Customer Service Supervisor Resume Samples

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K Schuppe

Kennedi

Schuppe

314 Tillman Inlet

Detroit

+1 (555) 211 2803

314 Tillman Inlet

Detroit

Phone

p +1 (555) 211 2803

Experience Experience

Boston, MA

Customer Service Supervisor

Boston, MA

Gleichner, Cruickshank and Koss

Boston, MA

Customer Service Supervisor

Provide expertise and/or general claims support to teams in reviewing, researching, negotiating, processing and adjusting claims
Performs Lead Teller duties to including functioning as the Customer Service Manager which involves conducting morning huddles and weekly staff meetings
Assist in training of new Team Members, utilizing learning checklists and training materials
Ensures adequate phone coverage, including making decisions regarding scheduling changes
Insure proper training of personnel, as well as assisting with writing work instructions following department policies and processes
Support staffing (perpetuate the team) through candidate evaluations, conducting interviews and collaborating on staffing decisions
Responsible for setting and managing the customer service roadmap as well as for defining and designing all aspects of process implementation for the division

present

San Francisco, CA

Customer Service Supervisor

San Francisco, CA

Kautzer-Zboncak

present

San Francisco, CA

Customer Service Supervisor

present

Carrying out supervision, call monitoring, coaching, training, disciplining, and reviewing all agents
Carrying out supervision, call monitoring, coaching, training, disciplining, and reviewing all agents or operators
Controls expenses by gathering and submitting budget information; scheduling expenditures; monitoring variances; implementing corrective actions
Schedules the work of subordinates, assigning tasks, providing on the job training, responding to associates questions and assists with resolving problems
Coaching, motivating & counseling staff including administrating disciplinary action when necessary
Coaching,motivating and counseling staff, including administrating disciplinary action when necessary
Maintains staff by recruiting, selecting, orienting, and training employees; developing personal growth opportunities

Education Education

Bachelor’s Degree in Business

Howard University

Bachelor’s Degree in Business

Skills Skills

General understanding and experience with ERP business applications. A strong knowledge of SAP is highly recommended
Knowledge of basic mathematics, familiarity and use of computers, and general office procedures, with strong analytical skills
Strong analytical skillsExcellent customer service skills to include professional phone protocol
Superior verbal and written communication skills with the ability to quickly establish trust and reliability over the phone
Excellent written and verbal communication skills with ability to communicate complex technical details to non-technical audiences
Strong organizational skills and good attention to detail
Ability to communicate effectively and professionally, strong verbal and written communication skills
Able to apply common sense understanding to carry out instructions. Able to deal with standardized situations with occasional variables
Demonstrated ability to be self-directed, flexible and approachable / ability to interact with other departments
Considerable knowledge of the company’s products, services and business operations to enable resolution of customer inquiries

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Customer Service Supervisor Resume Examples & Samples

Must be available to work 1-2 evening shifts per week
Ensure that Customer Service provides World Class Service at all times ensuring customer confidence
Work closely with the HR Department to effectively manage conduct/performance issues and coordinate internal hires into the Customer Service Department
Handle urgent or escalated customer requests in a timely manner. Other duties as assigned
Ability to maximize performance through coaching and development

Customer Service Supervisor Resume Examples & Samples

Prefer 2 years experience supervising a team within a contact center environment
Strong communication, presentation and writing skills required
Understands the Customer Service environment and stays abreast of issues and events that have an impact on the business
Must have working knowledge of Microsoft products (Excel, Word, Outlook) and other Ticketmaster related applications

Customer Service Supervisor Resume Examples & Samples

· Direct and monitor activities of assigned staff including goal-setting, performance management, coaching, training, and development plans to develop an effective team with a strong customer focus
· Determine scheduling and staffing needs to maintain service levels objectives
· Conduct telephone monitoring for direct reports and provide feedback for development purposes and to ensure accurate and timely support
· Share information with staff, review team progress, and establish relationships with other teams to improve the knowledge base, reduce time on escalated inquiries, etc
· Analyze customer service metrics to determine problem and opportunity areas and monitoring performance against goal
· Ensure that escalations to various departments are seamless to our customers
· Establish documentation, implement consistent global processes, and train direct reports on all procedures
· Identify opportunities for improvement with technology systems and procedures, and initiate appropriate action to implement process changes
· Provide high-level support for all customer contacts by addressing their issue or query and/or routing their call to the appropriate department
· Proven management experience within a high-volume call center environment preferred, as well as knowledge of ACDs, call tracking systems, and call monitoring
· Leadership and team-building skills to motivate and inspire the team towards achievement of service excellence
· Ability to coach direct reports to strengthen their performance and improve skills in order to accomplish work objectives
· Problem solving and analytical skills with the ability to evaluate issues and conflicts and make timely decisions that benefit both the customer and the business
· Ability to take ownership of problems and coordinate appropriate internal resources to help solve customer issues effectively and efficiently
· Ability to train direct reports on new and existing procedures
· Experience supporting applications in a web environment, corporate intranets and integrated knowledge solutions
· Ability to follow and accurately explain a large set of procedural guidelines to a very high accuracy level
· Commitment to customer satisfaction to provide quick and thorough response to customers' requests or problems
· Time management and organizational skills
· University Degree is desirable
· Positive outlook on change and a flexible approach to the work environment and structure
· Superior verbal and written communication skills with the ability to quickly establish trust and reliability over the phone
· Attention to detail and the ability to prioritize and meet deadlines

Customer Service Supervisor Resume Examples & Samples

Motivate and direct Customer Service team to exceed both individual and department goals
Review team and individual performance, coach effectively, and help deliver improved performance
Review, analyze, and interpret data in order to uncover trends and provide feedback to Customer Service Representatives and the management team
Observe/listen support calls & emails and evaluate skills and behaviors in accordance with QA guidelines
Continuously assess our practices and organization for improvement with goals of efficiency, process, quality and cost
Manage individual performance of Customer Service Representatives in real-time and during regular 1 on 1 meetings
3+ years of Supervisory experience, preferably in a customer service/call center environment
Self-driven, eager to learn and goal-oriented with strong time management skills
Proactive problem solving, both technically and creatively
Exceptionally rigorous work ethic, adaptable to ever-changing hours and demands

Customer Service Supervisor Resume Examples & Samples

To lead and develop a sales team in the delivery of efficient sales and service excellence, to build and retain a satisfied consumer customer base, ensure the integration of sales and service aligned with policy of Citi
Undertake sales quality call coaching & call sampling
Monitors own and others performance to ensure that targets are achieved on time
Ensure the safety and security of both customers’ and the bank’s asset by applying and complying with established policies and procedures, and all regulatory requirements
Collect and direct critical customer feedback to supervisor for product / service / program improvement
College Degree desirable
Strong communication skills, sales and results focused
Ability to quickly establish and maintain rapport
High level of English proficiency, both verbal and non-verbal
Able to deal effectively with pressure
Solid skills in Microsoft Office, especially EXCEL
Previous sales coaching and leadership experience within a Call Centre at least 2 years, and experience in Banking Industry is preferred

Customer Service Supervisor Resume Examples & Samples

Manages computer and network support activities covering consulting, planning, and end user training
Directly supervises all assigned subordinate staff. Recruits, screens, hires and trains staff. Evaluates employee performance and provides guidance and feedback to assigned staff. Counsels, disciplines and/or terminates employees as required
Provides leadership in the use of computing resources for research, teaching and other scholarly activities. Collaborates with staff and faculty to incorporate new software and computing methods
Coordinates introduction of new computing resources with systems and hardware support personnel
Tests new software. Selects and recommends purchase of hardware and software for university-wide usage
Plans, designs and implements end user training
Provides for the training of department staff and end users in equipment and software
Interacts with hardware and software vendors to establish or maintain supportive relations
Networks with professional counterparts inside and outside the university. Participates in professional associations to stay informed of new developments and technologies. Makes recommendations to senior management regarding technology changes based on developments in field and business needs
Performs other related duties as assigned or requested. The university reserves the right to add or change duties at any time
5+ years of technical support/service management experience with at least 1 year of leadership or supervisory experience
Experience with both Mac and Windows operating systems
Demonstrated understating of computer networks and troubleshooting
Knowledge of daily Active Directory and Exchange server administration
Familiarity with VMware vSphere 4+ environments
Capacity to work with a wide variety of technical and managerial personnel to solve complex problems
Self-starter with the initiative and ability to complete tasks under minimal supervision
Proven analytical and problem-solving abilities and the ability to conduct research into a wide range of computing issues as required
Available to work off-hour shifts and participate in on-call rotation
Knowledge of monitoring and management tools such as Microsoft SCCM and SCOM

Customer Service Supervisor Resume Examples & Samples

Manages any work schedules necessary to effectively handle changes in volume of incoming client calls to maintain required SLOs
Responsible for directing issues relating to documenting employee performance objectives; providing recommendations for the development of employee training, experience level of the employees and business needs for the team
Coordinates with the billing team regarding billing issues, invoice changes and invoice distribution
Provides recommendations for process changes to improve productivity, reduce staffing/labor costs, and increase customer satisfaction and be prepared to fully implement the new process
Assists the Director with the employment, promotion, counseling and discipline of assigned employees
Prepares/analyzes appropriate reports and other business correspondence
Develop and maintain knowledge of all products and services
Up to 10% travel
2-3 years supervisory experience in a Sales/ Customer Service related role with high volume of transactions. Healthcare industry experience (medical billing, IT, MAC or other payer) preferred
Bachelor’s Degree or equivalent Business Experience
Must possess strong leadership and organizational skills, be motivated and thrive in a fast paced environment
Good analytical, problem solving and conflict resolution skills
The ability to accept and handle objections appropriately
Excellent customer service skills such as developed phone skills, customer relationship management, multi-tasking etc
Proficient in Microsoft Word, Excel, Outlook, PowerPoint and Internet Explorer
Proficient in customer relationship management tools (Salesforce experience a plus)

Customer Service Supervisor Resume Examples & Samples

Monitor and evaluate randomly selected calls to assess associates' service level standards and complete online evaluations of client calls
Resolve escalated calls and client account maintenance to include immediate feedback to associates
Facilitate bi-monthly team meetings to discuss various issues, services, policy and procedures, technical changes, and process improvements
Ability to utilize Microsoft applications, including Outlook, Word, Excel, Access, and PowerPoint
Ability and willingness to work non-traditional hours within an 18-hour day, 7-day week environment
Supervisory experience, preferably in a call center environment

Customer Service Supervisor Resume Examples & Samples

Problem Solving: Resolution of complex customer account disputes. i.e. payment application issues, cost per copy, equipment related issues, equipment returns, reconciliations, securing purchase orders, etc
Business Acumen: Strong understanding of all applicable CFS processes and how they relate to the leasing industry. Ability to understand and carry out business strategy/goals in order to achieve target results
In-Depth understanding of Infolease, including payment application methodology and other critical areas required to successfully manage the portfolio and bring timely resolution to open activities
Ability to obtain and understand root causes and work with internal and external (CUSA, Dealers) partners to bring timely resolution to any & all issues
Capable of recommending improvement ideas to management that will enhance the customer experience and/or provide additional efficiencies to the business
Participate in and take a leadership role in project teams and other business initiatives as requested
Drive for Results. Achieve difficult goals, having high self-confidence in his/her abilities, lead by example
Maintain a positive work environment
Interview and assist in the Hiring Process of new associates
Providing associates timely, candid and constructive performance feedback; developing associates to their fullest potential to enhance career growth; recognizing and rewarding associates for accomplishments
Building Relationships. Partnering with other functions to properly and timely service customers, establish operating protocol that allows for the most efficient resolution of tasks and customer inquiries. Partnerships include but are not limited to customers, internal CFS associates, CUSA, CSA, Indy dealers, etc
Understand the dynamics of the team; actively work to improve communication to both our internal and external customers. Develop trust
Self-Motivated, able to resolve issues with minimal supervision. Demonstrate high ethical standards, maintain optimism and promote team spirit
Build and maintain working relationships with our internal customers, Canon associates, our Dealers and our Customers
Ability to make sound, factual based timely decisions to provide an extraordinary service experience with customers
Education Required: Bachelor’s Degree in Business Administration or equivalent demonstrated experience
Experience Required: 5 plus years of Customer Service/Collections center experience. Experience in a leasing/financing administrative environment preferred
1-3 years of management experience, preferred
Strong understanding of leasing and financing terminology and processes
Familiar with industry best practices related to providing extraordinary customer service
Proven ability to handle multiple tasks and meet deadlines independently
Must be comfortable working in a fast-paced, conflict resolution environment and have the necessary skills to consistently perform to Canon Financial Services standards
Demonstrated experience with the use of PCs, along with the ability to navigate in a multi-window based environment. Advanced knowledge level of Excel and Microsoft Office products
Ability to remain focused and calm in high-pressure situations
Action oriented and adaptable to changing conditions

Customer Service Supervisor Resume Examples & Samples

3 years experience as a Customer Service Supervisor OR 7 years of branch operations experience including 3 years as a team lead or supervisor
Strong knowledge of bank products, operational procedures and practices
High school degree or equivalent

Customer Service Supervisor Resume Examples & Samples

Strong team player with the ability to lead and motivate others
Strong decision making ability
Flexible and adaptable with the ability to work well under pressure to meet deadlines in a fast paced environment
Ability to lead, motivate and continually develop individuals in order to create a cohesive and high-performing team
Strong desire and ability to serve customers and solve problems
Ability to build and maintain good rapport with internal and external customers and handle situations with confidence, tact and resourcefulness
Detail oriented with the ability to manage multiple tasks simultaneously
Excellent organizational and follow through skills
Excellent interpersonal, written and verbal and communication skills
Office environment. Utilizing an office desk – sitting, reading, listening, or speaking with the ability to move intermittently throughout the day
Strong sensory skills, such as good eyesight, good hearing, and dexterity
Ability to operate office equipment, including computers, copiers, fax machines, and phones

Customer Service Supervisor Resume Examples & Samples

Ensure excellent performance of customer service staff when servicing customer contacts, by working with and leading teams to ensure efficiency and quality service
Ability to effectively communicate to the staff and management through team meetings and other written or verbal communication
Proven customer focus and ability to manage change
Experience handling customer & employee concerns to resolution
Ensure team is aligned to and meeting Service Center Metrics
Partner with Recruiters to recruit, interview, develop, and manage a high caliber workforce with minimal turnover
Develop and maintain effective relationships with employees, internal partners and customers
Develop, motivate, and retain employees
Contribute in the development of Contact center programs and process improvements that enhance the level of internal and external customer service
Minimum of 2 years experience, Customer Service or Contact Center Management preferred
Knowledge of Contact Center systems such as CTI, WFM, and Quality Monitoring Systems preferred
Experience managing a team of at least 15 FTEs required
Strong PC skills (e.g., Word, Excel, and PowerPoint) preferred
Knowledge and understanding of retail industry a plus
Understanding of Contact center performance metrics and measurements

Customer Service Supervisor Resume Examples & Samples

5 years experience in branch operations
1 year experience as supervisor or team lead
Proficient knowledge of bank products, operational procedures and practices

Customer Service Supervisor Resume Examples & Samples

Be able to lead by example and represent leadership
Ability to communicate verbally and in writing with highest level of professionalism
Flexible to work outside of normal schedule for business needs, especially during peak holiday weeks
Able to collaborate and communicate appropriately with all members of the team and call center
Business, management, calls center experience a plus

Customer Service Supervisor Resume Examples & Samples

At least 5 years experience in banking service industry
Bachelor's graduate
Has supervisory skill

Customer Service Supervisor Resume Examples & Samples

Direct and monitor activities of assigned staff including goal-setting, performance management, coaching, training, and development plans to develop an effective team with a strong customer focus
Determine scheduling and staffing needs to maintain service levels objectives
Conduct telephone monitoring for direct reports and provide feedback for development purposes and to ensure accurate and timely support
Analyze customer service metrics to determine problem and opportunity areas and monitoring performance against goal
Ensure that escalations to various departments are seamless to our customers
Establish documentation, implement consistent global processes, and train direct reports on all procedures
Identify opportunities for improvement with technology systems and procedures, and initiate appropriate action to implement process changes
Provide high-level support for all customer contacts by addressing their issue or query and/or routing their call to the appropriate department
Proven management experience within a high-volume call center environment preferred, as well as knowledge of ACDs, call tracking systems, and call monitoring
Leadership and team-building skills to motivate and inspire the team towards achievement of service excellence
Ability to coach direct reports to strengthen their performance and improve skills in order to accomplish work objectives
Problem solving and analytical skills with the ability to evaluate issues and conflicts and make timely decisions that benefit both the customer and the business
Ability to take ownership of problems and coordinate appropriate internal resources to help solve customer issues effectively and efficiently
Ability to train direct reports on new and existing procedures
Experience supporting applications in a web environment, corporate intranets and integrated knowledge solutions
Ability to follow and accurately explain a large set of procedural guidelines to a very high accuracy level
Commitment to customer satisfaction to provide quick and thorough response to customers' requests or problems
Time management and organizational skills
University Degree is desirable
Positive outlook on change and a flexible approach to the work environment and structure
Superior verbal and written communication skills with the ability to quickly establish trust and reliability over the phone

Customer Service Supervisor Resume Examples & Samples

Working knowledge of Call Centre processes, systems and technologies
Previous Team Leader experience within a Call Centre setup
Tertiary qualifications desirable
Leads and influences people by example
Quick and resolute decision-making
Strong interpersonal skills with the ability to build effective relationships
Innovator with the ability to work with limited supervision
Demonstrates initiatives and positive attitude
Demonstrate efficient organization and planning skills

Customer Service Supervisor Resume Examples & Samples

Establish standards for call handling, service levels and performance monitoring measures
Possess a sound understanding of the product offering
Ensure that all Contact Center performance and service standards are met in the areas of quality, call processing time, and productivity
Evangelize ideas that will help to resolve customer problems
Document product functionality
Minimum HS Diploma or GED
Strong personnel management skills and experience including the ability to develop and motivate staff
Team player with the ability to work in a fast-paced environment is a must
Demonstrated ability to implement and develop strategies, build action plans, and set goals
Strong analytical, problem-solving and decision making capabilities
Ability to be flexible to handle multiple priorities
5+ years of management/supervisory experience in contact/call center
Demonstrated ability to develop, implement and execute business processes Strong issue management and risk mitigation background

Customer Service Supervisor Resume Examples & Samples

Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner. Oversees day-to-day workflow of Customer Service Representatives
Creates a high quality team environment that promotes achievement of common goals by establishing and implementing performance, service and quality standards and providing feedback and direction to ensure productivity levels meet or exceed standards
Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations and ultimately improves the efficiency and service to both internal and external customers
Responsible for coaching, development, and performance management of customer service staff. Conducts performance reviews and provide ongoing performance feedback. Addresses individual and unit performance issues as they are identified
Monitors inbound call volume and oversees offline functions within their team
Coaches and mentors assigned staff regarding employee issues, customer service processes and techniques, and strategies to assess overall customer needs leading to increased revenue. Provides training or resources as appropriate
Provides Customer Service Representatives with daily assistance with customer problem resolution and in managing escalated customer calls
Ability to coach, develop and lead a team of 20+ Customer Service Reps in a fast-paced call center environment
Exceptional time management skills with the ability to flex and multi-task
Strong analytical skillsExcellent customer service skills to include professional phone protocol
Team oriented with good communication and interpersonal skills
Demonstrated personal drive and sense of urgency, results-oriented
Ability to manage both the needs of the business and employeesStrong understanding of interdepartmental relationships in order to collaborate across the organization
Experience with call center telephony systems including user interface monitoring and phone sets
Specific focus during emergency situations and the recovery process
Ability to identify and enforce accountability to operations
Familiar with Oracle Teleservice application and Cisco CTI is a plus

Customer Service Supervisor Resume Examples & Samples

Supervises Customer Service Reps in the call center
Ensure sufficient phone coverage by monitoring stats and staffing. Will coordinate schedules for breaks and lunches
Answer the supervisor help calls from call center reps. Handle and resolve difficult/problem calls. Also coach the CSR staff through handling these types of calls
Track attendance of call center staff
Monitor agent calls and provide feedback on a weekly basis
Hires, evaluates, disciplines, coaches, motivates and provides regular feedback to CSR’s
Will support EEO/AA goals
Conducts meetings regularly, including daily updates with team
Implements policies/procedures
Monitors telephone communications with customers to ensure accuracy and consistency
Develops work schedules and delegates work assignments
Interaction with other departments to ensure proper resolution of problems
Collects and analyzes data using reports to improve productivity and quality
Assists and provides support to customer service managers
Participates in regular calibration meetings with QA and training groups
Attends inter-department meetings, as necessary
Degree in Communications, Business, Technology or related field or equivalent work and/or training experience is required
Minimum two years call center customer service experience with 6-12 months of customer service experience in the cable industry is preferred
Knowledge of CMS, ICOMS, NSM and Aspect a plus
Knowledge of basic mathematics, familiarity and use of computers, and general office procedures, with strong analytical skills
Must have clear, concise, grammatically correct verbal, written and interpersonal communications
Must possess strong interpersonal skills
Must be able to prioritize assignments
Must have the ability to process information accurately in order to follow directions and provide directions to others
Must be a team player, possess strong leadership skills
Must be flexible and adaptable to change
Must have outstanding customer service skills and a positive, professional attitude
Must be able to make decisions and use proper judgment

Customer Service Supervisor Resume Examples & Samples

Bachelor's Degree or higher
Prior experience in customer service or dispatch
Direct management experience
MS Office, Word, Outlook, and advanced query skills
Exceptional phone skills $
Experience with CRM or service databases

Customer Service Supervisor Resume Examples & Samples

Organize, train and oversee the functions of customer service staff consistent with unit policy and customer service policies and procedures
Monitor customer service activities ensuring that customers are provided with accurate information in a timely and courteous manner; intervene in matters requiring supervisory or special attention
Maintain up-to-date awareness of unit products/ services, policies and procedures subject to customer inquiries
Maintain required inventory of supplies for area
Perform other related duties as assigned
Education:High School Diploma/GED or Vocational School Diploma or equivalent combination of education and experience
Work Experience:Two to four years job related experience
Certifications: N/A
Skills:This job requires skills in customer service delivery processes including skills in supervision, communication and organization. Subject matter expertise is required to the degree necessary to effectively respond or oversee response to customer inquiries. Use of office and specialized computer applications is required
Preferred Education:Technical Diploma, Associate's degree or two years college course work
Preferred Work Experience:N/A

Customer Service Supervisor Resume Examples & Samples

Maintain daily, weekly and monthly target customer support metrics
Complete employee performance appraisals; ensure annual employee personal development plans are created, enacted and reviewed; approve and monitor employee performance goals in conjunction with department manager
Lead improvement initiatives for the department
Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance
Coordinate/partner with other groups to leverage staffing opportunities
Facilitate and resolve employee issues in conjunction with department manager
Interview and select staff for the department in conjunction with department manager
Manage the steps for successful on-boarding process of new employees, create training plans for new staff
Participate in services improvement initiatives
Bachelor’s degree in Business, Information Technology, Computer Science, or related field (or equivalent work experience in lieu of degree)
3 years supervisor/management experience in a customer service environment
2 years customer service experience
Strong customer service skills and focus as well as problem solving skills
Demonstrated leadership and problem solving skills
Ability to work extended hours, be on an on call rotation and travel as needed (approximately 15%)
3 years supervisor/management experience in a bank or credit union back office environment
Solid knowledge of EFT/Card Services and card processing experience

Customer Service Supervisor Resume Examples & Samples

Minimum 1 year prior supervisory/ management experience required
Minimum 1 year sales experience required
Previous management experience in a call center environment preferred
Ability to create and analyze reports
Strong interpersonal and negotiation skills
Excellent organizational skills and attention to detail required
Must be able to work in a fast-paced environment with daily work processing deadlines
Must be able to handle multiple tasks/projects simultaneously

Customer Service Supervisor Resume Examples & Samples

Required Qualifications: 5 years experience in branch operations. 1 year experience as supervisor or team lead
Preferred Qualifications: Proficient knowledge of bank products, operational procedures and practices
Work Schedule: M - T - W - TH - F 8:30 to 5:30

Customer Service Supervisor Resume Examples & Samples

Long-term Vision
You'll oversee all customer communications through available support channels and create appropriate messaging to be utilized by the support staff
You'll assist the Head of Customer Support and Operations Specialist in designing an effective, long-term support strategy that will deliver top-tier customer support to developers and consumers of Oculus products and services. Immediate Activities
Oversee all activities within the Oculus Support Tier 3 group and communicate output through regular reporting that is shared with the Executive team
Respond to customer service escalations from all available support channels
Work closely with the Training and Quality Specialist to create and distribute training to the Tier 3 group and our other support teams globally

Customer Service Supervisor Resume Examples & Samples

Provide support service to co-publishing and import business under management of Customer Service Manager
Partner closely with Sales Representatives on pricing of titles and services
Facilitate import order process by training customers to use CSS system properly
Partner closely with Asia Hub team to assist in resolving outstanding issues quickly and efficiently
Provide regular communication to customers as part of customer service and ensure customer issues are resolved quickly and efficiently
Serve as focal point for all inventory management matters for China
Assist Customer Service Manager to collect and organize business data
Coordinate internal process to enhance efficiency of co-publishing working flow
Assist Asia Hub Customer Service team and Customer Service Manager to ensure orders for digital products are processed accurately and according to process
Submit Accounts Receivable statement to customers once a month and assist Customer Service Manager to achieve collection target

Customer Service Supervisor Resume Examples & Samples

Make recommendations for assigned personnel regarding employment, career development, salary changes, promotions, transfers, and terminations, within established policies and guidelines
Verify and approve agent time cards, including Family & Medical Leave Act (FMLA) reporting and tracking
Monitor and evaluate randomly selected calls to assess agent’s service quality standards and complete online evaluations of client calls
Analyze key metrics, evaluate department’s achievement of those metrics and determine appropriate changes necessary to meet goals
Three years of contact center experience or equivalent experience with demonstrated high performance
Strong time management, people management and negotiation skills

Customer Service Supervisor Resume Examples & Samples

Excellent communication and writing skills
Strong proficiency with Excel
Ability to work under pressure and meet short deadlines
Ability to multi-task in a fast-paced working environment
Must be meticulous and detail oriented
Excellent time management and follow up skills

Customer Service Supervisor Resume Examples & Samples

Supervises sales and service staff
Oversees work assignments and workflow
Answers technical and procedural questions from lower level associates. May assist branch managers and supervisors with special projects
Ensures regulatory compliance. Researches and resolves customer inquiries
5 years of experience in branch operations

Customer Service Supervisor Resume Examples & Samples

Establish customer service objectives and priorities: overall and team specific objectives
Recommend initiatives with customers to optimize flows (information, products, financial) and costs
Define scorecards for key indicators follow-up and focus on service levels
Participate in customer service budget construction
Recruit, develop and manage his/her team, ensuring knowledge transfer and change management
Build customer relationships including customer meetings and exchange market information

Customer Service Supervisor Resume Examples & Samples

Expected to learn and uphold the DreamWorks brand standards along with the company’s policies and procedures
Coach and assist onsite set managers with experiential and operational training as well as brand guidelines throughout the season
Builds relationships with mall management, photo operators and DWA personnel through regularly scheduled meetings or conference calls
Join bi-weekly calls between DWA and production teams
Implement a cohesive training presentation and schedule for a DreamPlace location
Complete a daily comprehensive quality check of the house throughout the season to efficiently resolve any current, impending or recurring issues
Assist set managers with tech guidelines, game installation and connectivity training for onsite teams
Coordinate with the photo operators on the guest experience in regards to the following
Training materials
Training schedules
Uniform inventory
Line Management
Santa Room timing
Consumer Product inventory
Assist with retail layout
Assist with casting calls
Update and complete production logs and recaps
Report any updates, feedback and opportunities to the DreamWorks management teams
Has worked in a leadership role in guest experience, special events or live entertainment
Ability to troubleshoot the sets technology and problem solve quickly and effectively
Comfortable in a public speaking and presentational environment
Client relations oriented
Working knowledge of Microsoft Office, iOS and Google applications
Comfortable with walking and standing for at least 5 hours per shift
Able to lift up to 30 pounds
Expected to provide or own a laptop or iPad will be needed for daily logs, emails and training
Cell phone access is necessary

Customer Service Supervisor Resume Examples & Samples

40%: Lead and develop a team of Customer Solutions Specialists: This role is expected to build and sustain high performance across the COM organization Responsible for performance management, coaching, training, recognition and facilitating development opportunities. Participates in selection of direct reports and other employees; assists in determining resource need, plans for future workforce needs, and reviews with manager before making selection decisions. Supervisor related activity ie- scheduling, work flow management, overtime management etc
30%: Responsible for insuring strong process integration with activities up and down stream, identifying and deploying best practices across the COM organization and holding others accountable. Identify & lead process improvement opportunities and communicate these process and procedure changes to fellow team members. Using comprehensive knowledge and full experience, provides guidance and feedback to help team identify areas of improvement and cost management deficiencies in order to create efficient customer service techniques and tools/systems
25%: Coordinates communication with customers and other functional areas regarding order status, sales forecast, invoices, and other pertinent information needed to complete the customer experience. This will include simple problem resolution to complex service interruptions. Will facilitate and or participate in 5 why & cause mapping activities as they relate to customer ordering & receiving experiences
5%: Perform miscellaneous job-related duties as assigned
Minimum two year degree or 3 years order management/customer service experience or supply chain experience
Experience leading a team
Ability to motivate for high performance
Excellent communication skills for dealing with both internal and external customers
Strong computer and analytical skills
Excellent prioritization skills including the ability to meet deadlines while working independently
Ability to maintain a cohesive team environment
Demonstrated Microsoft office suite proficiency
Ability to influence others with or without authority
Travel up to 25%
Demonstrated knowledge of SAP or similar ERP systems

Customer Service Supervisor Resume Examples & Samples

Optimum planning and satisfaction of customer’s demand or replenishment needs in the most cost effective way and required speed
Delivering effective business solutions on time and error-free, monitoring the effectiveness of solution design
Improving process efficiency through leverage of GLOBE Template functionality
Making our “Customer’s agenda, our agenda” while ensuring compliance to Nestlé standards
Continuously reviewing customer order pattern, analyze data, identify trends and share with stakeholders to take corrective action and modifying procedures where necessary
Effective recognition of customer specific opportunities that enhance Nestlé Supply Chain performance (e.g. order cycle optimization, implement order capture methods, improved case fill rate)
Demonstrate ability to build, develop and motivate a high-performing customer oriented team to meet or exceed customer expectations
Drive proactive communication through regular team meetings and encouragement of ongoing teamwork
Project manage any development or training initiatives
Strive for continuous improvement and be a leader of Best Practice implementations
4-5 years or more experience in at least two of the following areas : Customer Service/ Demand & Supply Planning/ Distribution/ Materials Handling Sales and/ or Marketing
Proven ability to manage and develop individuals and teams effectively
Project management experience to implementation of major project/s or change program/s
Strong experience and background in SAP system and order to cash process with excellent analytical skills

Customer Service Supervisor Resume Examples & Samples

Oversees the performance, quality and issue resolution for EDI, fax, telephone, credit card order processing to domestic (US/CA) and international customers
Provide support in call escalation situations. Serves as an expert in dealing with difficult customer interactions
Provide on-going coaching to each Customer Service Representative on team concerning quality, reliability, accountability and productivity to ensure objectives are met
Resolve moderately complex support-related issues for the customers and staff
Regularly monitor customer call metrics in order to improve performance and provide constructive feedback to CSRs
Plan and organize workflow and resourcing to ensure efficient CS operations
Acts as a communication liaison between customer service, outside sales and other departments
Recruit, interview select, train, and develop customer service representatives in customer service techniques Assist in cost control and managing departmental budgeted expenses including approvals related to credit and debit memos
Bachelors Degree required in Business Administration, Supply Chain, or a related field, or equivalent combination of experience and education
2-+ years of progressive supervisory experience
Experience with order management on an ERP system (SAP, ORACLE, JDE, etc.)

Customer Service Supervisor Resume Examples & Samples

First party collections background from a financial institution
Job Related Experience: 5 - 8 years required
Management Experience: 3 - 5 years required
Ability to solve problems based upon researching and analyzing information before recommending/selecting the appropriate solution
General responsibilities and objectives are assigned with considerable latitude for defining actions and setting priorities. Generally, results and outcomes are reviewed, rather than work in progress
Ability to make innovations, which affect this job and suggests changes to the immediate supervisor that affect other related job
Ability to compose and/or interpret internal and/or external business letter, memos, reports, may require understanding and explanation, of policies and procedures to others, both internal and external to Fiserv
Knowledge of repossession and bankruptcy proceedings
Ability to manage time effectively and multi-task
Excellent communication, leadership, organizational and interpersonal skills
Experience with budgeting and staff forecasting

Customer Service Supervisor Resume Examples & Samples

Previous leadership and/or senior representative experience in a call center environment
Experience in any position where you had to demonstrate excellent communication skills
Positive: Maintain a positive attitude by focusing on solutions and promoting a collaborative and enjoyable environment
Respectful: Value teamwork, share successes, appreciates others and communicates in a way that promotes trust
Insightful: Make timely well considered decisions, create innovative solutions and continuously learn
Direct: Communicate clearly and objectively; don’t be afraid of difficult conversations. Raise concerns through the proper channels
Earnest: Be honest, sincere and consistent. Work hard and pursue our goals together relentlessly

Customer Service Supervisor Resume Examples & Samples

Provides feedback and follow up on the performance of tasks to customer service support associates
Educates team on appropriate customer service skills and responses by specific topics
Responds and takes actions to escalated customer concerns and complaints
Executes all down time and emergency operating procedures and processes as appropriate
Supervises and trains associates customer service as well as loss prevention policies
Provides input on the development and implementation of policies, practices, procedures, and attainment of operating goals
Supervises and coordinates activities of departmental activities and subordinate staff
Interprets policies and procedures and enforces company policy and practices
Establishes or adjusts guidelines / policies / procedures to meet goals, regulations and schedules
Recommends measures to improve methods, performance, and quality of product or services, and suggests changes to increase efficiency
Analyzes and resolves work problems, or assists associates in solving work problems
Initiates or suggests plans to motivate staff to achieve work goals
Prepares reports and records on department activities for management
Performs other duties as assigned by manager
Thorough knowledge of transactional, departmental and industry related procedures
Ability to lead people and achieve results through others
Excellent customer service and issue resolution skills
Able to make decisions quickly and independently
Computer skills including working knowledge of spreadsheet, word processing and database software packages, internet applications and/or company specific computer applications
Completion of a High School diploma or GED required
Completion of an undergraduate degree in any equivalent field is preferred
Minimum of 5 years of experience in a customer service role which includes experience in leading teams for 3 years or more

Customer Service Supervisor Resume Examples & Samples

Work closely with Pricing Manager as needed
Train, support, and develop Customer Service Coordinators
Develop processes and communication to ensure day to day deadline requirements are met
Responsible for knowledge of, application of, and calculation of accrual’s for the Production Animal Sales and RM purchase incentives
Review and process credit and rebill adjustments relating to contract pricing, promotional corrections, miscellaneous product adjustments as requested by managers in the sales, operations, pricing, accounting, purchasing, shared services and finance departments
Responsible for manufacture delayed billing programs to monitor and process as applicable
Responsible to process the VetOne brand bi-monthly billing for Radiation Detection Badges
Responsible to process the Animal RX credit/bill adjustments as needed
Support Online Store Support in the phase out process
Lead team in developing process improvement applications

Customer Service Supervisor Resume Examples & Samples

Meet/exceed metrics and deadlines established for department such as handle time, abandonment rate, average speed to answer, and quality scores
Propose and implement creative solutions to daily workflow problems and temporary labor shortages; serve as initial response for problem or process review
Assist in the development and implementation of Standard Operating Procedures (SOPs) for all customer service functions
Serve as an escalation point for investigation and resolution of non-routine concerns or complaints that go beyond front line teammate capabilities
Coordinate with the management team to plan production staffing requirements on a daily, weekly, and quarterly basis
Maintain absolute compliance to all applicable regulations; document appropriately
Create and maintain positive relationships with the DaVita Rx Pharmacy Operational Directors, Managers and Chief Pharmacists
Attend staff meetings, teleconferences, and patient care conferences as needed
Perform other duties as deemed necessary by Pharmacy and Operational Management
Travel required: up to 5%
Demonstrated ability to prioritize work, handle multiple and possibly conflicting priorities, and meet daily deadlines
Demonstrated ability to provide a balance to department efficiency and field service excellence
Willingness to assist teammates in order to achieve departmental goals
Supervisory experience demonstrating willingness, desire, and ability to supervise with aptitude for coaching, mentoring, training, and developing teammate performance and skills to foster a positive, fulfilling work environment required
Ability to maintain open and clear communication with teammates
Demonstrated desire and willingness to train new teammates and provide ongoing mentoring and coaching for all teammates; able to coach teammates to achieve continuous improvement
Demonstrated ability to work well with cross-functional groups
Demonstrated interpersonal, collaborative, and relationship-building skills; ability to interact positively with teammates at all levels across the company
Demonstrated ability to communicate difficult or sensitive information tactfully
Proven leadership skills and demonstrated "leadership by example" by projecting a positive attitude and involvement in DaVita Rx teammate activities
Innovative, analytical thinker with demonstrated ability to perform root cause analysis, prepare and implement action plans, and lead improvement initiatives
Demonstrated expertise in business and analytical skills
Demonstrated ability to create, refine and manage new business processes
Demonstrated ability to work in a high production environment, meet set deadlines and production metrics consistently
Demonstrated strong personal desire for continuous learning and growth

Customer Service Supervisor Resume Examples & Samples

Strong Communication Skills
Ability to manage a team of 12-15 employees including quality control, performance review and metrics
Bilingual (English & Spanish) or have managed Bilingual employees

Customer Service Supervisor Resume Examples & Samples

Works independently
Coordinates others' activities
Owns output at task level
Work is generally limited to own function
Coordinates work activities with other supervisors
Develops plans to meet short-term objectives
Identifies and resolves operational problems using defined processes, expertise and judgment
Decisions are guided by policies, procedures and business plan
Product, service or process decisions are most likely to impact individual employees and/or customers (internal or external)
Acts as a facilitator to resolve conflicts on team
1+ years of Supervisory experience
Bachelor's Degree (or higher)

Customer Service Supervisor Resume Examples & Samples

Works closely with Senior Leaders to develop plans that define the direction of the team
Manages the daily operations and departmental functions including the implementation of training programs to ensure world-class customer support and order management
Evaluates and measures customer satisfaction to develop and implement plans for continuous improvement
Resolves unusual or non-routine inquiries to ensure customer satisfaction
Resolves customer requests for adjustments in orders or billing
Responsible for all staffing, performance management, training, and development of associates
Tracks and reports department and sales goals, order management operations, and/or training activities
Assist in developing and maintaining department budget and works to achieve financial objectives set by senior management
Participates in the planning and implementing of sales strategies and goals
Provides associates with proper and effective training in areas of sales, products, applications, phone etiquette, professionalism, and listening skills
Acts as liaison between the customer and other McCrometer departments
Actively participate in Policy Deployment (PD) initiatives and meetings
Coordinates support with other functional teams and operating companies
Ensures processes and systems are analyzed for continuous improvement
Work with Information Technology and Senior Management to evaluate new technologies and ensure implementation of those that will benefit the customer
May lead or support development and delivery of on and off site training programs and customized technical support activities including all pre and post training preparation
Analyze/Manage Quality information to ensure accuracy and completeness of information and develop effective reporting to assist management in continuous quality improvement
Participates in occasional overnight travel domestically
Associate’s degree with technical experience preferred
A minimum of 5 years of professional experience in a service management/leadership role in phone sales, technical support and/or training environment
Previous supervisory experience is strongly preferred
Strong track record of managing a telephone based sales and/or support team
Previous experience in expressing customer empathy and in meeting customer needs
Experience in the recruitment, development, and discipline of a highly engaged team
Demonstrated aptitude for change and a drive for continuous improvement
Strong interpersonal and intercultural skills with the ability to work positively with diverse users
Demonstrated problem solving and organizational skills
Ability to accurately assess key business metrics and situations
Ability to work in a complex environment where multi-tasking is required, priorities frequently change, and deadlines must be met
Proficient Computer skill’s (Windows, Microsoft Office, etc.)

Customer Service Supervisor Resume Examples & Samples

Promoting a culture of achievement & continuous improvement to ensure the department increases it effectiveness and build strong relationships within the team, customers, sales & internal functions
Ensuring policies, procedures, processes are followed
Measure essential KPIs
Order entry turn around
Credit/ Debit Notes
Delivery Performance
Management of backlog
Ensure that all orders/quotations and customers queries are resolved quickly and to the satisfaction of the customer to promote quality customer service
Ability to problem solve, providing guidance and find solutions for staff on customer, systems or commercial issues
Ensure compliance with pricing & approval policies & drive mechanics of regular price rises
Run talent management for the team; ensure all staff have JDs, objectives, development & training plans
To follow relevant legal requirements and the company Health & Safety policy
Manage Contracts and Agreements (inclusive of Non – disclosure agreements) for the ANZ region

Customer Service Supervisor Resume Examples & Samples

Preferred Bachelor’s degree
High level of Excel knowledge including report generation, pivot tables, V look up
5 Years Customer Service experience in a B2B environment
Logistical experience preferable (working with 3rd party warehouse operations)
2 – 3 years team leadership / supervisory experience
Experience in the Healthcare sector preferable
Assertive attitude, enthusiastic to learn, open to unexpected challenges, logical and analytical approach to challenges and able to think of their feet
Additional language would be a plus
Ability to work under pressure to short deadlines
This role requires a CAN DO attitude, excellent team work, organizational skills and forward thinking

Customer Service Supervisor Resume Examples & Samples

Strong knowledge of Customer Service practices and systems
Excellent team and leadership skills with the ability to effectively build strong relationships and influence at all levels of an organization, including cross-functionally
Excellent oral, verbal and written communication skills; experience effectively presenting ideas in front of small and large groups
Ability to think strategically to ensure the Customer Service organization and processes support Supply Chain initiatives and Business strategies
Ability to effectively analyze data/situations and problem solve through resolution
Ability to prioritize and multi-task in a dynamic, fast-paced environment. Demonstrated efficiency working well under pressure and within time constraints. Self-motivated and organized
Ability to provide sound judgment with limited detail and in possible unclear situations
Ability to influence and champion change efforts
5+ years’ experience in Customer Service or Supply Chain including experience that demonstrates increased responsibility
Strong proficiency in Excel, Word, PowerPoint and complex computer systems is required
Excellent working knowledge of systems (SAP, Vendavo, Salesforce, etc) used to support management of customer accounts required

Customer Service Supervisor Resume Examples & Samples

Supervise and driver performance of Production planners and Customer service associates
Resolves all issues that associates can not resolve relative to produciton planning & delivery of products
Coordination and managing of customer orders
Managing escalations and prioritizations of customer orders
KPI’s Reporting
Recriting and Training of new employees
Ensures timely and correct customer order planning
Ensures effective communication between customers and the supply chain
Administrates escalation and prioritization process
Manages OPC team,day to day operations, medium and long term projects,activities
Ensures that all company and department policies and procedures are followed
Is responsible to measure assigned proceses and achieve set goals
Helps to define daily and weekly priorities for production and other related departments
Is responsible for training of new employees and preparation of instruction manuals
Works in accordance with 5S and Lean programs
Ensures that Emerson Quality and Environmental policy is adhered in all processes and activities
Works in accordance with local and international Emerson Trade Compliance rules and procedures

Customer Service Supervisor Resume Examples & Samples

Evaluate and coach Customer Service Agents to ensure all metrics are met
Ensure that Customer Service staff provides the highest level of service at all times ensuring customer confidence
Build and maintain a positive working environment
Should have at least two years of full-time work experience
Should have at least one year of previous supervisory experience in a customer service environment
Previous contact center experience is a plus, but not required
Other related experience could be considered
High school diploma required. Bachelor degree a plus
Must have working knowledge of Microsoft products (Excel, Word, and Outlook) and other Ticketmaster related applications

Customer Service Supervisor Resume Examples & Samples

Coach and Develop Employees
Review Employee Statistical Reports and provide feedback on how to improve service and/ or develop efficiencies
Conduct monthly 1 on 1’s
Ensure that we provide Best Service to our customers at Best Cost
Monitor employee calls and Audit their work to ensure that they are handling correctly and if not provide coaching
Handle escalated issues for customers; aide CSR’s in resolving escalated type situations
Support Training for themselves as well as for their team members
Partners with others to achieve goals
With HR to hire, counsel, terminate, write and conduct performance appraisals
With Peers to ensure consistently and gain /share best practices
With Business to ensure that connection is made with our internal customers such as Sales, Finance, Distribution, etc
With Strategic Sites to ensure that we are communicating and sharing information in regards to the business
4-5 years of Customer Service Experience
Computer system proficiency - MS Excel, Word, Outlook
Strong phone etiquette
Professional business skills
Active listening and exceptional analytical skills
Project Management Skills

Customer Service Supervisor Resume Examples & Samples

Practice GDIT values and act as a role model
Supervise; develop; and coach CSRs to assure productivity; quality; attendance; and timeliness of work in the completion of assigned projects and departmental goals
Perform tasks to assure service level requirements and adherence goals (such as real-time adherence (RTA) and average handle time (AHT) are met
Assume leadership responsibility for department tasks and contact center activities as required
Review; approve; and sign timecards on daily and weekly basis as required in the timekeeping policies
Complete and deliver employee performance appraisals
Work closely with CSRs and other supervisors; customer service managers; and program managers within functional areas of the contact center
Participate in the interview process and recommend hiring contact center staff
Understand the CSR Monthly Balanced Scorecard Metrics and performance scales and coach for improvement of results
Attend calibration sessions for the purpose of keeping current on quality changes
Facilitate and deliver training as required under department guidelines including essential job training (EJT); initiatives; and up training. Ensure 100% completion for all direct reports
Act as a point of contact as required
Support and enforce contact center expectations as well as departmental and corporate policies and procedures
Log in to queues as required during high call volume or all hands status
Communicate pertinent program updates in a timely manner
Maintain department records
Recommend; complete and deliver corrective actions as applicable
Maintain schedule flexibility due to business needs; anticipate assigned shift change at any time
Review contract scope and requirements
Ensure full adherence to COR requirements
6 months supervisor or leadership experience and previous marketplace experience required
Minimum 2 years customer service; leadership; and team interaction skills are required
Experience with; or knowledge of; the healthcare and health insurance industry preferred
Ability to interact with all levels of management
Ability to speak and communicate effectively in English; both verbally and in writing
Uses good judgment; ability to make independent decisions and proactively problem solve; as required
Must be organized and have strong time management skills
May be required to work off-shift; and occasional travel to customer and other GDIT sites may be required
Must have PC skills (Microsoft Office) with an emphasis on Excel
Basic math skills required
Bilingual ability a benefit

Customer Service Supervisor Resume Examples & Samples

Ensure that team leads are performing their duties and that all team issues are being addressed on a daily basis
Follow up with any SUP issues that have not been resolved within 1 business days
Answering email requests in regards to customer service problems from Leads or agents
Resolving issues immediately that are identified by Leads and CSR’s such as shipping issues, delivery issues, and returns issues
Meeting with Leads and reps once a week to see where we are and how we can improve
Handling escalated team issues/phone calls
Leads monthly evaluations
Review reps monthly evaluation
Interviewing employment candidates
Helping Mangers with any special assignments
Perform other duties as required and assigned by manager and upper management

Customer Service Supervisor Resume Examples & Samples

Coordinates, supervises and is accountable for the daily/weekly/monthly activities of a team members
Coordinates work activities with other supervisors, managers, departments, etc
Conducts annual performance reviews for team members
Entry-level proficiency with Windows PC applications (this includes the ability to learn new and complex computer system applications)
Bilingual Spanish speaker

Customer Service Supervisor Resume Examples & Samples

Enable team members to deliver consistent high quality service that delights our customers; continuously coach the team to ensure the individual and team performance goals are achieved
Serve as a leader by directing the team and ensuring the team successfully applies the call/ claim strategy to each interaction
Assume accountability for ensuring individuals and the teams meet their performance metric goals utilizing reports and data available
Maintain a positive work environment that supports a quality driven team and identifies any issues that may inhibit performance
Development of improvement plans with the assistance of a business manager using available sources: team/site customer surveys, telephone reports, error/defect reports, quality, production results, vendor issues, call monitoring
Facilitate meetings to communicate team performance goals and results; share general corporate communication; and provide a forum for surfacing opportunities and/ or issues
Provide regular performance reports (e.g., status) to the Business Manager
Keep performance on track by monitoring and managing each staff member's performance; conduct formal twice monthly one-on-ones, annual performance reviews as appropriate
Provide coaching to associates based on quality results and develop improvement plans when needed; provide corrective feedback to manage employees who need improvement
Coach staff to develop professionally in current role and potential career development opportunities; identify high potential staff for succession planning
Partner with Business Manager to recruit, develop and manage a high caliber workforce with minimal turnover
Utilize incentives and salary compensation in support of Pay for Performance culture
High School diploma/ GED is required
2+ years experience in team interactions and improvement methods/ projects (e.g., coaching, quality, productivity) required
2+ years of call center customer service experience required
1+ years experience using call center management tools such as IEX, CMS, ILEAD or GPS required
Hours of operation are 8:00am - 8:00pm Monday - Friday
2+ years of customer service experience in the healthcare industry
1+ years knowledge of Medicare & Retirement services

Customer Service Supervisor Resume Examples & Samples

Respond to customer enquiries via several channels (Chat, Email and Telephone)
Handle customer escalations
Ability to confidently lead and organise a team
Good understanding of fashion/fashion brands
Ability to exceed customer expectations

Customer Service Supervisor Resume Examples & Samples

5 years experience supervising a call center environment
2 years experience working in a technical call center environment
Bachelor’s Degree is highly preferred
2 years experience managing an international call center
2 years experience supervising in a technical call center environment
Experience in both consumer and B2B customer service
Experience in managing employee relations

Customer Service Supervisor Resume Examples & Samples

Leads and supervises a group of Customer Service Reps (generally 15 – 20 reps assigned to support BU’S assigned) to meet/exceed the needs of customers and the BU. Participates in all hiring and staffing for the department. Maintains a diverse, effective and cohesive team-oriented group of CCCs. Supports departmental budgets and is accountable for tight expense control in the department to meet budget objectives
Oversees development of CCCs. Works closely with the Performance and Metrics group in Customer Service to ensure CCCs receive the coaching and training they need to meet/exceed expected performance levels. Understands and uses KPIs from the Performance & Metrics group to drive rep and team performance. Leverages internal SAC People & Performance and external training programs to help develop CCCs. Develops CCCs who eventually move into greater roles within Sealed Air
Brings understanding of the assigned BU product & service offer, markets and customers and Sealed Air business processes (IS, Finance, Supply Chain, Logistics, People & Performance etc.) to the job. Works consistently to improve understanding in these areas and transfers knowledge to the CSR group
Sets direction for CCCs including a commitment to constantly exceed the needs of customers. Clearly understands, communicates and executes Sealed Air’s World Class Customer Service vision and culture. Actively promotes and reinforces SAC core values, strategic initiatives and code of conduct with CSRs
Maintains personal relationships and contacts with key customers, sales management, supply chain, IS and finance personnel to urgently and constantly look for ways to improve service levels. Understands the needs and priorities of the assigned BU(s) and ensures that CSR’s execute to meet these needs and priorities
Works positively and professionally with support personnel and treats everyone with respect. Works to leverage the collective resources of the function to optimize customer satisfaction and value to Sealed Air
5+ years relevant Sealed Air working experience in Sales, IS, Supply Chain or Customer Service preferred
Degree in business, marketing, or social sciences preferred
Strong knowledge of SAP desired
Strong knowledge of Food Care Packaging and Hygiene Solutions product offerings desired
Demonstrated competency - in previous Sealed Air roles - in the company’s core leadership framework: setting direction, meeting commitments, leading people and winning together
Overnight travel (up to 25%) required

Customer Service Supervisor Resume Examples & Samples

Supervises 20 - 25 Customer Service agents handling contacts received via telephone, email or fax channels with varying work schedules
Analyzes call center statistics through reporting; identifies, monitors, tracks and analyzes call volume, productivity and qualitative metrics
Creates and cultivates a progressive culture within the team by managing individual and team performance expectations and goals
Directs the activities of agents to maintain and improve customer satisfaction, monitors real time service levels and schedule adherence, and serves as a leader and point of contact for escalated contact resolution
Trains, coaches and motivates direct reports in customer service, call center operations and procedures
Provides strategic and tactical planning for call center operations to ensure operational effectiveness and high quality interactions with clients
2+ years of experience in call center leadership
Equivalent combination of education and related customer service leadership experience
Strong project and time management skills
Willing to work a variety of shifts to support the business hours of Monday – Saturday, 8am to 8pm
Experience in training, Quality Assurance, and Workforce Management
Excellent written/verbal communications and interpersonal skills
Strong PC skills, including SAP, Excel, Word, PowerPoint, Outlook, and ACD/Contact Center Reporting
High energy for an ambiguous and fast-paced environment

Customer Service Supervisor Resume Examples & Samples

Performs Customer Experience Evaluations as assigned for each direct report
Holds weekly one-on-one coaching sessions with direct reports to promote a superior patient experience and to ensure that optimal call processes are deep-rooted into day to day customer service activities
Writes and presents performance reviews and monthly evaluations as directed by Manager/Director; Coaches and develops PCL’s to have the knowledge and skills to answer callers’ inquiries, responds to requests for support quickly and effectively
Responsible for interviewing , hiring, training, developing, advancing, and managing performance of direct reports; Builds buy-in and commitment to promote employee support for tactical and strategic objectives and initiatives
Manages and holds team accountable to meet performance objectives and ensure adherence to HIPAA and data/information security compliance protocols
Shares responsibility and accountability to the center level performance objectives relating to: Employee Engagement and Patient Satisfaction Results vs. Goals
Knowledge and understanding of organizational policies, procedures and systems
Knowledge of basic operations, tools, and resources related to internet and social media
Demonstrates good judgment in handling situations not covered by written or verbal instructions
Communicates clearly and effectively both verbally and in writing
Demonstrates the ability to manage daily, weekly, and monthly tasks for self and assigned team
HS diploma/ GED
3 years of previous leadership and customer service experience required
3 years of supervisory experience preferred
Internal Candidates: Experience in Senior PCL Role strongly preferred

Customer Service Supervisor Resume Examples & Samples

Leadership Experience mandatory
5+ years' of experience in a Call Center Environment
3+ years' of Supervisory experience
Ability to prioritize and perform multiple tasks
Ability to work flexible hours and/or on-call
Demonstrated phone skills including the ability to control call direction
Demonstrated strong interpersonal skills, including patience, persistence, and flexibility
Ability to establish and maintain effective working relationships with superiors, peers and others contacted during course of business
Demonstrated ability to maintain a high level of customer service by responding promptly and effectively to customer concerns and problems

Customer Service Supervisor Resume Examples & Samples

Ensure that CSRs respond accurately and professionally to all passenger inquires and complaints
Keep the Manager of Customer Service and Claims (MCSC) apprised of daily activities and all customer service and operations related issues
Assist the MCSC with scheduling to ensure continual CSR staffing, covering vacancies as needed
Make public service announcements, including but not limited to informing passengers of delays or service disruptions
Assist with data collection and management for customer service and operational functions
Compile customer service reports and other reports as required
Assist passengers with disabilities out to the trains utilizing the MARC cart
Assist with pre-boarding ticket inspections as needed
Implement and carry out the evacuation plan in the event of an emergency
Provide input in training programs aimed at train crews
Assist with training of Train and Engine crews on Customer Service and monitor results by audits of the same
You hold an associate degree; a bachelor degree is preferred
You cumulate a minimum of 3 years of work experience in a position with similar duties or in a customer service or communications position
You must be proficient with Microsoft Suite (Excel, Word, PowerPoint, Visio, Outlook, etc.)
You must be able to travel as the role requires being able to ride the commuter trains on the Brunswick & Camden Lines, visit the facilities that are linked to the operations & maintenance Bombardier provides for the MTA
Your English communication skills are excellent, both written and spoken

Customer Service Supervisor Resume Examples & Samples

12 mos. trg. or 12 mos. exp. as ombudsman in governmental agency or private sector
Or 12 mos. exp. as Customer Service Assistant 3, 64433, for assigned agency
Or equivalent of Minimum Class Qualifications for Employment noted above

Customer Service Supervisor Resume Examples & Samples

1+ years of Leadership and/or SME experience (successfully led a group of individuals and/or various projects)
Available to work an 8 hour shift between the hours of 7:00 am and 8:00 pm, 5 days a week, Monday through Friday
Medical Claims Processing experience
Supervisory experience in a call center environment or in a strongly related environment
Working knowledge of Administration of HR Policy and Procedures

Customer Service Supervisor Resume Examples & Samples

Ensure all Service work orders and Service contracts are accurately billed as rapidly as possible
Process Service quotes in a timely and accurate manner
Support validation plate recertification revenue targets by managing contact of customers in the plate certification funnel
Ensure that all requests for Service are dispatched the same day that they are received
Work with the Service Operations Manager to develop and implement a plan that optimizes Field Service Engineer utilization, thereby significantly reducing travel and other related expenses
Maintain daily visual management of service logistics
Work with the Quality Manager to maintain ISO17025 certification
Support the timely return of defective product to manufacturing for root cause analysis
Provide data to support Key Performance Metrics (KPIs) in support of business priorities
Provide daily maintenance and support of business system database (BSD)
Make upgrades and changes to BSD to improve process flow
Create custom docs, reports, and dashboards as needed to manage the business
Generate data files for upload to BSD
Support BSD enhancements and program integrations
Bachelor’s Degree, preferably in a related field such as Business or Operations Management
Minimum of 2-3 years of experience in an Operations or logistics environment, preferably in a high tech field
Supervisory experience preferred with at least 1 – 2 direct reports
Past experience with a Salesforce.com or a comparable CRM platform is a major plus
Proficiency in Microsoft Word, Excel and PowerPoint
Highly customer (internal and external) focused with a true passion for creative problem solving
Understanding of general finance principles, ability to conduct basic cost/benefit and other similar analysis
Very strong time and project management skills
Demonstrated commitment to continuous improvement and ability to drive acceptance of change

Customer Service Supervisor Resume Examples & Samples

Provide expertise and/or general claims support to teams in reviewing, researching, negotiating, processing and adjusting claims
Authorize appropriate payment or refer claims to investigators for further review
Analyze and identify trends and provides reports as necessary
Respond to claims appeals
Supervise, monitor, track and direct day to day operations to staff
Self-funded knowledge back ground beneficial. Understanding of overall claims process and workflow required
3+ years of Customer Service experience
Proficiency with Microsoft Excel (sorting, and filtering) and Microsoft Word (creating and editing documents)
Prior leadership experience
Familiar with small group or self funded product designs
Understanding of UHOPS processing system

Customer Service Supervisor Resume Examples & Samples

Coordinates, supervises and is accountable for the daily, weekly, monthly activities of a team members (Roughly 20 Reps/Supervisor)
1+ years of experience coaching or motivational skills at both an individual and team level
2+ years of experience working in a Call Center
2+ years of experience managing personnel
Ability to create, edit, save, and send documents utilizing Microsoft Word
Ability to create, edit, save, and send spreadsheets utilizing Microsoft Excel
Ability to use Microsoft Outlook to send, save, sort, and set meetings and assign tasks
Available during hours of operation 7:00 am - 11:00 pm Sunday through Saturday (actual work schedule is 5, 8 hour days during that time period)
2+ years of experience working with Human Resources policies and procedures
Medical claim processing (e.g., least, somewhat and most complex) or customer service or claim experience (e.g., simple or complex)
Experience in team interactions and improvement methods or projects (e.g., coaching, quality, productivity)
Working understanding of managed care

Customer Service Supervisor Resume Examples & Samples

Specific to the automotive market, the supervisor leads the CSSR team in daily management of customer vendor managed inventory (VMI) programs to ensure target inventory levels are established and follows business process documents for communication and actions for customer changes in forecast that lead to over pulls and underpulls to their forecast. The supervisor must have a clear understand of reporting information and CSSR requirements related to the Quinitiq Demand Planner system
Automotive customers purchase material from Alcoa's Davenport, Danville, Lancaster, Tennessee. and San Antonio facilities. The automotive supervisor must implement and stabilize vendor managed inventory (VMI) and Order Management processes across all locations to ensure customer requirements through Make to Ship, Trials and VMI are achieved. Building connections with Accounting, Supply Chain Management, Quality and IT are required for each location to enhance and establish processes
Coordinating the administration associated with the customer relationship such as credit holds, shipping releases, accounts receivable items, sales order acknowledgments, as well monitoring of “make-and-hold” or other commercially driven finished goods. This also includes the audit systems of these processes to insure they meet internal and external standards/rules
Monitoring our demand management system. This includes input on the development of processes, standard operating procedures, and linkage to manufacturing. Weekly analysis and follow- up with the commercial organization to insure appropriate matching of available demand and capacity to meet and exceed our business plan (volume and mix). Close coordination with all disciplines is required as well as excellent system view and problem solving skills
Soliciting and acting upon specific feedback to improve linkages with customers, engaging in cross-functional teams, and provide assistance as appropriate. The Supervisor must establish rapport with Marketing Representatives, Account Managers, and CSSRs
Bachelor’s degree in finance, accounting, information systems, industrial engineering, supply chain management, business administration, or other business-related degree from an accredited institution
A minimum of 5 years of related experience, including experience in a complex & analytical role in a manufacturing industry
Quantitative skill-set with demonstrated ability to work in a fast-paced, complex environment
Comfort using multiple complex computer systems simultaneously
Comfort analyzing data from multiple sources in multiple formats
Ability to utilize data to draw business-level conclusions with a focus on driving high-level decision-making
Prior experience leading others, either in the capacity as supervisor, or on a project-based team
Prior experience leading change through broad, multi-department process management

Customer Service Supervisor Resume Examples & Samples

Provide training/mentoring to other team members, as needed (e.g., new-hires, refresher training)
Demonstrate understanding of internal/external factors that may drive caller questions/issues (e.g., recent plan changes, mass mailings, call directing/rerouting, weather emergencies)
Identify and coordinate internal resources across multiple departments to address client situations, and escalate to appropriate resources as needed
Utilize appropriate knowledge resources to drive resolution of applicable questions/issues (e.g., websites, CRM tools, knowledge bases, product manuals, SharePoint)
Identify and communicate steps/solutions to caller questions/issues, using appropriate problem-solving skills and established guidelines, where available (e.g., workarounds, descriptions of relevant processes)
Offer additional options to provide solutions/positive outcomes for callers (e.g., online access to relevant information, additional plan benefits, workarounds for prescription delays)
Make outbound calls to resolve caller questions/issues (e.g., to callers, providers, brokers, pharmacies)
Demonstrate knowledge of applicable health care terminology (e.g., medical, dental, behavioral, vision)
Demonstrate knowledge of applicable products/services
Ensure compliance with applicable legal/regulatory requirements (e.g., HIPAA, state/regional requirements)
Demonstrate knowledge of established workflows and support processes (e.g., available resources, internal/external business partners, points of contact)
Demonstrate knowledge of relevant internal processes impacting caller issues (e.g., claims processing, auto-adjudication)
Identify inaccurate/inconsistent information found in systems/tools, and communicate to appropriate resources
Communicate common problems/questions presented by callers to appropriate Subjects Matter Experts, to drive continuous improvement
Review/analyze phone support data/metrics and communicate patterns/trends to internal stakeholders, as needed (e.g., leadership, Subject Matter Experts, business partners)

Customer Service Supervisor Resume Examples & Samples

Minimum of three (3) years of experience in the financial services industry is required. A minimum of three (3) years of experience in a customer service call center environment with at least one of those years serving in a leadership capacity will be accepted in lieu of three years of experience in financial services
Experience in a leadership capacity preferred
Experience in Customer Service preferred
Analytical, with an ability to identify and resolve problems
Well organized, paying close attention to detail
Ability to manage multiple priorities in a timely manner
Operates effectively in a team environment as well as independently
Proficient with Microsoft Office products (e.g. Word, Excel, Outlook, Powerpoint, etc.)
Proficiency with Black Knight Mortgage System preferred
Proficiency with Avaya or Call Center Management System preferred

Customer Service Supervisor Resume Examples & Samples

3+ years of Customer Service experience analyzing and solving customer problems
1+ years of experience with Windows PC applications (this includes the ability to learn new and complex computer system application)
Ability to send emails and use calendar within Microsoft Outlook
Ability to manipulate and track data within Microsoft Excel
Hours of operation 6:00 am to 8:00 pm M-F, with weekends, overtime and holidays as needed
1+ years of Management experience managing a team of 20+ individuals

Customer Service Supervisor Resume Examples & Samples

3-5
Extensive experience working on E-Commerce platforms
Excellent PC software and systems experience - SAP preferred
Strong Microsoft Office skills (Excel, Powerpoint, Word)
Must be able to manage multiple tasks and priorities simultaneously
Excellent communication, interpersonal and organizational skills
Previous experience in the outdoor industry and knowledge of Ecommerce distribution channel is preferred
Self-directed - must have initiative and be resourceful
Customer focused
French/English bilingual

Customer Service Supervisor Resume Examples & Samples

Be a leader for a team with a minimum of 23 employees
Use Excellent Communication and Analytical skills to drive performance
Provide regular feedback, identify coach opportunities and manage the team’s progress meeting all metrics
Random / Quality Sweeps: Daily random calls into the office to get the overall pulse of the service the team is providing. General feedback is provided to the office in terms of the results. If an operator needs individual attention, feedback is provided with applicable coaching
Train all new Methods and Procedures
Review Governance Process/Compliance
Test Call Process: Includes review and feedback for all Internal and External Test calls (Mystery Calls)
Customer Complaints: Talk to customers when applicable, review call(s) with associates and document findings and results of discussions with the customer and associate(s) in the Customer Care Database
Voucher preparation
Real Estate – submit WOW tickets and address other building issues (Infrequent)
DEPC responsibilities where applicable (largest tenant in building)

Customer Service Supervisor Resume Examples & Samples

Coordinates the management of finished goods inventory of all blood components at assigned locations
Manages finished goods inventory to meet customer needs with minimal product loss
Demonstrates the ability to respond quickly to changing customer demand for blood products
Communicates requirements by group and type to ensure supply chain response
Communicates requirements for make-to-stock products to established stocking levels. Coordinates with collections and manufacturing for inventory of make-to-order items
Coordinates transfer/return process to increase product usage efficiency
Coordinates finished goods shipments from production site to divisional customers. Maintains stocking levels at regional sub-centers from production site
Supervises the fulfillment of customer orders in assigned locations
Adheres and enforces order fulfillment strategy as directed by region. Ability to manage critical situations and devise alternative solutions. Respond and resolve customer concerns and implement corrective actions
Responsible for operational compliance for all areas of responsibility
Ensure staff consistently follows established procedures and workplace is in state of control and regulatory compliance
May act as lead for suspect product management process
Manages customer concern/complaint process in accordance with applicable procedures
Provides effective leadership in recognizing, rewarding and motivating staff that leads to high-performance. Responsible for the supervision of the order entry staff including, but not limited to, hiring, training, coaching, evaluating and disciplining to ensure a well-qualified team. Apply sound Human Resources Management practices, tools, systems, and guidelines. Promote an environment of learning; provide and support staff development opportunities
Develops and maintains staff schedules to ensure adequate coverage while staying within organizational expenses. Performs employee payroll reviews

Customer Service Supervisor Resume Examples & Samples

Supervises team that receives requests for price quotations, purchase orders, order changes, adjustments, and cancellations directly from customers
Energizes and motivates team through positive reinforcement of customer service goals and objectives
Identify the developmental needs of the team then provide coaching and mentoring to improve their knowledge or skills. Helps team members develop problem solving skills and management of daily activities
Assist Customer Service Manager in achieving overall objectives in creating superior customer service. Communicate successes, opportunities and solutions to the Customer Service Manager
Maintains good relationships with other departments to enhance the customer experience and increase overall functionality of the group. Key departments are shipping, finance, ISC and marketing/sales
Proactively provide alternative solutions and use problem solving tools to meet customer requests. Encourages this behavior with team members and coaches them on solutions
Participates in a culture of continues improvement and encourages team to do the same by actively participating in HOS
Develop and follow standard work and policies to ensure a continues efficient level of customer service
Maintain and expand knowledge base on current and new products and operations
Use SAP to retrieve customer information, stock status information, and the status of purchase orders
Provide price quotations and process customer orders as required
Track and record metrics for Tier board
Other responsibilities as assigned

Customer Service Supervisor Resume Examples & Samples

Excellent written and verbal communication skills with ability to communicate complex technical details to non-technical audiences
Degree in computer science, networking, application development or equivalent Information Technology (IT) work experience
Ability to write basic queries using SQL (Structured Query Language)
Experience working in the hospitality industry preferred
Experience with Oracle/MICROS point of sale products a plus, specifically experience with Simphony 1 or 2

Customer Service Supervisor Resume Examples & Samples

Treat all complaints with the outmost urgency and ensure that will be promptly investigated and if corrective action is required will be forwarded to the required Manager for correction action and immediate feedback
Provide direction and leadership to subordinate and peers on all on train complaints regarding Customer service delivery
Ensure that a program is developed and in place to track, monitor complaints on the competence of Ambassadors and Train Operators
Be responsible of the Performance Management Program reviews (staff reviews) with direct reports
Compile weekly and monthly reports on Customer complaints and will distribute as required
You hold a Secondary school degree
You possess at least one (1) years of experience in a similar position
You have a background in Customer service and handling Customer complaints positions
Your customer service, interpersonal and teamwork skills are strong
Your English communication skills are excellent

Customer Service Supervisor Resume Examples & Samples

Directly supervise 12-14 employees in the Smart Energy Center of Excellence (Atlanta)
Carries out supervisory responsibilities in accordance with the organization's policies, standard work procedures and applicable laws
3 or more years of experience supervising/managing a customer support center
Experience supervising/managing in a call center environment highly preferred
Familiarity with Microsoft Office and Salesforce.com
Ability to effectively lead, influence and communicate across all levels of the organization from the frontline customer facing CSR to the senior leadership in highly matrixed organization
Strong consultative project management and organization planning skills Strong analytical skills of complex financial scenarios

Customer Service Supervisor Resume Examples & Samples

Responsible for supervision of call center employees to assure productivity, quality, and timeliness of work in the completion of assigned projects and departmental goals
Assist with or conduct training to keep team updated on changes that may occur in information or procedures
Perform tasks to assure service level and quality requirements are met
Assume supervisory responsibility for department tasks and call center activities
Interview and recommend hiring and promotion of call center staff
Monitor staff quality and performance and provide feedback and coaching as appropriate
Complete employee performance assessment at end of year and assignment
Respond to CSR's when needing assistance on locating appropriate scripts to better address the callers questions or concerns
Maintain a current understanding of the GDIT and DMCS standard operating procedures, processes and Program policies
Utilize scripts, standard operating procedures, and training materials to respond to DMCS inquiries in a courteous, timely and professional manner
Provide accurate responses and documentation of inquiries and complaints from DMCS customers
Adhere to the Privacy Act as it relates to the confidentiality of information received Continually look for and suggest process improvements, which will benefit GDIT and our customers (internal and external)
Report problems that occur to the appropriate person and assist with resolution
Adhere to and support service level metrics that includes schedule adherence, average handle time, response accuracy and quality metrics
May be required to work some GDIT or Federal holidays
Overtime may be required
Six months supervisory or leadership experience required
Minimum two years customer service or call center experience
Experience working on DMCS contract or in similar customer service environment required
Must have demonstrated oral and written communication skills in English
Must have demonstrated excellent interpersonal and leadership skills
Ability to organize self-assignments as well as those of others
Ability to prioritize and recognize tasks to meet contract standards
Must be able to prioritize multiple tasks dependent on call center needs
Must be able to track and report individual and team information
Applicant will be required by contract to undergo program update training as student financial assistance programs change, as well as required GDIT employee training
Applicants must not be in default status on a federal student loan
Federal security clearance (through the DMCS contract) required

Customer Service Supervisor Resume Examples & Samples

Bachelor's degree in healthcare, business or a related field - may possibly consider equivalent recent experience in lieu of degree, depending on the type of job experience and number of years
A minimum of two years of current customer service/call center experience, preferably in a healthcare or insurance environment
At least one year of additional current experience as a supervisor or lead role

Customer Service Supervisor Resume Examples & Samples

Three years of experience independently responding to and resolving inquiries, complaints, and client/customer service issues
One year of experience as a lead worker or supervisor performing the following tasks; interviewing, hiring, training, assigning, and directing work and evaluating staff or volunteers
Ability to efficiently use a personal computer and applicable software to successfully perform the essential job functions of the position
Experience working within an electronic workflow environment
Experience using scanning software and tools
Ability to provide high quality customer service with attention to detail with a focus on quality and productivity
Ability to work with a diverse group of people and communication styles
Ability to communicate information both oral and written, without personalizing the interactions

Customer Service Supervisor Resume Examples & Samples

Leads a team of approximately 20 employees
3-5 years of supervisory experience in a customer service Call Center environment
Prioritize tasks and time management skills

Customer Service Supervisor Resume Examples & Samples

Supervise a team of 10-15 customer service team members in our Call Center
Ensure clear, consistent communication between internal StubHub teams and Outsource Partnerships Responsible for mentoring team members and promoting individual development Promote a positive teamwork enriched environment with increased employee satisfaction Collaborate with other teams
Partner with customer operations and sales to meet company goals, respond to escalations, improve processes, and adhere to company guidelines
Address individual needs through coaching and teaching to improve learning and enhance performance
Encourage and promotes decision making and accountability at all levels
Empower teams to achieve goals by providing resources, training, responsibility and authority Drive strong team quality performance by conducting pre-calibrations, partnering with Quality Assurance, attending calibration sessions and coaching team members
Demonstrate customer focus by seeking out, understanding, and responding to the needs of internal and external customers
Appropriately give and be open to receive feedback to/from team and coworkers Actively work to remove barriers to team effectiveness
Be attentive to and work to understand the views of others

Customer Service Supervisor Resume Examples & Samples

Works with assistant supervisors to ensure all new associates are trained; performance is monitored and guidance is provided on performance improvement
Prepares and administers annual performance appraisals and IDP’s
Leads change initiatives
Recommends procedural changes and actively seeks to improve Customer Service Quality Management System with the goal of improving current practices and procedures
Minimum of two- four years Customer Service experience and successful achievement of all previous job objectives
Prior supervisory experience
Ability to work independently in a multi-division, fast paced environment
Ability to multi-task and work well under pressure
Attention to detail and excellent organizational and time management skills

Customer Service Supervisor Resume Examples & Samples

Monitor Customer Service Representatives for quality assurance and efficiency
Assist Customer Service Representatives with any Cardholder issues in order to ensure prompt and satisfactory resolution, including call escalations
Train and coach a team of customer service representatives
Answer inbound customer service phone inquiries during periods of high call volume related to InComm (ATM, Visa and others)
Provide timely, accurate and courteous responses to a number of FAQs
Receive Cardholder Visa Card registration calls and order Visa Cards via the Customer Service website, as needed
Perform basic Cardholder Customer Service functions in an accurate, timely and courteous manner
Process various customer related tasks relating to Lost/Stolen Cards, forgotten PINs, chargebacks, disputes, potential fraud, etc
Meet reporting requirements as designated by InComm Management
Enforce daily activity of call center policies and procedures
Staff Administration duties: work schedules, attendance and performance monitoring, staff discipline, payroll data collection and verification, interviewing, terminations, etc
Perform yearly reviews and evaluations
Other tasks and responsibilities as assigned
Position involves the ability to work at a desk while using a telephone and computer to talk and correspond with customers, employees, and various levels of Management
Computer fluency is required, including knowledge of Microsoft Office and the Internet
Must possess strong analytical, interpersonal, organizational, and time-management skills
Ability to maintain a very high level of confidentiality and professionalism in working with new and existing staff
Our CallCenter is open 24/7, shift flexibility is needed
Must be able to handle multiple tasks while working independently, as well as, interact well with others
4 years customer service experience with at least 1 year in a supervisory role required
Experience Supervising a minimum of 10 or more employees
Familiar with HR and EEOC policies
Financial Card (ATM, Visa, etc.) customer service experience a strong plus
Must successfully pass a criminal background and consumer credit check, drug screen may also be required
Must possess a strong desire to provide superior customer care
High school diploma or equivalent required; Bachelor’s Degree preferred
This position is eligible for the Employee Referral Bonus Program

Customer Service Supervisor Resume Examples & Samples

Build relationships with Plant staff, faculty, staff, and students
Receive service requests via phone calls, emails, and on-line submittals
Dispatch technician to respond to serve calls
Create, enter data, and close work orders
Work with the Plant foreman to maintain an accurate work order backlog
Provide information to Plant and University personnel in times of crisis
Work closely with the SRC foreman in developing programs to facilitate communication with the Campus
High School or equivalent
One (1) year of call and customer service experience
Must be able to interact and possess communication skills with individuals at all levels of organization, as well as clients, vendors, and sub-contractors
Attention to detail is required
Must possess flexibility towards work assignments and be a team player
Must be able to understand and carry out oral and written instructions and to communicate effectively in writing
Possess motivation and initiative to perform assigned duties with a minimum of direct supervision

Customer Service Supervisor Resume Examples & Samples

Supervising day-to-day INTL Customer Service operation / delegating work assignments
Supervising the day-to-day FedEx Next Flight Out operation / delegating work assignments
Solving / communicating problems for shipments that have not been exported yet
Handling low level personnel issues
Responding to email coming in on mailto:ops-nyc@worldcourier.com Scheduling staff 24 x 7
Providing staff development with recurrence training
Assisting sales with business development
Handling customer complaints
Monitoring high profile shipments
Performing quality checks on shipments
Handling problems with foreign offices
Reviewing job files, by completing job checklist
Provide leadership and direction o Ensure optimum productivity
Proficiency in World Courier systems (WorldSTAR, BioSTAR, OpSTAR, OptiView, etc.)
Run a safe, clean and harassment free environment
Professional conduct and role model for the dept

Customer Service Supervisor Resume Examples & Samples

Supervising day-to-day International Customer Service operation / delegating work assignments
Provide leadership and direction to Ensure optimum productivity
Preferred: Proficiency in World Courier systems (WorldSTAR, BioSTAR, OpSTAR, OptiView, etc.)

Customer Service Supervisor Resume Examples & Samples

Bachelor’s Degree or higher in Logistics Management, Business Administarion or related field is preferred
5-8 years’ experience in supply chain management specifically in warehousing, logistic and I/E operation, especially for delivery to overseas countries
Experience of SAP operation, international shipment documentation, Ocean/Land/Air freight, and other I/E processes
Good understanding in Logistics system, Warehousing Management, Vendor Management, Import & Export Handling Process
Good knowledge in ERP/SAP system and computer literacy (Excel)
Good command of English Language in verbal and writing
Problem solving, communication skill and analytical thinking
Able to work in Samutsakorn Plant. Click to see inGoogle Map !!!
LI-CL1

Customer Service Supervisor Resume Examples & Samples

Minimum Acceptable Experience Level: Experience in leading and supervising
Knowledge, Skills, and Abilities
Previous experience with WOW, GMMS, and Maximo software
Previous out of home country experience is highly desirable and previous work experience in harsh environmental conditions is a plus
Experience working with PAE
Knowledge of principles and processes involved in supporting contract responsibilities at an overseas facility
Experience providing excellent customer services
Ability to work in a fast-paced environment that requires handling multiple tasks at a given time and rapidly adapting to changing priorities and schedules
Cross-cultural sensitivity with an international perspective
Expert computer skills, specifically in Microsoft Word and Excel
Ability to become an active and functioning member of a team
Must have the ability to be innovative and be an agent for change

Customer Service Supervisor Resume Examples & Samples

Leadership and people management of a Team of Customer Services Coordinators
To manage the activities of Customer Services to deliver high standards of Customer Service
To ensure operating standards are measured, reported and reviewed in line with the agreed CS metrics
To identify areas of improvement and implement the required action plans to address
To provide support, coaching and development of all members of staff
To set objectives in line with the Customer Service Strategy and conduct reviews in line with PMO criteria
To initiate personal development plans for all members of the team and measure progress
To ensure integration of Customer Services into the business and support activities that grow sales
To lead and manage change with the team in systems, processes, culture and vision
To identify key talent in the Customer Services Team and create the appropriate PDPs
To maintain key relationships with all appropriate internal departments that impact Customer Services
To maintain product and market knowledge that impacts Customer Services and adapt
To represent Customer Services where appropriate on cross functional teams and/or Projects
To represent Customer Services at Customer Review Meetings as and when appropriate
To support Customer Services Manager in the development and execution of the Customer Service

Customer Service Supervisor Resume Examples & Samples

Advance best in class Customer relations via Quality, Delivery, Innovation and Responsiveness
Key Contributor to TEOA Strategy, Process Transformation, Performance Improvement Management, Talent Development and Mind-set & Culture
Lead Tier 2 Accountability meetings and contribute to Tier 3
Develop, Coach & Mentor Team Members via Gemba walks
Support & or facilitate classroom, small group & or 1 on 1 training of Team Members
Manage high level account requirements: Customer Master and ZVUNLOADING for Customer special requirements
Represent Customer Care during Customer visits to build high level relationships and facilitate mutually beneficial projects
Partner with Sales to deliver support opportunities which contribute to an Extraordinary Customer Experience. Examples: Shipping costs, Customer payment behavior (A/R residuals), ETC…
Customer centric
Strong decision quality
Strong communication & Interpersonal skillsPractices attentive and active listening while demonstrating command skills so that timely solutions are obtained within a large & diverse organization
Demonstrates high level of business acumen within Transportation Industry
Bachelor’s degree preferred. Equivalent experience will be considered
3 years relevant Customer experience management background required
Knowledge/understanding of Customer Relationship Management/CRM systems

Customer Service Supervisor Resume Examples & Samples

Establishing clear roles, responsibilities, tracking and managing team/ individual performance in a unionized environment
Administering the Verizon processes and policies as they relate to: safety, attendance, performance, work rules, and code of conduct
Additional duties and responsibilities as needed
Be a role model for communication skills, work ethic and judgment when it comes to our policies, procedures and guidelines

Customer Service Supervisor Resume Examples & Samples

Supervise workload of the team, ensure team targets are met or exceed expectations
Proactively manage internal and external customer expectations
Implement projects to achieve improved efficiencies and operating effectiveness in accordance with defined project plans
Manage customer complaints, escalations, implement corrective actions
Develop and implement ISO and SOX compliant procedures
Set challenging but realistic development goals for both on team and individual level
Conduct monthly one to ones and half yearly performance reviews
Take active part in the development of team members through mentoring and coaching
Responsible for hiring team members
Identify and assign training opportunities for existing team members and ensure the objectives are met
Support the implementation of departmental and company policies
Keep the budget expectations
Work in accordance with corporate values, lead by example
Ensure vision and mission are communicated and adopted into the culture of the team
Solid team lead or supervisor experience
Strong people management skills
Proactivity
Ownership and accountability
Commitment to deadlines and quality work
Customer and people focused
Approachability
Able to think out of the box and create strategic linkages

Customer Service Supervisor Resume Examples & Samples

Supervise CS team and play a key role in supporting the Account Manager/CSR interface
Review weekly the order intake levels from all customers to ensure our order backlog is in line with growth mandate
Review and authorize all customers RFQ, ensure the accuracy on component information, costs and information from procurement while maximizing our gross profit margins
Review all costs from various vendors and establish sell prices based historical data and/or discount levels, to be uploaded into SAP. Ensure methodology and processes are clear for all Customer Service
Deal with customer issues that arise, customer satisfaction, high pricing, late deliveries, etc. Be the direct contact with Management at all customer locations to support the customer service representatives with any ongoing issues ensuring the supervisor finds resolution with management at the customer location
Communicate with individual customers to ensure their in-service expectations are met
Conduct weekly reviews of order intake / Sales / Open quotes / open RFQ’s levels from all customers with a view to meet and improve Key Performance Indicators as well as being in alignment with the company’s growth mandate
You hold a College degree or related experience
You possess at least five (5) years of experience in a similar position
You have excellent customer service, interpersonal and teamwork skills
You have good computer skills

Customer Service Supervisor Resume Examples & Samples

Supervisory responsibilities include, interviewing, hiring, and training employees; planning, assigning, and directing work, appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems in accordance with the company policies
Ensures that staff performance is in compliance with established procedures and meets or exceeds performance standards by employing management practices that promotes customer loyalty and protects the company brand, as well as the integrity of the customer service function
Monitors representatives’ responses, technical accuracy, and conformity to company policies when addressing questions about service, products and account status
Ensures adequate standards are met for attendance, payroll, performance documentation and other employment paperwork/entries. Completes other administrative duties and additional projects, as assigned, in an accurate and timely manner. Creates or generates performance reports
Manages difficult and escalated customer interactions, responds promptly to client needs, and solicits customer feedback of the customer experience
Maintains thorough knowledge of company website, company policies and procedures
Identifies business trends and suggests changes to strategies to improve the customer experience and drive increases in revenue and growth
Associate’s degree required; Bachelor’s preferred
Minimum of 3 years customer service experience; Call center preferred
Minimum of 1 years management or supervisory experience
Previous project management experience preferred
Excellent communication (verbal and written), interpersonal, and presentation skills
Strong leadership, decision making, and problem solving skills
Strong coaching and training techniques
Advanced knowledge and experience in MS Office applications preferred
Flexible, innovative and the ability to manage staff, responsibilities and priorities in a fast paced and time critical environment
Strong analytical skills with the ability to define problems, collect data, establish facts, and draw valid conclusions to solve complex business problems
Ability to work under pressure, independently as well as part of the team
Organized and detail oriented with excellent follow-up skills
Punctual and regular attendance is an essential function of this position

Customer Service Supervisor Resume Examples & Samples

Develop, implement and maintain materials and programs ensuring production and quality standards are met
Evaluate and audit performance and identify and implement improvement opportunities to increase overall productivity and effectiveness
Ensure plan pends are completed
Bachelors degree in Healthcare or related field or equivalent experience
2+ years in a Customer service and call center experience with direct supervisory responsibility over others preferable in a healthcare of insurance environment

Customer Service Supervisor Resume Examples & Samples

High School Diploma or equivalent required, Bachelor Degree highly preferred
2 – 4 years’ experience managing people in a call center or contact center environment required
Prior experience working with Workforce Management required
Prior experience working with PeopleSoft helpful
Experience conducting behavioral base interviews
Ability to drive change and process improvements required
Flexibility in work schedule is essential. May be required to work 11:30 am – 8 pm EST with rotational Saturdays

Customer Service Supervisor Resume Examples & Samples

Direct supervision of ________ full-time employees, and
Indirect supervision of _________ full-time employees, including call center administrative staff
Call center or customer service experience and supervisory/management skills required

Customer Service Supervisor Resume Examples & Samples

College or equivalent experience preferred
Minimum of 2 – 4 years of customer service or in store sales experience required
Knowledge of specialty gas, industrial gas, medical gas and welding related products preferred
1+ year supervisory experience preferred
Expertise in computer systems and computers applications

Customer Service Supervisor Resume Examples & Samples

Lead and Manage Surgical Customer Service team
Facilitate the correct and timely delivery and invoicing of Alcon products and the processing of RANs and credit notes by entering data accurately within Alcon’s business systems. This requires a high level of attention to detail and understanding of Alcon’s systems and business relationships and how to extract or enter appropriate information
Interprets and communicates relevant pricing/ policy / procedures / changes to customers and staff, ranging from basic enquiries to more complex enquiries including warranty enquiries and Prosthesis rebates
Liaise closely with the sales teams to provide high quality information regarding sales opportunities, customer complaints or competitor behavior

100

Customer Service Supervisor Resume Examples & Samples

Investigate customer's problems and find solutions
Communicate with customers via phone, email, or letter
Hire, train, coach and terminate customer service agents
Complete performance review process for team of 6-12
Provide scripts to read from during phone calls
Handle major incidents that cannot be resolved by agents
Keep abreast of new company products and services
Analyze data and statistics
Train agents on how to adequately address problem over the phone or how to write correspondence
Work with management on customer service initiatives
Minimum 1-year Supervisory experience
3+ years of experience in customer service call center environment
Strong experience with Microsoft Office applications, with expertise in MS Excel
Willingness to learn new skills and methods as needed – continuous learning mindset
Detail oriented with commitment to delivering high quality results
Strong communication skills and team oriented
Great attitude that always exudes a “can do” approach
Strong organizational, analytical and problem-solving skills for evaluating business requirements of varying complexity to determine appropriate solution

101

Customer Service Supervisor Resume Examples & Samples

Provide training, coaching, motivation, and mentoring to ensure individual and key performance indicators (KPIs) are met or exceeded
Drive Daily Management, including data analysis to determine appropriate countermeasures
Manage daily activities of the Customer Service Team
Assists with the development, standardization and/or improvement of policies and procedures to improve the efficiency of the department
Manage internal and external customer service escalations to resolution
Properly resolves customer issues, adjusts errors and recommends corrective actions relative to customer complaints
Perform root cause analysis and provide actions to eliminate errors that pertain to the functional responsibility
Create and conduct departmental training
Validates attendance and monitors adherence
Interacts with other departments to coordinate communication, activities, workflow and/or training that would affect the competency of the respective customer care area
Implement Customer Service policies, procedures and directs activities that ensure the delivery of world-class service to our customers, while maintaining profitability
Assist with other duties or projects as assigned
2+ previous call center leadership experience required
3+ years of experience in customer service and/or order entry
2+ years of experience building rapport and effectively managing team involvement in a dynamic business environment
Minimum 1 year of experience with process excellence and writing policies that support departmental goals
3 years of experience working in Microsoft Office applications (Outlook, Word, Excel, and PowerPoint)
1 year minimum SAP experience required

102

Customer Service Supervisor Resume Examples & Samples

Keep a higher degree of customer focus in daily operation to ensure flawless order management, and timely goods delivery as per requested
Constructively work with Supply Network Planning team and Logistics (3rd party WHS vendor & I/E agent) team to close supply gap as much as possible, and avoid de-commit of order delivery
Strictly adhere to International Trade Compliance rules and TE standard biz processes
Respond to customer enquiry on product supply and shipment arrangement in a professional way
Escalate timely to CSM on operation issues
Responsible for FTA form to be align with each country
Timely report out EHS near-miss

103

Customer Service Supervisor Resume Examples & Samples

Manages, plans and coordinates the activities of service representatives to ensure quality customer service in a multi-faceted service capacity
Directs, coaches, and supports staff in resolving various customer concerns. Responds to unusual or complex customer concerns via phone or email communication
Actively manages all aspects of performance including employee performance, work assignments, merit process, salary reviews, career pathing and progressive discipline
Provides management with input on the development of policies, procedures and guidelines. Specify system needs, recommend enhancements, and assist with implementation of changes to improve efficiency and productivity
Actively participates in continuous improvement by fully engaging in team meetings, following appropriate procedures and continuous process improvement, participating in problem solving activities and utilizing continuous improvement tools to support the work of the team
Effectively communicates objectives to the department, sets action plans and monitors results. Prepares various reports for business partners and leadership
A Bachelor's degree in a business related field or equivalent experience plus a minimum of 2 years of directly related work experience is required
Previous management, commercial insurance and customer service experience preferred
Must have a strong knowledge of a variety of insurance products, plans, and programs
Excellent oral, written and interpersonal communication skills, and the capacity to multi-task in a fast paced, structured work environment, are required
Demonstrated decision-making and problem-solving abilities combined with strong leadership and training/development skills
Demonstrated success in coaching, developing others and fostering a culture of continuous improvement
Licensing required per state regulations. (Can obtain in first 3 months)

104

Customer Service Supervisor Resume Examples & Samples

Performs Lead Teller duties to including functioning as the Customer Service Manager which involves conducting morning huddles and weekly staff meetings
Completes Staffing & Scheduling coordination and duty assignments to ensure efficient operation of the branch
Offers guidance, leadership, and coaching to Teller staff reinforcing policy and procedure
Assist with branch morning and evening duties to include opening and closing the vault, working and locking the Night Depository, setting up the Teller station with supplies and cash, and balancing the Teller window/branch
Utilizes Cash Forecasting tool to control supply of money on hand to meet branch need and legal requirements
Promotes and processes deposits, withdrawals, check cashing requests, credit card advances, money orders, travelers checks, and other forms of negotiable items
Monitors and manages operational loss within a branch to include granting staff supervisory override for transactions, ensuring proper hold placement for loss mitigation, and outage resolution
Accurately utilizes equipment and remains knowledgeable of equipment functionality to include ATM, Cash Dispense and Recycler Machines, Currency Counter s and Coin Sorters to provide branch services
Observes, Coaches, and Models sales and service behavior for Teller associates and assesses performance daily
Promotes branch professionalism and the Standards of Excellence
Demonstrates highest quality of customer service to include greeting customer, using their names, making eye contact, smiling, thanking for business, and offering another product or service
Images proof work through branch capture machine to include reviewing work and making corrections
Compiles required and special reports as requested
Coordinates branch and staff Business Continuity planning and execution
Other duties and special projects as assigned by Senior Management
High School Diploma or general education degree (GED)
Minimum 1-2 years cash handling and customer service experience in retail/branch banking is required
Previous management experience in retail/branch operations is preferred
Planning, administration and overall direction of staff

105

Customer Service Supervisor Resume Examples & Samples

Bachelors degree or equivalent work experience
Decisions have a direct impact on work unit operations and customers
Frequently interacts with subordinates, customers and peer groups at various management levels
Interactions normally involve information exchange and basic problem resolution

106

Customer Service Supervisor Resume Examples & Samples

Responsible for continuous coaching and skill development of call center team members, including team leads
Monitor departmental Phone and Email Workloads to ensure Service Levels are achieved
Manage employee schedule working with Call Center Supervisor peers to ensure optimal efficiency and employee productivity
Focus on customer needs in order to provide excellent customer service
Drive service quality, productivity, and meet or exceed call center goals and established metrics
Build a connection to the workforce through involvement and trust - Engages and inspires team members to want to perform. Conduct one on one employee meetings monthly to review performance expectations
Evaluate and address performance, behavioral and attendance issues as they arise. Responsible for mid-year and yearly reviews self and staff
Review daily, weekly and monthly reports and address performance issues and make recommendations for improvement
Ability to use data and expertise to make process improvements & resolve business problems
Provide technical and system assistance to employees
Monitor direct reports attendance, schedule and vacation request. Address adherence to schedule issues
Process Payroll. Qualify overtime request using established guidelines
Handle escalated customer calls same day. Responsible for follow up on any issues including those delegated from the Customer Service Management Team
Assist management in raising the overall level of professionalism through consistent coaching of direct reports
Interacts with all departments within the CSS department (i.e. Field Service, Dispatch, Independent Servicers, Delivery and Installation) and other departments to resolve customer issues or complaints and promote process and quality improvements
Escalate any system, product or employee related issues to the Customer Service Management Team
Monitor direct reports phone or e-mail communication via Quality Monitoring process. Coach leads/agents and provide constructive feedback
Any additional duties as assigned

107

Customer Service Supervisor Resume Examples & Samples

Excellent communication skills, English Mastery
Ability to develop and build relationships in multiple environments
Excellent time management, tracking and prioritization

108

Customer Service Supervisor Resume Examples & Samples

Manages a team of support personnel
Performs staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required
Ensure timely resolution of problems
Ensures that daily, weekly, and monthly statistics, status reports are completed and continually modified to meet the needs of the department
Ensures that decisions made to improve the overall customer support of the Help Desk are continually carried through
Coordinates training requirements of Help Desk personnel
Provides leadership by projecting a positive attitude, and providing learning incentives
Mentoring and Coaching - Build, Train, Lead and Inspire
Manage Customer escalation
Handle scheduling, leave requests, expenses for members on the team
Responsible for the entry, tracking and management of all incoming support calls in Clarify
Perform other duties as requested or as deemed appropriate by the management
Previous experience of a leadership role within a Support organisation
Previous technical support experience; previous help desk experience ideal
Strong ability to write documentation and communicate internally and externally
Customer focussed attitude
Experience working with cross functional teams
Familiarity with supporting SaaS products

109

Customer Service Supervisor Resume Examples & Samples

High school diploma or equivalent, Bachelor Degree Preferred
3-5 years customer service experience
Lean Certification, knowledge of HOS principles and Rapid Problem Solving Training
Bilingual in English and Spanish and French preferred

110

Customer Service Supervisor Resume Examples & Samples

Quality and Customer Focus – satisfying our customers to promote an increase in customer re-order rates while reducing repeat calls to Customer Service
Productivity – Average Handling Time, ACW, WCV, reduction of lost hours
Schedule Adherence (which impacts financials) and correct use of AUX codes, skills, and CCMS Exceptions
Coaching and Developing the representatives, thereby demonstrating and practicing “high touch” leadership principles
Use online system tools and reports to perform job duties as efficiently as possible (RTA, Supervisor Hours and Perf. Report, Agent Productivity, etc. reducing paperwork whenever possible
Supervises a designated team of non-exempt Customer Service Representatives, and as needed Team Assistants, Diplomats, Seasonal hires, etc
Ensures high quality, efficient, customer-focused service by all team members
Ensures both consistency of and compliance with company and departmental policies/procedures and performance standards. Implements operational plans to achieve designated objectives, established performance goals, and quality standards
Prepares monthly report (team) and individual accomplishments for management on a timely basis

111

Customer Service Supervisor Resume Examples & Samples

Responsible for all aspects of the day-to-day supervision and leadership of Patient Account Representatives, including but not limited to the Performance Management metrics of collections, productivity, quality and aging
Interview candidates and make hiring recommendations and decisions
Complete monthly quality evaluations
Monitor staff scheduling and adherence to time and attendance protocol. Responsible for all aspects of A/R Management, including but not limited to maintaining workload balance, ensuring maximum efficiency, eliminating rework, and reducing cost
Promptly identify issues and develop action plans to mitigate or resolve
Train, develop, motivate and assist subordinates in reaching new levels of skills, knowledge and attitude
Effectively maintain a work environment which stimulates and motivates the morale, engagement and growth of subordinates
Identify performance deficiencies and opportunities and implement action plans as needed
Review and respond timely to requests, including emails, telephone calls, issues, account research and resolution as needed by staff, management and clients
Timely completion of accounts referred to the Supervisory Desk by staff or management
Effectively communicate and interact with subordinates, management and clients
Conduct, attend and participate in meetings, conference calls and training sessions, including Management Meetings, Team Meetings, as well as one-on-one monthly meetings with subordinates to provide consistent performance feedback
Complete the mid-year and year end Performance Management review
No. Direct Reports (incl. titles): Patient Acct Reps, Sr Patient Acct Reps, Lead Patient Acct Reps
Very good written and verbal communication skills
Strong technical skills, including PC and MS Office Suite knowledge
Proficient in building a strong team to meet performance goals
Effectively manages multiple tasks
Displays sound judgment and reasoning abilities
Creative and innovate thinking
Achieves results with accuracy and precision
Advanced knowledge of healthcare A/R
Excellent working knowledge of Patient Financial Services operations with specific focus on Inpatient and Outpatient Managed Care and Commercial payors (i.e., Medicare regulations and compliance; HIPAA)
Proficient in Microsoft Office (Word and Excel)
Advanced writing skills
Ability to provide advanced customer service
Ability to train and coach staff
Strong leadership and organizational skills
High School diploma and/or equivalent education
4-7 years experience preferred
Advanced knowledge of UB-04, EOB interpretation, CPT and ICD-9 codes
Supervisory experience or demonstrated leadership
Ability to sit and work at a computer terminal for extended periods of time

112

Customer Service Supervisor Resume Examples & Samples

3+ years experience with scheduling, insurance plans, physician offices or related environment
3+ years experience with customer service
1+ years experience with supervision of over 10 employees

113

Customer Service Supervisor Resume Examples & Samples

Serves as a Customer Service or Inside Sales Rep for specific customers or as needed
Acts as first level of escalation to resolve urgent customer issues and assists team members as needed to resolve issues
Measures qualitative and quantitative KPIs and shares with team for performance improvement. Provides periodic performance reports, analyzes data, and implements change with management to improved individual and team performance
Assists with HR related activities such as recruitment, orientation, employee development, training, performance management, progressive discipline, etc
Participates in the development, documentation, and implementation of company policies and departmental SOPs
Attends various meetings representing the customer service function. Brings back related information to team and presents during team meetings

114

Customer Service Supervisor Resume Examples & Samples

Supervise a team of 15-20 customer service team members in our Call Center
Partner with customer operations to meet company goals, respond to escalations, improve processes, and adhere to company guidelines
Empower teams to achieve goals by providing resources, training, responsibility and authority Drive strong team quality performance by conducting pre-calibrations, partnering with NPS support team, attending calibration sessions and coaching team members
Internal applicants must show a 6 month, or longer, tenure in their current position or have recently been converted to a CSA within the past 6 months
Prior coaching of peers/subordinates
Bachelor’s degree or equivalent work experience preferred
2+ years Customer Service experience required
Previous StubHub training completed and currently meeting or exceeding StubHub performance ratings required

115

Customer Service Supervisor Resume Examples & Samples

College degree or equivalent experience
2+ year experience in Customer Service environment including supervisory experience
Strong leadership skills and able to motivate staff to deliver superior customer services
Good understanding of procedures and concepts within own technical/subject area
Good understanding of how the team integrates with others in accomplishing the objectives of the area

116

Customer Service Supervisor Resume Examples & Samples

Responsible for the recruiting and hiring of Customer Service Representatives and monitors licensing and continuing education requirements to ensure timely fulfillment. Makes recommendations on exceptional customer-focused candidates and provides feedback to Team Manager
Analyzes data (i.e. CMS, SAT, etc.) to understand, plan and implement interactive and appropriate coaching sessions for Customer Services Representatives and team. Coaches to the behaviors versus the numbers
Encourages and promotes initiative and risk taking of staff through coaching and monitoring sessions
Resolves complex policyholder concerns through appropriate levels within the call center. Acts as a liaison to other Personal market departments to facilitate the resolution of customer inquiries or complaints
Performs additional duties as assigned by manager or may participate on special projects as needed
Demonstrated written and oral communication skills and interpersonal skills are essential
Multi-state property and casualty licensing also required

117

Customer Service Supervisor Resume Examples & Samples

Act as the Advanced Materials Customer Care Supervisor for Bucharest, RO COE
Maintain safety and quality in all aspects of the business
Partner with HR on all staffing, interviewing, and hiring of customer service team
Work directly with the Adv Materials Customer Care Leadership team on COE global strategies, execution, performance, and people development
Work directly with IT to ensure infrastructure can accommodate customer demand and quality
Partner with functional peers to improve order to cash lifecycle
Track team performance thru approved scorecard metrics on a weekly basis and exceed targets to help improve overall customer satisfaction
Learn best practices from developed team in HPS/UOP and implement where necessary
Work directly with peers in the Americas and Asia Pacific to ensure business continuity and customer satisfaction
Develop and maintain effective working relationships on a global scale with internal customers, PMT Business Leaders, Logistics and ISC personnel
Work directly with staff on developing strong talent within team thru learning and training courses offered
At least 5 years Management/Supervisor experience in a Customer Service environment
Must have strong Romanian and English speaking skills
Previous work in the Chemicals industry is highly recommended
Experience building new teams and cross functional work
Solid understanding of Avaya phone management infrastructure
Experience with SAP and Salesforce.com
College Degree required
Ability to travel internationally as needed (10%)
Greenbelt/Six Sigma
Ability to speak multiple languages

118

Customer Service Supervisor Resume Examples & Samples

Contact Centre outbound and/or inbound sales experience
2 – 3 years customer service and /or sales working experience
Team Leader working experience. Including the recruitment, coaching and development of staff performance
Able to speak fluent Thai and English

119

Customer Service Supervisor Resume Examples & Samples

Evaluate direct reports and front line associates through daily observation, ongoing coaching and development, and the annual evaluation process. Assist the Cust. Care Manager with promotions, transfers, merit increases and disciplinary action. Ensure appropriate documentation supports overall communication and plans
Develop front-line employees to deliver on the strategic direction of the Customer Care organization. Drive business unit tactics that support corporate strategies
Lead achievement of specific departmental objectives and assisting in meeting sales goals
Team with fellow Customer Service Supervisors, Managers, sales associates and other TE employees to implement sales improvement plans, continuous improvement efforts and other strategic and tactical initiatives both locally and regionally
Utilize working knowledge of the operational and technical functions of the Customer Care department to ensure proper procedures are followed
Monitor day to day activities to ensure team members fulfill their responsibilities and implement corrective actions as needed
Serve as a positive role model, setting standards for performance/behaviors, attitude and professionalism
Utilize tools and programs to ensure a positive team atmosphere and high morale
Understand and enforce company policies, procedures and changes. Remove obstacles when appropriate
Contribute to continuous improvement through various quality programs, Six Sigma, Performance Matters, Call Management System and TEOA
Recommend new and revised procedures and/or practices relating to area of responsibility
Ensure a high service level is being maintained for our customers as well as an even distribution of work load
As requested by top management, prepare information relating to business conditions reflecting on the possible needs for additional resources (people), raw material and equipment based on backlog, new order input and expediting conditions
Bachelor’s Degree in related field

120

Customer Service Supervisor Resume Examples & Samples

Experience in more than one call center function preferred
Excellent one-on-one interpersonal skills and leadership skills
Skill with Microsoft Office applications (Word, Excel, Outlook, PowerPoint)
Close visual acuity to perform detail oriented activities at distances close to the eyes, as
100372

121

Customer Service Supervisor Resume Examples & Samples

Responsible for setting and managing the customer service roadmap as well as for defining and designing all aspects of process implementation for the division
Coordinates operational resources including staff, technology and training to ensure outstanding customer experiences are achieved while maintaining efficiency. This will be achieved through partnering with existing Brinks BGS and CIT resources as necessary and key executives within the BGS footprint
Provides direction and structure for Customer Service locations across the BGS US footprint to help generate a higher ROI and optimal workflow utilisation, including but not limited to training initiatives, establishing key metrics, driving and monitoring productivity and improving business process
Partners with other operational leaders to resolve recurring issues and provide long term solutions
Effectively manage all Customer Service processes and work closely with Operations, Sales and Security to ensure the right decisions are made at the right time, appropriate communication occurs and that plans are intelligently adjusted to reflect necessary fluctuations in goals and requirements as business needs change
Ensure secure, safe and efficient handling of the operations (including armored transportation, inventory management, sort activity, show services and domestic network operations,) according to the Brinks standards, processes and procedures (especially the GSR and the BGS Procedures Manual)
Apply company guidelines and goals in respect to working conditions, atmosphere and performance of directly subordinated staff
Assist in the revision, updating and/or development of operational SOPs for BGS locations throughout the US including but not limited to 580 Fifth Avenue, JFK, Louisville, Boston, Chicago, Ohio, Miami, Los Angeles, Oakland, Salt Lake City and Seattle
Manage and control all issues in respect to processes, procedures, airline handling, authorities and third party service providers
Respond to incoming communications from internal and external customers and where necessary resolve and escalate issues as needed including the providing of product line data and the quoting of prices for all services
Ensure all transportation arrangements are made with full consideration of security implications, according to the BGS Procedures and within the General security regulations (GSR)
Work closely with Sales and other internal departments to ensure that all orders are correct, relationships are managed effectively and information is moved seamlessly among internal departments. On a daily basis will need to ensure that support is provided to Account Executives included but not limited to quote creation, pricing communications, collection of debt/payments and management of service level failures to ensure they do not repeat
Work closely with clients to ensure they are appropriately trained/up to date on all operations and security processes including but not limited to documentation integrity, packing, reception, and dispatching
Conduct routine visits and audits of field location processes and work closely with Operations and Sales to ensure that all new and existing clients are being serviced effectively
Provide updates and manage the training of field staff, new hires and participate in all operational staff onboarding efforts to ensure consistent application and dissemination of the company’s service mission and imperative
Minimum of 5 years of leadership experience in Customer Service in positions of increasing responsibility with a focus on multiple location management and process implementation
Minimum of 7 years of Customer Service experience in support of retail and/or front facing customer service operations with a focus on process change and new product implementation
Minimum 5 years experience working with Microsoft Excel, Word and PowerPoint
Must be 21 years of age
Satisfy all applicable Department of Transportation requirements
A valid firearms permit or ability to pass applicable firearms licensing requirements
A valid guard card or ability to obtain a guard card or any other required licenses
Ability to lift at least 50 pounds
Bachelors Degree in Business, Marketing or related field
Experience creating and implementing both customer service policy/process and the technology to support the same
Extensive knowledge of freight forwarding and supply chain operations
Strong business acumen and the ability to influence and develop strong working relationships within a global organization
Exceptional problem solver with the ability to transition between detailed data and high-level conclusion/recommendations
Experience interpreting data analytics to derive business insight and drive customer value
Experience working within a matrixed organization in which leadership and results are driven through influence and relationships rather than mandate
Proven track record of documenting, implementing and auditing of SOP’s designed to improve operational efficiencies and ROI
High level of integrity where personal and professional values are aligned with the company’s mission, vision and leadership framework
Self-aware and self-motivated - comfortable operating with minimal direction and will thrive in a dynamic environment as a leader influencing change and transformation
Responsive performance driven
Able to translate the organization’s vision into operational, quantitative plans, goals and schedules for improvement
Credible and savvy operator who will be perceived as a trusted consultant and functional expert to senior management, an influential advisor; bold and courageous whilst having the antennae to understand cultural and political nuance
Ability to forge strong relationships and work collaboratively within the global network and regional business setting
Aptitude to gain credibility with senior leadership and inspire them to understand the value of the strategic pharmaceutical line of business vision

122

Customer Service Supervisor Resume Examples & Samples

Responsible for customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
First point of contact for handling complex and escalated internal and external customer complaints and/or issues
Responsible for reviewing data for direct reports to determine customer service outputs, as well as maintaining accurate records and documents
Responsible for meeting customer service financial objectives by managing and tracking budget expenses for overtime and office supplies
Schedule and facilitate regular monthly meetings with direct reports; one on ones, corporate communications and internal department initiative/directives
Participate in leadership communication meetings as mandated
Have a working knowledge of processes, tools and technology agents utilize daily
Intermediate proficiency with MS Office
Aspect/Workforce Management experience preferred
Verint experience preferred
Cisco experience preferred
Strategic thinker
Working knowledge of customer service policies, practices and systems
Strong problem solving skills: able to analyze information provided, identify the root issue, and use resources appropriately to solve complex/escalated problems/questions
Professional communication; strong written and verbal communication skills
People skills
Energetic self starter with attention to detail

123

Customer Service Supervisor Resume Examples & Samples

Coaches and develops a team of 10-15 Customer Service Professionals
Responsible for Call Center staff performance, resource allocation, customer service, and quality and expense management to optimize planned business results
Supervises and evaluates the work of CSR staff; assists with the prioritization of work, assigning tasks to staff and monitoring progress and quality
Promotes employee development through effective planning, verbal and written communications, and cross-training as well as initial orientation
Supports the analysis and implementation of improved workflows for increased efficiency
Conducts team meetings to communicate new and existing Company/department policies and procedures
Previous management and commercial insurance experience preferred
Efficiency and desktop organization are critical to being a successful Manager
Flexibility and adaptability to a changing, fast-paced environment is critical in this position
Must be flexible to work shifts that support a service center environment

124

Customer Service Supervisor Resume Examples & Samples

Coordinates, Supervises and is accountable for the daily/weekly/monthly activities of team members
Prioritizes communication and talks to the team to remove barriers to success
Creates individual development plans and conducts annual performance reviews for team members
Enforces company policy and helps others adapt to change
1+ years of experience as a Supervisor or Team Lead
Experience with Windows PC applications, which includes the ability to learn new and complex computer system applications
Experience in the Healthcare Industry
Available to travel up to 10% of the time (sent to other sites to develop team or for training)
Available to work any shift between 7:00 am - 10:00 pm Sunday through Saturday
IEX experience
SharePoint basic experience of the application and how to navigate it
Business analytics/Qfiniti experience
Enthusiasm
Passion for leading
Ability to motivate team

125

Customer Service Supervisor Resume Examples & Samples

35% Coordinate and ensure the correct execution of Order Management to exceed standards of Cargill
15% Build and maintain a team conformed by qualified, profesional and high performance members, though recruitment and organizational development using training, coaching and mentoring
Travel is needed
Remotely supervision to team members
Bachelor in Economic – Administrative Areas or Industrial Engenieering
3 to 5 years of experience in Customer Service, Order Management, Supply Chain and Supervision of Personnel
Demostrate deep understanding of Order to Delivery process
Demostrar understanding of sistems functionality used along the Supply Chain processes
High knowledge of SAP, specially of core transactions needed for Order Management
Advanced level of SAP reporting for Order Management and multiple skills on numerical and situational analysis
Demonstrate excellent business rapport with internal and external customers
Excellentes written and oral communication skills
Knowledge of invoicing process
Demonstrate knowledge in MS Office use, specially in Excell (advanced level)
Demonstrate high skills in the use of tools to communicate metrics and improve service / productivity levels
Demonstrate high skills to organize and lead work meetings
High leadership, coach and mentoring skills
Effective team work skills
English 90%
Results Oriented
Complex problem solving
Service Advocate

126

Customer Service Supervisor Resume Examples & Samples

High School Diploma or equivalent required, Bachelor Degree preferred
Experience managing people preferred
3 - 5 years prior Call Center or Contact Center experience managing people required
Monday – Saturday (10:30 am – 7:00 pm CST), rotating day off during week
3+ years of customer service experience required
Experience in leading projects
Experience and knowledge partnering with Workforce Management teams

127

Customer Service Supervisor Resume Examples & Samples

Supervise and motivate a team of customer service representatives to deliver World Class Customer Service with a keen focus on service from the Customer Point of View; ability to coach on soft skills, engagement and FCR. Focus on achieving key results including Net Promoter Score targets and improving the overall customer experience by identifying process improvement opportunities and driving a culture of customer centricity throughout the customer service center
Maintain and recognize cultural differences/sensitivity
Demonstrated results orientation; Working proficiency with metrics, measurements, reports and operations
Strong communication skills; Ability to clearly communicate goals, concepts, processes to a wide audience and capability of tailoring levels of communications to audience
Organized and detail oriented work style
Typically has eight or more years of experience customer service experience and may have three or more years management experience
High School Diploma or equivalent required; BA/BS preferred

128

Customer Service Supervisor Resume Examples & Samples

Manage, maintain and optimize customer relations
Responsible for follow up of quality, KPI drafts and follow up of SLA
Follow up and report on customers regarding payments, contracts
Translate the demands, wishes and needs of the customer into concrete action planning
Support in contract negotiations and ensure effectiveness in cost management
Proactive communication with both internal and external customers at various levels
Ensure effective communication is maintained and that all the relevant information reaches the appropriate personnel
Recruit, train, develop and deploy all allocated staff within the agreed budget constraints
Utilize resources efficiently to improve productivity and create a culture of quality and ownership
Ensure all team members are properly trained
Set Key Objectives for your direct reports
Manage and motivate a large team monitoring their sickness/ absence and performance levels
Implement, regularly review, and strictly enforce safe systems of working in the office areas

129

Customer Service Supervisor Resume Examples & Samples

Supervise Customer Service team
Oversee/Manage strategic major Structures accounts
Perform customer service duties such as quoting, monitoring units, and status reports
Host customer visits and give tours of the shop
Participate in weekly production meetings
Serve as the Customer Service point of of contact for the Director of Business Devlopment/Customer Support

130

Customer Service Supervisor Resume Examples & Samples

Supervises a staff that handles customer service related inquiries for the ecommerce and retail consumers. These include the following brands; Van Heusen, Calvin Klein, Tommy Hilfiger, and SpeedoUSA.com, as well as store support for 890 stores
Monitor phone system queue
Monitor email queue
Monitor chat queue
Monitor ecommerce queues
Backfill scheduling issues
Coach and mentor team to ensure continuous growth and success
Trains representatives, as needed, on all processes and systems
Conducts department-mandated observations and touch bases, to insure that reps are properly and in a timely manner, handling each inquiry

131

Customer Service Supervisor Resume Examples & Samples

Leadership Activities
Works with Branch Manager to coach CSR staff for improved job performance, assists manager with performance reviews and develops individual performance goals. Provides input on hiring and termination activities
Positively recognizes staff for exceptional customer service, sales, and operations
Actively engages staff to cultivate and encourage professional development
Develops strong internal partnerships with support teams, marketing and other sales production areas
Provides sales and service training targeted to branch needs and specific development goals of CSR staff
Works with Branch Manager to set team goals and motivates staff to success
Presents at staff meetings and may conduct offsite presentations such as Financial Literacy Training and Bank at Work presentations

132

Customer Service Supervisor Resume Examples & Samples

Experience with customer service, including answering phones and transferring calls
Proficiency with the Microsoft Office Suite to include: Word, Excel and Outlook
Experience with data entry and proofreading and editing documents preferred

133

Customer Service Supervisor Resume Examples & Samples

Supervise and coordinate activities of workers engaged in Wholesale Customer Service activities (order entry, technical service, scheduling product delivery and acting as the primary interface to the customer)
Responsible for Wholesale activities regarding the Customer Service and order processing
Observe and evaluate CSRs' performance
Issue instructions and assign duties to workers
Train and instruct employees
Resolve complaints and answer questions of customers regarding services and procedures
Review and check work of subordinates such as reports, records, and applications for accuracy and content, and corrects errors
Make recommendations to management concerning staff and improvement of procedures
Answer phones, screen and direct calls to appropriate departments or personnel
Phone orders; write and process orders
Perform verbal technical service
Process customer product returns
Perform mailing duties of advertisements, brochures, technical information, etc
Perform miscellaneous duties (filing, maintaining records, etc.)
Plan and develop improved procedures
Email contact with accounts for orders and support
Reports to Global Customer Service Manager
4+ years Customer Service experience
Dental Background Experience
Supervisory experience (ability to lead teams)
Critical thinking and active listening skills
MS Word, Outlook, and 10 key
Enthusiastic personality, good communication skills
Good organization skills and attention to detail
Good time management and coordination skills

134

Customer Service Supervisor Resume Examples & Samples

Monitor activities of associates as needed to insure maximum efficiency of the department
Handles and resolves customer complaints and issues
Provides coaching and call support to associates
Oral and Written Communication Skills
Organizational Skills
Customer Service Skills

135

Customer Service Supervisor Resume Examples & Samples

Ensure prompt resolution of customers’ complaints
Ensures timely responses for schedule dates and backorder status
Works with Quality control, Shipping, Accounting, and Purchasing to resolve customer issues
Develops process improvements for identifying, reporting and implementation of corrective actions that contribute to improved customer service
Contributes to improving department efficiency and productivity by program and systems development
Collects and research data, uses intuition and experience to complement data, design workflows and procedures
Identifies root causes to problem and lead multi-departmental team to resolve
Charts, reports and coordinates resolution to problems communicated
Assumes role as customer Service Representative where and when needed
Provides regular training to team for improvements and to build knowledge base
Initiates monthly meetings for purchasing team to drive improvements between departments
Attends morning production meeting and is ready to present any issue or concerns
Ensure that all employees completing a task with possible significant aspect(s) has received the required training
Receive and understand the same Health Safety Environment training required by employees under their control
Respond to reports of unsafe acts or unsafe conditions
Participate in Environment Health Safety Staff Meetings
Participate in Safety Observations Program
Participate in Environment Health Safety workshops and seminars
Establishes Environment Health Safety objectives and targets as part of Safety Staff Committee

136

Customer Service Supervisor Resume Examples & Samples

Supervise work schedules, PTO, staffing levels to ensure customer/client calls, e-mail requests and other forms of external and internal customer/client contact and requests are handled appropriately and within defined goals
Monitor and manage department and individual goals and objectives
Answers inquiries from customers, clients and/or insurance companies and documents interaction within Brightree database
Represents Continuum to internal and external customers and clients to assure a high level of customer/client satisfaction
Maintains customer/client information in accordance with HIPAA, PHI and regulatory requirements
Plans and implements office systems, filing systems and manages customers, clients and sales orders in Brightree
Inputs prescriptions (e.g. CMNs) in Brightree and is responsible to obtain customer approval/signature
Compares client requests against signed prescription and obtains updated prescription from customer if necessary
Generates sales orders in Brightree for wound care supplies and if necessary, ships wound care supplies to clients
Generates sales orders in Brightree for VAD equipment and accessories
Follows up on delivery information and updates Brightree as appropriate
Obtains authorizations from insurance companies as necessary
Confirms sales orders in Brightree
Handles returns from clients if necessary
Trains and/or gives direction to other individuals on Brightree software utilization, process and/or answers questions as necessary
Responsible to run reports (i.e. daily, weekly, monthly) from Brightree and to follow-up on actions required
Maintains thorough and accurate records of work performed
Maintains knowledge of and adheres to processes, policies and procedures
Escalates and often resolves issues as appropriate
Generates and updates procedures to document workflow or to handle special projects
Participates in ongoing continuous improvement efforts as required
Work closely with the parent company Customer Service and Supply Chain teams to ensure priorities and exceptions are clearly understood
Ensure all Customer Service employees are trained and documentation meets the division quality standards
Assist in developing a culture which promotes a customer focused philosophy of “ease of doing business” both within and outside the Customer Service department
Hires and retains a diverse, highly qualified staff and provides ongoing performance feedback
Supervisory experience required
Demonstrated ability to train and mentor others required
Minimum of 3 years of experience in Customer Service
Strong leadership skills, including the ability to set goals and provide positive and constructive feedback respectfully to build positive relationships and improve business results
Ability to work effectively within a team as well as cross-functionally in a fast-paced changing environment
Multi-tasks, prioritizes and meets deadlines in timely manner
Strong organizational, process, planning, and follow-up skills and ability to hold others accountable
Ability to communicate effectively with team members, clients, caregivers, clinicians, and referral sources
Excellent planning and organizational skills, ability to meet deadlines, ability to provide metric driven reports weekly and monthly showing customer service representative workload distribution
Problem resolution and follow up skills
Ability to work in a highly matrixed and geographically diverse business environment

137

Customer Service Supervisor Resume Examples & Samples

Designing and implementing improved process or operational policies
Recommending changes to products or services to fulfill customer needs
Providing support to team in their performance of job duties as required

138

Customer Service Supervisor Resume Examples & Samples

Support the Customer Service teams by providing coaching opportunities to enhance the customer’s resolution experience
Coaching the Promo CS team to provide a trademark customer service experience
Track activity to identify trends and opportunities that will assist the organization and customer in building strong business relationships
Communicate relevant quality related training needs to coordinate with the Learning & Performance team
Maintain proficient technical knowledge of the program products, work procedures, and company guidelines and policies. Provide recommendations for changes as analyzed
Openly communicate with peers, internal customers, management, operations, and learning & performance staff to promote customer service needs and departmental standards and goals
Under general supervision, plans, conducts, and supervises project assignments
Assists with the review and evaluation of personnel performance
Reviews progress with management
Associate’s Degree or higher or experience equivalent
Minimum of 2-5 years of related / relevant experience in position or specialization
Works under minimal supervision
Promotional marketing background

139

Customer Service Supervisor Resume Examples & Samples

1) Supervise the activities of the divisional order services staff to assure the timely, accurate processing of orders to meet the requirements of the customer and Micro-Irrigation division. Facilitate and execute shipping, order maintenance, customer service, sales support and export documentation
2) Enter, process and maintain orders for assigned customers
3) Responsible for supporting the order services team in evaluating billing problems, credit requests, special orders, rush or special transportation requirements, correcting discrepancies, processing warranty replacements, etc
4) Support and interact with micro-irrigation sales teams in order to satisfy customer requirements
5) Administers changes to list price, customer discount and marketing programs. Adheres to appropriate guidelines in the maintenance of pricing and payment terms
6) Forecast staffing needs, select and train personnel to assure high levels of customer service skills and conformance with international shipping requirements
7) Document procedures and policies for training and departmental information guide. Consistently train and develop staff members in areas of personal growth, product knowledge, customer service skills and computer hardware/software use
8) Build and support working relationships with other functions such as finance, sales, marketing, scheduling, shipping in order to faclitate learning and provide excellent service to customers
9) Maintain and keep current customer database master file
10) Enforces current procedures with dealer/distributors and district sales managers
11) Other duties as assigned
7) Document procedures and policies for training and departmental information guide. Consistently train and develop staff memebers in areas of personal growth, product knowledge, customer service skills and computer hardware/software use
4+ years of related experience in a manufacturing environment
2+ years of experience in a lead customer service role supervising staff

140

Customer Service Supervisor Resume Examples & Samples

Effective leadership skills (listening, verbal and written communication skills)
Proficient in MS Office. (Highly skilled in excel and presentations)
Ability to diffuse escalated situations
Detailed oriented- must be able to determine facts, document accurately and concisely
Ability to multitask, perform well under pressure, prioritize and meet deadlines
Good analytical skills and the ability to think strategically
Ability to learn and adapt quickly to change
Demonstrates the ability to identify and understand issues and provide appropriate solutions quickly and effectively
4-5 years of relevant management experience
College Degree (Preferred)

141

Customer Service Supervisor Resume Examples & Samples

Assist in supervising the Customer Service Staff
May assist in designing and implementing improved processes, operational policies, procedures, and Homeowner Manual
May recommend changes to products or services to fulfill customer needs
Involvement with training, communication and development of all service personnel
Receive and confirm receipt of homeowners' requests
Make initial contact with homeowners and schedule inspection appointments
Schedule and manage required repairs
Perform minor repairs at times
Review and manage Customer Service assignments and offer preliminary guidance as needed to properly prepare the Customer Service Techs for working each claim
Review and approve all warranty department invoices
Constantly work towards lowering average completion time for requests and service satisfaction for homeowners
Generate reports to manage the current number of outstanding and completed warranty service requests per community per Customer Service Tech
Track warranty expenditures per home, per superintendent per quarter
Monitor all Customer Satisfaction Surveys and constantly strive to improve those results
Maintain subcontractor contact lists for all communities especially for use by homeowners
Bachelor's degree (B. A.) from four-year college or university; or three to five years related experience and/or training; or equivalent combination of education and experience

142

Customer Service Supervisor Resume Examples & Samples

 High school diploma or approved equivalent
 Math aptitude; typing skills (45-50 wpm), 10-key and filing
 Strong organizational and excellent communication skills
 Completion of the IRA Road Map and CSS Road Map certifications
 Teller experience required and supervisory experience preferred
 Training in Branch On-boarding of new hires to meet Colleague Readiness Certification within 3 weeks of hire
 Light, intermittent physical effort; must be able to sit or stand for long periods of time; ability to perform routine light maintenance duties at the branch and able to lift 10 pounds

143

Customer Service Supervisor Resume Examples & Samples

High school diploma or approved equivalent
Math aptitude; typing skills (45-50 wpm), 10-key and filing
Strong organizational and excellent communication skills
Completion of the IRA Road Map and CSS Road Map certifications
Teller experience required and supervisory experience preferred
Training in Branch On-boarding of new hires to meet Colleague Readiness Certification within 3 weeks of hire
Light, intermittent physical effort; must be able to sit or stand for long periods of time; ability to perform routine light maintenance duties at the branch and able to lift 10 pounds

144

Customer Service Supervisor Resume Examples & Samples

You will be responsible for supervision of call center employees to assure productivity, quality, and timeliness of work in the completion of assigned projects and departmental goals
You will need to assist with or conduct training to keep team updated on changes that may occur in information or procedures
You will coach and develop your people to ensure they are equipped to perform
Continually look for and suggest process improvements, which will benefit GDIT and our customers (internal and external), and coach your employees to do the same
You will report problems that occur and assist with resolution
You will manage support service level metrics that includes schedule adherence, average handle time, response accuracy and quality metrics
There may be some weekends and overtime required from time to time
We expect everyone to practice GDIT core values
You will have a minimum of 6 months supervisory or leadership experience in a call center environment
A minimum of 1 year call center experience is required
You will be able to communicate effectively both verbally and in writing
You must be able to speak English clearly and professionally
You will be in front of a computer so must be able to type 20 WPM, 30 WPM preferred
Must have demonstrated excellent listening, interpersonal, and multi-tasking skills
One Team, One Fight! You will have experience working effectively in a team environment
We will perform a background check as a security clearance is required for this role

145

Customer Service Supervisor Resume Examples & Samples

Leads, motivates and supervises a team of Customer Relation Specialists
Drives performance improvement of Customer Relation Specialists to achieve KPIs
Participates in reviews with Station Manager to identify areas of improvement,
Proven track record in a Customer Relation Specialist/ other customer facing role
Deep knowledge of forwarding business, ocean product and industry systems and processes
Deep knowledge of CS processes and systems
Ability to take ownership and steer a Customer Relations Team
Excellent communication, motivation and interpersonal skills
Self-directed working style
Excellent telephone and E-mail skills
Commercial attitude
Good knowledge in English (verbal/written)
BS/BA in related discipline and 3-5 years of experience in related field,
Travel required: Less than 10%

146

Customer Service Supervisor Resume Examples & Samples

Coaching,motivating and counseling staff, including administrating disciplinary action when necessary
Effectively provide team leadership, collaborate, and manage multiple priorities and projects
Work with strict deadlines and meet deadlines on a daily basis
Emphasize customer focused attention to ensure patients are responded to with accurate and timely information

147

Customer Service Supervisor Resume Examples & Samples

Monitor the daily level of service of the account and how administration is meeting the specified requirements. This includes main liaison with operations to understand and assist in meeting the needs of the customer, including inventory issues
Monitor that the billing is being completed in an accurate, timely manner and in compliance with any vendor guidelines
Monitor overages, shortages and damages as per procedure as relates to the customer
Maintain and monitor relationship with custom’s procedures including freight clearance, documentation, and customer compliance. Liaison with other Damco entities, as needed
Schedule and reconcile all cycle counts in accordance with each account’s specifications
Maintain inventory integrity and perform all necessary inventory adjustments & corrections
Maintain inventory reports and logs as needed
Assist in warehouse audits to identify process issues that affect inventory accuracy
Interact with customer accounts to proactively determine areas of needed improvement or change
Examine and seek processes which are determined as needing improvement, including
Monitor processes to reduce errors and focus on root causes of perpetual inventory inaccuracies
Develop and layout operational/inventory areas for any and all new accounts
Insure that there is a high level of professionalism and productivity within the team
Be available to interact with guests from customer and participate along with other management personnel in presentations and entertaining of guests
Hire, counsel and review employees on a regular basis. Offer Action Plan in which to improve or add-to the current tasks assigned
Insure that employees are receiving proper training and support. This may include a detailed recommendation with timelines and improvement plans

148

Customer Service Supervisor Resume Examples & Samples

Minimum professional and educational background desired (include years of experience)
University graduate in mechanical or engine engineering and/or business management/English
Above 5 years of work experience paired with a proven track record of success could also provide the necessary qualifications to fill this vacancy
The ideal candidate has made this experience already in the automotive component supply environment for brake systems products
The successful candidate will display personal integrity and assertiveness and will possess the following characteristics
Excellent interpersonal skills, good communicator, moderator and facilitator
Good technical knowledge / technical understanding
Be familiar with SAP

149

Customer Service Supervisor Resume Examples & Samples

Provides support to internal customers regarding improvement of their processes and their ability to provide accurate and timely inputs to transactional processing
Participates in the development and implementation of necessary data processing systems and revisions
Effectively supervises a team of transactional processors involved in the CS’s activities. Provide strong leadership supporting a team environment within the CS’s combined effort
Develops and maintains departmental procedures
Interprets data to provide statistical analysis and trend reporting
Meets all Service Level Agreement (SLA) requirements between the CS and the branch/region. Prioritizes/organizes multiple tasks in order to meet deadlines

150

Customer Service Supervisor Resume Examples & Samples

Prior experience in a consumer or client facing role
Experience as a Brand Ambassador, preferred
Experience in driving new business, preferred
Informed of the different company initiatives
Evaluates and communicates technical content in a clear manner
Projects a professional demeanor with colleagues, clients and their customer
Typically acts as a lead, but not a supervisor
Works autonomously within established procedures and practices
Has developed breadth and/or depth of skills in a range of processes, procedures and systems, or acts as the technical expert in an area
Self-motivated, proactive; high energy individual that enjoys challenges and thrives in a fast paced environment
Must demonstrate a positive attitude and professional demeanor, serving as an ambassador for the company and community
Exceptional customer service and interpersonal skills, including the ability to deal effectively with a wide variety of people, and to respond appropriately to guest complaints and requests
Comfortable with public speaking as well as writing communications for broader distribution
Attentive to detail
Passion for production
Strong work ethic, with the ability to work well both independently and within the context of a larger team
Possess creative problem-solving skills
Ability to thrive in a fast-paced, fluid and collaborative environment

151

Customer Service Supervisor Resume Examples & Samples

Bachelor degree in Technical (Electrical/Mechanical), Business / Marketing or equivalent experience in a Manufacturing, Engineering or Supervisory type role
Analytical, Excellent organizational, verbal and written communication skills
Skilled at establishing and executing priorities
Demonstrated Customer Advocate, Results-oriented, Process improvement focused
Strong Microsoft Office and PC skills with ability to analyze data and maintain Excel spreadsheets
Experience implementing process improvements while providing exceptional mentoring and customer service offerings
Experience acting as an effective change agent in a team environment
Past experience working in Oracle or similar ERP software
Lean Six Sigma Green Belt Training or Certification with ability to employ Six Sigma tools for process improvement
Electrical Motor Knowledge

152

Customer Service Supervisor Resume Examples & Samples

Promote a positive safety culture through leadership by example; perform all work activities following all relevant safety policies and procedures
Manage all aspects of employment relationship for employees including recruitment and selection (with HR), performance management, and training and development
Manage all phone calls within the customer service department to ensure they are handled with the highest level of quality and satisfaction
Order entry from customers and Outside Sales Representatives
Review quotes to make sure we are in compliance and review every document signed
Provide technical data as required (Catalog cut sheets, drawings, COC’s, materials test data, etc.)
Supply Operations Manager with market information
Manage order entry. Ensure orders are entered correctly and manage credits issued. Also maintain the entry of faxed and e-mailed orders and update system as required
Manage the water and gas departments and all functionality along with insides sales, order entry, quotations, and literature
Work with internal/external customers to manage through complex customer service issues and serve as liaison between production and sales to expedite deliveries through the facilities. Be able to manage and dissect problems on a daily basis and provide complete resolution. Provide support to sales representatives throughout the sales organization
Maintain SOPs for various department functions and help train and implement throughout the organization. Also adopt and train throughout the customer service department
Monitor results from VOC (Voice of Customer survey) and strive for improvements based on information received. Also manage and improve through conversations with customers and outside sales and use as training material to improve the department
Travel as needed to meet with key customers and sales force to identify and incorporate service improvement opportunities. Also attend company meetings as requested
Provide support to various plants through Customer Service Liaison function within the department - attend production meetings and inventory as required
Create and maintain goals for the team and also provide product training
Maintain and communicate on new products and have all areas functional at time of implementation
Ensure that department workload assessments are reviewed and updated as needed
Work with marketing on website improvements and mobile applications as required
Implement and manage improved communication with customers - shipping notifications, RGA/Cancellation Notifications, Acknowledgments, Re-Acknowledgments and other areas as required
Provide as back-up when other CSR’s are out of the office and insure all jobs have adequate backups within the department. Provide cross-functional training and technical support
Manage and maintain distribution/maintenance of price sheets for insides/outside personnel. Enter all list prices into the system and maintain accuracy. Also provide monthly reports and other special reports as requested
5 – 10 years related experience
Or equivalent education and experience combined
Strong administrative and organizational skills
Proficiency in Microsoft Word, Excel, Outlook and PowerPoint
Become fully familiar with all of the Company’s products, services, pricing and policies
Bilingualism in the French language is an asset

153

Customer Service Supervisor Resume Examples & Samples

Provide leadership for the Customer Service department
Develop, update and train staff regarding required documentation (Standard Operating Procedures (SOP), Work Instructions (WI), Forms, and Training Records)
Develop, capture, analyze and communicate department and individual performance metrics
Manage individual performance in accordance with corporate human resource policies and procedures, including documentation and communication of performance evaluations, performance improvement requirements, disciplinary action, termination or other employee relations requirements
Must demonstrate leadership capabilities and the ability to work as part of a team is essential to the job
Participate in proactive team efforts to achieve departmental and company goals
Responsible for implementation of the Company Quality system as it applies to the specific activities being performed
Ability to perform other duties, as assigned
Ability to communicate clearly in verbal and written form in English. Interact with staff and management at all levels of the Zimmer organization and its customers
Bachelor’s Degree required and 5-7 years experience in a Customer Service or Call Center environment preferred
A combination of education and work experience will be considered

154

Customer Service Supervisor Resume Examples & Samples

A good team player with commitment and initiative
Strong interpersonal skill with the ability to build effective relationship
Possess excellent interpersonal and communication skill with good command of written and spoken in English

155

Customer Service Supervisor Resume Examples & Samples

1 -3 years’ people management experience in retail or a fast-paced operations focused environment highly preferred
Strong leadership capabilities, business acumen, communication, and interpersonal, skills required
Ability to drive change and process improvements preferred
Ability to lead and motivate employees

156

Customer Service Supervisor Resume Examples & Samples

Insurance call center customer service experience
We require that this individual have their insurance license (PA Life Accident and Health License)
Insurance background
General Office
Typically requires a high school education or equivalent
Two to four years’ experience

157

Customer Service Supervisor Resume Examples & Samples

Prepare and control operational budgets for TFO
Review financial data and generate reports as necessary
Support the Customer Service TFO team by providing coaching opportunities to enhance the customers’ experience
Oversee the development and implementation of the marketing calendar for the Kraftbilt & EK brands
Openly communicate with peers, internal customers, management, operations, and learning & performance staff to promote customer service TFO needs and departmental standards and goals
Collaborate with Wilmer Marketing for synergy opportunities in sourcing, cross-selling, and marketing
Minimum 2-5 years of related/relevant experience in position or specialization
Leads with high energy, confidence, and passion
Proficient in Microsoft Office and other PC Business tools
Experience with BAAN preferred
Experience working with cross-functional teams

158

Customer Service Supervisor Resume Examples & Samples

Manage the call center’s team of agents
Circulate the room periodically every day to listen to conversations and provide instructions
Remain available for agents’ questions and concerns
Handle calls from customers who wish to speak to a supervisor for whatever reason
Monitor numbers of calls that agents handle each hour to ensure each agent is taking the required number of calls
Check the wait time for customers on hold to make sure they are not waiting unreasonable lengths of time
Inform management when wait times consistently remain too long so that management may consider hiring additional employees to prevent customers from hanging up and calling a competitor
Review all call reports
Maintain call agent attendance records
Train new call center agents
Meet with management to report the progress of the call agent team
Provide helpful feedback and positive communication to motivate call agents
Run regular staff meetings with the call agent team
Keep up with industry news
Train call agents on new computer or telephone equipment as well as new products and services offered by the company
Communicate any company policy and procedure changes to call agents
Make sure agents participate in continuing education to maintain any required certifications
Maintain any certifications the company requires of supervisors through continuing education or advanced training
Ability to pass all job required background checks
Customer Service experience working in a call center environment
Combined experience leading and/or supervising a team
Bachelor’s degree in Management, Business or a related field
Excellent leadership and management skills
Superior written and verbal communication skills
Excellent problem solving and negotiation skills
Good math skills
Strong computer skills and knowledge of basic telephone technology
Knowledgeable of the company’s particular computer and telephone system
Good organizational skills and attention to detail
Experience with advanced computer and telephone equipment and software relevant to the industry
Training programs in customer service and employee supervision provided by the company
Special certification relevant to the industry
Spanish language skill on a professional level

159

Customer Service Supervisor Resume Examples & Samples

Responsible to train, coach, and develop assigned CSR's to include monitoring sales presentations, conducting evaluations, follow-up, and corrective counseling as needed
Assist the Director of Operations in maintaining a positive, motivating, and high-energy working environment
Ensure the CSR's acquire the appropriate support and training to apply the best skills and knowledge on the job
Practice and ensure compliance with all company policies and procedures
Attend and participate in departmental and company meetings
Participate in monitoring of Sales Representatives and providing feedback to the Sales and Training departments regarding meeting project requirements and client specific
Initial and continual management of the sales floor based on project numbers and adjust sales activities accordingly to maintain efficient use of dialers and sales staff
Management of queue to include checking calls and sales numbers, maintaining dialer effectiveness and tracking “down” time
Various administrative duties as assigned
Two years previous supervisory experience, including employee evaluations, corrective counseling, motivational techniques, employee development and understanding of acceptable Human Resources practices is required
Working knowledge of Microsoft Office, Windows and computer proficiency is required
Excellent attendance is critical
Excellent written and verbal communication skills are required
Ability to make sound decisions and excellent problem solving skills are required
Knowledge of direct sales processes and procedures preferred
Excellent mathematical and analytical skills are preferred
One year of experience in the telemarketing industry
Must possess outstanding leadership abilities, including the ability to supervise and manage the activities of numerous people
Must possess the ability resolve conflict effectively

160

Customer Service Supervisor Resume Examples & Samples

Supervises, plans, organizes, directs and evaluates the work of the Customer Service staff
Establishes performance requirements and personal development targets for the team; regularly monitors performance and provides coaching for performance improvement and development
Responsible for ensuring that the customer service team consistently meets or exceeds established key performance indicators (KPI’s)
Review performance reports daily to track team and department performance
Deliver continuous coaching and skill development to team members
Handle escalated calls to resolve issues
Train new hires and reinforcing training for existing reps
Creating job training aides
Contributes to budget development and monitors operational and program performance against the budget
Participates in the development and implementation of schedules, work processes, systems and procedures to achieve the department’s annual goals

161

Customer Service Supervisor Resume Examples & Samples

Establishes and communicates performance standards and objectives; conducts performance appraisals. Conducts one-on-one meetings with staff to discuss performance issues (e.g. attendance, attitude, work performance) and develop corrective action plans, as needed
Monitors operations and staff and recommends, when necessary, changes in methods, procedures, structure, and additions or changes in personnel to secure optimum utilization of resources
Counsels team members on educational and job opportunities, which will enhance their career development, and keeps staff informed of current problems, changes, and new developments in the department and company by conducting periodic meetings

162

Customer Service Supervisor Resume Examples & Samples

Demonstrated ability to manage a budget
Demonstrated ability to do annual planning
Demonstrated ability to prioritize work for his/her team
Demonstrated ability to build effective relationships with peers, employees and Manager
Demonstrated ability to delegate effectively to employees
Demonstrates the ability to successfully develop direct reports
Demonstrates that he/she is accessible and available for direct reports
Demonstrated ability to coach employees
Demonstrates the company values, especially integrity

163

Customer Service Supervisor Resume Examples & Samples

Shall answer customer feedback in various forms and address comments in a timely, professional manner
Complete required reports and documentation
Responsible for communicating and upholding company standards, leading by example, working as a team and providing clean, safe, friendly and efficient facilities
Comply with applicable Government and corporate regulations, policies and procedures
Recommend and develop process improvements
Effectively communicate and use technical manuals and references

164

Customer Service Supervisor Resume Examples & Samples

Two years of airline related work experience in customer service functions preferred
Must be able to lift and/or move items up to 70 pounds on a regular basis and repetitively lift and/or move weights of 40 to 50 pounds onto raised surfaces
Must be able to climb, bend, kneel and stand on a frequent basis and for extended periods
Must be able to work in cramped or high places. Must be able to carry heavy items up and down jetway stairs
Ability to type and/or use a computer keyboard with sufficient speed to meet the demands of job
Able to read documents, follow instructions, learn, understand, and teach Operations & Customer Service procedures, rules, and regulations
Must be aware of hazardous situations and be able to handle emergencies as needed
Must work under tight time constraints to accomplish quick turns of aircraft
Ability to work well with others as part of a team, meet the public, and work under stressful situations
Must possess good written skills and be able to effectively communicate verbally by telephone, face to face, and public address systems
Must be able to communicate information and instructions verbally and/or via radio equipment
Must present a well-groomed appearance in accordance with the Ground Operations Employee Handbook
Must be able to perform all job functions within a limited space

165

Customer Service Supervisor Resume Examples & Samples

Fluency in French is required (reading, writing, and speaking)
2+ years management experience preferred
Proven experience in a customer service environment, contact center strongly preferred
Strong knowledge of eCommerce systems, concepts, and timelines
Have a flexible schedule, including the ability to work nights and weekends
Be able to troubleshoot basic issues related to technology (you might be the kind of person that friends and family go to for computer help)
Flexibility to work varied shifts on a 7-day schedule between the hours of 6am-midnight (Central)

166

Customer Service Supervisor Resume Examples & Samples

Manage/Lead a process of 12-15 employees in the Consumables & E Commerce domain of the Order Management process
Provide guidance and mentoring to the team to perform their daily operations such as managing internal and external business partners, creating Quotes, booking Sales orders and resolve queries from Customers and internal departments
Good knowledge of E Commerce domain will help the individual understand processes and customer requirements better which will help formulate strategies better
Enable the team to identify and develop process efficiencies and simplification of work methods in the Order management (Sales) processes
Manage processes to strengthen compliance of Agilent Order Acceptance policies and highlight exceptions
Establishes, maintains appropriate business controls and processes within the Sales Admin function to meet the Sarbanes-Oxley compliance requirements
Ensure the integrity of the operations by accurately reflecting operational performance to management through use of metrics and dashboards
Conversant with process flow & linkages to be able to relate to end to end operations
Establishes, recommends changes to policies
Performance Management & Conflict Management
People Orientation - Role model of the team - Positive attitude, Can Motivate
Lead, Manage & Inspire change
Decision Making, Ownership & Judgment
Coaching & Mentoring
Customer Obsession
Problem Solving skills
Cross function/team collaboration
Strategic Thinking & Execution of strategies
Prior experience in leading/managing people of 2+ years along with the execution of processes, projects and tactics
Customer Service/Order Management experience
Total work experience of 8+ years
Excellent Written and Communication skills
Good knowledge of MS Office Suite
Typically minimum of 8-12 years relevant experience for entry to this level
Requires complete understanding of general and technical aspects of job. Prior experience of E Commerce domain will be preffered

167

Customer Service Supervisor Resume Examples & Samples

Manage Enrollment Agents to optimize use of personnel, skills, and equipment
Approve business-related expenses and timesheets in assigned region; responsible for personnel compliance with established Expense Reporting and Timekeeping Policies
Provide data for or complete all necessary reports for all programs in assigned area
Participate in on-boarding of new EAs
Identify and expedite correction of problems relating to Customer Satisfaction and Operational Performance
Provide excellent customer service and set standards/expectation for customer service standards in Enrollment Centers
Oversee the development, implementation, and ongoing operation of Enrollment Centers in assigned region
Respond to inquiries and service requests that are either handled directly or forwarded to the appropriate Operations contact
Supervise the work of employees assigned to the enrollment centers. Develop solutions to complex problems which require the regular use of ingenuity and creativity
Coordinate logistics, inventory, installation, operation and support of enrollment technologies
Utilize on-site visits, customer feedback, and reports from Program Management Office to assess the quality of service and adherence to policy by Enrollment Centers
Promote and monitor performance of retail sales by enrollment center staff. Note: In addition to the Essential Functions, also performs similar work-related duties as assigned
Demonstrated customer support skills
Solid professional expertise and understanding of all products and services
Ability to establish and maintain effective relationships
Ability to multitask and deal with ever changing issues and priorities in a fast paced work environment
Team player attitude and the ability to work as a member of a virtual team
Able to work in remote location without direct day-to-day supervisor interaction
Able to complete a wide variety of tasks within the time constraints of each assignment
Working knowledge of Microsoft Outlook, Word and Excel
Demonstrated management experience requiring strong leadership skills and customer support skills
Working knowledge of applicable state employment laws
Sound decision making skills and attention to detail
Extensive knowledge of applicable programs operating in assigned area
Bachelor’s degree in Business or a related field, with a minimum of 2 years related experience, or a combination of education and experience that would enable performance of the full scope of the position
Previous supervisory experience required, preferably in an enrollment center or customer service environment
Previous experience working with biometrics preferred
Reliable transportation and valid driver’s license required
Ability to travel as required with the ability to prepay all travel expenses personally and receive reimbursement 5 – 10 business days later

168

Customer Service Supervisor Resume Examples & Samples

Ability to travel as required with the ability to prepay all travel expenses personally and receive reimbursement 5 – 10 business days laterTravel Requirement, Working Conditions and Physical Demands
Travel requirement, such as
Ability to travel for activities such as meetings, classes, and workshops
Must be able to travel by air as needed to attend training, conferences, and related job activities
Local travel and overnight travel as required. Travel is expected for approximately 75% of the time

169

Customer Service Supervisor Resume Examples & Samples

Acting as main contact window for existing clients maintained through the Tianjin sales & marketing department
Providing professional and pro-active customer service
Purchase orders follow up for airfreight, sea freight, contract logistics business locally as well as for import –and exports
Troubleshooting of service related issues/problems in close co-operation with local operation departments
Issuing, faxing and filing quotations for existing business and new opportunities, in accordance with instructions from Sales Managers and Business Development Managers
Close co-operation with all divisions of the sales & marketing, operations –and finance departments
Outstanding payment monitoring and follow up, working on clarification for customer with outstanding excess credit limit check with internal colleagues and clarification with customer if problem of delay is related to quotations/ procedures / claims
Monitoring of Kuehne + Nagel Login systems
Monitoring of business volumes for existing business and reporting any loss of business to Sales Managers and Business Development Managers
Monitoring of claim cases and assigns ownership of claim cases to responsible operations head in co-operation/communication of Sales Manager and Business Development Manager
Visiting existing clients to build up business relationship in agreement/request with Sales Manager or Business Development Manager
To represent and follow the KN philosophy, quality management system and highest standard of business practice
Minimum 3 years working experience in logistics industry
Good command of Spoken/Written Chinese and English
Presentation abilities, Teamwork spirit and customer oriented

170

Customer Service Supervisor Resume Examples & Samples

Handle customer service issues with attention and professionalism, adhering to company policy
Respond to escalated contacts from retailers and consumers
Distribute workload effectively to ensure superior customer experience, monitoring daily
Mentor each team member by providing daily coaching on customer service skills, departmental procedures, and PCG product knowledge
Document all coaching provided to team members
Participate in the development and implementation of procedures to improve departmental operations
Lead and participate in departmental meetings
Assist Customer Service Manager with monitoring, documenting and analyzing call quality and call volume for each CSR individually and as a group
Compile and distribute accurate reports summarizing department activity such as call volume and order volume
Assist with training, product updates, vacation and attendance monitoring, job/needs analysis, and performance counseling
Follow internal controls and company policies as set by Pacific Cycle and job function
Contribute to the success of Pacific Cycle, Inc. by leading or assisting with other projects and tasks as assigned
Must possess mastery knowledge of bicycle parts and assembly
HS Diploma/GED or the equivalent required
Good working knowledge of PC applications such as MS Word and Excel
Minimum 2-years customer service experience required
Good interpersonal and communication skills required
Must be able to work effectively with minimal supervision
Must possess the ability to research and analyze
Technical or bachelor’s degree in field related to the position helpful
Knowledge of and/or fluency in languages other than English helpful
SAP or similar program experience helpful
Previous supervisory experience is preferred

171

Customer Service Supervisor Resume Examples & Samples

College degree or in lieu of degree 5 years management experience
Microsoft Excel, PowerPoint, & Word proficiency required
3 years of Customer Service managerial experience
3 years call center supervisory experience
Strong written/verbal/interpersonal communication skills sufficient to communicate and interact effectively
Ability to encourage and motivate people with responsible attitude
Good people skills to build solid relationships with professionals at all levels
Calmness under pressure and maintain records in timely and accurate mode
Good decision-making, communication, and IT skills

172

Customer Service Supervisor Resume Examples & Samples

Establishes policies and procedures for organization activities such as Order processing, Customer Communication, and call activities
Ensure service employee adoption of new technology and tools introduced to the Customer Service Coordinator Team
Provides day to day leadership as well as functional training to ensure staff development and effective contribution to the overall operation
Ensures all contractual Service Level Agreements are met while providing our customers with the highest level of service
Provides internal reporting and metrics for all aspects of Customer Service Coordinator role, i.e. average response time, resolution rates, error rate, and customer satisfaction data
Resolve customer challenges (internal and external) through detailed Corrective Action Plans and implementation of action plan
Integrates the service function with various channels within the organization –RRD, Third Party Logistics, Print
Selects, develops and evaluates personnel to ensure the efficient operation of the function
Will participate in weekend staffing rotation as needed
3+ years Customer facing interaction required

173

Customer Service Supervisor Resume Examples & Samples

Manage and develop a team of 3 - 4 Dealer Account Specialists in the day-to-day operations of the call center; daily operations include: order entry, order tracking, order invoicing, inbound and outbound calls, and resolution of customer concerns
Manage 1 Inside Sales resource and assist in driving increased sales volume for house accounts, open territories, and government sales
Track and reduce abandon rates and wait times for incoming calls
Collaborate with the Sales Analyst in developing reports and dashboards used in improving performance of the call center and the dealer’s experience
Ensure high level of customer service for OPE dealers and end consumers by identifying and implementing process improvements
Work cross-functionally with Sales, Marketing, IT, Ecommerce, Warehouse, Engineering, Sourcing and Finance to implement and improve programs to achieve AOP goals
Employee managerial functions including performance reviews, continuous performance discussions, hiring and terminating employees and other duties as assigned
3-5 years of experience in customer service
Must possess solid leadership ability
Strong customer focus and verbal communication skills
Must be capable of interfacing effectively with the other functional areas of the Company (i.e., Sales, Marketing, IT, Ecommerce, Warehouse, Engineering, Sourcing and Finance, HR)

174

Customer Service Supervisor Resume Examples & Samples

Team Management
Previous customer service management experience preferred
Preferred but not required experience with Healthcare or related field
Experience working with software and tools on a day to day basis (Office, Outlook, Web)
Must have good written and verbal skills
Ability to manage multiple projects

175

Customer Service Supervisor Resume Examples & Samples

Directly accountable for Individual team member performance, affecting overall Contact Center Performance, Department goals and project objectives. Achieves this through the oversight of work allocation and productivity of individual team members as well as oversees quality performance of individual team members
Develop Contact Center staff through effective hiring, coaching, evaluative performance feedback and guidance
Assists in developing new initiatives and makes recommendations for change, based on proactive and reactive business needs, focusing on improving the communication, timing and impact to the customer and the employees in the contact center environment. Supports members of the CE team to implement change
Develop sound communication and working relationships with other cross functional processes, acting as a liaison to advise managers of needs for improved cross functional processes

176

Customer Service Supervisor Resume Examples & Samples

Oversee day-to-day operations of teams to ensure timely and accurate completion of all PFS activities
Monitor and strive to continually improve the collection of payer claims in accordance with the respective contract
Assist management with meetings with key payers to discuss customer service issues, resolving escalations, and update claims
Ensure daily reconciliation of electronic claim files
Maintain productivity and quality standards of all PFS functions
Review accounts receivable adjustments for accuracy and submit adjustment requests as defined by departmental policies and procedures for upper management approval
Maintain compliance with government reimbursement programs
Suggest changes to department policies and procedures as appropriate
Work with management to complete disciplinary action as required
Work with the Training and Education department to develop and deploy training for new employees and provide ongoing training as needed
Complete annual performance reviews for employees and provide timely feedback
Create a work environment for employees through team building, coaching, constructive feedback, work delegation, personal example and goal setting that encourages creativity, open dialogue on work issues, professional growth, and a consistent, high level of performance; encourage and support employee decision-making within his or her scope of responsibilities
Develop and maintain “super user” capabilities in technology applications and all other related information systems, tools, technologies, and processes; assist other employees as needed to ensure all tools are fully utilized to create an efficient and effective department
Comply with and adhere to all regulatory compliance areas, policies and procedures (including HIPAA and PCI compliance requirements), and "leading practices"
Work with key business partners and peers across the organization

177

Customer Service Supervisor Resume Examples & Samples

Previous customer service or call center experience
Typing and 10 keypad experience
1-3 years management experience in a customer service or call center preferred
PC skills including MS Word, MS Excel, MS PowerPoint, MS Outlook, Intranet/Internet and AS/400 preferred
High school diploma or GED required, four year college degree or equivalent work experience preferred
Availability to start within two weeks after offer made/accepted preferred

178

Customer Service Supervisor Resume Examples & Samples

Excellent interpersonal skills and the ability to establish and maintain effective relationships with customers and other departments
Exceptional oral/written communication and listening skills
Commitment to a high level of internal customer satisfaction and continuous improvement
Effective Team Player with the ability to work independently
Energetic, able to provide and receive feedback
Superior organizational skills
Skilled user in MS Office programs (Microsoft Axtapa and/or NetSuite a plus)
Customer focused; dedicated to meeting the expectations of internal and external customers
Minimum of 5+ years’ experience in either a call center, manufacturing plant or distribution facility customer service group
Experience in a Manufacturing environment is a plus
Knowledge of data entry and/or tracking systems
Degree in Business or related field –preferred
High level of computer proficiency in Windows environment
Detail oriented, demonstrated initiative to point out issues and to make corrective recommendations
Proven problem solver and ability to negotiate as related to the Sales function

179

Customer Service Supervisor Resume Examples & Samples

Train all new CSR personnel
Coach CSR personnel on best practices of CSR techniques and processes
Provides first and second level support for all CSR duties to include
Enter and confirm sales orders placed by phone, fax, or e-mail
Resolve any discrepancies for EDI/EFAX orders
Resolves product problems by clarifying the customer’s complaint, determining the cause, selecting and explaining the best solution and expediting correction or adjustment, following up to ensure resolution
Provides status of orders and resolve any shipping discrepancies
Creates and maintains customer records by recording/updating account information
Analyzes weekly reports to edit/adjust customer pricing and financial records
Support sales force and internal team members for samples and supplies
Recommends potential enhancements to systems or customer accounts by collecting customer information and analyzing customer needs
Performs testing of new systems or process enhancements for CS and trains all personnel
Monitors ACD queue for optimization of CSR response to customer and provides training where necessary to
Maintain above average performance
Contributes to team effort by accomplishing related results as needed and directed by management
Performs other duties or special projects as assigned
Minimum of 3 year experience within Masimo Customer Service
Five or more years of customer service experience in an instrument company (preferable medical devices)
Prior experience with manufacturing and distribution
Must have had experience with an ERP system entering orders
Must have experience handling multiple calls using an ACD system
Knowledge of the latest ISO-13485, ISO-9001, the MDD, and Canadian Medical Device Regulations (CMDR)
Must be proficient in Outlook, Word, Excel, PowerPoint, and Access
Must possess excellent organizational, communication, and writing skills

180

Customer Service Supervisor Resume Examples & Samples

Assist the Customer Service Manager in the screening and interviewing of customer service associates
Train and develop the local customer service associates, including but not limited to,
Providing new hire orientation training for all potential customer service associates
Providing feedback on and tracking the performance of customer-related tasks by the customer service associates
Evaluating and appraising the customer service associates’ performance
Providing specific training on the use of Microsoft Office, SAP, and inventory management techniques; and
Providing coaching and training on relationship management skills and communication behaviors
Monitor and manage the work schedules of the local customer service associates
Respond to and manage customer concerns and complaints
Ensure compliance with all Company policies, procedures and processes
Achieve all goals associated with cash flow for GPI
Goals include Accounts receivables and working capital management
Develop strong relationships with the customer base of the local team through involvement in projects and meetings with customers and Sales or Operations
General understanding and experience with ERP business applications. A strong knowledge of SAP is highly recommended
Proven ability to construct clear and effective written and verbal communication internally and externally
Demonstrated positive team leadership experience
Demonstrated ability to train and develop others
Demonstrated understanding of and ability to manage the impact of order fulfillment on cash flow

181

Customer Service Supervisor Resume Examples & Samples

Responsible for the accuracy of order processing and ensuring strict compliance with SOX key controls ensuring the Customer Service team's adherence to business practices, policies, and procedures
Responsible for the day to day leadership of the team or seeks out appropriate resources as needed which may include delegation to subordinate resources
3-5 years of CS or Order Management or equivalent experience
Experience with ERP and CRM systems
Ability to work effectively within a team in a fast paced, changing environment
Strong verbal and written communications with ability to effectively communicate at multiple levels within the organization
Multi tasks, prioritizes and meets deadlines in a timely manner
Strong organizational, planning and follow up skills and the ability to hold others accountable
Ability to travel approximately 10% of the time
College degree or equivalent combination of education and experience
Med Device experience preferred

182

Customer Service Supervisor Resume Examples & Samples

Research problems with reported by CSR’s, sales representatives or by customers
Checking sales orders daily for accuracy and monitoring sales order processing
Costing, purchasing and replenishment for resale items
Train and support new CSR’s
Work diligently with Operations, Finance and Sales team to ensure prompt resolution of issues, complaints or incidents
Ensure proper maintenance and general appearance of workspaces and counter areas
Assists CSR in taking orders via phone and processing orders and quotes as needed
Train and manage CSR’s performance and output
Reviews performance of each contributor of the CSR team
Leads and teaches CSR’s by example
High School diploma or GED or equivalent in related experience, plus 2-3 years of experience in Customer Service, Client Relations, Sales and Service or related field; or equivalent in education, experience or technical training
Good organizational and problem solving skills
Good with basic math
Excellent communications skills, verbal and written
Skilled in Microsoft Office suite

183

Customer Service Supervisor Resume Examples & Samples

5+ years of Customer Service experience, analyzing and solving customer problems
2+ years of Supervisory experience
Supervisory experience within a Call Center

184

Customer Service Supervisor Resume Examples & Samples

Provide excellent customer service and address needs of customers in a timely and effective manner. Surprise and delight the customers with excellent customer service
Actively manage work flow on the front end, manage customer flow, and report performance and policy issues to the Team Leader and Associate Team Leader
Help train Team Members in a manner that builds and sustains a high-performance team and minimizes turnover as delegated by Team Leader and Associate Team Leader
Establish and maintain a positive work environment that supports a high Team Member morale
Communicate and maintain Team Member safety and security standards
Supervise and delegate tasks to Front End Team Members
Assist in training of new Team Members, utilizing learning checklists and training materials
Support national, regional, and store programs
Responds promptly to customer needs and questions and requests assistance when necessary, including answering the store phone system
Open and close department according to established procedures
Oversee team and resolve difficult customer situations
May assist with interviewing
Determine break schedule and ensure all necessary breaks are given
Communicate team concerns to the Team Leader and Associate Team Leader
Follow and comply with established procedures, including Weights and Measures, health and sanitation, and adhere to safe work practices
Extensive knowledge of Front End Team procedures and policies
Capable of teaching others in a constructive and positive manner
Ability to perform physical requirements of position
Ability to operate all necessary equipment
Strong demonstrated organizational and time management skills
Basic computer skills and ability to use computer programs such as Microsoft Word, Excel, and Outlook
Able to prioritize efficiently and delegate responsibilities
1+ year Front End or Customer Service experience required
Team Building
Employee Relations

185

Customer Service Supervisor Resume Examples & Samples

40% Customer Service Operations: provide support and manage the NA Customer Service team. Provide guidance and feedback to help the team identify areas of improvement in order to create efficient customer service processes and tools. Coordinate and assist team members in executing customer service activities such as: sales order processing, sales pricing & sales contract application, customer complaints and follow ups. Determine the best processes/tools that are appropriate for specific customer solutions. Execute specialized customer service offerings, such as: customer returns, customer consignment orders, debit/credit memos, and vendor managed inventory (VMI)
20% People, Talent Management: accountable for direct performance management, talent management, succession planning and engagement for team of 4 customer service representatives. Manage and provide coaching and/or training to the team specific to the competencies and skills required to perform their job responsibilities
15% Customer & Client Interaction: manage 2-3 key customer accounts for all customer service operations for these accounts and communicate with the customers regarding order confirmation, order status, pricing and other pertinent information needed to complete the sale
15% Business Partnership: build and maintain relationships with cross functional teams within CIS, other Cargill business’ and Cargill Business Services. Collaborate with these teams on the best processes/tools to sustain customer satisfaction and resolve issues such as service failures, billing errors and disputes
10% Perform other miscellaneous job duties and special projects
5 years of professional level experience in business (customer service, supply chain, logistics or similar field)
Ability to work in a fast-paced environment handling multiple priorities and making good decisions in times of urgency
On call 24/7

186

Customer Service Supervisor Resume Examples & Samples

Oversees one or more teams of Customer Service Representatives who handle customer service inquiries and problems via the phone and/or email
Ensures adequate phone coverage, including making decisions regarding scheduling changes
Evaluates the quality of Customer Service Representatives calls from customers; provides feed back to reps on strength and areas for improvement
Responsible for performance appraisals, disciplinary actions, hiring/interviewing, promotions and salary changes
Provides coaching and mentoring to contact center supervisors and team and occasionally to Customer Service Representatives
Approves and implements streaming opportunities and process improvements
Must be detail-oriented and customer-driven, focusing on providing the highest quality products and services to BKFS internal and external customers
Demonstrated problem-solving and decision-making skills

187

Customer Service Supervisor Resume Examples & Samples

Fluency in reading and writing in English and Spanish
Strong communication skills, verbal and written, in English and Spanish
Strong teamwork ethic with an ability to adapt in a fast-pasted, dynamic environment
Adept at using technological resources including MS Office (particularly Excel), and an aptitude for using web-based survey tools
Hours for this position are Monday: 1pm to 9pm, Wednesday 4pm to 12 midnight, Thursday 4pm to 12midnight, Friday 2pm to 10pm, Saturday 1pm to 9pm

188

Customer Service Supervisor Resume Examples & Samples

Supervision of Call Center day-to-day activities in order to maintain GIS Benchmarks and customer satisfaction
Ensure proper prioritization, routing, and even call disbursement within all field service teams
Inspecting the accuracy of service call placed within the COTG database/ e-Automate
Oversees the day-to-day National Account activity and communication with the appropriate service and supply providers
Responsible for supporting all IT/Helpdesk employees to meet performance goals set out by GIS Benchmarks
Assist Call Center manager in preparing daily/weekly/monthly action plans to increase individual and team performance
Support Call Center manager in handling escalations from Customers, Sales, Service Management, as well as out of state accounts and vendors
Assist with maintaining data integrity in e-Automate by facilitating / delegating daily and monthly call center productivity reports
Exceptional communication skills, collaboration, and flexibility working with internal and external groups in order to facilitate and receive timely effective responses
Implement and maintain a time management system that allows you to manage multiple tasks simultaneously
Provide training in areas of need and monitor development of all team members
Support the Call Center Manager in holding all team members accountable for following the standards of phone and email responsibilities, set forth in the Call Center
Ensure all team members daily activities and workflow is met, including daily reports, customer reviews, invoicing, and team member goals
Oversee and evaluate the service invoice / credit process
Create and maintain a positive, collaborative culture within the Call Center
Responsible for ordering all service apparel, submitting payroll deductions and invoice approval
Additional duties may be assigned as needed
Assist with monthly performance discussions with all team members
Perform 2 Phone Monitor inspections per team member, per month
Provide assistance with preparing all annual employee reviews
Assist with the preparation of the quarterly Call Center Operations Review
Running daily/ weekly helpdesk productivity reports and sending them to the team
Ability to develop and maintain escalation process and procedures
Possess exceptional time management skills
Demonstrates leadership amongst peer group
Strong sense of attention to detail is essential
Ability to work well independently and effectively in a team-oriented environment
Excellent communication skills (verbal and written), email, phone, and in person
Must possess a great attitude, have excellent organizational skills, the ability to prioritize and demonstrate proper judgement/ decision making skills
Have the initiative to determine and seek out new opportunities as needed
The ability to balance multiple priorities in a fast-paced environment
Demonstrated ability to be self-directed, flexible and approachable / ability to interact with other departments
Must have the ability to confidently provide work direction, garner credibility and to provide influential guidance to management and team members that ensures cooperation and improves performance outcomes
Intermediate to advanced skills in MS Office, Excel, Word and the internet
Previous experience using e-Automate is desired but not required
Ability to comprehend and navigate current and future applications / databases
4+ years related Call Center experience and / or training in customer service, dispatching or equivalent combination of education and experience
Project management skills preferred but not required
English (reading, writing, verbal)
Outstanding writing and verbal communication skills
Financial acuity needed

189

Customer Service Supervisor Resume Examples & Samples

Experience leading people in a customer service or customer facing environment
Experience managing and executing continuous improvement projects
Medical Device or Pharmaceutical experience strongly preferred

190

Customer Service Supervisor Resume Examples & Samples

To manage the order management process within the regional / country based and Omni channel Customer Care Team and assigned markets as well as all incoming customer phone calls and requests
Establish and measure key performance indicators to improve processes, enhance customer experience and reduce waste
To recruit, induct, develop, support and motivate a team delivering front line customer services to ensure resolution of enquiries and complaints at the earliest opportunity
HPD responsibility
Motivating and driving performance with the team, achieving the targets set adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximize customer satisfaction
Work closely with the Customer Solution Manager and Account Managers as well as the Supply Chain Planning Team and execute customer-and business agreements accordingly
Monitor and track critical customer issues on a daily basis
To analyze and review performance information in order to analyze trends and identify training needs, ensuring that improvements are continually made and performance is measured consistently
Provide the organization with new/ and/or changed processes to continuously increase service and productivity and monitor the implementation, performance and success
Coaching and mentoring of individuals to support their ongoing development against the company behavioral framework. This will include conducting appraisals
To conduct regularly team meetings
Take ownership of and resolve accordingly any queries escalated by the Customer Care Team
Maintain an ongoing commitment to improve knowledge of systems and processes in order to contribute positively to ongoing development and service improvement
To undertake the duties of a Customer Care Adm. as and when required to ensure that a high level of customer service is maintained and to undertake any other duties as required, which are commensurate with the grading of the post
Support projects and process improvements to increase customer experience and productivity
Experience working in a customer centric role
Verbal and written proficiency in English & Dutch
Proven team leadership experience

191

Customer Service Supervisor Resume Examples & Samples

Work with Customer Service Manager to develop and implement team goals
Meeting company goals and metrics including On Time in Full reporting for shipping material on time to customers
Develop a proactive stance in dealing with all customer service related problems and implement appropriate action plans to ensure customer satisfaction
Continually work to improve the efficiency and effectiveness of the department using Quality processes
At least 5 years (overall) of Customer Service experience in manufacturing
At least 3 years customer service supervision experience
Strong oral and written communication skills with the ability to work collaboratively with internal stakeholders
Proven ability to build, develop, motivate and successfully lead a team of direct reports
Excellent customer service and problem solving skills
Strong organization skills with ability to handle multiple priorities in a fast paced environment

192

Customer Service Supervisor Resume Examples & Samples

Manages the daily operations of assigned team of 17-20+ customer service advocates; Effectively communicates organizational strategies to engage staff and drive desired behaviors
Exhibits managerial courage and consistently delivers accurate and transparent messages to staff
Partners with short and long term capacity planners as well as the resource management group to deliver on operational and client expectations
Understands and utilizes all Management Reporting tools to effectively drive performance measurements
Utilizes coaching behaviors to drive employee engagement and positive performance results
Communicate clear expectations for performance and attendance, and hold agents accountable for delivering on what’s expected
Identify customer trends and communicate proposed changes or department needs
Monitors individual, team and call center results to identify and act on both positive and negative trends to ensure attainment of financial and performance targets
Works to remove barriers for front line staff in order to exceed customer expectations
Leads team through change by developing a positive team relationship
Adapts communication style to effectively engage individuals/teams by delivering communications positively and in support of organizational goals and objectives
Collaborates with matrix partners to ensure objectives and standards are met, policies and procedures are followed, gaps identified and closed, communications are clear
Administers HR initiatives including hiring and onboarding, training, compensation planning, performance management, employee relations concerns/issues and employee development – engaging Sr. Managers and HR as appropriate
Facilitates compliance with all corporate policies
Supports diversity by building an inclusive environment and valuing different perspectives
Stays current with external changes in the health care delivery system and makes adjustments as needed

193

Customer Service Supervisor Resume Examples & Samples

Oversees the day-to-day operations of a group of employees
Coordinates referrals to appropriate technical, professional, or service personnel for follow-up
Monitors Customer Service KPI’s such as Customer On Time deliveries, Customer Satisfaction
Customer driven sense of urgency
Must have ability to lead, train, and drive change
Self motivated individual able to multi-task effectively and work in a fast-paced environment

194

Customer Service Supervisor Resume Examples & Samples

Responsible for supporting key customer accounts
Writes procedures and assists in establishment of department policies
Assists with problem resolution
Participates in training of customer service personnel
3+ years’ previous sales or customer support experience
3+ years’ oil and gas industry experience
Basic computer skills, including MS Office including MS Exchange, and Excel
5+ years’ completion tool sales experience
5+ years’ customer support work experience
Effective communication skills able to work cross-functionally within an organization
Previous experience with BHI Product lines and inventory
Ability to handle a fast paced work environment

195

Customer Service Supervisor Resume Examples & Samples

Under direction of Director Customer Service, oversee and manage day-to-day work tasks and routines of the employees within our Customer Service Department
Ensure all customer interactions, including purchase orders, calls and emails, are processed and answered in a timely, efficient and knowledgeable manner with full resolution and high customer satisfaction by our Customer Service Team
Complete Annual Performance reviews, goal setting sessions with direct reports and any other employee relations needs
Learn current products and become knowledgeable on new product introductions
Responsible for day to day communication with the Customer Service Team and with the Director of Customer Service
Ensure employees have appropriate training and resources to perform their jobs
Responsible for coordinating the effective development of our Customer Service Team
Responsible for leading cross training efforts within the Customer Service Team and ensuring all high-risk tasks are continuously able to be completed
Assist team members with escalated calls or issues, ensure proper handling and serve as a primary contact for departmental needs and questions
Provide proper feedback to Management relative to customer inquiries, complaints, and recommendations
Compile regular statistical and performance reports for analysis
Responsible for continuously evaluating procedures and suggesting methods to improve operations, efficiency and service to both internal and external customers
Coordinate testing for any system or customer changes, onboarding new processes and new accounts
Coordinate onboarding of new employees within the Customer Service Department
At least 5 years of experience in customer service, marketing, and/or retail is preferred
Personal computer, to include all Microsoft Office and related software, telephone, fax machine and other common office equipment. Ability to quickly learn Oracle, EDI and internet based order systems. Accurate and quick data entry skills are required
1-3 years experience in a supervisory role

196

Customer Service Supervisor Resume Examples & Samples

Maintains staff by recruiting, selecting, orienting, and training employees; developing personal growth opportunities
Accomplishes leadership results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results; conducting training; implementing enforcing systems, policies, and procedures
Maintains safe and healthy work environment by establishing and enforcing organization standards; adhering to legal regulations
Completes operations by developing schedules; assigning and monitoring work; gathering resources; implementing productivity standards; resolving operations problems; maintaining reference manuals; implementing new procedures
Controls expenses by gathering and submitting budget information; scheduling expenditures; monitoring variances; implementing corrective actions
Provides quality service by enforcing quality and customer service standards
Supervise day to day tactical issues, minimize customer escalations and support front line agents on issue resolution
Handle the first line escalation of operational issues
Keep leadership and key customers aware of issues; and identify opportunities to improve efficiencies and customer experiences
Ensure employees are increasing fulfillment time for Branch Operations
Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications
Minimum of 7 year(s) subject matter expertise within the secured transportation industry (CIT, Cash Vault, Coin)
Minimum of 3 years of direct supervisory experience of 10 or more employees
Minimum of 5 years of experience in a call center environment
Minimum of 3 years of experience working directly with customers or sales
Proficient understanding of Workforce Analytics software and reporting
Experience with coaching and development and corrective actions
Working knowledge and demonstrated capability to navigate Microsoft Office products
Strong experience in championing change, motivating persuasively and getting results through working with others
Basic knowledge of process management principles
Basic knowledge of Lean fundamentals
Practical understanding of training principles
Basic understanding of Customer Experience strategies and tactics
Undergraduate degree or equivalent business experience

197

Customer Service Supervisor Resume Examples & Samples

Overall supervision of Customer Service personnel (including performance, evaluation, and employee files)
Responsible for written Desk Procedures for Customer Service Department
Responsible for all customer-service related duties as outlined in Mytox BOS Procedures
Supervises confirmation/management of customer demand load before weekly MRP run
Oversees communication with customer deck personnel, freight carriers, and/or plants directly either verbally or in writing
Ensures that all customer inventory system queries are addressed in a timely manner (DDL, SMART, SPIN)
Ensures that all customer systems are updated with the latest Mytox contact information
Responsible for ensuring Mytox retains perfect customer ratings with respect to any Delivery categories, and Mytox communicates & resolves any rating issue concerns
Responsible for generation of month-end Mytox Customer Performance Ratings (Delivery), late / expedited shipment occurrences, and initiation of Corrective Actions as required related to the above QOS key operating measurement indicators
Ensures that Customer FG returnable shipping containers are returned to Mytox in a timely manner
Overall liaison between Customer Service Department & other Mytox Departments
Ensures on-call Customer Service support during non-normal business hours as required
Back up for all Customer Service positions
Maintains responsibility for departmental Continuous Improvement at all times, both in general and specifically related to individual duties
Grade 12 education or equivalent
Minimum 5 years supervisory experience in an automotive Tier-1 environment
Excellent English communication skills (both written and verbal)
Good general math skills
Strong leadership capabilities
Computer literacy in business applications
Familiarity with Tier 1 (Ford, GM, DCX minimum) and Tier 2 shipping procedures
Knowledge of Ford DDL, Daimler-Chrysler SMART/SPIN systems & related procedures
Develop customer relationships and sustain best in-class customer satisfaction
Knowledge of customs tariff, classification, certificate of origin, and C-TPAT
Familiarity with CMI/Trans4m software
Experience gained working inside Magna or dealing with Magna divisions
Knowledge of QS-9000, ISO-14001 and TS-16949 requirements

198

Customer Service Supervisor Resume Examples & Samples

Manage day to day activities within the EatonCare Service Center team of Order Entry Specialists and Account Coordinators
Develop effective relationship with EatonCare USA support teams
Drive productivity within the group by utilizing electronic tools to support efficient and profitable business growth
Attract, hire, develop, and retain top quality Order Entry Specialists and Account Coordinators, who excel at providing customer value through the execution of processes, commercial savvy, and effective relationship building with customers
Communicate with the customers as necessary
Lead process improvement efforts within the EatonCare Service Center team
Conduct performance reviews
Drive and identify positive customer service behaviors
Serve on appropriate teams and projects to enhance organizational performance

199

Customer Service Supervisor Resume Examples & Samples

Supervises approximately 20+ employees with varying tenure and skill
Hires, manages and develops new employees and proactively monitors individual and team performance by providing frequent, ongoing feedback and coaching
Implements strategies to improve operational performance including call management, call back rate, transfer rate, quality / WAPMO and United Experience Survey
Leads regular team meetings to communicate changes, relevant operational performance information and / or to build employee engagement
Utilizes Our United Culture concepts and tools and delivers on the commitments outlined in Our Leadership Profile 1.0 and Our Best Decisions 1.0
Demonstrates a positive leadership shadow by shaping positive behaviors in areas of influence, building integrity, influencing our values and creating a healthy, high performance environment
Monitors employee and team performance by reviewing operational metrics and listening to and observing call management techniques
Delivers and documents one-on-one coaching
Works with HRdirect on disciplinary actions or terminations and seeks manager approval on all terminations
Tracks and manages attendance and punctuality in a timely and accurate manner
Prepares and delivers thorough and meaningful performance discussions and documents with data and fact -based examples to reduce ambiguity of ongoing expectations
Creates purposeful and actionable development plans, reviews with employees and monitors to support their performance improvement expectations and development
Engages in regular, meaningful and candid development and career discussions with direct reports
Guides employees to leverage available training and development resources
Analyzes and understands Vital Signs survey results and communicates results to team members
Works to establish action plan to address opportunity areas and improve results
Supports overall organization in employee engagement programs and communications
Holds regular interactions in person or virtually with direct reports
Regularly leverages various communication channels, including one-on-ones and new hire class leadership interactions to foster two-way communication
Inspires employees to see the link between their position and personal performance to organizational strategy, company performance and the UHC brand
Impact is most often at the team level
5+ years of customer service experience in a call setting environment analyzing and solving customer problems
1+ years of experience as a supervisor in a professional work environment
1+ years of basic proficiency with Windows PC applications, which includes the ability to learn new and complex computer system applications
Experience with Microsoft Word (creating, editing, saving documents), Microsoft Excel (creating, formatting, formulating spreadsheets), Microsoft PowerPoint (creating, saving, editing presentations), and Microsoft Outlook (management of inbox and use of calendar, creating rules)
Flexibility to work any shift between 6:00 am and 10:00 pm Monday through Friday with weekends and holidays as needed
Experience as a SME, Trainer, OJT, or CRG Analyst in UnitedHealthcare Community and State
Ability to work collaboratively in a team environment

200

Customer Service Supervisor Resume Examples & Samples

Coordinates work activities to achieve the volume expected to meet operational requirements
Responsible for training and development of subordinate staff, estimating personnel needs, assigning work, meeting completion dates, interpreting and ensuring consistent application of organizational policies
Supervising, planning, and managing functions concerned to the department
Managing and directing the daily activities of Client Services agents
Carrying out supervision, call monitoring, coaching, training, disciplining, and reviewing all agents
Acting as an information source and answering agent questions, assigning tasks, following up and giving instructions as needed
Providing advice, coaching and guidance to team members on Client Services practices and procedures
Assuming responsibility as the point of escalation for complex customer and associate issues
Carrying out performance measurement and evaluation of all agents to improve the efficiency
Preparing and directing schedules, monitoring attendance of agents, scheduling breaks and shifts as necessary
Collaborating with peers to ensure successful department performance and department cohesiveness
Interviewing and providing feedback in hiring decisions
Acting as liaison with other bank departments with regard to operational and day-to-day issues
Communicating with other departments to keep current of issues that may affect the department
Attending management meetings

201

Customer Service Supervisor Resume Examples & Samples

Direct supervision of customer service associates, develop each associate's skills
Daily analysis of report data relative to business needs, and make timely decisions to meet customer deadlines
Determine root cause of field issues, and implement corrective actions to prevent recurring customer claims
Lead projects related to product launches, system enhancements, etc
Handle escalated issues as required
Back-up to other supervisors in Builder channel
Develop action plans for improving existing processes
Workload management through daily monitoring of orders and phone calls
Build and maintain relationships with sales team, manufacturing, logistics, customer master and customers
Secure information on new accounts, analyze and share with direct reports
Ensure team executes customer specific procedures, and maintains specifications
Ensure timely, accurate payments to Service Agents for services performed (Installation, Countertop, Other 3rd party items)
Understand the impact of decisions by focusing on the entire process from bid to payment collection
Resolution of issues regarding warehousing, delivery, product, plant/manufacturing
Manage relationships with Service Agents
Oversee management of 3rd party services. Focus on reducing troubleshooting through continuous improvement
Recognize and identify system faults and enhancement needs, working with IT department to resolve and improve
Conduct annual employee performance reviews, provide regular feedback and coaching; Implement corrective action when necessary
Ability to travel as business needs require; estimated travel currently anticipated for this position is approximately 10% for the purpose of customer visits, training field designers, sales meetings, etc
Consistently demonstrate MBCI's Six for Success: be trustworthy, commit to your team, listen to understand, serve your customer, prepare and plan, deliver the result
High School Diploma or GED equivalent is minimally required
Associate’s Degree in Business, Management, or a related field is highly preferred
Minimum 1 year of supervisory experience is preferred, preferably in a customer service environment

202

Customer Service Supervisor Resume Examples & Samples

Supervise Customer Service and Traffic teams as they receive, audit, and process emails, faxes and EDI's from customers regarding new orders, revisions and appointment scheduling
Promote training on processes, technologies, customers, and Americold company information
Recognize operational bottlenecks, escalate issues and provide potential solutions
Monitor employee productivity & customer interaction to observe, measure, document, & provide feedback on employee’s demeanor, technical accuracy, adherence to policies & standards
Check departments work accuracy for errors. Provides performance feedback and coaching
Determine work procedures, prepares work schedules, and expedites workflow
Responsible for developing, motivating and supervising a world-class customer service team. Utilize individual and team meetings to provide coaching, motivation, and recognition
Communicate and manage staffing adjustments according to need including coordinating the exchange or shifting of employees to other accounts
Responding and taking actions to all customer concerns and complaints
Executing all down time and emergency operating procedures and processes as appropriate
Practicing and ensuring compliance with that of all the organization’s policies and procedures
Communicating solutions, successes, and opportunities to the Manager of customer service
Must communicate and work well with Warehouse Supervisors and Operations Manager

203

Customer Service Supervisor Resume Examples & Samples

Supervises staff including prioritizing and assigning work, conducting performance reviews, and overseeing the development of staff
Investigates and responds to customer and CPUC complaints, and ensures water meter reads are accurate for the monthly water bills
Reviews and approves customer account adjustments as required
Interacts with the various city, county, or municipal water organizations
Prepares and transmits monthly accounts receivable billings
Ensures certified distribution operators or treatment operators are properly trained to make decisions that affect water quality and quantity using manual or supervisory control and data acquisition (SCADA)
Responds to all water quality and environmental inquiries and issues; participates in inspections; and interacts with applicable local, state, federal agencies
Performs Shift operator duties on a daily basis and acts as the Chief operator as needed
Available for on call duty as required on a periodic basis and assists with community service events
Bachelor’s degree and/or equivalent water utility experience
Three years of increasingly responsible experience working in customer service or in a call center
State Water Resources Control Board-Drinking Water–Operator Certification Programs Water Distribution Operator Grade II Certification must be obtained within one year of hire
State Water Resources Control Board-Drinking Water–Operator Certification Programs Water Treatment Operator Grade II Certification must be obtained within one year of hire
Must reside within 30 minutes of the district office

204

Customer Service Supervisor Resume Examples & Samples

Supervises and provides leadership and support to the call center staff, including monitoring, coaching, and evaluating work team to ensure quality and productivity standards are met and/or exceeded
Reviews and analyzes system operations in order to optimize effectiveness and efficiency of customer service center
Allocates resources between units to maximize efficiencies and meet customer needs
Determine and prioritize workload and be prepared to make proactive decisions to meet daily business demands
Generates reports to measure productivity and perform analysis to determine root cause
Assists with ad hoc reporting requests. Assists Management in developing and implementing incentive programs
Provides formal supervision to individual employees within single functional or operational area
Recommends staff recruitment, selection, promotion, advancement, corrective action and termination
Plans and monitors appropriate staffing levels and utilization of labor, including overtime
Prepares and delivers performance appraisal for staff
Mentors and coaches team members to further develop competencies
Leads by example and models behaviors that are consistent with the company's values
High School Diploma or GED equivalent required. Associate's degree (AA) or equivalent from two-year college or technical school preferred
Minimum of four years of related experience and/or training
Strong organizational and analytical skills
Ability to provide efficient, timely, reliable and courteous service to customers
Ability to effectively present information
Ability to respond effectively to sensitive issues
Requires advanced knowledge of financial terms and principles
Ability to calculate intermediate figures such as percentages, discounts, and commissions
Conducts advanced financial analysis
Ability to comprehend, analyze, and interpret complex documents
Ability to solve problems involving several options in situations
Requires advanced analytical and quantitative skills
Intermediate skills with Microsoft Office Suite products
Experience in decision making abilities with a sense of urgency
Decisions made with thorough understanding of procedures, company policies, and business practices to achieve general results and deadlines
Responsible for setting work unit and/or project deadlines
Errors in judgment may cause short-term impact to department

205

Customer Service Supervisor Resume Examples & Samples

Directly supervises 8 to 12 individuals (hourly: general Order Entry and process specialist)
Interpreting and enforcement of our ordering, shipping, pricing, freight / payment terms polices
Identifying and communicating order/ product lead-times
Ensuring customer (internal / external) inquiries are responded to within two hours
Addressing customer complaints and resolving problems
Keeping all employees informed of policy and practice changes
Maintenance of customer cross references, Customer Product files (CVR files)
Overseeing the creation and publishing of daily/weekly information to our Sales organization
Preparing or supervising the collection/preparation of KPIs, productivity reports, and some sales reports
Identifying, developing, and implementing productivity improvement opportunities
Establishing and maintaining a positive and productive relationships with other departments
Carrying out supervisory responsibilities in accordance with the organization’s policies
Overseeing all human resources requirements, including
Hiring and Training employees
Assisting in the training of our external Rep agencies
Planning and staffing
Apprising staff performance
Planning employee personal development
Coaching sessions as required
Managing conflicts and disciplining when necessary
Motivating and inspiring the team to optimize performance both individually and collectivity, to build morale and reduce turnover
Medium to high Excel and Word knowledge is a must
Some familiarity of
EDI order processing and customer cross reference files
Creation of Key Performance Indicators (KPIs)
Team building
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice

206

Customer Service Supervisor Resume Examples & Samples

Monitor staff attendance/schedule adherence and enter exceptions, as necessary, into the workforce management tool
Assist with or deliver training alerts/critical updates to keep team current on changes that may occur in information or procedures
Maintain department records related to CSR coaching and performance improvement
Weekend and night shifts available

207

Customer Service Supervisor Resume Examples & Samples

2+ years of experience in customer care, helpline or patient support role, in a supervisory capacity
6-8 years experience in the BPO/Call center or Shared Services environment, preferably with ANZ/APAC markets
MS Office Advanced Proficiency
While performing the duties of this job, the employee is regularly required to be independently mobile
Some out of hours work will be required

208

Customer Service Supervisor Resume Examples & Samples

Prior experience in leading/managing people along with the execution of processes, projects and tactics
Total work experience of 8-10 years
Communication: Communicates effectively, listens sensitively, adapts communication to audience and fosters effective communication with others
Conflict Management: Encourages creative tension and differences of opinions. Anticipates and takes steps to prevent counter-productive confrontations. Manages and resolves conflicts and disagreements in a constructive manner
Creativity and Innovation: Develops new insights into situations; questions conventional approaches; encourages new ideas and innovations; designs and implements new or cutting edge programs/processes
Decisiveness: Makes well-informed, effective, and timely decisions, even when data are limited or solutions produce unpleasant consequences; perceives the impact and implications of decisions
External Awareness: Understands and keeps up-to-date on local, national, and international policies and trends that affect the organization and shape stakeholders' views; is aware of the organization’s impact on the external environment
Flexibility: Modifies his or her approach to achieve a goal. Is open to change and new information; rapidly adapts to new information, changing conditions, or unexpected obstacles
Influencing: Ability to convince others to own expressed point of view, gain agreement and acceptance of plans, activities or products
Leadership: Acts as a role model. Anticipates and plans for change. Communicates a vision to a team. Provides others with a clear direction; Sets appropriate standards of behavior; Delegates work appropriately and fairly; motivates and empowers others; Provides staff with development opportunities and coaching; Recruits staff of a high caliber
Leveraging Diversity: Fosters an inclusive workplace where diversity and individual differences are valued and leveraged to achieve the vision and mission of the organization
Organizational Awareness: Demonstrates an understanding of underlying organizational issues
Resilience and Tenacity: Deals effectively with pressure; remains optimistic and persistent, even under adversity. Recovers quickly from setbacks. Stays with a problem/line of thinking until a solution is reached or no longer reasonably attainable
Risk-taking: Takes calculated risks, weighing up pros and cons appropriately
Customer Orientation: Sets the right priorities and takes the right actions to support and satisfy customer needs

209

Customer Service Supervisor Resume Examples & Samples

Set clear objectives for Customer Service Advisors and manage their quantitative and qualitative performance
Monitor real-time workload and queues/backlog across all channels; reallocate team as necessary
Act as point of escalation for team for customer complaint and IT related support resolution
Identify individual rep training needs, train/coach Customer Service Advisors and coordinate with Training team for continuous education
Manage team attendance and report any discrepancies to Work Force Manager
Lead daily Kaizen/continuous improvement efforts with team to ensure high level of service
Work closely with global CS Supervisors to ensure consistency of training and process
Experience in customer service managing a team, preferably in a fashion retail environment
Ability to lead and motivate a team
Self-motivated, confident and articulate
Passion for fashion and a good understanding of fashion brands
Positive approach to change and can-do attitude to drive business results

210

Customer Service Supervisor Resume Examples & Samples

2 years minimum of experience with claim/call center environment is required
Bachelors Degree in business/ health administration preferred
2 years leading claim/customer service team is preferred

211

Customer Service Supervisor Resume Examples & Samples

Handles escalations and provides assistance to customers and end-users as requested
Remains available, approachable and visible throughout the day to mentor, assist and coach the team as required
Utilizes key performance indicators to coach, develop and improve the performance of team members
Conducts regular meetings with staff to communicate team as well as Service Center related changes and updates
Provides staff members with performance goals and regular feedback in support of departmental goals
Coordinates training to support developmental needs identified through performance evaluation vehicles and assists in the development of training, educational and reference materials
Works collaboratively with peer managers and support personnel (WFM and QA) to ensure that department processes, procedures, practices, and performance measures and evaluations are consistently applied and managed across the entire Service Center
Coordinate and facilitate problem solving across functional departments in order to ensure customer issues are properly addressed while protecting the integrity of SUPERVALU and its programs

212

Customer Service Supervisor Resume Examples & Samples

Supervise activities of high volume call center
Directly responsible for supervision of employees, scheduling, corrective action and other related issues
Work closely with other division supervisors to ensure customer satisfaction, increased efficiency and business results
Assist staff with their needs, and resolve concerns and difficulties
Resolve customer service issues that have been escalated from CSR's
Lead and motivate team to meet company-wide service goals
Coach CSR's to provide excellent customer service to all customers
Work effectively with customers, peers, and management
Proven time management and problem solving skills
Strong motivational, coaching, and teaching skills
Ability to produce routine reports, and correspondence
Ability to effectively manage multiple tasks

213

Customer Service Supervisor Resume Examples & Samples

Supervise the Customer Service Representatives by ensuring the department meets or exceeds the monthly goals as established by the organization
Provide ongoing training and support to Customer Service Representatives. This involves side-by-side, remote monitoring sessions, report and statistical reviews. Supervisors are also required to break down and review recorded and evaluated Quality Assurance calls
Provide leadership and support Customer Service Representatives while responding to supervisor assistance and escalated calls
Follow up and resolve account issue’s that result from Supervisor calls or Service Requests
Other duties as directed
Post High School education preferred
5 years’ experience in customer service
3 years supervisory experience strongly preferred
Able to work at a fast pace and meet deadlines
General knowledge of mortgage industry helpful
General knowledge of the property and casualty insurance industry helpful
Previous computer experience and/or knowledge
Ability to lead, direct and motivate
Ability to adhere to the department’s schedule and attendance policy

214

Customer Service Supervisor Resume Examples & Samples

Follows prescribed safety rules and fosters an environment where employee safety is a top priority
Is an active member of the 80-20 team and employs the ITW tool-box to run and improve operations
Leads the diversity/inclusion effort where managers and supervisors build teams with diverse talents and backgrounds by creating an environment whereby all employees feel welcome
Develops on-going relationships with customers to make label ordering a seamless operation
Trains customer service representatives on the integrated computer system
Problem solves issues as necessary
Ensures compliance to work instructions and accounting/credit procedures. Implements changes where appropriate
Recommends policy changes to improve customer service, quality and/or reduce costs
Coordinates the communication with customers, customer service personnel and production
Ensures adherence to established price, terms and conditions, noting any deviations and notifies customers of any changes
Trains and manages performance process for all employees within the department
Determines work schedules and expedites workflow
Assists with sales presentations and customer visits
Reviews estimates and customer quotes
Maintains harmony among workers and resolves grievances
Maintains cleanliness of work area and equipment
Follows all department work instructions

215

Customer Service Supervisor Resume Examples & Samples

Determining best practices and implementing process improvements to exceed customer service standards
Coaching, counseling, and motivating your inbound servicing team
Improving quality results and first call resolution by collaborating with peers across sites
Maintaining knowledge of new or revised telecommunications systems
Providing effective intra-day management of your staff
Implementing policies and procedures
Providing expertise in handling sensitive/unusual customer service issues
Supporting scheduling of staff by holding your staff accountable for performance measurements
Recruiting future associates to build a strong customer focused team
Assisting with budget preparation and controlling operating expenses

216

Customer Service Supervisor Resume Examples & Samples

Assists new Customer Service Representatives in training and customer service education
Monitors and evaluates individual customer service representatives on a regular basis through side by side coaching and call monitoring
Assists with Quality Assurance reviews and develops individual plans for representatives to help improve their service skills
Meet with Customer Service Representatives individually on a regular basis to report progress and discuss development plan
Creates and maintains motivational contests aimed at energizing the group and stimulating focus
Creates and/or assists in developing and administering performance reviews (90 days, monthly, and annually)
Assists management with departmental reporting
Using established policies and procedures, promotes Fidelity products and services to both existing and prospective customers in a call center environment
Promotes the benefits of banking with Fidelity and using additional services of the bank
Creates a positive work environment that promotes an open door policy
Assist with Quality Assurance Reviews
Accept and effectively handle escalated calls
Host recurring staff meetings
Effectively communicate important information to the Customer Service Reps

217

Customer Service Supervisor Resume Examples & Samples

High School diploma or GED
4+ years of call center customer service experience
1+ years of experience as a supervisor or team lead
Ability to work Sunday 6:00 am - 3:30 pm with Monday through Thursday 8:00 am - 5:00 pm or Sunday through Thursday 3:00 pm - 12:00 am or Tuesday through Friday 8:00 am - 5:00 pm and Saturday 6:00 am - 3:30 pm (subject to change)
Call Center Supervisor experience
PBM, or medical professional experience
Must be able to adapt to change

218

Customer Service Supervisor Resume Examples & Samples

Effectively supervise all assigned personnel
Responsible for monitoring and assuring acceptable levels of performance, productivity and quality are met for all personnel
Provide career development opportunities to staff to maximize employee performance
Complete administrative tasks such as performance reviews, time and attendance, training requests, system access, move requests, disciplinary actions. Also, if offered, manage alternative work schedules or settings
Monitor and manage daily inventories to ensure adequate staffing and resources are available to ensure performance guarantees and established goals are met and maintained. Monitor calls for quality assurance
Research quality issues and responds to error assessments. Maintain department logs and documentation, analyze for trends in order to identify and initiate future pro-active measures
Subject matter expert for benefit plan and claims processing
Three (3) years of experience in leading or supervising employees in a highly regulated operations environment
Three (3) years of experience with complex service computer systems (ex. OSCAR, INSING) and inquiry/benefits and handling of phone, written or web inquires
Three (3) years of working experience and knowledge of procedures and terminology for all lines of business (ex. medical terminology, interpretation of pharmacy policies, dental terminology and policy, HARRIET, HCPCS codes, group benefits, complex pharmacy claim workflow (including claim adjudication of claim processing and/or rejections)
Knowledge of multiple processing systems and workflows
Knowledge of all company products
Knowledge all applicable regulatory agencies and policies, (examples include: Pennsylvania Insurance Department regulations, HIPAA, TEFRA, SOX and Act 83 and Highmark Operational and Corporate Policies)
Ability to communicate well in person, via phone and via e-mail (verbally and written)
Ability to communicate, interact, and work effectively and cooperatively with all levels of staff and management teams

219

Customer Service Supervisor Resume Examples & Samples

Provide strong leadership that guides the team to think both tactically and strategically in the delivery of support
Develop and maintain effective management of staffing, training, coaching, and performance standards
Ensuring targeted service and performance standards are achieved or exceeded
Bachelor’s degree or equivalent of experience
Minimum 1 years of Call Center/Contact Center/Technical Operations management experience
3 years professional experience working with Cloud products and the execution of global services for cloud products
Strong negotiation, interpersonal, written, oral communication and presentation skills required

220

Customer Service Supervisor Resume Examples & Samples

Distribute workload among staff
Monitors completion of assigned tasks
Conduct regular staff meetings
Attend area/regional staff meetings as needed
Ensure all positions are cross-trained for backup coverage
Address and resolve customer complaints and issues
Assist with credit releases and denial of service
Schedule staff for on-call coverage
Provide/receive updates to/from on call supervisor and keep staff informed
Maintain required employee attendance records and report payroll data
Conduct PMP's and establish development plans
Schedule training for staff
Review KPIs and take appropriate action
Audit for compliance to policies and procedures
Conduct audits for data integrity compliance; and
Conduct audits of medical records for compliance
Community college preferred
2 – 3 Supervisory Experience
First Class Customer Service skills
Strong interpersonal skills including conflict resolution
Strong leadership skills including coaching and mentoring
Empowers staff and delegates as appropriate
Proficient in CU & PC (Excel, Word, Lotus Notes); and
May require some occasional overnight travel

221

Customer Service Supervisor Resume Examples & Samples

Have previous leadership and employee development experience
Have excellent English skills
Have superior verbal and written communication skills
Have a Bachelors Degree or related experience
Have 6+ years equivalent work experience
Are proficient in MS Office (Word, Excel, Outlook, PowerPoint), call management tools
Understand the DHL / logistics industry business fundamentals

222

Customer Service Supervisor Resume Examples & Samples

Manage the flow of work orders to insure that all orders are processed quickly and accurately
Train new customer service reps, provide feedback, deliver corporate news, etc
Speak with customers throughout production to keep them informed of their job status
Work with large orders to insure that they are completed within the customers guidelines
Inform customer of unit prices, shipping date, and any anticipated delays
Manage the employees to insure coverage at all times
Follow-up on orders to ensure delivery by specified dates/times
Confers with production, sales, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments
Work with Sales reps to prepare competitive quotes for customers on equipment, supplies, and service
Strong competencies with Microsoft software, printing methods, materials, etc
Strong comprehension of small format and large format equipment
Ability to understand and accurately communicate quote information to the customer
Understanding of marketing and e-commerce business
Associate’s degree or equivalent from two-year college or technical school
3-5 years of related experience and/or training; or equivalent combination of education and experience
Equipment and supply knowledge a plus

223

Customer Service Supervisor Resume Examples & Samples

Organizes and revises workflow and workloads of employees, receiving support from assigned Team Leads as appropriate
Anticipates staffing and scheduling needs, overtime, vacations, etc. Makes approval decisions and documents various employee requests related to schedule changes, time off, etc
Monitors operational records, databases and documents to ensure efficient and quality service and productivity by using various systems
Appraises and documents employee’s performance. Provides recommendations to management
Assists the manager and staff in problem solving issues by offering solutions
May perform other related duties as assigned
High School diploma or equivalent required. Some College or Associates Degree in business, finance, or related field preferred
3-5 years of experience in a customer service-oriented role or industry
1-3 years of experience in a team lead or similar role
Complete knowledge of business unit’s policies, warranties, services and procedures
Understanding of roles and responsibilities of employees and operations of a call center
Basic knowledge of policies and procedures related to employees
Ability to maintain and compile data and statistics for records and reports
Ability to mentor and coach staff to positive results
1-2 years’ experience in training or coaching role preferred

224

Customer Service Supervisor Resume Examples & Samples

Bachelor's degree in related area preferred
Minimum of two (2) year's experience in supervisory experience in a fast-paced, performance-focused business environment required
Minimum of three (3) years' experience using KPIs and metrics to drive process improvements and enhancements strongly preferred
Pharmacy or healthcare experience strongly preferred
Intermediate computer skills and proficiency in MS Word, Outlook, and PowerPoint required; advanced proficiency in MS Excel required

225

Customer Service Supervisor Resume Examples & Samples

30% - Team Supervision. Hire, train and develop employees so they are able to achieve their maximum potential
30% - Order Management. Manage the orders entry process in a timely manner to ensure superior service to our customers
20% - Outbound Logistics. Ensure that customer orders are delivered as requested with the contracted carriers. Measure and report service levels as per Key Performance indicators
20% - Customer Relationship. Manage customer complaints process, build relationship with customers and provide inputs to the Demand Planning Process
College degree or 5 years equivalent experience
Excellent Leadership experience
Relationship building skills (with our internal and external clients)
Strong knowledge of Microsoft Office applications
Strong organizational skills and good attention to detail
ERP knowledge / experience
Experience in the agricultural industry
Experience in manufacturing sector

226

Customer Service Supervisor Resume Examples & Samples

Proactively resolve escalated customer issues
Perform additional functions that may be assigned at the discretion of management
Prior supervisory or leadership experience

227

Customer Service Supervisor Resume Examples & Samples

Monitor, train, coach, and mentor each direct report weekly to ensure conformance to standards and continuously improve associate performance
Celebrate success, encourage improvement, motivate and maintain employee’ morale
Manage by Walking Around: Being accessible and available to their team and others in the department, to guide and support them in their role of serving customers via our traditional email and inbound call channels, with a primary focus on social customer care
Identify areas of opportunity with proposed solutions
Handle escalated customer contacts as appropriate with composure and professionalism
Communicate regularly and effectively to both direct reports and those support social customer care outside of regular business hours. Ensuring awareness and understanding surrounding procedure, policy changes and system upgrades
Maintain composure during stressful situations with customers, business partners and team members
Document employee coaching sessions, positive contributions, areas of opportunity and situations that are disciplinary in nature
Evaluate the performance of each team member to support contributions towards the performance review process
Monitor work time, approve payroll, approve employee’ schedule deviations and the use of personal time, all consistent with contact center norms
Interpret, uphold and conform to department and corporate policies and procedures
Assist in interviewing applicants and recommend hires or transfers. Recommend promotions, demotions, and discipline
Use good judgment
Lead by example, with dignity and respect
Thorough knowledge of Residential, Business and Credit Customer Service policies and procedures
Strong communication and coaching skills to continuously improve associate performance
The ability to read and interpret performance report data (i.e., Sprinklr reports etc.)
The ability to plan, schedule, review and evaluate work of subordinates

228

Customer Service Supervisor Resume Examples & Samples

BA/BS in business preferred or 5+ years of customer service and/or sales support in lieu of degree. Prior supervisory experience highly desirable
Ability to prioritize and meet deadlines
Ability to translate business objectives into tactical actions and make sound business decisions under time pressure
Requires leadership, strong communication, problem solving and conflict resolution skills

229

Customer Service Supervisor Resume Examples & Samples

Proficiency with Windows PC applications, which includes the ability to learn new and complex computer system applications
General understanding of Microsoft Word (read / open / write and edit documents), Microsoft Excel (read / open / write and edit spreadsheets), and Microsoft PowerPoint (read / open / write and edit presentation slides) that typically comes from daily usage
Previous Healthcare experience

230

Customer Service Supervisor Resume Examples & Samples

Energizes and motivates team through positive reinforcement of department goals and objectives
Assist Manager in achieving overall objectives in creating superior performance for the business. Communicate successes, opportunities and solutions to the Manager
Maintains good relationships with other departments to enhance and increase overall functionality of the group
3 relevant experience
2 years ERP experience
Lean Certification, knowledge of HOS principles and Rapid Problem Solving Training preferred

231

Customer Service Supervisor Resume Examples & Samples

Supervises Customer Service Representatives performing customer service activities including responding to service inquiries, retaining existing accounts, and problem resolution including, but is not limited to, hiring, training, and coaching representatives. Additionally, takes corrective action to manage performance as appropriate and ensures accurate processing of employee payroll
Conducts side-by-side observations and quality assurance (call and case monitoring) reviews to ensure quality customer interactions and productivity procedures are followed
Coaches and develops team members in soft skills and account management skills including, but not limited to, probing, closing, supporting, mirroring, voice inflection, benefit/value statements, active listening, call control, case management and email etiquette techniques
Responds in a professional and courteous manner to escalated customer service concerns to reach an effective resolution. This may entail coordinating with and working through other departments, including sales, operations and accounting to resolve issues
Manages support functions for the team ensuring access to systems such as Salesforce.com, Cisco telephone system, and other systems required by the customer service department to achieve targets/goals
Monitors and assesses the department’s operational performance and trends to adjust activities as appropriate. Based on current and historical data ensures the most efficient use of labor while balancing quality levels of customer service
Analyzes and understands customer needs based on customer feedback, call monitoring and various information sources. Uses information received to make recommendations to support business goals
Provides back-up support to the customer service center to respond to calls during staffing shortages, high volume activity or as needed
Bachelor’s Degree in Business, Communications, Sales and Marketing
Previous experience within Republic Services
High school diploma or G.E.D certification
Minimum of 3 years of customer service experience
Minimum of 1 year of supervisory experience or experience in a lead role
Effective leadership skills with demonstrated excellence in motivating, developing and retaining frontline employees in a collaborative environment
Ability to analyze data available, with experience working with Microsoft Excel. Microsoft Access is a plus
Good organization and time management skills and the ability to set priorities and accomplish objectives to meet deadlines in a fast-paced, highly structured environment
Good written and oral communication with strong interpersonal and listening skills to effectively respond to and resolve internal and external customer service requests and issues
Successful sales experience and strong closing skills
Ability to foster a customer service and sales attitude with team members while maintaining a positive working relationship between employees and peers
The ability to model and promote ethical behavior
The ability to extrapolate from historical data and current events to anticipate business needs and plan accordingly

232

Customer Service Supervisor Resume Examples & Samples

Supervisor the Customer Sales & Service and Export Departments. Review work schedules to ensure adequate coverage during vacations, employee, absences, and busy/backlog times. Provide direction, assistance, and/or intervention to staff to resolve issues with customers on urgent matters. Coordinate and oversee training of staff. Function as key contact for problem resolution for both customers and inside sales team
Define and document direction for the activities of department personnel, reviewing work assignments and coordinating their activities to ensure maximum efficiency and productivity. Utilize continuous improvement tools such as value stream mapping to eliminate waste and improve efficiencies
Assure compliance to SOX and Corporate policies
Drive continuous improvement activities relating to customer service. Monitor and report on customer satisfaction. Act as primary investigator for CSI related to customer service. Maintain a database of issues and related causes. Recommend and implement improvement programs within the order entry teams
Operate as first level customer contact point for sales, technical support, and service-related calls. Handle basic sales inquiries and direct calls to next level only when greater technical expertise is required. Quote instrument and accessory prices, apprise customer of current offerings (special promotions, etc.) that could enhance the sale as it relates to them, and follow up on open quotes when appropriate
Respond to customer requests for product literature, order status information, and technical information and recommend appropriate instruments to meet application requirements. Review and recommend changes to sales literature and manuals
Review and sign customer requests for Brookfield compliance with their purchasing policies. Fill out incoming bid requests from U.S. and state governments, universities, and industrial customers
Provide administrative and order processing support to Process Sales and High-End Product Sales
Interact with various departments including Finance and Production Control on a first level basis to resolve sales-related problems and to respond to delivery issues. Respond to customer concerns and questions regarding defective equipment or incorrect items shipped and refer to appropriate personnel for resolution where necessary
Minimum five years’ experience in a customer service capacity, with three years in a supervisory role
Experience in developing and implementing programs and guidelines
Excellent computer skills
Strong business administration skills: well-organized, thorough, detail-oriented, and the ability to prioritize the workload with appropriate follow-up
Microsoft Office proficiency
CRM and ERP management experience
Product sales environment required
Prior experience working in a manufacturing environment preferred

233

Customer Service Supervisor Resume Examples & Samples

Strong interpersonal and verbal as well as written communication skills
Demonstrated facilitation experience: the supervisor will be leading team meetings, reporting out to business managers and directors
Ability to foster a sense of energy, ownership, and personal commitment to the work
Demonstrated ability to effectively train and convey concise instructions relative to new hire training, and/or ongoing training of existing Customer Service staff
Ability to successfully and confidently convey organizational time sensitive information exuding ownership to direct reports
Able to effectively manage remote employees
Ability to work a flexible schedule, and travel as needed to meet business goals and objectives
Associates Degree (2 years)
Bachelor degree (4 years) preferred
Minimum of three (3) years’ experience with Microsoft Office suites; especially Word, Excel and PowerPoint

234

Customer Service Supervisor Resume Examples & Samples

Provide for exceptional levels of customer service by anticipating critical schedule events, establishing effective follow-up, involving customer service staff in pre and post sale activities and developing effective professional communication practices with account representatives and customers
Establish procedures to ensure effective communications between Customer Service, Scheduling and other departments. Attend production meetings to address customer and scheduling issues and communicate needs to Customer Service & Scheduling Departments. Provide employees with the tools, materials, and knowledge to accomplish the given task
Select, train, evaluate and motive employees to attain higher productivity and quality standards
Conduct Performance Reviews and Counselings as necessary. Provide technical assistance and expertise in daily trouble-shooting
Maintain up-to-date procedures, documents, and training manuals to ensure accuracy and consistency of all functions.Monitor day-to-day scheduling of shift to ensure coverage during rush periods, vacations, absences, etc
B.A./B.S in Business, Marketing or equivalent work experience with 2-3 years college course work.3-5 years business experience involving leadership in manufacturing, customer service, marketing, and sales roles
One year of prior printing experience

235

Customer Service Supervisor Resume Examples & Samples

Undergraduate degree from a college or university or 4+ years of Warehouse Operations experience
1+ years of experience with export processes and policies
Bilingual (Spanish and English)
Previous experience with Antares and EWM
Previous experience with Microsoft Office Suite
Familiar with company policies and procedures with a strong department background (Inbound, Outbound, C&C)
Personal computer skills and familiarity with various software packages
Good human relations skills to develop a cooperative work relationship with others inside and outside the department
Knowledge of safety requirements and OSHA regulations

236

Customer Service Supervisor Resume Examples & Samples

Minimum 2 years' experience in a leadership or senior customer service role that involves independent decision-making
Must work well in high stress, fast-paced environment
Proficient in the use of MS Excel
Prior call center experience, preferred

237

Customer Service Supervisor Resume Examples & Samples

High School Diploma required / Bachelor's Degree preferred
Minimum of 2 – 4 years of customer service or in store sales experience preferred
1-3 years of supervisory experience preferred

238

Customer Service Supervisor Resume Examples & Samples

Manages the daily operations of assigned team of 17-20+ customer service advocates or claims processors effectively communicates organizational strategies to engage staff and drive desired behaviors
Utilizes effective coaching behaviors along with active management to positively reinforce employee engagement and drive for excellence in Key Performance Measurements
Partners with the QC team to ensure learning and quality improvement barriers are removed
Partners with short and long term capacity planners as well as the resource planning to deliver on operational and client expectations
Understands and utilizes all Management Operating System Reporting tools to effectively drive performance measurements
Focus on achieving key performance results and improving the overall customer experience by identifying process improvement opportunities and driving a culture of customer centricity
Communicate clear expectations for performance and attendance, and hold staff accountable for delivering on what’s expected through individualized and ongoing performance management within the team
Monitors individual, team to identify and act on both positive and negative trends to ensure attainment of financial and performance targets
Works to remove barriers for staff and functions as a change leader to staff and matrix partners with regard to efficiency and quality
Adapts communication style to effectively engage individuals/teams either face to face or virtually delivering communications positively and in support of organizational goals and objectives
Responsible for partnering with HR on staff initiatives including compensation planning, performance management, staffing and employee relations/issues, employee recruitment, training, team and employee development
Facilitates compliance with all corporate policies and completion of trainings
Supports diversity by building an inclusive environment and valuing different perspectives.Stays current with external changes in the health care delivery system and makes adjustments as needed
High School Diploma required, Bachelor's Degree preferred
Minimum of 2 years experience in a call center or operations leadership exp
Proficiency with computer applications and knowledge of pharmacy business preferred
Must be proficient with Microsoft office and the ability to present to senior level leadership and must possess good presentation skills

239

Customer Service Supervisor Resume Examples & Samples

Leading, motivating, and developing a customer care team to deliver exceptional service
Ensuring that resources are in place and trained so that customer issues are resolved quickly
Tracking and managing call volume for optimal efficiency
Maintaining the highest quality of service by monitoring employee-customer interactions and coaching the team on how to improve
Applying policies, procedures, and guidelines appropriately and setting the example for communication skills, work ethic, and judgment

240

Customer Service Supervisor Resume Examples & Samples

Organization – proactively prioritized needs and effectively manages resources
Leadership – guides individuals and groups toward desired outcomes, setting high performance standards and delivering leading quality services
Customer orientation – establishes and maintains long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations
Tactical execution – oversees the development, deployment and direction of complex programs and processes
Financial management – applies tools and processes to successfully manage to budget
Project management – assesses work activities and allocates resources appropriately
Minimum two years customer service or related experience required
Prior supervision preferred

241

Customer Service Supervisor Resume Examples & Samples

Take care of our customers by driving the division’s successful execution of our FOCUS statement
Lead and assist in achieving the company profit goals and common division operating goals
Maximize division profitability by successfully leading the overall division quality initiatives
Develop, implement, and continuously enhance a long-term vision for the department that incorporates the Commercial Excellence goals of the division
Assist the division in establishing a culture of superior service that enables the division to distinguish itself from its competition
Strategically organize departmental procedures and teammate responsibilities as well as mentor teammates in the day to day operations of the department
Develop and manage the annual department plans, including but not limited to, realistic staffing, expenditures and wage increases for teammates
Create and build value-producing relationships with Builders and Customers
Provide oversight and lead internal management of orders including order acceptance, commercial review, scheduling, and change order management
Work with peer supervisors to continually improve and elevate our individual, department, division, and group performance
With Builder Services Manager, evaluate, oversee and manage commercial risk, commercial litigation issues, building warranty programs, back-charge negotiations, field visits, and construction services
3 years of commercial experience with steel or construction
Willing and able to travel, often with short notice
Candidates must be legally authorized to work in the US (Nucor will not sponsor the need for a visa now or in the future)

242

Customer Service Supervisor Resume Examples & Samples

Provide for exceptional levels of customer service by anticipating critical schedule events, establishing effective follow-up, involving customer service staff in pre and post-sale activities and developing effective professional communication practices with account representatives and customers
Conduct Performance Reviews and Counseling’s as necessary. Provide technical assistance and expertise in daily trouble-shooting
Maintain up-to-date procedures, documents, and training manuals to ensure accuracy and consistency of all functions
Monitor day-to-day scheduling of shift to ensure coverage during rush periods, vacations, absences, etc
/B.S in Business, Marketing or equivalent work experience with 2-3 years college course work.3-5 years business experience involving leadership in manufacturing, customer service, marketing, and sales roles

243

Customer Service Supervisor Resume Examples & Samples

Provide exemplary service for student account questions and clearly communicate student account procedures and processes
Manage the workflow of the reception area and assist other employees with advanced customer service inquiries
Analyze accounts for accuracy and verify tuition liability, late schedule adjustment amounts, prepare itemized statements and calculate refund amounts
Receive and answers correspondence and route inquiries to the correct department
Attend new student orientations and develop effective policy communication strategies; and
Perform special projects as requested by supervisor
A.A./A.S. degree, or equivalent work experience in business, finance, or accounting
Experience in a customer service setting; and
Demonstrated organizational and attention to detail abilities, and possess excellent oral and written communication skills
Experience in a student accounts or accounts receivable office, or have an accounting background
Familiarity with Ellucian Banner and TouchNet, or similar systems; and
Supervisory experience; and
Intermediate Microsoft Office proficiency

244

Customer Service Supervisor Resume Examples & Samples

Manage the selection, hiring, training, development, performance assessments and disciplinary actions and coaching for staff
Provide direction regarding overall objectives and assignments to assigned team
Provide direction to staff for complex/sensitive member and provider inquiries, concerns, complaints, appeals, and grievances
Develop and manage relationships with direct reports
Monitor individual and team internal metrics
Support 7 day week call operations
Monitor performance guarantee results as required
Proactively orients all employees
Identifies customer needs and responds to inquiries with knowledgeable and timely responses
Ensures timely execution of compliance with Cigna standards for all customer types
Identifies staff education opportunities and provides proactive training on a continuous basis
Manages and promotes customer satisfaction
Proactively manages the service requirements of the enterprise
Identifies network gaps and recruits qualified employees in accordance with network needs
Leads and provides oversight to projects or process improvement initiatives
Creates strong working relationships with the internal departments involved in claim and call resolution, contract load, and claims audit activities, and monitoring these activities
Serves as CIGNA advocate in external community
Facilitate appropriate meeting participation and follow up activities
Facilitates education and discussion on products, quality initiatives, etc. as identified
4 years previous management experience required
Inventory management experience preferred
Claim or customer service experience a plus
Demonstrated excellent oral, written, interpersonal, analytical, and negotiation skills
Ability to use PC software and multiple systems
Strong understanding and experience using internet
Understanding of medical insurance products and associated customer issues

245

Customer Service Supervisor Resume Examples & Samples

Minimum of 3 years of healthcare, health plan or benefits experience required preferably in a call center environment
Minimum one year lead or supervisor experience preferred
Minimum 2 years of health benefits or health insurance appeals experience
Minimum 1 years of claims or claims processing experience
Intermediate knowledge of Word and Excel is required
Ability to search and identify resources through company Intranet and Internet
Group Health Plans (fully insured and self-insured)
Summary Plan Documents (SPDs) and Certificates of Coverage (COCs)
Government programs, resources and legislation and mandates including but not limited to Affordable Care Act, FMLA, Medicaid, CHIP
COBRA
Medicare A, B, MediGap, Supplement plans, Medicare Advantage, Medicare Part D plans
High deductible health plans including Health Reimbursement Accounts (HRAs) and Health Saving Accounts (HSAs)
Flex Spending Accounts (FSA) , including limited FSAs
Coordination of benefits and which plan is primary - simple and complex cases (commercial plans, Medicare plans)
Pharmacy benefits including injectable medications
Individual Health Plans and Exchanges' plans
Reviewing, interpreting, and researching Explanation of Benefits (EOB's) and denial letters
Understanding of health plan authorizations, including medical policy and claims payment guidelines to evaluate if appeals require clinical or administrative review
Knowledge of applicable law and resources regarding confidentiality of privileged patient information and appeals administration
Understanding of insurance carrier claims processing
Knowledge of procedure and diagnosis coding (ICD-9, HCPCS, and CPT-4)

246

Customer Service Supervisor Resume Examples & Samples

Supervise a small staff in multiple locations, responsible for order control, inventory management of cable shippers, and receivers, support customer inbound receiving tasks and administrative tasks; work closely with other Business Support Supervisors and team members located with US Land
Work with team to set goals, Evaluate and deliver performance reviews
Insure proper training of personnel, as well as assisting with writing work instructions following department policies and processes
Participate in continual process improvement activities
Insure process are being followed, insuring a high rate of inventory accuracy; timely submission of required paperwork for quick and accurate billing
Bachelor’s Degree or equivalent 5-7 years related experience with 5 years of demonstrated leadership
Knowledge in SAP Materials Management, Work Order, Order Administration processes
Ability to resolve most complex problems with minimal assistance
Active listening, critical thinking and time management skills
Working knowledge with Microsoft Share point Workspace
Experience with Manufacturing, assembly production shop floor
Preferred ISO certification experience and positive impact it has on an organization

247

Customer Service Supervisor Resume Examples & Samples

Provide leadership to customer service representatives and develop growth opportunities within the Call Center
Handle administrative functions related to Human Resources, e.g., scheduling, time-off reports, performance reviews and disciplinary actions
Respond to Subpoena Requests
Implement and monitor key controls and manage appropriate operational risks
Maintain the relationship, contracts, and credit reporting to all the credit bureaus
Regularly review department workflows, performance impacts and implementation of new processes and strategies affecting the Call Center
Maintain reporting log with all received complaints
Establish group policies and procedures, and recommend strategies and priorities for supporting SLA deliverables
Prepare or review various Call Center reports, forms, correspondence, e-mail messages, logs and budget
Ability to work hard and long when conducting research and awaiting results
Able to react to change productively and handle other essential tasks as assigned
Establish and maintain relationships with the company’s vendors
Other duties, responsibilities, and job functions as assigned
5 years of supervisory experience (preferably in a call center)
Strong leadership skill
Solid interpersonal and relationship building skills
Candidates must have knowledge of office methods and procedures
Candidates should have the ability to handle standard office equipment (e.g. personal computer, calculator, copier, facsimile machine, scanner, microfilm reader, etc.)

248

Customer Service Supervisor Resume Examples & Samples

Manages and coordinates technical workforce job completion
Oversee improvement in customer satisfaction and dispatch satisfaction
Maintain a professional demeanor and appearance
Ensure that dispatch personnel are effectively performing linked function between the operators and customers by monitoring the responses to customer service requests and by ensuring appropriate prioritization and dispatch of service requests to Senior Management
Communicate with Management as needed to maximize efficiencies and resolve issues
Monitor specific charts and daily graphs to ensure that all service calls are being managed and completed in a timely manner

249

Customer Service Supervisor Resume Examples & Samples

Effectively manage, plan, assign and coordinate all aspects of the customer service team
Order entry, return material authorization, contract administration, pricing, account management, customer portal management and SIOP
Ensure Standard Work and SOP’s are current and followed
Utilize analytical problem solving skills, such as Six Sigma, 8-D, and root cause analysis to drive change and continuous improvement throughout the organization
Drive customer service initiatives and Customer Centric activities to maximize the team’s customer satisfaction, reduce cycle time, reduce cost and increase quality through teaming
Analyze and provide intake/demand information to support SIOP/forecasting
Act as a customer focal point, responsible for the management of Key Customer relationships
Provide customers with product, delivery, pricing and program information. Review and interpret contracts, manage customer orders and websites / portals
Responsible for maintaining accurate customer information, pricing, and order terms and conditions
Provide quick and accurate information to customers in a positive, professional manner
Ensure completion of all customer requirements per contract/agreement
Responsible for analyzing and understanding trends and evaluating effects on the business
Seek opportunities for improvement and facilitate activities for increased overall customer satisfaction
Act as a site resource for contract review and compliance of site purchase orders and agreements
Bachelor’s Degree from an accredited institution required
Minimum 5 years of experience in a customer service role
Minimum 3 years supervisory experience managing people
No relocation benefit is being offered for this position. Only candidates that currently reside within a 50 mile radius of the Rumford, RI location will be considered
Master’s degree or MBA preferred
Manufacturing environment experience
Supervisory experience in a manufacturing environment
Strong leadership and coaching skills. The ability to build and sustain a high performance team and to successfully communicate and develop a sense of urgency and commitment to meet team goals
Knowledge of the Eaton Business System (EBS)
Understands the culture of the company as it relates to Continuous Improvement, Problem Solving, and the BOS Process
Judgment, logic, resourcefulness and creative abilities
Sound teaming skills
Business Acumen: ability to align tasks with the business/market environment and the strategy to meet division goals
Computer literate with competency in Microsoft Office software programs, MRP system, and customer web based portals

250

Customer Service Supervisor Resume Examples & Samples

Work with other functional areas within Performance Parts to drive World Class customer service results
Work with Equipment Branches, Service Branches, and Performance Parts sales team to increase revenue and exceed AOP
Provide 2 hour customer resolution on all issues
Approve price deviations
Validate return request
Approve credits to customers
Provide Oracle Aftermarket Order Entry guidance and training
Create Standard Operating Processes
Work with Performance Parts sales team to increase revenue
Manage amparts@hussmann.com mailbox
Assist in the development of EPC
Must be able to work in a fast paced environment managing multiple projects
Complete performance approvals for direct reports
Up to 20% travel
Bachelor’s degree in marketing, business, engineering or related field or equivalent
Minimum 5 + years of customer relations experience
Proficient in Oracle, Word, Excel, Outlook, Adobe Acrobat, Internet Explorer
Ability to develop and maintain an organized and repeatable sales and ordering process
Enthusiasm for customer service with a sense of urgency
Ability to think through processes or issues and be solution driven
Ability to prioritize and reprioritize quickly
Ability to thrive in a fast paced environment. Hussmann or refrigeration product experience or knowledge a plus

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Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

Customer Service Supervisor Resume Examples & Samples

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