Highly diligent professional with 5+ years of experience recruiting, training, supervising, and motivating customer service staff. Proven record optimizing team performance to build customer loyalty and retention. Excellent communicator and an expert at identifying and resolving customer issues over the phone and email. Excited to leverage my interpersonal skills to provide personalized customer service and improving overall team KPIs.
RELEVANT SKILLS
- Customer service management
- Team supervision & training
- Customer complaint resolution
- Performance evaluation
- Cross-functional collaboration
- Quality assurance
- Relationship Building
- Internal/external communication
- Microsoft Office Suite
- Slack
- Freshdesk
PROFESSIONAL EXPERIENCE
Triangle Music Group, New York, NY
Customer Service Supervisor
Sep 2019 – present
- Led key customer support initiatives, maintaining 3 year average of 95%+ “extremely positive” customer feedback and record-breaking customer retention rates
- Analyze data to determine team performance and guide quarterly team objectives
- Organize bi-weekly meetings with program managers to discuss and identify ideas for driving significant improvement in operations
- Supervise 50+ employees by training and mentoring new hires every 3 months
- Handle highly escalated customers via polite communication and issue-resolution skills
States Logistics Services, New York, NY
Junior Customer Service Supervisor
Jun 2017 – Aug 2019
- Decreased call transfer rate from 45% to 15% by mentoring team members and developing product knowledge
- Engaged with customers to ensure delivery of satisfactory services
- Increased customer satisfaction rating by 85% by implementing new procedures that reduced wait times and provided more attentive service
- Monitored and adjusted KPIs to improve team efficiency and quality of service
- Achieved lowest average call-handling time for team in 2018 and 2019
EDUCATION
New York University, New York, NY
Bachelors in Business Administration, Honors: cum laude (GPA: 3.6/4.0)
May 2017