Angela Burkham

Customer Service Supervisor

Graven, Austin and Drake

Colorado Springs

11.2021 - Current

Created training manuals to resolve simple and complex customer issues.
Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
Interpreted and explained work procedures and policies to brief staff.
Evaluated employee job performance and motivated staff to improve productivity.
Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
Supervised and trained customer service staff to ensure excellent customer service delivery.
Ensured all customer inquiries were handled in accordance with company standards and regulations.
Developed work schedules according to budgets and workloads, covering priority tasks.
Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
Managed team of customer service representatives to ensure high-quality support.
Resolved customer complaints or answered customers' questions.
Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
Monitored phone calls to provide feedback and coaching.
Answered phone calls and responded to questions and concerns.
Coordinated with other supervisors, combining group efforts to achieve goals.
Created reports on daily, weekly, monthly basis related to customer service activities.
Provided day-to-day leadership to cultivate environment that exemplified company values.
Guided employees in handling difficult or complex problems.