Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Timeline
Generic

Asia King

Park Forest,IL

Summary

Results-driven Customer Service Supervisor with over 4 years of experience leading high-performing teams. Skilled in coaching staff, improving service delivery, and resolving complex customer issues. Proven track record of enhancing customer satisfaction, implementing process improvements, and exceeding performance goals. Eager to bring strong leadership and operational expertise to a customer-centric organization.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Customer Service Supervisor

Opploans
08.2021 - 05.2025
  • Supervise a team on average 20 customer service representatives, ensuring performance targets are consistently met or exceeded.
  • Monitor daily operations, manage team schedules, and oversee call and chat quality to maintain service standards.
  • Conduct regular one-on-one coaching sessions and performance reviews to support staff development and engagement.
  • Analyze customer feedback and KPIs to identify areas for improvement, resulting in a 75% increase in customer satisfaction.
  • Implemented a new disconnect protocol, survey feedback 60%.

Customer Service Team Lead

Opploans
03.2021 - 08.2021
  • Acted as team lead, assisting supervisors with training, mentoring new hires, and resolving escalated customer concerns.
  • Maintained a personal customer satisfaction score of 95% and contributed to team success with consistent top-tier performance.
  • Assisted in developing knowledge base content and internal process documentation.

Bank call Analyst

Opploans
08.2020 - 03.2021
  • Handle 60+ inbound calls per day assisting customer with 3 party verifications calls with their banking institution to verify account information.
  • Monitor call quality and provide feedback to team members to improve service delivery and compliance with internal standards.
  • Use CRM and banking systems to document customer interactions, ensure applicant has been throughly verified before submitting to underwriting.
  • Achieved a monthly metric score of 95%+ and contributed to a team-wide improvement in first call resolution by 18%.
  • Awarded “Customer Champion” for consistently exceeding call quality and resolution targets.

Education

High School Diploma - undefined

Hillcrest High School
Country Club Hills, IL
01.2018

Skills

  • Team Leadership & Development
  • Performance Management
  • Conflict Resolution & Escalation Handling
  • Customer Satisfaction & Retention
  • Coaching & Mentoring
  • CRM Software (eg, Salesforce, Tableau, SAGE, Five9, NICE)
  • Quality Assurance & Process Improvement
  • Call Center Operations
  • Data Analysis & Reporting
  • Regulatory Compliance (KYC, AML, FDIC)
  • First-Call Resolution Strategies
  • Communication & Call Documentation
  • Team Collaboration & Training Support

Certification

Syntrio Bystander Intervention and Awareness for Chicago - 23-24

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Customer Service Supervisor

Opploans
08.2021 - 05.2025

Customer Service Team Lead

Opploans
03.2021 - 08.2021

Bank call Analyst

Opploans
08.2020 - 03.2021

High School Diploma - undefined

Hillcrest High School

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