Courtany Ruth

Houston

Summary

Dynamic Customer Service Supervisor known for enhancing customer experience and streamlining workflows. Proven track record in training, coaching, and achieving over 95% positive resolution rates, driving both team performance and operational efficiency.

Overview

years of professional experience

Work History

Customer Service Supervisor

Amazon

01.2021 - Current

Lead and coach remote team to exceed KPIs and improve CSAT & first-contact resolution.
Manage escalations, ensuring 95%+ positive resolution rate.
Streamlined workflows to reduce wait times and boost efficiency.

Customer Service Specialist

Alorica

01.2016 - 01.2021

Resolved billing, technical, and service issues achieving over 90% first-call resolution.
Exceeded average handling time and quality metrics consistently through efficient task management.
Provided constructive feedback to improve training methodologies and customer engagement strategies.

Customer Support Specialist

Health PlanOne

01.2011 - 01.2016

Delivered prompt support via phone and email channels to enhance customer satisfaction.
Resolved customer inquiries efficiently using CRM software.
Conducted quality assurance reviews to ensure ticket accuracy and improve service quality.

Retention Specialist

UnitedHealth Group

01.2009 - 01.2011

Executed retention strategies, achieving significant reduction in churn rates.
Cultivated strong customer relationships through proactive support initiatives.
Analyzed customer feedback to uncover retention trends and improvement opportunities.
Developed engagement strategies aligned with diverse member preferences and needs.

Education

High School Diploma -

St. Pius X High School

Houston, TX

01.2009

Skills

Customer experience management
Team leadership
Escalation resolution
CRM expertise (Salesforce)
Workforce scheduling
Training and coaching

Performance metrics analysis
Technical troubleshooting
Data entry and management
Windows OS proficiency
VPN systems administration

Timeline