Service Center Supervisor Resume Sample
Dewitt Dietrich
41867 Shaun Courts,
Los Angeles,
CA
+1 (555) 186 6080
Work Experience
Service Center Supervisor
01/2017
-
PRESENT
Houston, TX
- Prior experience in a call center or service center environment
- Prior experience leading teams
- Supervise the daily workflow and route resources appropriately to meet workflow demand and achieve Service Center SLA’s
- Ensures that support staff receives the appropriate training and remain knowledgeable about the company’s products and systems
- Keeps the management team informed on status of employees’ problems and of internal technical support activities as necessary
- Oversee department workflow and provide guidance to associates on departmental projects/issues. Route resources appropriately to meet workflow demand and achieve Service Center SLA’s
- Develop team members by providing leadership and guidance along with setting tactical goals for the team. Track the team’s performance, monitor their service levels and manage the team’s workload. Direct the training initiatives of the team
- Demonstrates a general knowledge of Caterpillar’s businesses, products, suppliers and customers
Service Center Supervisor, Tullytown, PA
03/2012
-
07/2016
Detroit, MI
- Has a comprehensive knowledge of the A&FP organization’s systems and frequently interacts and works outside the workgroup to achieve common goals
- Ensure flawless execution against CWSC KPI and associated metrics
- Investigate any reported issues
- Respond to e-mails promptly
- Reply to any voice messages received
- Ensure that project sheets contain the following: Monthly Work Order creation statistics, monthly Inbound Call statistics, open projects, with notation of project step ownership, meeting attendance
- During each meeting, review the following topics: Account Project Sheet, including especially the statistical measures and active projects, concerns, complaints and compliments, best practices, enhancements
- Track attendance and perform write-ups according to Attendance Policy
- Track direct reports’ performance
Member Service Center Supervisor
05/2006
-
02/2012
San Francisco, CA
- Monitor other HR-related issues
- Primary Floor Management including: Monitor Interaction Supervisor, maintain awareness of call volume, taking appropriate action when necessary and maintain a professional environment
- Review, edit, and approve timesheets for direct reports who are JLL employees
- Update PTO Tracker
- PTO Approval: ensure adequate coverage, keep the PTO Outlook calendar up to date as well as Optimizer
- Bi-annual IPMP and quality conversations
- Directly impact the customer's experience and overall business results by providing feedback, coaching, training and managing overall performance to a team of CCCAs / Sr. CCCAs on exceptional service skills and techniques. Identifies trending and drives behavioral changes through consistent one-on-one coaching/meetings with direct reports
- Has the experience and training to work with different OEM’s and GIW engineers in order to make the necessary product repairs to OEM specifications
Education
Strayer University - Anne Arundel Campus
2000 - 2005
Bachelor's Degree in Business
Professional Skills
- Demonstrate an interest in and an understanding of issues relevant to your department and hotel and keep your knowledge up to date, including legislative information
- Proven strong leadership skills managing large high performance teams Previous Call Center / operations experience
- Strong computer skills, including proficiency with the following
- Sound communication skills and experience working alongside other IT and business management professionals
- Problem solving and troubleshooting skills; able to systematically identify source of a problem in order to solve it
- Manage the facility’s capacity level from both available labor and skills
- Experience in managing high volume transaction processing
How to write Service Center Supervisor Resume
Service Center Supervisor role is responsible for basic, business, research, training, customer, microsoft, credit, retail, finance, database.
To write great resume for service center supervisor job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Service Center Supervisor Resume
The section contact information is important in your service center 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 Service Center Supervisor Resume
The section work experience is an essential part of your service center 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 service center 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 service center supervisor position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Service Center Supervisor resume experience can include:
- Provides internal and external customer service skills and enhances business relationships
- Handle multiple details and changing priorities
- Experience working in a high call volume service center
- Experience working in a fast-paced mail facility, call center or similar environment
- Directly related experience supporting help desk operations
- Experience in manufacturing
Education on a Service Center Supervisor Resume
Make sure to make education a priority on your service center supervisor resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your service center 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 Service Center Supervisor Resume
When listing skills on your service center 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 service center supervisor skills:
- Excellent organizational skills; able to prioritize their tasks effectively and handle multiple assignments in a timely manner
- Proven client service skills (See Client-First Service Guidelines for Client-facing Staff)
- Focus on customer satisfaction, with strong interpersonal skills and responsiveness
- Have strong managerial skills
- Delivering effective presentations to prospective clients
- Manage conflicting priorities while meeting deadlines
List of Typical Experience For a Service Center Supervisor Resume
1
Experience For IT Service Center Supervisor Resume
- Responsible for all company vehicles that operate out of the service center
- Ensure that drivers maintain TJX standards of workplace behaviors and provide good customer service to our stores
- Analyze and make effective use of all available reports to improve operations
- Attend regular training as needed to maintain State Titling and registration certification
- Completes the entire process of setting up the sales
- Is visible and available to staff to answer questions, monitor calls and workload, resolve escalated calls and give ongoing consistent feedback
- Visible and available to staff to answer questions, monitor calls and workload, resolve escalated calls and give ongoing consistent feedback
2
Experience For Service Center Supervisor, Tullytown, PA Resume
- Works with OEM’s to select the best equipment options and standardized lowest cost solutions for customer problems
- Responsible for maintenance of current office service procedures and responsible for Operational Excellence in the design and delivery of those services
- Maintain and record all petty cash transactions with responsibility to reconcile and communicate with Finance department monthly
- Responsible as primary contact for office security system (including issue resolution, any controlled locations requiring higher levels of security) and after hours emergency contact for building management and employees
- Manage and responsible as Minneapolis representative related to firm-wide vendor for Multi-Functional devices (MFD). Key role given the number of MFDs in Minneapolis
- Manage and supervise all shipping and receiving completed for both office and firm wide groups; this would include interaction with all courier related services for client deliverables
3
Experience For Employee Service Center Supervisor Resume
- Responsible for managing the off-site file destruction process in compliance with firm risk standards
- Key part of coordination of inter office moves for Minneapolis office (currently approx 125,000 square feet of office space; 5.667 floors)
- Training and Development: Responsible for ensuring team processes are documented and all team members are cross trained. Identify developmental opportunities for direct reports
- Leadership: Partner with Leadership team on staffing allocation and resource management. Responsible for resolving escalated issues that require either immediate decisions or input from other members of leadership. Demonstrate integrity and transparency at all times
- Communication: Ability to communicate with stakeholders at all levels of McDonald’s including Labor Legal, IT , and HR teams
4
Experience For Member Service Center Supervisor Resume
- Able to have work-life balance for themselves and their team in an oscillating service industry while meeting their external and internal customers’ needs
- Supervising people in the service center in cooperation with the service center manager and cooperate with other departments, as well as, support company initiatives as identified by management
- Maintain high level of visibility with the service center manager. Use hands-on approach to communicate daily with the service manager in problem solving
- Stimulate the performance of the team with high level of work morale, satisfaction and performance. Provide coaching where necessary
- Ensure the desired product quality levels are achieved through use of standard work and training to those standards, training in operation and inspection techniques, and use of tools
- Supervise the calibration of all testing equipment, as well as, the preventive maintenance, refurbishment and repairs of returned capital equipment devices
- Support project management for the implementation of new capital equipment, alignments with the product division and innovation of the department
5
Experience For Guest Service Center Supervisor Resume
- Support spare part orders, forecasts and consumption registration
- Supervise administration and quality on all activities in the service center as well as, identify urgencies, failure trends, associated root causes and report to the service center manager
- Responsibilities includes training employees, conducting performance reviews, disciplinary actions, and employee counseling
- Respond to questions originating from phones, email and in person regarding title transfers from all states
- Suggests changes in working conditions and use of equipment to increase efficiency of shop departments, or work crew
- Oversee complaint management (EPIQ, Salesforce)
- Support lean projects and enables methodologies for continuous process improvement
- Work in conjunction with the product division in the planning and execution of system upgrades, software releases, field corrective actions, and other planned service events
6
Experience For Temporary Claims Service Center Supervisor Resume
- Hires, trains, conducts performance reviews, as well as plans and supervises the day-to-day workflow for the department staff. This includes ensuring the staff complies with federal and state regulations, including HIPAA and ERISA
- Supervises the client services center to ensure customers receive appropriate, timely and accurate information pertaining to the benefit programs, including care coordination, contracted providers, related services, enrollment requirements, as well as utilization review, prior authorization, and claims and contract management
- Supervises customer service calls to observe staff demeanor, accuracy and conformity to departmental guidelines and procedures. Ensures excellent services levels to all client service center stakeholders
- Assists in coordinating production, distribution, and warehousing of pump and flow control equipment service to meet customer demands
- Examines items produced to determine if items meet Weir SPM specifications and customer requirements
7
Experience For Claims Service Center Supervisor Resume
- Studies work schedules and estimates workers hour requirements for completion of job assignment
- Works with customers and representatives of associated industries to evaluate and promote improved and expanded services in area
- Establishes or adjusts work procedures to meet schedules
- Initiates or suggest plans to motivate workers to achieve work goals
- Sets up machinery and dismantles pumps, engines and other machinery when necessary
- Performs activities of workers supervised when necessary
- Supervises and directs up to 5 employees in the Service Center Location
- Carries out supervisory responsibilities in accordance with the company’s policies and applicable laws
8
Experience For Field Service Center Supervisor Resume
- Processes/transfers a high volume of titles
- Maintain records, logs and inventories of titles
- Reviews and types in title work for insurance customers
- Completes application for salvage titles
- Processes salvage titles from the state
- Very knowledgeable about title and salvage title requirements
- Assist Department Manager in the timely and efficient flow of all necessary documents in accordance with applicable codes
- Responsible for supervision of department staff
9
Experience For Benefit Service Center Supervisor Resume
- Coordinate and administer general business office activities
- Facilitate employee teamwork to meet our customers’ needs
- Supervise Departments which include Buyer Payment, Reception & Registration
- Understand and make changes to “Who Can Buy” policies
- Review Department processes and utilize Company resources to streamline
10
Experience For EUR PP Service Center Supervisor Resume
- Assist with Supervisory coverage in other areas when needed
- Monitor respective e-mail boxes, correspondence and cases
- Supervise Chat and Phone Agents
- Monitor and communicate monthly stats with regards to Sales Force and Five9
- Monitor chats transcripts and give feedback to Agents
- Monitor respective in-boxes, correspondence and cases
- Local area primary client representative for service center location
List of Typical Skills For a Service Center Supervisor Resume
1
Skills For IT Service Center Supervisor Resume
- Exceptional customer service skills and strong attention to detail. Works well under pressure and maintains composure. Exercises good judgement
- Excellent communication skills to maintain a positive and helpful attitude with customers
- Effective organizational, communication (written and oral), interpersonal and time management skills
- 4) Strong knowledge of and hands-on experience with Automatic Call Distributor (ACD) systems, IVRs, or other telephony systems
- Previous service center experience; or equivalent combination of education and experience
- Experience leading teams
- Working experience in a call center/service desk environment
- Working experience in a call centre/service desk environment
- Payroll, Benefits, Accounting/Finance and/or Shared Services related experience
2
Skills For Service Center Supervisor, Tullytown, PA Resume
- Experience with financial statements and measures
- Experience with software-based, complex electro-mechanical medical devices
- Able to work independently in a fast environment with good stress resistance
- 3) Significant hands-on experience with ITSM tools (BMC Remedy, ServiceNow, etc.)
- A top-notch leadership team with the experience needed to grow and develop your career
- Upervisory and development of staff experience required
- Proven ability to achieve and drive results in a fast paced environment
3
Skills For Employee Service Center Supervisor Resume
- Experience based on after sales / warranty / repair & service
- Sitting or standing while conducting a training/presentation
- Walking while giving a site tour
- Understanding of client markets
- Scheduling or calendar software,
- Staying current with title/salvage laws in multiple states
- Testing and implementation
- Supervises the daily work schedules of picking, staging and loading outgoing shipments of product
- Manage personnel within the section including hiring, disciplinary actions, training, and evaluation of personnel performance
4
Skills For Member Service Center Supervisor Resume
- Responsible for all building maintenance requests and primary contact for building management and maintenance engineers
- Supervise branch and office services such as mail and messenger, duplicating, central filing
- Word processing, fax equipment, telephone, stationery supplies, order processing, and security
- Plan, direct, motivate, and execute work necessary for branch and contract success while adapting to a changing environment
- Performs routine quality inspections of incoming product and reporting quality issues
- TestAmerica’s Client-First Service Guidelines for Client-facing Staff
5
Skills For Guest Service Center Supervisor Resume
- Supervisors are required to sit at a desk and talk on a phone/headset while typing on a computer for the majority of the work day
- Apple products including iPads, iPhones and MacBooks,
- Completes large volume of title and salvage title processing in a timely manner
- Supervise and direct single document processing department within a branch
- Supervise and assist processing staff, monitors work, ensures completion and accuracy
- Assist customers and regulatory personnel by resolving various documentation problems
- Responsible for timely and accurate processing of necessary documentation
- Manage the salvage titling and vehicle assignment process
6
Skills For Temporary Claims Service Center Supervisor Resume
- Develop working relationships with vendors
- Oversee Credit Card Disputes, Proof of Export and Titling Process
- Work with Accounting to resolve reconciliation discrepancies
- Approve weekly payroll and manage vacation scheduling as well as annual reviews
- Approve weekly payroll, manage vacation scheduling and complete annual reviews
- Works closely with laboratory management in laboratory capacity loading decisions
7
Skills For Claims Service Center Supervisor Resume
- Maintains knowledge of method requirements, holding times, and bottle requirements in order to assist clients with their project needs
- Places work into all TestAmerica labs by deciding what lab is the best fit for the client
- Work with Legal and the Department Representative to resolve pending issues
- Open and close the building in accordance with established hours of operation
- Participate in staffing decisions that support cost control and maintain productivity standards and delivery expectations
8
Skills For Field Service Center Supervisor Resume
- Maintain major involvement in the training and development of all non-exempt Service Center staff
- Responsible for the supervision of the BOC Program that includes the customer service call center and a 24/7 operations & monitoring team
- Consult with branch managers to determine BOC support requirements as well as recommend appropriate training
- Responsible for the Emergency Planning and Emergency Preparedness Program for AECOM
- Represents the organization by participating in meetings, committees, and/or task teams with the customer
9
Skills For Benefit Service Center Supervisor Resume
- Supervise, train and assist other field service engineers and technicians while being responsible for all aspects of field service work in the area
- Supervises the operations staff including warehouse/driver positions
- Method application for frequently requested methods
- Environmental methodology and local market requirements
- Directly supervises employees in the IT Service Center. Responsibilities include interviewing, hiring and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints, resolving problems
- Build relationships with all IT units to ensure that IT-delivered services and end-user productivity goals are understood and exceeded
- Prepare cost analyses, budget plans and proposals as needed
10
Skills For EUR PP Service Center Supervisor Resume
- Be an active member of the change and problem management teams responsible for increased call avoidance and decreased end-user downtime
- Leverage service desk best practices and process frameworks, such as the Information Technology Infrastructure Library (ITIL) to drive continual process improvement
- Perform trend analyses, and develop action plans for improving service timeliness and reducing costs
- Assists Service Center Technician in solving non-routine software, hardware and procedure problems
- Interprets IT/Company policy and enforces regulations
- Manage personnel issues and conflicts
List of Typical Responsibilities For a Service Center Supervisor Resume
1
Responsibilities For IT Service Center Supervisor Resume
- Retail or Distribution Center experience
- Coordinate and update ACD Telephone System Access List and call priorities
- Three (3) to five (5) years of experience in a supervisory role or similar function, preferably in a facilities maintenance environment
- Operate delivery vehicles and make regular deliveries as needed
- Position requires 3-5 years of call center or dispatch supervisory experience
- Performing ongoing quality service call monitoring of guest using established quality call and department standards
- Assist management with the operation of the Guest Service Center to provide assistance to Club, Sales, Marketing and Resort staff
2
Responsibilities For Service Center Supervisor, Tullytown, PA Resume
- Works with the Quality Assurance Manager and Account Executives (AE) to evaluate and establish project requirements for the service center area
- Ensures client complaints are handled professionally, and resolved in a timely manner
- Is in charge of scheduling service center couriers and samplers, preparing bottle orders for delivery, scheduling sample pick ups and shipping samples to the designated laboratory for analysis
- Maintains the facilities at the service center and is responsible for all EH&S policies of TestAmerica at the service center
- Provides general sales support to AEs for business development activities started in the field
- Orders supplies (bottles, coolers, etc.) for the service center
- Maintains knowledge of all TestAmerica laboratories to assist with placement of projects into the appropriate laboratory to best fit the clients’ needs
3
Responsibilities For Employee Service Center Supervisor Resume
- Builds local relationships with clients and regulatory agencies. Visits clients on own or with local sales staff
- Functions as local access for clients to all of TestAmerica
- Supervision of Phone Agents and all issues related to Customer grievances
- Work with the BBB (Better Business Bureau) to resolve escalated Buyer issues
- Monitor respective e-mail boxes, correspondence, and cases
- Support the Service Center Manager in all daily operational functions of the facility in accordance with company guidelines
- Determine the daily allocation of workload and assignments of Associates
- Ensure that all data management activities are completed on time including inventory reconciliation, recycling activity, bills of landing, and other items as needed
- Update and maintain Emergency Procedures handbook
4
Responsibilities For Member Service Center Supervisor Resume
- Coordinate and update Avaya Notification System
- Coordinate BOC activities to best utilize staff, materials, and equipment
- Resolve and follow up on all customer complaints/issues
- Leads the development, implementation and upkeep of all section policies, plans, and procedures to ensure contractual compliance
- Manage the QA/QC aspects for the section related tasks including the development and implementation of metrics to measure performance and actively work to improve processes at all levels
- Coordinate with shop management and/or client personnel to execute work to the customer’s satisfaction
- Serve as back-up when needed to ensure required coverage is maintained
- Understand the client base to identify their needs and how to interact with them (customer relations)
5
Responsibilities For Guest Service Center Supervisor Resume
- Builds local relationships with clients and regulatory agencies. 13.Visits clients on own or with local sales staff
- Supervise daily operations of the Offsite Service Center
- Answer Guest enquiries and provides accurate information about Hong Kong Disneyland
- Handles park ticket enquires and ticket issues
- Handle luggage delivery services and transportation arrangement from Service Center to Hotels
- Administrative support across the Hotels' Front Office teams
- Supervises and directs up to 15-20 employees in the Service Center Location
- 4-6 Service Center Field Service Engineers (CE’s) and/or Field Service Technicians (FST’s)
- Building Effective Teams – Creates strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; lets subordinates present to senior management; acts as if real success is the success of the team
6
Responsibilities For Temporary Claims Service Center Supervisor Resume
- Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; talks and acts with customers in mind
- Drive for Results – Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom line oriented; steadfastly pushes self and others for results
- Directing Others – Is good at establishing clear directions; sets stretching objectives; distributes the workload appropriately; lays out work in a well-planned and organized manner; maintains two-way dialogue with subordinates on work and results
- Support our Byram, MS Branch
- Support our Bessemer, AL Branch
- Plans and schedules receipt and delivery of products
- Maintains and executes inventory processes
7
Responsibilities For Claims Service Center Supervisor Resume
- Executes the delivery of any expedited shipments on an emergency basis
- Measures, monitors and reports operations performance and efficiency metrics
- Oversees and/or performs SAP transactions
- Oversees continuous improvement programs through the use of Lean principles.
- Maintains facility & equipment
- Plans, directs, and coordinates activities of employee(s) to ensure goals or objectives are accomplished. Mentors, coaches, trains and develops team
- Establishes and reinforces clear vision aligned with company values Higher Standards, Greater Accountability and More Fun; motivates others to balance customer needs, company needs and business success
- Leverages the units' resources to resolve call inquiries and escalations by identifying the issue, taking ownership of the issue through resolution, obtaining applicable information, performing root cause analysis and acting upon the solution while providing clear and consistent communication throughout the process
8
Responsibilities For Field Service Center Supervisor Resume
- Ensure compliance of all applicable regulations or service level agreements (ie HIPAA compliance, ERISA, company code of conduct, service level agreements etc.)
- Assesses individual and team performance on a regular basis and provides candid, professional and timely feedback regarding developmental and training needs; including completion of monthly and annual scorecards
- Schedules formal one-on-one meetings at least monthly to review and discuss performance; goal attainment and career development
- Supports customer service representatives on calls with system, policy, program and procedure knowledge, process transactions with special focus on customer service
- Establishes and reinforces clear vision aligned with company values Higher Standards, Greater Accountability and More Fun
- Motivates others to balance customer needs, company needs and business success
- Manages and monitors daily workflow and reporting to ensure business objectives are maintained and accurately reported; ensures resources are aligned appropriately across function and/or department
- Removes barriers to job performance by obtaining timely information and communicating clearly and consistently to the team, ensure systems and resources are working efficiently with accurate data and are available to the team
9
Responsibilities For Benefit Service Center Supervisor Resume
- Ensures compliance of all applicable regulations or service level agreements (ie HIPAA compliance, ERISA, company code of conduct, service level agreements etc.)
- Attracts, selects and retains high caliber, diverse talent able to successfully achieve or exceed business goals
- Builds a cohesive team that works well together
- Acts as liaison between staff and other areas
- Assisting in the manager and responding to questions of guest, ensuring inbound telephone calls are answered promptly and effectively while maintaining appropriate hold times and service levels
10
Responsibilities For EUR PP Service Center Supervisor Resume
- Familiarity with QSR and ISO13485 is desirable
- Excellent communication skills both verbally and written; good listening skills, able to write clear reports/emails, manage complaints effectively and give clear instructions
- Process and analytical orientated
- Be flexible, respond objectively and adapt to audience
- Needs to be a team player and to understand needs of customer,
- Self-motivated leader with high standards and desire for constant improvement. Encourages innovation, open communication and accountability
- Numbers or Excel, and Pages or Word
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