Customer Service Supervisor Resume

CUSTOMER SERVICE LEADERSHIP

Dynamic, versatile, and resourceful professional with valuable customer support and problem resolution expertise. Solid reputation for ensuring a heightened level of customer satisfaction. Unique ability to quickly acquire product knowledge. Proactively contribute to the improvement of the working environment. Highly developed organizational skills; accustomed to maintaining high productivity level with heavy workloads.

Key proficiencies include:

* Product / Service Sales
* Team Supervision
* Issue Resolution
* Customer Service
* Marketing
* Cash Drawer Procedures
* Time Management
* Customer Flow
* Inventory Management

CUSTOMER SERVICE IMPROVEMENT

ABC, Inc., Albuquerque, NM, 20xx – 20xx

Customer Service Supervisor: Directed and motivated 12 agents in daily flight activity. Ensured optimum staff performance and customer service levels. Developed and implemented highly effective training programs. Continually reengineered procedures to maximize productivity.

* Earned Certificates of Commendation for demonstrating solutions-oriented involvement in numerous cargo projects, consistently improving customer service, and providing humanitarian efforts and organization for hurricane relief.

* Won the highest award available in the Air Cargo Division, the Cargo Appreciation and Recognition for Excellence (CAARE) Award, for aiding in the implementation of a computer program designated to expedite U.S. Custom’s clearance and improve customer service.

* Represented Northwest Airlines in Asia; met with the company’s top accounts and local employees to improve communication and awareness of critical procedures.

* Elected to the Northwest Airlines Internal Communications Advisory Board.

* Successfully completed Quality Improvement Process education.

BCD Services, Albuquerque, NM, 20xx – 20xx

Customer Service Supervisor: Led a team of 12 – 16 customer service representatives in all aspects of daily operations, including reporting metrics, resolving problems, monitoring call quality, and training staff. Managed employee attendance, scheduling, coaching, corrective counseling, and performance reviews.

* Reduced staffing across the company without affecting productivity.

* Effectively oversaw move to new location and set up new phone system with minimal downtime.

* Boosted employee morale through active participation in the employee recognition committee; organized company-wide events.

CDE Enterprises, Albuquerque, NM, 20xx – 20xx

Customer Service Lead: Managed the new deal inquiry process; established job assignments for customer service. Implemented standard practices and trained customer service staff. Provided ongoing leadership and professional guidance to a team of 17 customer service representatives across two shifts. Monitored work flow and resolved customer issues as part of meeting business deadlines.

* Recommended the implementation of barcodes on pages and time stamps on work in process spreadsheets to facilitate work flow improvements and reductions in the production process.

EDUCATION:

Bachelor of Science in Psychology
University of XYZ, Albuquerque, NM, 20XX

SKILLS:

Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint, Access), SAP

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