Customer Service Supervisor

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


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


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


Vantage Wireless, Wellington, CT
1999 - 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

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

• 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


Manhattanville College
Departmental Honors


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

Colraine Satterly Securities, Harrison, NY
Marketing Assistant


• 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