Chrystina Ward
Jacksonville
Summary
Dynamic Customer Service Supervisor with proven skills in team leadership, employee training, and performance evaluation. Committed to driving customer satisfaction and fostering a collaborative work environment.
Overview
4
4
years of professional experience
Work History
Customer Service Supervisor
Maximus Federal Services
Jacksonville
12.2022 - Current
- Supervised daily operations of customer service team and workflow processes.
- Trained new staff on customer service protocols and systems.
- Resolved escalated customer inquiries with effective communication techniques.
- Monitored team performance and provided constructive feedback regularly.
- Conducted regular team meetings to discuss updates and best practices.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Evaluated employee job performance and motivated staff to improve productivity.
- Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
Team Leader
Maximus Federal Services
Jacksonville
12.2021 - 12.2022
- Led team in daily operational tasks and workflow management.
- Coordinated training sessions to enhance employee skills and knowledge.
- Monitored project progress and ensured adherence to guidelines and standards.
- Maintained a positive work environment that promoted collaboration between team members.
- Delegated daily tasks to team members to optimize group productivity.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Participated in regular meetings with senior leadership to provide updates on team progress.
Customer Service Representative
Maximus Federal Services
Jacksonville
09.2021 - 12.2021
- Assisted customers with inquiries and provided clear information on services.
- Resolved customer complaints efficiently while maintaining a professional demeanor.
- Documented customer interactions accurately in the CRM system for future reference.
- Handled high call volumes while ensuring quality service and attentive listening.
- Processed customer orders and facilitated timely resolutions for any issues encountered.
- Provided feedback to management regarding recurring issues for process improvement initiatives.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Skills
- Employee training
- Staff motivation techniques
- Delegating work
- Verbal and written communication
- Call center operations
- Adaptability and flexibility
- Performance evaluation
- Decision-making
- Team building
- Time tracking
- Multitasking and organization
- Training development
- Handling escalations
- Time management
- Team building and leadership
- Call center management
- Team productivity
- Continuous improvement
- Call monitoring
- Policy enforcement
- Inter-department collaboration
- Team coaching
- Problem-solving
- Empathy and patience
- Leading team meetings
- Training and mentoring
- Team leadership
- Escalation management
- Communication strategies
- Performance monitoring
- Process improvement
Timeline
Customer Service Supervisor
Maximus Federal Services
12.2022 - Current
Team Leader
Maximus Federal Services
12.2021 - 12.2022
Customer Service Representative
Maximus Federal Services
09.2021 - 12.2021