Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Cory Pfeiffer

Wasilla,AK

Summary

Focused Customer Service Supervisor with over 20 years of success in leadership and staff supervision. Successful at promoting improvements in customer relations, administrative quality and project management. Top-notch professional at communicating with customers and employees to solve problems.

Overview

12
12
years of professional experience

Work History

Customer Service Supervisor

Olive - Repair Ventures LLC
Chicago, IL
11.2020 - Current
  • Supervised and trained customer service staff to ensure excellent customer service delivery.
  • Provided guidance and support to junior customer service representatives, including coaching and mentoring.
  • Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
  • Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
  • Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
  • Maintained accurate records of customer interactions for future reference.
  • Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
  • Created reports on daily, weekly, monthly basis related to customer service activities.
  • Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
  • Assisted in developing training materials for new hires as well as existing employees.
  • Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Answered phone calls and responded to questions and concerns.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
  • Assessed team member performances by delivering one-on-one coaching to promote better service.
  • Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
  • Monitored phone calls to provide feedback and coaching.
  • Monitored service desk ticket queues to facilitate timely response and resolution.
  • Delegated work to staff, setting priorities and goals.
  • Guided employees in handling difficult or complex problems.
  • Coordinated with other supervisors, combining group efforts to achieve goals.
  • Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
  • Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
  • Reviewed employees' work to check adherence to quality standards and proper procedures.
  • Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.

Owner - Matsu Maids

Self-employed
Palmer, AK
08.2012 - 04.2020
  • Managed daily operations of business, including hiring and training staff.
  • Developed strategic plans to increase profitability and efficiency.
  • Oversaw budgeting and financial management.
  • Maintained relationships with existing clients by providing superior customer service.
  • Implemented quality assurance processes to ensure product excellence.
  • Developed policies and procedures for the organization.
  • Provided direction and guidance to employees.
  • Conducted performance reviews for employees on a regular basis.
  • Oversaw staff hiring, initiating new training and scheduled processes to streamline operations.
  • Executed performance reviews to encourage improved productivity for team members.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.

Education

Some College (No Degree) - Psychology/Sociology

University of Alaska Anchorage
Anchorage, AK

Skills

  • Leading Team Meetings
  • One Call Resolution
  • Call Center Operations
  • Policy Enforcement
  • Team Building and Leadership
  • Complaint resolution
  • Problem-Solving
  • Positive and Constructive Feedback
  • Quality Assurance
  • Proficient in Salesforce, Microsoft Suite, Help Scout, Vonage
  • Customer Relations
  • Training and mentoring
  • Escalation management
  • Account Updates
  • Processing of payments and refunds

References

References available upon request.

Timeline

Customer Service Supervisor

Olive - Repair Ventures LLC
11.2020 - Current

Owner - Matsu Maids

Self-employed
08.2012 - 04.2020

Some College (No Degree) - Psychology/Sociology

University of Alaska Anchorage

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Cory Pfeiffer