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Customer Service Supervisor

Lee Robertson
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234

BUSINESS LEADERSHIP PROFILE

Focused, results-oriented professional with eight years experience in progressively responsible positions including management of 20 person team. Customer-service oriented with proven ability to provide team-spirited leadership for maximum productivity. Skilled at communicating effectively to attain company goals. Proficient at developing and implementing training programs with high degree of energy and enthusiasm.

Competencies include:
• Supervision, training and career coaching Multi-tasking/workload management
• Creation/delivery of reports and presentations Research and analysis
• Call center operations Financial services operations
• Issue resolution Negotiations

COMPUTER SKILLS

Microsoft Office, Word, Excel, PowerPoint, ACD Reporting, Netforce Workforce Management, Proprietary banking and call center software packages

WORK HISTORY

Vantage Wireless, Wellington, CT
1999 - Present

Present
Supervisor, Customer Service
• Directed team of up to 20 CSRs to exceed service expectations
• Initiated actions to insure optimal response times and service levels; handled escalated matters; approved credits
• Analyzed team and individual statistics; prepared reports; devised and implemented incentive programs to improve stats while maintaining QA
• Provided performance coaching and implemented strategies for career development
• Trained team and peer supervisors on new products and policies
• Provided solutions to software and routine hardware problems, as well as ongoing instruction
• SWAT team manager; Team Leader for Family Share Committee

1999
Senior Customer Relations Specialist
• Assisted team with escalated issues; employed solid negotiation skills to save accounts
• Developed Relations Retention training procedures
• Point-of-Contact for department manager; assisted with training and scheduling
• Served on Culture for Success team; developed PowerPoint presentation and facilitated team report to Regional Board of Directors and President of Northeast Region regarding Vantage's core value of integrity

Achievements:
• Exceeded account retention goals by 95%
• Received SuperStar Award; nominated for Manager's Choice Award
• Earned Northeast Area Customer Service Appreciation Award

Hogarth West Group/Opportunity Personnel, East Hartford, CT
1998 - 1999
Special Projects Consultant for Northeastern Bank & Trust
Developed procedures and training program for Deposit Services; trained new hires on deposit operations; assessed individual needs; worked with staff and management in implementation of procedures to achieve goal of creating sound departmental flow.

Axis Technologies Cellular, Wethersfield, CT
1997 - 1998

1997 - 1998
Technical Support Representative
Designed and implemented training programs for in-house and outside call centers; facilitated training groups up to 20; interviewed, trained and supervised technical support staff; assisted MIS with development of improvements to in-house computer programs.

1997 - 1997
Carrier Relations Analyst

Robert Jones Account Temporaries, Hartford, CT
1997 - 1997

Wintonbury Bank & Trust, Wintonbury, CT
1995 - 1997

1996 - 1997
ATM Services Representative
Resolved escalated customer ATM issues; monitored and trained bank branches on CTR and BSA compliance; investigated problems concerning fraud

1995 - 1996
Deposit Services Representative
Researched and resolved discrepancies; represented bank for legal items and acted as liaison with bank attorney; developed written procedure to facilitate training of new hire and temporary employees

Connecticut Real Estate Services, Hendron, CT
1995 - 1995
Personal Assistant to Centurion Level Producer and Vacation Substitute for Secretary
Utilized MLS database; assisted in marketing, research, communications; completed Real Estate Principles and Practices course

Ambrose Deche and Issacson, Inc., White Plains, NY
1994 - 1995
Assistant Sales Representative for Commercial Real Estate Company

Kirby & Borso, Hendron, CT
1992 - 1994
Real Estate Legal Secretary

EDUCATION

Manhattanville College
1995
Finance
Departmental Honors

INTERNSHIPS

Cummings Relocation Services, Norwalk, CT
Assistant in Real Estate Service

Colraine Satterly Securities, Harrison, NY
Marketing Assistant

CONTINUING EDUCATION

• Managing Multiple Priorities Civil Treatment for Managers
• Coaching for Success Results Based Leadership
• What Matters Most (Time Mgmt.) Project Management
• Responding to Conflict The First Step - Transitioning into Leadership
• Core Skills for Management New England Banking Institute courses

PRWRA Frost T. Krist - Datatype Inc. - Hebron, CT 06248 - http://www.datatypeinc.com - datatype3@aol.com - (860) 228-3542