ALEC BUCHINSKI
Contact Center Supervisor
Marietta,GA
Summary
Experienced Customer Service Professional bringing 6 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
6
6
years of professional experience
Work History
Customer Service Supervisor
Fiserv
Marietta, GA
2022.10 - Current
- Supervise and Coached a team of 10-20 Reps via call monitoring and coaching session feedback.
- Interview prescreened candidates for open positions.
- Manage, processed and review payroll, timesheets and attendance of Call Center Agents.
- Develop and review departmental procedures.
- Review individual production, work quality, and performance manage, initiating corrective action as needed.
- Coach team members to deliver hospitable, professional service while adhering to set service models.
- Monitor metrics and developed actionable insights to improve efficiency and performance on Scorecard KPIs and meet Departmental SLAs.
Clover Subject Matter Expert (SME)
Fiserv
Marietta, Georgia
2022.07 - 2023.09
- Assist agents with understanding concepts and knowledge articles via chat
- De-escalate calls as a supervisor and document complaints
- Work with new-hire trainings to facilitate better knowledge of material.
Clover Advanced Support Tier 2
Fiserv
Marietta, Georgia
2022.02 - 2022.07
- Use complex backend software to fix user problems
- Act as a first contact for major partner accounts
- De-escalate calls as a supervisor and document complaints
- Work as an intermediary between users and engineers to resolve issues.
Clover Technical Support Pro
Fiserv
Marietta, Georgia
2021.07 - 2022.02
- Provide courteous and clear advice on how to resolve issues
- Log calls and accurately record information in Service360 and Zendesk
- Apply knowledge of procedures, devices and protocol to problem solve
- Maintain proper rapport over official lines
- Identify, investigate, and resolve user issues with hardware and software.
Pizza Delivery Specialist
Papa John’s Pizza
Sandy Springs, Georgia
2017.03 - 2021.07
- Communicate with customers to resolve problems with orders
- Give specific instructions to guide others through tasks
- Follow verbal or written instructions to geographical locations.
Education
Bachelor of Science - Data Science
University of Maryland - Baltimore
Baltimore, MD 2022.10 - Current
Bachelor of Science - Computer Science
Georgia State University
Atlanta, GA 2017.08 - 2021.10
High School Diploma -
Brookwood High School
Snellville, GA 2011.01 - 2015.03
Skills
Windows 7, Windows 8, Windows 10, GNU/LinuxWindows Desktop
Microsoft Office
CRM
Team Building
Schedule Management
Customer Relations
Staff Management
Salesforce
Fast Learner
Payroll and budgeting
Background in Information Technology
Timeline
Customer Service Supervisor
Fiserv
2022.10 - Current
Bachelor of Science - Data Science
University of Maryland - Baltimore
2022.10 - Current
Clover Subject Matter Expert (SME)
Fiserv
2022.07 - 2023.09
Clover Advanced Support Tier 2
Fiserv
2022.02 - 2022.07
Clover Technical Support Pro
Fiserv
2021.07 - 2022.02
Bachelor of Science - Computer Science
Georgia State University
2017.08 - 2021.10
Pizza Delivery Specialist
Papa John’s Pizza
2017.03 - 2021.07
High School Diploma -
Brookwood High School
2011.01 - 2015.03