Supervisor, Customer Care Resumes in US-Maryland: Mikole

Supervisor, Customer Care Resume

Contact Candidate

Name:

Mikole

Location:

US-Maryland

Experience:

Willing to Relocate:

Willing to Travel:

Most Recent Job Title:

Supervisor, Customer Care

Personal Website:

Objective:

To secure a position within a company that can utilize my Customer Service
leadership skills and background

Resume Text:

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ectively
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 2000- Present
· Lead and motivate a team of 11-15 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 3 months at 110 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 1998 - July 2000
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 1997-Jan 1998
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 1995 - Feb 1997
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.

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