Customer Support Supervisor Resume Sample
Pasquale Jakubowski
29078 Pagac Fords,
Dallas,
TX
+1 (555) 767 1773
Work Experience
Customer Support Supervisor
05/2018
-
PRESENT
Phoenix, AZ
- Manages processes within the call center and makes changes to maximize the efficiency and effectiveness of call center associates’ efforts
- Promotes a positive and respectful workplace
- Handles customer escalations and works as a liaison with government/client officials
- Provides polite and customer friendly service support to client and team
- Documents performance and productivity of team members
- Takes daily accountability of personnel and balances overall team staffing to include leave requests
- Provides training on specific client accounts and processes
SPL Customer Support Supervisor
09/2015
-
02/2018
Los Angeles, CA
- Leads and mentors team members for technical and professional development
- Takes lead on team projects and learns new technologies as needed
- Adaptable and flexible with change
- Organized and detailed, able to learn new processes with ease
- Able to work under daily and monthly deadlines
- BA or equivalent + 6 yrs related experience
- Experience of managing teams of around 15+ people
- Experiences with a remote management
- Highly motivated, focused passionate about connecting with our people and customers
Customer Support Supervisor ITC
09/2008
-
06/2015
Boston, MA
- Inspire and motivate people
- Communication: Exemplary communications and leadership skills
- Initiative and proactiveness: Proactive anticipation of customer Team Lead and CSR needs
- Languages: Fluent in English with excellent Spoken and business written skills
- IT: High standard of computer literacy, keyboarding skills and Ms-Excel data manipulation
- Implements core business processes and assists in process improvement initiatives in order to enhance customer service
- Recommends changes to policies and establishes procedures that affect immediate policies and procedures
- Maintains communications with customer staffs and management to ensure that service is delivered on time and within budget
- Interacts with subordinate supervisors, customers and/or functional peer group managers, typically involving matters between functional areas, other company divisions or units, or customers and the company
Education
California State University Channel Islands
2004 - 2008
Bachelor's Degree in Computer Science
Professional Skills
- Excellent business and analytical problem solving skills
- Excellent communication and presentation skills, including to customers and partners
- O Excellent communication skills with professional decorum, oral and written
- Customer service skills, with experience working with customers (internal and/or external) and maintaining good customer relationships
- Strong leadership skills particularly in a dynamic environment with daily customer interaction
- Possess a service excellence mindset and strong customer focused orientation with good interpersonal skills
- Outstanding interpersonal skills and stand-out leadership qualities with the ability to motivate and lead by example
How to write Customer Support Supervisor Resume
Customer Support Supervisor role is responsible for leadership, customer, software, payroll, credit, training, integration, database, printing, purchasing.
To write great resume for customer support supervisor job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Support Supervisor Resume
The section contact information is important in your customer support 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 Support Supervisor Resume
The section work experience is an essential part of your customer support 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 support 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 support supervisor position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Support Supervisor resume experience can include:
- Monitors, coaches and supports incentive programs to motivate staff towards achieving results; supports staff development of call handling skills. Provides leadership and direction while maintaining team morale
- Strong organization, communication and leadership skills
- Proven experience managing and leading staff
- Effectively multi-task in a fast paced highly dynamic work environment and work under pressure to meet aggressive time schedules
- Effectively communicate with customers, direct reports, peers and managers
- Working experience supporting Apple OS and iOS
Education on a Customer Support Supervisor Resume
Make sure to make education a priority on your customer support 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 support 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 Support Supervisor Resume
When listing skills on your customer support 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 support supervisor skills:
- Proven experience in positively managing and coaching others towards high performance
- Professional written communication skills including
- Understand and effectively communicate (verbally and written) ideas and concepts
- Intermediate knowledge of MS Project; proficiency with project management skills
- Strong FBS experience (Daily/Visual Management/5S/etc)
- The ability to effectively communicate cross-functionally
List of Typical Experience For a Customer Support Supervisor Resume
1
Experience For Customer Support Supervisor m/f Resume
- Strong leadership skills coupled with a desire and ability for continuous learning / self-development
- Min. 5 years’ experience in processing orders in an industrial and international environment
- Preferably min. 5 years’ experience in leading a team
- Total experience in customer support roles
- Experience in the consumer product support highly valued
- Sets the unit's daily activities and priorities
2
Experience For SPL Customer Support Supervisor Resume
- Sets priorities and establishes goals for individual staff strategic goals
- Accountable for ensuring that the customer’s supplier web-based purchasing systems’ requirements are being fulfilled
- Verify accuracy of work and provide ongoing coaching and training to associates
- Responsible for identifying and executing process improvements to streamline activities within team
- O Monitor the customer support activity to ensure maximum efficiency of deliveries, scheduling, and order taking
- Manages the day-to-day activities of a team with the responsibility for driving results and supporting the development of staff and processes
- Identify and address their team training and coaching needs
- Coordinate meetings, training sessions and coaching to improve performance
- Lead, promote, and facilitate continuous improvement activities while using problem solving and lean tools to drive change
3
Experience For Customer Support Supervisor / IT Helpdesk Resume
- Handles HR issues to include interviewing and hiring with support of KOCG Site Manager
- Working in a tiered customer support work environment
- Knowledge of ACD telephone systems including Aspect
- Proficiency in Microsoft office products including word, excel, and power point
- Responsible for reporting daily/weekly/monthly to the Customer Support Manager on team’s performance as required
- Drive and manage KPI’s through existing ERP tools to support achievement of business goals and objectives
- Ensures Health and Safety is the number one goal by following policies, processes,
- Maintains appropriate workforce staffing to ensure customer calls are handled
- Accountable for assuring compliance with all export control regulations- ITAR
4
Experience For Customer Support Supervisor ITC Resume
- Update the team on current trends and countermeasures while simultaneously updating relevant procedures
- Accountable for identifying process improvements and to collaborate across functions to determine best practices for the business
- Participates in weekly security and network meetings providing liaison support. Works with other technical groups to implement and monitor desktop security
- Manage and complete assigned projects resulting from audit findings and/or process improvement needs identified
- Handles and resolves critical escalations from all points of contact, including customer, partner and internal parts of the organization
- Utilizes technologies relevant to creating logistical efficiency and continually searches for new ways to utilize technology in process improvement
5
Experience For Customer Support, Supervisor Resume
- Create & communicate expectations regarding the Customer Support Representative role
- Maintain Customer Support training programs
- Sales Support and Onboarding
- Customer Education and Training
- Use the ServiceNow ticketing system to capture data and generate reports
6
Experience For Customer Support Supervisor Chemistry Resume
- Provide direction to staff members regarding operational issues
- Responsible for staff scheduling and coverage for the Service Desk core hours
- Work with the Service Desk Trainer to recommend and create training opportunities
- Ensures proper labor relations and conditions of employment are maintained so the Collective Bargaining Agreement is adhered to
- Provide backup support to the team during staff shortages, high volume activity or as needed
- Provide support for desktop hardware and software problems as well as LAN/WAN problems, frequently interfacing with vendors to resolve third level issues
7
Experience For Customer Support Supervisor Resume
- Perform highly complex software and hardware diagnostics and troubleshooting
- Always put customer needs first. Can empathize with customers
- Identifies, resolves, and escalates issues and internal and customer concerns to ensure service quality and customers’ needs are met
- Handle multiple tasks & projects
- Handle escalations to ensure customer satisfaction
8
Experience For Customer Support Supervisor m/f Resume
- Identify system problems and to repair systems at the customer’s location
- Team’s first point of contact when faced with general business or customer challenges
- Responsible for team’s performance management assessment (HPD process)
- Oversee and take an active lead in account support and management
- Provides continuous feedback to the customer on order status throughout the production cycle by providing proactive communication with the customer in anticipation of customers’ needs
- Negotiates contract pricing, delivery, administrative requirements and conditions ensuring compliance with Eaton’s policies, terms and conditions from proposal through shipment
- Accountable for Managing Customer Metrics - Customer Complaint Process and keeps the customer’s database updated with all activities and maintains all records for account responsibility
- Make decisions based on detailed working knowledge of FAA requirements for repair and PMA purchases
- Make decisions based on detailed working knowledge of CAS/TINA requirements
9
Experience For SPL Customer Support Supervisor Resume
- Make decisions based on detailed working knowledge of D-Trade requirements
- Lead the internal bid and proposal process for sustaining/contract renewal business opportunities (ProLaunch)
- Assesses current practices for continuous process improvements
- Responsible for day to day supervision of team of order management reps and customer service analyst. Acts as first point of escalation for issues encountered by reporting teams
- Makes decisions about resource allocation within team, and provides input to the performance review process
- Cross functional coordination and communication with US teams
10
Experience For Customer Support Supervisor / IT Helpdesk Resume
- Manage employee talent by: Hire, develop, conduct annual performance evaluations and lead performance discussions, arrange monthly check-ins with staff regarding individual performance, progress towards goals and objectives, and development planning
- Handle escalated phone calls from the Equipment Team
- Reviews accuracy of orders amongst team and coaches on mistakes found
- Reviews and updates standard procedures and communicate changes to the team
- Responsible for making necessary adjustments to team coverage and performance to meet daily metrics and analyzes trends to and works with Senior Manager, Corporate Services to determine countermeasures
- Work with Sales Management to approve margins based on company policy
- Serves as back up to other Customer Support Supervisors
- Understand, process, and confirm customer requests through e-mail or fax as needed
List of Typical Skills For a Customer Support Supervisor Resume
1
Skills For Customer Support Supervisor m/f Resume
- Training program has proven to help supervisors exceed and excel
- Professional level experience consulting, designing, programming, maintaining and/or supporting work for moderate or large size organization
- Experience supervising, leading, or mentoring IT professionals in a team and individual capacity
- Skilled at diving into the details as well as big picture strategic planning
- A passion for ensuring an outstanding customer experience
2
Skills For SPL Customer Support Supervisor Resume
- Experience in Routing and Scheduling required
- Experience supporting a technical product line (SaaS, Database, API’s)
- Experience working with computer software and telephone technology
- Action and detail oriented; able to prioritize while handling multiple tasks
- Web savvy; an astute user of technology; strong working knowledge of Word, Excel and Access
- Experience managing 5+ employees
- Experience in managing people in an international environment
3
Skills For Customer Support Supervisor / IT Helpdesk Resume
- Utilize recorded phone calls for coaching and skill development of staff
- Promote teamwork and skill sharing between other groups and the Service Desk teams
- Seeks growth and self-improvement through feedback and excellent business ethics
- Previous experience within a sales environment
- Good basic familiarity with databases, web services, and technology
- Customer support supervisor experience required
- Workforce management experience ideal
- Very good knowledge of ERP’s (e.g SAP, Navision)
- Work one-on-one with the team and team lead to ensure effective communication
4
Skills For Customer Support Supervisor ITC Resume
- Manage day to day team activities to ensure Madrid resources are effective
- Salesforce experience ideal
- Set priorities for the team to ensure task completion and performance goals are met such as quality and adherence
- Set up, manage and lead Tesla Australia and New Zealand’s first customer experience call centre
- Directly supervises entry-level or semi-skilled hourly employees
5
Skills For Customer Support, Supervisor Resume
- Supervising operations personnel in operation of different computer systems and peripheral equipment
- Leading a team of aftermarket customer service representatives
- Oversight of entire life cycle of consultant on boarding and off boarding, including orientation, payroll, client compliance and all off boarding activities
- Work with team members on daily tasks including call handling and system operating
- Responsible for developing and motivating staff while promoting teamwork
- Provide administrative and functional support for personnel activities such as time keeping, performance reviews, counseling, and hiring
- Develops documentation for student and staff training, end-user procedures including
- Network administration, monitoring and troubleshooting
6
Skills For Customer Support Supervisor Chemistry Resume
- Extensive sitting, standing and computer use
- Lead a team in identifying new process improvements driving productivity and service
- Full Benefits package including Medical, Dental, 401K and Profit Sharing plans
- Comprehensive 60-day training program and subsequent 30-day supervisor training program
- Assist with identifying and creating SOPs
- Interacts daily with subordinates or peers within similar or related functions primarily for the purpose of presenting and exchanging information
- Responsible for auditing certain business critical data
- Responsible for internal and external audits relating to Customer Support procedures
- Lead projects or activities (including Customer Excellence CX Surveys) designed to improve customer satisfaction and business performance
7
Skills For Customer Support Supervisor Resume
- Set up team performance assessment KPI and monitoring dashboard
- Review team member’s work for accuracy and efficiency, and ensure their competence through training and development
- Analyzes service quality and identifies needs for staff training and service improvement
- Oversees maintenance of equipment inventory and tracking of classroom usage
- Software and hardware (desktops, notebooks, printers and peripherals) installation, testing and deployment
8
Skills For Customer Support Supervisor m/f Resume
- Maintain continuous focus on call center productivity through monitoring standards, metrics, performance criteria, policies and procedures
- Monitor Call Queue consistently to ensure that calls are handled according to set metrics
- Coach agents in real time through performance monitoring and evaluation
- Coordinate and/or deliver training to call center personnel as needed
- Assist in handling call volume as necessary
- Develop relationships within the supporting business units to help resolve issues related to team members
9
Skills For SPL Customer Support Supervisor Resume
- Provide bi-weekly updates and reports to the site lead detailing your team’s high and low performers
- Capability of working in a team oriented environment that is fair, open and honest
- Sound judgment and decision-making; accepts accountability and takes pride in one’s work
- Possesses proficient knowledge of CRM/Ticketing Systems
- Possesses working knowledge of Email Management Systems
10
Skills For Customer Support Supervisor / IT Helpdesk Resume
- Monitors progress of associates in training
- Processes closure of daily AOG tracking information in the SAP system
- Assists with quality monitoring and management
- Work with Sales to oversee onboarding new customers
- Customer education and training
- Work with marketing on customer outreach initiatives and outbound communications
List of Typical Responsibilities For a Customer Support Supervisor Resume
1
Responsibilities For Customer Support Supervisor m/f Resume
- Exercise judgment within generally defined Company policies and practices selecting methods and techniques for obtaining solutions
- Achieve excellence in operations through auditing the collection of business critical information and data integrity
- Attitude and approach are everything
- Utilize process improvement tools, such as Danaher Business System as appropriate
- Attend and actively participate in Kaizen events as a subject matter expert
- Recruit, interview, hire, counsel and terminate field support personnel
- Welcome, administer and process internal new hire orientation
- Provide guidance and direction (in partnership with Corporate Human Resources) to branch level employees in the interpretation and administration of personnel policies and procedures, assuring consistency and fairness in all employee relations issues
- Oversee office spending/delivery cost, unemployment and worker’s compensation and assure employee awareness at branch level regarding the administration and interpretation of policies and procedures surrounding each area
2
Responsibilities For SPL Customer Support Supervisor Resume
- Monitor office equipment and usage, and manage facility to ensure your office space is in alignment with building policies
- Manage office filing systems to make certain proper retention and compliance to State and Federal guidelines/ regulations
- Responsible for continued education and development of field office support personnel, to include regular performance assessment and goal setting (Performance Learning Management System and SkillSoft)
- Able to hold team members accountable for job function through assessing areas of strength and improvement
- Builds, tests, deploys and maintains software distribution packages for countywide application distribution
3
Responsibilities For Customer Support Supervisor / IT Helpdesk Resume
- Participates in the evaluation, testing and deployment of new desktop packages and implements prototypes. Contributes to determination of technology requirements
- Conducts advanced diagnostics and troubleshoots system software and hardware (servers, desktops, notebooks, printers, routers, hubs and other peripherals)
- Serves as Structured Query Language (SQL) server administrator for the countywide customer support server. Supports customer support SQL applications and provides Helpdesk Expert Automation Tool (HEAT) Administrator backup support. Maintains countywide software and hardware inventories using asset tracking and audit software
- Creates, updates, and maintains images for new and previous desktop and mobile hardware
- Evaluates, tests, and deploys network client countywide
- Configures, administers, and maintains desktop security and virus protection software. Initiates distribution and updates and maintains distributed repositories
- Provides Novell Network administration, maintaining user accounts, and ensuring remote access capability for desktops. Configures and maintains network printing with specialized administration software
4
Responsibilities For Customer Support Supervisor ITC Resume
- Responsible for day to day supervision of the associates and processes within the department including, timekeeping, schedule adherance, time off requests, associate feedback, annual evaluations, processing procedures, and review of assigned and completed responsibilities
- Ensure all requests received (cits) are handled appropriately and within the set timeframe. Escalate issues in order to meet standards as appropriate. Ensure compliance with policies and procedures and state and federal regulations including, but not limited to, CFPB, RESPA, and FCRA
- Respond to escalated inquiries both verbal and written. Assist associates with work as needed. Work with vendors when needed
- Ensures resources maintain compliant with quality process and standards and reports analytics and identifies key needs within the structure of the team to maintain the support provided
- Manages and champions trainings to improve knowledge of the support team; ensures agents are properly trained and able to provide accurate and responsive solutions
- Acts as an escalation point to analyze and interpret customer concerns. Estimates timeframes for complex projects and oversee the completion of assignments within specified time, quality, and cost parameters
5
Responsibilities For Customer Support, Supervisor Resume
- Identifies process improvement and verification activities; develops and applies quality improvement techniques. Ensures resources maintain compliance with quality process and standards
- Advanced knowledge of the region and / product lines supported
- Role model level professional work behaviors (attendance, teamwork, time management)
- Responsible for the direct supervision of non-exempt team members as assigned. This includes, but is not limited to, selection, training, performance evaluation and development, skill assessment, discipline, payroll reporting, overtime scheduling and all other misc. items that are involved in supervising this group
- Assists in the development and implementation of processes that ensure consistent and professional product service to all of our customers that is both an effective remedy to customer concerns and an efficient use of internal resources
- Responsible for delivering results for department specific metrics
- Interfaces with multiple groups (IT, Technology, Customer Support management, Planning)
- Monitor accuracy of reporting
6
Responsibilities For Customer Support Supervisor Chemistry Resume
- Develop, motivate, evaluate and coach staff on work and proper call handling procedures through positive communication and feedback
- Analyzes data to help determine potential future business needs
- Responsible for influencing customer satisfaction and sales growth by creating an experience for our customers that exceeds their expectations in professionalism, helpfulness and ease
- Assists in evaluating and implementing new and creative ways to more efficiently provide product service to our customers. This includes initiating and supporting continuous improvement efforts throughout all areas of responsibility
- Frequent one-on-one contact with customers, branch sales force, vendors and all internal departments to oversee efficiency and customer satisfaction throughout the organization
- Handle customer escalations to resolution
- Manage and support their team to deliver customer service expectations
- Identify and implement processes to improve quality of service, productivity and profitability
- Execute WFM schedules in line with departmental policies in a timely manner
7
Responsibilities For Customer Support Supervisor Resume
- Delivery performance metrics: Service Levels (Phone/Chat/Email), Customer Satisfaction (CSAT)
- Delivery hygiene metrics: productivity, AHT, schedule adherence, attendance
- Ensure there is a Duty Manager (CS Supervisor or Team Coach) on rotation so that the operational shifts are covered/fully supported
- Ensure department & ADM policies/procedures are followed
- Manage the performance of each direct report
- Assist with customer complaints. Provide root cause & corrective action to avoid reoccurrence
- Provide Customer Support (orders, logistics, quality, documentation…)
- Ensure necessary tools are available for the Customer Support team
8
Responsibilities For Customer Support Supervisor m/f Resume
- Ensure a safe work environment for Customer Support team
- Maintain Customer Support communication outlets (SharePoint, Calendars, e-mails…)
- Superior knowledge related to the Customer Support profession
- Motivate colleagues to meet goals
- Knowledge of ADM systems
- Participates and presents at meetings with internal and external representatives. Interaction typically concerns resolution of operational and scheduling issues
- Supervise service desk staff and workloads
9
Responsibilities For SPL Customer Support Supervisor Resume
- Track data, analyze performance, production data, and evaluate improvement opportunities
- Provide user support and customer service on company supported computer applications and platforms. Troubleshoot issues and advise on appropriate action
- Ensure prompt resolution of issues
- Interview for staff vacancies
- The ability to resolve issues with little oversight
- ITIL Foundations V3 Certified (Desired)
10
Responsibilities For Customer Support Supervisor / IT Helpdesk Resume
- ITIL Intermediate (OSA) (Desired)
- Phone and email responses to customers
- Engage Subject Matter Experts or owners of standard work, review the processes and document as needed improvement to the standard work
- Enters sales orders upon receipt of customer purchase orders, including managing electronic data feed orders via the customer's system. Includes requesting additional information, including end-user, from customers. Also includes following up with P&WC internal departments per standard work to process sales orders
- Processes and tracks repair management orders
- Changes repair management orders to exchange orders as required
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