calls and resolve customer issue
- Thorough understanding of Customer Care and Sales organization, strategies and policies
9
Responsibilities For Elavon Customer Care Supervisor Resume
- Guide customers through established troubleshooting procedures to identify and resolve complex technical problems
- Knowledge of basic PC functions including MS Word and Excel, with the ability to learn new software packages as required
- Workload distribution in a growing company
- Present a professional and positive image by adhering to organizational
- Analytical spirit - use of logic and reasoning
- Complete follow-up with assigned representatives regarding their phone status, attendance, punctuality and overall performance, perform weekly team meetings
10
Responsibilities For Customer Care Supervisor, Shanghai, E&ES, ACS Resume
- Handle and resolve interdepartmental customer service and billing problems
- Assist with quality assurance in monitoring and quality control of assigned representatives
- Provides feed back to assist in the creation of performance improvement goals and the development of training programs
- Conduct technological system upgrade testing and implementation of new technological solutions
- Oversee the contracting out notification process
- Coordinate emergency plan training and exercise efforts for Customer Care operations in conjunction with departmental efforts
- Formal leadership, supervisory or management training
- · Ability to pass assessment testing
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