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Conduent - Customer Service Supervisor Resume Example

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XXXX XXX XXXXX, Houston, Te 77213
XXXX XXX XXXXX, 77213, Houston Te
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Professional Summary

Dedicated Customer Service Supervisor with 8 years of experience combining management and customer service expertise in Annual Enrollment/Defined Benefit and pensions and telecommunications call centers. Looking for a position as Customer Service Supervisor in a fast growth company.

Goal-oriented and dedicated to high levels of customer satisfaction and meeting aggressive goals. Reliable and knowledge retention with specialized knowledge in account services billing and technical support.

Skills
  • Understanding of the metrics (KPIs). 
  • Setting goals for performance and deadlines in ways that comply with company's plans and vision.
  • Solid leadership skills, initiative and detail oriented and organized
  • Confidence in and passion for the company
  • Outgoing and engaging personality
  • Able to handle complaints in a productive and positive manner
  • Able to delegate intelligently and assign duties to team members
  • Customer service (call center phone skills), Customer focus 
  • Excellent written and verbal communication skills.product and job knowledge, objective, dependable and able to multi-task
  • Proficient in Microsoft Office including Excel and PowerPoint.
Experience
Customer Service Supervisor Feb 2015Current Conduent Houston, Texas
  • Manage teams of 10 plus agents ensuring individuals are performing toward set metrics through coaching, call monitoring and daily performance
  • Monitor, prepare and submit detailed summary reports of individual and team performance on monthly metrics (KPI's)
  •  Evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
  • Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
  • Oversee day to day operations, set team goals (monthly and SMART goals)
  • Preparing reports and analyzing data to assist management as they determine call center goals.
  • Working with other supervisors and management team members to support agents and maximize customer satisfaction.
  • Recognized high performance and rewarded accomplishments. Motivate team members
  • Organized team building activities
  • Listen to feedback and resolve any issues or conflict
  • Assisted in hiring and training and preparing employees to respond to customer questions regarding billing issues, complaints, problems with services and products.
  • Resolve customer complaints..
Customer Service Representative Jun 2013Feb 2015 Conduent Houston, Texas
    • Answer calls and respond to emails; handle customer inquiries both over the phone and by email
    • Provided information about products and services
    • Developed and maintained a knowledge base of the evolving products and services
    • Provide customer service, such as: limited instructions on proceeding with payments, troubleshooting, billing inquiries, account retention, payment arrangements and assisted with self service options
    • Up-selling customer products (video, data and telephone for cox communications)
    • Up-selling cellphone devices and insurance (sprint) 
    • Research required information using available resources
    • Manage and resolve customer complaints
    • Provide customers with product and service information
    • Document and update customer records based on interactions

        process orders, forms and applications

    • Identify and escalate priority issues 
    • Route calls to appropriate resource
    • Served as subject matter expert
    Customer Service Representative Sep 2011Mar 2013 Randstand Houston, Texas

    Call center environment taking inbound calls for multiple clients assisting the employees defined benefit needs

    Worked on lump sum teams and ongoing teams assisting employees with questions on pension and commencement questions, payment timing, set up direct deposit, review account information and made necessary changes to update account information. 

    Assisting employees with health and welfare benefits. Areas assisted: Annual Enrollment, Retirement, FMLA, Rehires, and Termination

    Education
    Bachelor of Science : Engineering Technology May 2007 Paul Quinn College Dallas, TX
    • GPA 3.5.
    • Minor in Mathematics
      • Member Omega Gemz Organization
      • President, Black Engineers of America
      • Student Scholar Athlete (4 year volleyball member and captain, 4 year basketball member and captain)
      • Secretary, Student Government
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      Resume Details

      This is a real resume for a Customer Service Supervisor in Houston, TE with experience working for such companies as Conduent, Randstand. This is one of the hundreds of Customer Service Supervisor resumes available on our site for free. Use these resumes as templates to get help creating the best Customer Service Supervisor resume.

      Previous Companies:

      • Conduent
      • Randstand

      Previous Job Positions:

      • Customer Service Supervisor
      • Customer Service Representative

      Schools:

      • Paul Quinn College

      Level of Education:

      • Bachelor of Science

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