Customer Support Supervisor Resume Samples

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K Bins

Kane

Bins

8062 Aubree Row

New York

+1 (555) 763 5066

8062 Aubree Row

New York

Phone

p +1 (555) 763 5066

Experience Experience

Houston, TX

Customer Support Supervisor

Houston, TX

Homenick, Farrell and Bernhard

Houston, TX

Customer Support Supervisor

Providing regular and transparent feedback and reporting on CE Associate performance to the CE Management
Create and track performance, workload, and corrective action plans
Establish continuous improvement procedures to increase efficiency, improve the processes and policies
Perform analysis on service trends, service cost, benchmarks to identify areas to create new services or drive process improvements
Work closely with the Knowledge Management and Customer Systems teams to enhance our tools and systems for providing customer support
Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level
Provides statistical and performance feedback and coaching on a regular basis to each team member

Dallas, TX

Customer Support Supervisor m/f

Dallas, TX

Becker, Farrell and Gulgowski

Dallas, TX

Customer Support Supervisor m/f

Manage and develop customer relationship to proactively develop excellent levels of customer service
Demonstrated process orientation – understand how processes work, drive continuous process improvement and implementation
Responsible for team’s performance management assessment (HPD process)
Capture customer feedback to customer related improvement initiatives
Drive and manage KPI’s through existing ERP tools to support achievement of business goals and objectives
Demonstrated Leadership Impact – coaching, development, influencing
Responsible for the resolution of any issues within the team

present

Dallas, TX

SPL Customer Support Supervisor

Dallas, TX

Parisian-Collins

present

Dallas, TX

SPL Customer Support Supervisor

present

Manages the administration of customer surveys, service compliance, SOP and KPI reports to identify trends, process improvements, issues, and satisfaction levels
Manages business expansion, revenue retention and churn reduction
Performs data analysis for identifying trends and services gaps, provides feedback for enhance services excellence, customer satisfaction and business penetration
Knowledge of contracts/agreements, insurance, safety and security, service quality management, profit and lost, warehouse facility, and transportation management
Manage and develop Customer Support representatives, including hiring, professional development and proactive project work
Works on process improvement and other projects to improve productivity and customer service
Responsible for managing support team’s overall performance and professional development through regular performance feedback and coaching

Education Education

Bachelor’s Degree in Business

University of Kentucky

Bachelor’s Degree in Business

Skills Skills

Excellent attention to detail and quality
Assist with reporting and quality assurance programs that enable Management to measure and monitor Call Center productivity and effectiveness
Proficiency in basic mathematics
Ability to establish adequate personal relationships
Excellent communication skills
High personal productivity with demonstrated follow-up ability
High level of professionalism, maturity, energy and enthusiasm
Ability to successfully self-manage multiple projects and tasks simultaneously
Demonstrated high level of proficiency with Microsoft Office
Excellent leadership skills

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15 Customer Support Supervisor resume templates

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Customer Support Supervisor Chemistry Resume Examples & Samples

Provide direct support, normally by telephone and e-mail, to users of ALEKS, including instructors, teachers, administrators, students, as well as Sales and Marketing staff to partner companies
Supervise and oversee the work of front-line Customer Support Representatives, under the guidance of the Customer Support Manager, coordinating the efficient performance of routine tasks
Work directly by telephone, email and occasional travel, with the Customer Support staff of U.S. K-12 partner companies, monitor and manage their cooperation in support activities with ALEKS Corporation, providing customer support to the staff of partner companies, and assisting directly in the development and implementation of cooperative support mechanisms through original and critical thought and communication with the Customer Support Manager
Contact customers according to procedures and timetables set by the Customer Support Manager in order to work with them on issues regarding the use and effectiveness of ALEKS
Participate in trouble-shooting and testing of ALEKS, and contribute actively to its development and improvement
Observe and support department and company-wide standards for communication and record-keeping
Develop and maintain a high level of knowledge about all aspects of ALEKS
Cooperate flexibly with and support other departments in ALEKS Corporation
Perform other assignments or duties as required
Requires a Bachelor’s Degree or equivalent experience
Requires experience with the HigherEd Chemistry Instructor Module
Customer or technical support experience
Proficiency in basic mathematics

Customer Support Supervisor Resume Examples & Samples

Provide direct support, normally by telephone and e-mail, to users of ALEKS and CHBA, including instructors, teachers, administrators, students, as well as Sales and Marketing staff to partner departments
Work directly by telephone, email and occasional travel, with the Customer Support staff of other MHE Support teams, monitor and manage their cooperation in support activities with ALEKS Corporation, providing customer support to the staff of other departments, and assisting directly in the development and implementation of cooperative support mechanisms through original and critical thought and communication with the Customer Support Manager
Contact customer according to procedures and timetables set by the Customer Support Manager in order to work with them on issues regarding the use and effectiveness of ALEKS and CHBA
Assist in departmental activities, including research, documentation, and training
Participate in troubleshooting and testing of ALEKS and CHBA, and contribute actively to their development and improvement
Develop and maintain a high level of knowledge about all aspects of ALEKS and CHBA
Monitor and collect information on ALEKS and CHBA use
Cooperate flexibly with and support other departments in MHE
Requires a Bachelor’s Degree or equivalent work experience
Familiarity with personal computer operating systems and applications
Excellent communication and relationship management skills
High level of professionalism, maturity, energy and enthusiasm
Management experience or proven aptitude preferred
Knowledge of Spanish or other foreign language preferred
Technical and/or programming expertise preferred

Customer Support Supervisor Resume Examples & Samples

Build up and manage a customer support team to provide high quality customer support that we can be proud of
Responsible for incoming call for support through telephone and/or instant message system
Responsible for online support through knowledge center and user forum
Work with internal and external teams to set up detailed processes of customer support
Work with internal and external teams to set up comprehensive knowledge base and decision tree
Provide necessary training to staffs to improve their capability and skills
Monitor status, capability and capacity of the team
Record and analyze issues from end users, feedback to the product/service teams for continuous improvement

Customer Support Supervisor Resume Examples & Samples

Must have a Bachelor’s degree or equivalent combination of education, training, and experience
Must have at least 2 years of experience managing a project team or program
Must have at least 2 years of experience in a customer service operations environment
Must possess a solid understanding of information technology concepts for voice and data systems, ticket system for problem tracking and/or study in networking and/or computer information systems
Must possesses knowledge of HR hiring and payroll processes
Typically possesses 4 years of experience in project management
Typically possesses knowledge of USC Student Hiring processes
Typically possesses experience with change management and project management tools and techniques
Typically possesses 4 years of experience in a customer service support role
Typically possesses certification in ITIL service management processes
Must be able and willing to work evening or weekends hours to meet deadlines or solve problems
Demonstrated experience with incident management and front-line customer service
Accountable for ongoing student hiring life cycle in support of ITS Customer Service 24×7 operations
Ensures student staff complete timely and up-to-date training, and attain the skills
Bachelor’s degree in Computer Science or a related field
Knowledge of USC Student Hiring processes
4 years of directly relevant experience in project management
4 years of front-line customer service experience
Directly relevant supervisory-level experience

Customer Support Supervisor Resume Examples & Samples

LI-PU
Relevant Diploma or Degree in the field of Business support/Logistics/ Accounting
At least 3 year of experience in similar position preferably in customer support, with direct reports
At least 5 years’ Experience in Routing and Scheduling required
Experience in Customer Relation Management Systems (CRM System) preferred
Proficient in Microsoft Office and Outlook
Need to be able to have a conversation in English
Need to be able to read and write in English

Customer Support Supervisor Resume Examples & Samples

Responsible for managing support team’s overall performance and professional development through regular performance feedback and coaching
Prepare and direct schedules, monitor attendance of team, schedule breaks and shifts
Work with other Support leaders to diagnose and resolve recurring issues as reported by agents and customers
Develop and maintain an expertise with the public-facing site of HomeAway.com, VRBO.com and VacationRentals.com, as well as the back-end admin tools associated with each US brand, including SalesForce.com
Use service and site expertise to identify new ways to improve on CS processes and procedures, and work with groups across the organization to drive those projects to completion
Work closely with the Knowledge Management and Customer Systems teams to enhance our tools and systems for providing customer support
Act as primary resource for Leads for real-time questions for agent or customer issues regarding established procedures
Ensure that team members acquire the appropriate support and training to apply the best skills and knowledge on the job
Analyze barriers to quality and make recommendations
Assist with reporting and quality assurance programs that enable Management to measure and monitor Call Center productivity and effectiveness
2+ years of direct managerial/supervisory experience required, preferably in a contact center environment
Experience with CRM tools and business support software applications such as MS Office (Word, PowerPoint, Excel, Visio, etc.) required
Experience with WFM tools a plus
Must be detail-and service-oriented

Customer Support Supervisor Resume Examples & Samples

Develop and maintain service schedule; perform emergency service calls
Investigate and resolve technical questions and problems. Make follow up calls as necessary
Develop and sell “service” to meet revenue goals
Develop and implement customer training programs both in-house and field
Develop, implement, and maintain database for service visits and parts returned
Develop service policies and procedures
Provide additional coverage for incoming technical phone support hotline calls
Train new Field Service Technicians
Assist Engineering in software evaluation
Perform normal supervisory/managerial functions in accordance with established company policies and procedures. Directs, motivates, and develops subordinates to improve performance and capabilities
Excellent communications skills, both written and verbal; demonstrate leadership ability and should relate well to others
Conduct written performance evaluations of assigned employees using proper evaluation and documentation methods that result in goal setting for and with the assigned employee
Prepare for and attend regular company meetings and management meetings
Organizing and maintaining lab robot systems
Associates’ Degree in electronics, welding or mechanical engineering technology with an electronics background or equivalent experience
Minimum 4 years’ experience in robotic automation integration, systems build, field service or robotic arc welding
Excellent technical and troubleshooting skills under pressure
Computer literacy in MS Office applications
Good communication, leadership and organizational skills
Demonstrate a willingness to adapt to a leadership role with a philosophy consistent with management and project a positive attitude toward members and the position held
Must be able to work flexible hours as needed; travel may be unplanned and immediate
Previous experience with GMAW

SPL Customer Support Supervisor Resume Examples & Samples

Identifies, resolves, and escalates issues and internal and customer concerns to ensure service quality and customers’ needs are met
Manages the administration of customer surveys, service compliance, SOP and KPI reports to identify trends, process improvements, issues, and satisfaction levels
Manages business expansion, revenue retention and churn reduction
Performs data analysis for identifying trends and services gaps, provides feedback for enhance services excellence, customer satisfaction and business penetration
Bachelor Degree in Logistics & Supply Chain Management, Business Administration or equivalent is preferred
At least 2-3 years working experience in logistics operations and management. Understand service parts logistics or has relevant program management experience is preferred
Knowledge of contracts/agreements, insurance, safety and security, service quality management, profit and lost, warehouse facility, and transportation management
Demonstrated ability in organizing and prioritizing work responsibilities to meet deadlines/deliverables in a fast paced environment with minimal supervision with a high attention to detail
Good analytic, planning and strategic thinking capability and excellent problem solving skills

Customer Support Supervisor Resume Examples & Samples

Managing day to day operations including process escalations, quality checking, and staffing needs
Monitoring team member performance including skills, job knowledge and attendance. Conduct performance evaluations for each employee
Being responsible of communicating new information, new rules, and any updates to all Customer Experience Team members
Being available to assist team members with any customer issues
Guiding agents in exceeding customer expectations through excellent customer service
Providing regular and transparent feedback and reporting on CE Associate performance to the CE Management
Continuously improving the performance of the team
Supporting the CE Management in achieving business goals
Co-ordinate with TQA team to develop training plans for new agents and maintaining continuous training for existing agents
2 to 3 years supervisory / managerial experience in a call center environment in service industry (e.g. Telecommunication, banks, technology, airline, tourism, hospitality)
Experience in dealing with diciplinary issues and performance management
Good communication and leadership skills
Ability to work independently and proactively take on new responsibilities where most needed
Fluent in Thai and English both oral and written
Bachelor degree or equivalent

Customer Support Supervisor Resume Examples & Samples

Manages operations of the Customer Service department ensuring high accuracy in order fulfillment in a fast paced and time sensitive environment
Ensures that Customer Service remains compliant with SOPs and regulatory requirements
Creates, reviews, and verifies customer service documents and procedures (training documents, standard operating procedures, etc.)
Provides service to customer calls, including answering basic customer inquires such as products sold, pricing, and availability as well as directing the customer to the employee most appropriate to answer their inquiry, such as technical support for product performance questions
Order processing and verification; accepting and processing orders received via, email, phone, or fax in a timely manner; tracking the status of customer documentation, such as return of CLIA certifications, RUO forms, etc; monitoring the status of outbound shipments
Maintains knowledge of shipping carrier procedures and policies
Preparation of shipping documentation for international shipments and ensures that these shipments are shipped in accordance with controlled procedures and product requirements
Creates, reviews, and verifies and implements customer service documents (standard operating procedures, etc.)
Calculates and logs daily sales
Updates and maintains contact and lead database in Salesforce.com
Sends literature and promotional material to customers and distributors
Trains new customer service representatives
Updates and tracks metrics that evaluate customer service accuracy and timeliness in managing fulfillment of orders
Degree in Business Administration is strong preferred
Previous supervisory experience is required
Experience in a regulated industry (IVD) or equivalent combination of education and experience is required
Experience with day to day operations in Customer Service and Marketing is required, as well as day-to-day supervision of Customer Service Representatives. Experience with Logistics, Shipping, and Material Handling is beneficial

Customer Support Supervisor Resume Examples & Samples

Supervises the quality assurance process and related training of staff members to ensure quality customer service
Assigns work and addresses performance issues within prescribed guidelines
Provides guidance to staff in resolution of difficult questions to ensure accurate technical support information
Addresses customer dissatisfaction and analyzes causes to define corrective action strategy
Monitors the flow of work to ensure that customer service levels meet established service level agreements
Monitors call center operation through call center platform to ensure maximum functionality to adjust where necessary
Assist with testing and development of call center technology
Six or more years of customer service experience
One or more years of supervisory experience included
Experience working with company products and operating systems and customer service agreements
Good human relations skills to select, develop, mentor, discipline and reward employees
Good interpersonal skills for interacting with team members and clients
Good organization skills and time management skills to balance and prioritize work

Customer Support Supervisor Resume Examples & Samples

Provide daily direction and communication to their respective team to ensure customer issues are addressed in a timely, efficient and knowledgeable manner
Provide statistical and performance feedback and coaching on a regular basis to each team member
Write and administer performance reviews for skill improvement
Be available on/off business hours for employees that experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution
Ensure employees have appropriate training and other resources to perform their jobs
Respond to and resolve employee relations issues expressed by team members; create and maintain high quality work environment so team members are motivated to perform at their highest level
Address disciplinary and/or performance problems according to company policy
Manage support operations to include the development, analysis and implementation of staffing, training, scheduling, and reward/recognition programs
Work collaboratively with management team, ensuring customer issues are handled efficiently and effectively
Actively manage work procedures and processes that support company and departmental standards, procedures, and strategic directives
Manage client escalations by providing resolution or proper direction
Establish continuous improvement procedures to increase efficiency, improve the processes and policies
Enable a high performance culture and open mindset

Customer Support Supervisor Resume Examples & Samples

Manage day to day responsibilities of customer support team members
Maintains appropriate workforce staffing to ensure customer calls are handled during scheduled work hours
Maintains quality of service of customer interactions by quality monitoring
Ensure productivity of your assigned customer support agents
Ensures customer support agents are trained in appropriate functions and applications
Communicates daily changes and updates to team regarding products & services
Coach, develop and mentor customer support agents
Uses progressive discipline and documented coaching as needed

Customer Support Supervisor Resume Examples & Samples

Provides training to staff on soft-skills or process improvement as needed
Monitors and evaluates Team goals and ensures staff achieves goals
Provides supervision of the Customer Support Team, including staffing, scheduling, documentation, and employee relations
Ensures queue management and workload volume is being handled in a timely manner and customer (internal and external) service level agreements are met
Works on process improvement and other projects to improve productivity and customer service
Creates and maintains SOPs and work instructions for Team
SAP Super User as appointed
3 – 5 years of customer support experience
Previous customer support supervisory experience required
Previous experience in a fast-paced and constantly changing environment
Good presentation skills
Ability to keyboard 40 WPM while on the phone with customers
Enthusiasm and can do attitude
Call Center Experience preferred

Customer Support Supervisor / IT Helpdesk Resume Examples & Samples

Must have IT related Bachelor's Degree from an accredited institution
In addition to educational requirement, a minimum of four (4) years of related experience
ITIL Foundations V3 certification (or later)
CompTia A+ certification PLUS either Network + or Security+ certifications
Microsoft Certified Technology Specialist (MCTS) certification
5 years Supervisory experience, with 4 of the 5 years in an IT Helpdesk/Customer Service Center environment
Ability to develop and deliver presentations to IMD and other audiences for both large and small groups

Customer Support Supervisor Resume Examples & Samples

Manage San Francisco based customer service team of 10-15 agents
Monitor inbound customer contact volume and ensure we meet/exceed defined response times
Oversee online store orders and order exceptions, and special case handling
Participate in selection process of customer service agents as needed
Build staff schedule model based on contact arrival pattern
Delegate daily tasks amongst team and ensure team is achieving desired results
Provide daily coaching and development of team members
Approve staff timesheets and time off requests
Handle escalated cases from team members and executive staff
Develop process efficiencies where required
Drive initiatives to increase customer self-service and first contact resolution
Develop employee recognition programs and team morale building events
Execute assignments within specified deadlines
Measure and achieve target metrics
Passion for helping people find solutions
Interest in consumer electronics, health and wellness
Excellent communication and people skills
Excellent leadership skills
Thrive in a dynamic, fast-paced, team-based environment
Minimum of 3 years of management experience in a customer service role
Demonstrated high level of proficiency with Microsoft Office
Ability to successfully self-manage multiple projects and tasks simultaneously
Excellent attention to detail and quality
Minimum 3 years of experience handling chat, email and phone support
Experience with Desk.com and Salesforce.com CRM a plus
Experience with multi-language support a plus
Experience with startup companies a plus

Customer Support Supervisor ITC Resume Examples & Samples

Bachelor's degree in Business or related field preferred
Call Center Management experience preferred
Good business and analytical problem solving skills

Customer Support Supervisor ITC Resume Examples & Samples

High school diploma/GED; Bachelor's degree in Business or communications desired
Four or more years of customer service experience, preferably in Contact Center environment
Experience working with computer software, and telephone technology

Customer Support Supervisor Resume Examples & Samples

Monitors and evaluates team goals and ensures staff achieves goals
Provides feedback regarding sales opportunities and process improvements to leadership team
Serves as liaison with customer support, manufacturing, engineering, quality assurance, and shipping
Coordinates process improvement and other types of projects to improve productivity and customer service
Creates and maintains work instructions for team
Acts as SAP subject matter expert as assigned for team
Proven track record of successfully managing shifting deadlines and priorities in a fast paced environment
Excellent presentation and customer service skills
Previous customer support supervisory experience

Customer Support Supervisor Resume Examples & Samples

Excellent communication, presentation and relationship management skills with the demonstrated ability to influence team members, peers, clients and stakeholders
Proven ability to consistently deliver results at a high level
2-5 years experience in team management or acting in a leadership capacity
Ability to develop and motivate a team
Ability to communicate comfortably and effectively with senior and/or executive management
Proactive in establishing courses of action for self and others to ensure that work is completed efficiently and effectively
High customer orientation and focus

Customer Support Supervisor Resume Examples & Samples

Supervise, coach and keep local staff motivated to ensure day to day operations are running
Define work schedules to run day-to-day operations
Manage and resolve customer escalations
Develop and maintain SOPs, training, policies
Provide training (customers & employees)
Perform analysis on service trends, service cost, benchmarks to identify areas to create new services or drive process improvements
Support shows & events
2-3 years Manager or Supervisor experience
Minimum of 5 years in retail experience
Excellent customer skills
Experience in computer (PC/Mac) & software tools such as photo shop, lightroom or similar software tools used for postproduction work
Preferred job experience as full time photograher/videographer (self employed or with an organization)
Technical knowledge repair cameras & lenses
Customer skills
Experience in software tools such as photo shop, lightroom or similar software tools used for post-production work
Knowledge in Sony mirrorless cameras and lenses
Excellent verbal and writing communication skills
Ability to drive/travel domestically

Customer Support Supervisor Resume Examples & Samples

Provides operational strategy and leadership to the call center in support of the eMedNY contractual requirements and service level obligations
Responsible for call center technology and infrastructure frame work to include: call routing, PBX, IVR, workforce management, call recording, CRM and call monitoring functions. Works with vendors on software agreements interfacing with NIS, addressing technology issues with 3rd party vendors and NIS
Supports NCMMIS for overflow call handling and telephony routing changes between centers. Includes assistance with CMS and skills changes
Works with NIS staff on technology issues affecting the call center infrastructure including desktop software and hardware issues, telephony problems, network related issues
Manages, tests and coordinates off site disaster recovery for relocation to the RDC in the event of infrastructure/building related issues affecting inbound calls
Supports NYMMIS activities related to the call center in support of shared processing events, developing solutions for call routing and determining scope of services to support transition efforts
Works with DOH as the interface to NIS (technology group) to support system enhancements affecting browsers, business applications, network and desktop software
Manages and monitors all day-to-day call center operations affecting call volume activity, and service level performance adhering to the eMedNY contractual service level performance obligations for average speed to answer, abandon rate and customer response objectives
Ensures maximum productivity and utilization of staff by communication, recommending working directly with the call center leadership teams with a goal of meeting performance targets and maintaining appropriate staffing levels
Manages processes within the call center and makes changes to maximize the efficiency and effectiveness of call center associates’ efforts
Participates on bridge calls to resolve high impact issues affecting providers and state personnel. Monitors and reports into the bridge business impact, symptoms based on 24/7 coverage
Evaluates and communicates provider issues and trends to management and provides recommendations on staffing, and business process opportunities leveraging the telephony infrastructure to meet call demands
Providers real time monitoring of service level performance working directly with the supervisor staff to meet SLA objectives. Recommendations on staffing and agent skill adjustments
Providers agent and call center performance reports to identify trends and operational efficiencies with a focus on agent performance
Works with DOH on ad hoc and operational call center reports including NYMMIS transmittal requests for call center information
Provides call center agent reports that drive the call quality program objectives and agent score cards

Customer Support Supervisor Resume Examples & Samples

Assist customers over the phone and or internet to solve system/ compressor issues
Ability to identify system problems and to repair systems at the customer’s location
Prepares material and labor needs for on-site installations and repairs
Represents DTC through customer service contact
Collect project field information and complete installation database
Ability to respond to common inquiries or complaints from customers
Read and interpret product specifications, drawings and designs
Flexibility to work overtime and or weekends as necessary
Prior to technician is on board, complete inspection on returned defective compressor and part in service Centre. Issue internal inspection report and complete incident closure report
Responsible for collecting related information for root cause analysis, help facility improve quality
Responsible for understanding and complying with quality policy, procedures and instructions to ensure product quality, customer satisfaction, attainment of business goals and environmental well-being
Prepare and present a monthly activity report to the Customer Experience Leader
Arrange monthly visit to OEM facility. Or participate in conference calls with customers
Check the information OEM offered make a judgment whether the IR information are complete or not. Commute with OEM if needs more information
Issue RPA and hand over the faulty parts to DS logistic
Follow up the Investigation result from TLH and feedback to OEM in time
After sales table and folder updated weekly
Related training lessons to OEM and internal colleague
Translate the IR and related document to English version
Do the Replacement project if needed
Complete temp task designated by Line Manager

Customer Support Supervisor Resume Examples & Samples

Supervise the day to day operations of the Pharmacy Prior Approval team
Supervise customer support staff to ensure service level agreements are met
Schedules staff to adequately handle call volume at any point in time
Monitors progress of PA adjudications and call volume intake, make agents aware of inbound calls, calls waiting, abandonment rate etc
Performing under North Carolina's approved criteria that outlines policies and requirements this position determines prior approval for specific prior approvals
Answers incoming customer calls regarding prior approval request
Document calls received from providers and recipients associated history
Identifies need for additional information, contacts appropriate source to obtain needed information
Trains and coaches new hire and existing employees
Perform monitoring evaluations on team
Performs review of prior approval requests for pharmacy program, may assist in preparations medications and hearings
Pharmacy Technician experience required
North Carolina Certified Pharmacy Technician required
Preference for knowledge on MMIS Fiscal Agent Operations
Preference for knowledge on business processes of the NC DHHS and or NC health Choice

Customer Support Supervisor Resume Examples & Samples

Provides statistical and performance feedback and coaching on a regular basis to each team member
Collaborates with Manager to write and administer performance reviews for skill improvement
Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution
Ensures employees have appropriate training and other resources to perform their jobs
Responds to and resolves employee relations issues expressed by team members
Addresses disciplinary and/or performance problems according to company policy
Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required
Assists the manager with daily operation of the call center to include the development,analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs
Works as a member/leader of special or ongoing projects that are important to area/process improvement
Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively
Uses appropriate judgment in upward communication regarding department or employee concerns
5-7 years of related work experience
Bachelor’s degree required, or technical training preferred or equivalent combination of education and experience
Communication Proficiency
Customer/Client Focus
Leadership
Problem Solving/Analysis
Technical Capacity

Customer Support Supervisor Resume Examples & Samples

Responsible for managing a group of 8-10 Customer Support representatives
Managing service Level and driving Key performance indicators (KPIs)
Mentoring/Monitoring and providing feedback to the Customer Support representatives
Manage and develop Customer Support representatives, including hiring, professional development and proactive project work
Design, develop, and implement processes to support and enhance the Customer Support function
Develop and implement practices that measure the effectiveness and performance of the Customer Support representatives
Lead and/or being involved in Global Strategic Initiatives
Flexible to work in 24/7 support environment including weekends
Responsible for ensuring optimal scheduling, working closely with our global management team and WFM team
Responsible for reporting daily/weekly/monthly to the Customer Support Manager on team’s performance as required
Keep accurate records of customer discussions and/or correspondence
Investigate and address customer escalations related to direct handling of the Customer Support representatives

Customer Support Supervisor Resume Examples & Samples

POC for all issues at the FDIC’s Regional Offices
Competency Manager for all Regional Support Technicians
Manage the Closing Pool and shift staff around as necessary to ensure Bank Closing equipment is shipped out on time
Act as a Site Lead at the Dallas Regional Office [locally manage our Wintel and Telecom resources as needed] at the request of local FDIC management
Supervise Desktop Support team members to ensure adherence to FDIC contract and CSRA policies and procedures

Customer Support, Supervisor Resume Examples & Samples

Minimum of 6 years of customer service experience required
Schedules Customer Support Reps in order to guarantee 24/7 coverage of incoming calls
Answers incoming calls from customers in a timely manner, and creates work orders regarding the nature of the issue customer is experiencing, and determines correct support queue to submit the work order to
Monitors the call tracking system for application calls and returns calls in a timely manner
Answers incoming calls and transfers calls to the appropriate party

Customer Support Supervisor Resume Examples & Samples

Responsible for ensuring optimal scheduling, working closely with our global management team
University graduate / Diploma in Computer Science, Electronics, Math, or equivalent work experience
Should have a 7+ years of overall experience in the IT support industry
Should have served a minimum of 18 months in VMware
Should have 6+ months of experience in managing and leading support teams

Customer Support Supervisor m/f Resume Examples & Samples

Organise and co-ordinate the day-to-day business within the Lübeck and Munich CS teams, incl. resource planning
Team’s first point of contact when faced with general business or customer challenges
First escalation point for customer issues
Responsible for the resolution of any issues within the team
Drive and manage KPI’s through existing ERP tools to support achievement of business goals and objectives
Assess and control order backlog and billing due list and liaise with other departments (e.g. ISC, Finance, Sourcing, logistics)
Responsible for team’s performance management assessment (HPD process)
Responsible for training of new team members, including timing and co-ordination
General support of external sales organization in executing business related tasks
Ensuring business requirements are fed back into the Customer Service team and reflected accordingly in Customer Service processes
Continuously drive HOS (Honeywell Operating System) philosophy
Drive strong customer-orientation and pro-active behavior within the team
Conduct daily HOS Tier accountability meeting
Capture customer feedback to customer related improvement initiatives
Manage and develop customer relationship to proactively develop excellent levels of customer service
Operational activities – upon needs: prioritisation and processing of customer orders through ERP Systems, liaising with customers and ISC to ensure effective production scheduling and satisfaction of customer request dates
Commercial education (e.g. commercial apprenticeship) or technical education with commercial diploma
Min. 5 years’ experience in processing orders in an industrial and international environment
Preferably min. 5 years’ experience in leading a team
Demonstrated process orientation – understand how processes work, drive continuous process improvement and implementation
Demonstrated Leadership Impact – coaching, development, influencing
Very good knowledge of ERP’s (e.g SAP, Navision)
Good MS Excel skills and generally high level of MS Office (Word, Outlook, PowerPoint)
Good level of technical understanding
Ability to support, assist and train others
High level of written and spoken communication and influencing skills
Business fluent in written and spoken German and English (additional European language skills an advantage)

Customer Support Supervisor Resume Examples & Samples

Develop, train, and supervise customer specialist to achieve the highest sales, production, and quality goals
Create and track performance, workload, and corrective action plans
Work with individual agents using side-by-side monitoring and other methods to exceed customer and employee satisfaction and retention goals
Maintain and exceed client and customer needs
Act as a liaison between staff and other areas, including management
Maintain a consistent presence in the team area while supporting agents with escalated calls and/or issues
Assist in the creation and maintenance of an environment that promotes recognition and reward of excellent performance
Support the manager-Customer Support, as needed and provide call-handling support, whenever necessary
Develop recommendations for customer strategic retention programs
Manage customer feedback measurement and complaint escalation process
Assists the Company in any necessary duties to achieve Company goals
Conduct special projects as required and perform other related duties as assigned
Detail-oriented team player that works well in a fast-paced setting
Proficient in verbal, telephone, and written communication skills
Self-motivated with a good work ethic with proven time-management skills
Experience in customer service and interpersonal skills
Possesses ability to train agents in customer care and telephony usage skills
Basic problem solving and attention to detail skills including negotiation skills
Able to provide coverage in a team environment from 8 a.m. to 8 p.m. High School Diploma or related equivalent experience required