Supervisor, Customer Care Resume
Phone: (cell)
(home)
Email:
OBJECTIVE
To secure a position within a company that can utilize my Customer Service
leadership skills and background.
EDUCATION
College of Notre Dame Baltimore, Maryland
Major in Finance (Degree not received)
September - June
SUMMARY OF COMPETENCIES / SKILLS
Microsoft Office
Highly self motivated, creative, flexible and accountable
Strong analytical, problem solving and organizational skills
Professional verbal and written communication skills
Communicates information effectively
Self-starter
Detail Oriented
Dependable
Solid organizational and Time Management skills
Adapt to change easily; flexible in negotiation
Excellent presentation skills
Verizon Wireless
Supervisor - Customer Care Dec - Present
· Lead and motivate a team of - Customer Service Specialists to achieve
productivity and customer satisfaction quality goals in a professional manner Monitored and scored representatives calls remotely via Witness
· Direct, coach, evaluate and provide immediate feedback to Call Center personnel
· Coordinated calibration and training sessions
· Personally handled complex customer problems via escalation queue
· Provided feedback to Marketing regarding issues and trends
· Provided timely feedback and guidance to assist representatives to attain
their performance goals including career progression within the organization
· Made decisions and recommendations that contribute to the overall success
or failure of projects and programs within Customer Care
· Supported and facilitated the development of direct reports' knowledge and skills
· Resolved cross functional customer issues related to fraud and collections
Coached team for results shown through months at percent and above
contract renewal expectations
Provided coaching and training through one on one meetings with team members
Held meetings with team to ensure compliance with company expectations
Conducted interviews with potential new employees and assessed if they met
company standards and requirements
Communicated ideas and recommendations to all levels of management
Effectively met deadlines in a highly demanding environment
Creatively developed incentives to help team meet goals.
Tracked and reported team and individual performance identifying performance
trends
MBNA America, NA Feb - July
Customer Service Analyst
·Assisted customers with billing and general inquiries on their credit card accounts
· Cross sell other banking products and services based on customer's stated need or use of credit account including balance transfers, travel insurance and increasing credit limits
· Reviewed individual transactions and referred to fraud as appropriate
First Mariner Bank March -Jan
Head Teller
Processed customer transactions efficiently and correctly
Identified customers' needs and referred the appropriate products and/or services to consumers and small business customers
Ensured Regulatory requirements such as Anti -Money Laundering and Bank Secrecy Act were adhered to
Crate & Barrel Feb - Feb
Floor Design Assistant
·Assisted team of designers with creating floor displays for house wares merchandise
·Trained new members of the team
· Ensured floor appearance always up to standard including dusting and cleaning of glass displays as appropriate
·Checked inventory and placed orders with stock personnel as needed
·Created substitute displays when merchandise were sold out or not readily available
· Maintain bridal registry
References available upon request.
