Summary
Overview
Work History
Education
Skills
Timeline
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Chanika Walters

Augusta,GA

Summary

Experienced Customer Service Supervisor bringing 10 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. Outgoing Customer Service Representative with experience overseeing multiple tasks and managing employees successfully. Hardworking professional committed to providing outstanding customer service and assistance. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

15
15
years of professional experience

Work History

Customer Service Supervisor

Teleperformance USA
11.2013 - Current
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.
  • Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
  • Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.

Customer Service Representative

Sitel
08.2011 - 11.2013
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Cashier Team Lead

Chuck E Cheese
09.2008 - 08.2011
  • Streamlined cashier operations for improved productivity and reduced wait times.
  • Mentored junior cashiers with comprehensive training and ongoing guidance, boosting team performance.
  • Managed cash registers, ensuring accurate accounting and reducing discrepancies in daily reports.
  • Promoted store loyalty programs to increase repeat business and bolster customer relations.
  • Resolved customer complaints professionally, maintaining a positive brand image and fostering customer retention.

Education

High School Diploma -

Academy Of Richmond County High School
Augusta, GA
05.2011

Skills

  • Time Management
  • Positive and Constructive Feedback
  • Workflow Management
  • Problem-Solving
  • Leading Team Meetings
  • Decision-Making
  • Team Building and Leadership
  • Performance Evaluations
  • Team Development
  • Handling Escalations
  • Records Management
  • Multitasking
  • Active Listening

Timeline

Customer Service Supervisor

Teleperformance USA
11.2013 - Current

Customer Service Representative

Sitel
08.2011 - 11.2013

Cashier Team Lead

Chuck E Cheese
09.2008 - 08.2011

High School Diploma -

Academy Of Richmond County High School

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Chanika Walters