DINA ASEMOTA
Garland,TX
Summary
Experienced Customer Service Supervisor bringing 3+ 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.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Support Supervisor
LENNOX INTERNATIONAL
03.2023 - Current
- Managed assigned workload to ensure proper optimization of agents
- Served as SME for agents and clients maintaining positive business relationships
- Provided second level resolution as escalated by agents
- Monitored agents’ calls in line with QMS (Quality Management System), analyzed call data and generated reports to aid performance improvements
- Supervised team to ensure adherence to monthly KPI metrics in line with call flow, handle time (Average Handle time), ASA, after call work (ACW) and daily assigned tasks
- Fostered process improvement projects across team, encouraged feedback from agents, and communicated best ways to improve client experience to senior management
- Ensured efficient management of customers’ orders
- Assisted in improving department client grievance reports by 23% Q4 2023
- Worked effectively as team leader in fast paced, high-volume work environment
- Streamlined support processes for increased efficiency and reduced response times.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
- Generated, compiled and distributed reports of sales leads and up-sell opportunities.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Completed bi-weekly payroll for seven employees.
- Verified accurate data entry and maintenance of information in SAP CRM system.
- Implemented project management techniques to overcome obstacles and increase team productivity.
Customer Service Supervisor
Charles Schwab
06.2022 - 03.2023
- Established positive rapport with customers, managers, and customer service team members to maintain positive and successful work environment.
- Managed all escalated calls for department via phone and email and web chat
- 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
- Received certifications and gained experience navigating Windows Operating System and Windows based programs such as Microsoft Excel, Word, Outlook, SharePoint, Teams, and Project.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Facilitated cross-functional initiatives between teams for improved coordination in addressing complex customer needs.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
Customer Service Department Lead
Dallas ISD
08.2020 - 06.2022
- Operated CRM system and Microsoft office tools while assisting 60+ customers daily
- Completed thorough opening, closing and shift change functions to maintain operational standards each day
- Established performance expectations for fellow team associates and reviewed their performance
- Held responsibility of uniformly enforcing policies and procedures among associates.
- Reduced call wait times by creating efficient scheduling plans and optimizing workforce allocation.
- Implemented quality control measures to ensure consistency in service across all channels of communication.
- Worked flexible hours across night, weekend, and holiday shifts.
- Participated in team projects, demonstrating ability to work collaboratively and effectively.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Decreased inventory shrinkage, drive-off and daily cash discrepancies by closely monitoring daily operations.
- Played key role in retaining valuable customers by proactively identifying potential issues and offering tailored solutions before escalation occurred.
Commercial Support Specialist
OVH ENERGY
06.2014 - 08.2020
- Responded to and prepared commercial tender bids (RFQs, RFIs)
- Collated and prioritized open orders and quotes on CRM (Oracle) and followed up till concluded
- Obtained and collated daily sales information from all sales regions to aid stock and replenishment planning
- Monitored and reported inventory, replenishment for all VMI (Vendor Managed Inventory) sites nationwide once activated by sales team
- Notified customers on trade account receivables as detailed in contract and assist sales team with collections
- Spearheaded and participated in process improvement meetings with stakeholders
- Support team as required.
Education
Bachelors Degree L.L.B , B.L - Business Law
Ambrose University
2006
Skills
- 50 wpm typing speed
- CRM Software
- Microsoft Office
- Training & Development
- Conflict Resolution
- Project Management
- Team Leadership
- Payroll Administration
- Research and due diligence
- Schedule Management
- Staff Development and Training
- Escalation Handling
- Performance Management
- Employee Supervision
- Customer Satisfaction
- Quality Assurance Evaluation
- Customer Experience
- Call Center Customer Service
- Retention Strategies
- Customer Service Standards
- Performance Monitoring
- Customer Service Databases
- Confidential Records Management
Certification
- Certified Scrum Master
- Lean 6 Sigma – Green Belt
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Customer Support Supervisor
LENNOX INTERNATIONAL
03.2023 - Current
Customer Service Supervisor
Charles Schwab
06.2022 - 03.2023
Customer Service Department Lead
Dallas ISD
08.2020 - 06.2022
Commercial Support Specialist
OVH ENERGY
06.2014 - 08.2020
Bachelors Degree L.L.B , B.L - Business Law
Ambrose University