Angel Ward
Kewanee,IL
Summary
Accomplished Customer Service Supervisor at BOSS, adept in fostering team collaboration and enhancing customer satisfaction through effective problem resolution and active listening. Skilled in computer proficiency and critical thinking, I significantly improved service quality and efficiency, maintaining high customer loyalty and team morale without exceeding a 55-word limit.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Midwest Trailer Manufacturing
Kewanee, IL
11.2022 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Took on the role of accounts payable for 6 months.
Customer Service Supervisor
BOSS
Kewanee, IL
03.2021 - 11.2022
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
Quality Control Inspector
L.W. Schnider
Princeton, IL
07.2020 - 03.2021
- Communicated with production team members about quality issues.
- Inspected quality of products, taking note of functionality, appearance and other specifications.
- Inspected incoming and outgoing materials for accuracy and quality.
- Reported repeated issues to supervisors and other departments, collaborating to identify issue roots and rectify problems.
Assistant Manager
Casey's
Kewanee, IL
02.2017 - 11.2019
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
Education
High School -
Stark County High
Toulon, IL05.2003
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Money handling abilities
Timeline
Customer Service Representative
Midwest Trailer Manufacturing
11.2022 - Current
Customer Service Supervisor
BOSS
03.2021 - 11.2022
Quality Control Inspector
L.W. Schnider
07.2020 - 03.2021
Assistant Manager
Casey's
02.2017 - 11.2019
High School -
Stark County High