Divine Blackman
Leominster,MA.
Summary
I'm a resourceful Customer Service Supervisor offering a 20-year background working in the Communications industry. Skillful in delegating and assigning duties to employees and developing strategic initiatives to improve employee productivity, profitability and quality of customer service. Recognized for setting accurate expectations, communicating clearly and fostering camaraderie. Results-driven professional that seeks to exceed expectations.
Overview
10
10
years of professional experience
Work History
Supervisor- Sales and Service
Verizon
Lowell, MA
07.2019 - Current
- Leadership and Development, Operational Support, Customer Retention.
- Identify trending behavior and how it relates to Performance goals and KPI achievement then deliver measurable results. Increased 7DCR from 79.68% in 2020 to 79.85% in 2021 while exceeding OCC goal by 125% attainment protecting company revenue.
- Initiate remote observations of 40+ customer interactions monthly and 20+ coaching sessions to enhance customer experiences.
- Facilitate huddles and conduct training sessions for union based workforce.
Customer Service, Escalations Support
Verizon
Lowell, MA
01.2017 - 07.2019
- Customer Service, Account Maintenance, Escalation Resolution.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
- Exceeded daily sales and product add-on quotas by leveraging sales expertise to promote products and capitalize on upsell opportunities. Met 7DCR month over month and exceeded OCC with 125% attainment
- Mastered company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
- Evaluated account and service histories to identify trends, using data to mitigate future issues
Customer Care Supervisor
Comcast
Chelmsford, MA
04.2014 - 03.2016
- Leadership, Coaching and Training, Scheduling/Payroll Approval, Performance Reviews and Career Advance.
- Created incentives and team building exercises fostering cohesiveness building morale and engagement.
- Documented quarterly performance reviews based on team’s progress assessing eligibility for career advancement within Comcast Career Advance path.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity of 11+ sales agents.
Education
Bachelors of Science - Communications
Worcester State College
2020
Associate's Degree - Telecommunications
Mount Wachussett College
2004
Skills
- Leadership
- Training and Development
- Coaching and mentoring
- Team Building
- Project Management
- Policies and procedures
- Verbal and written communication
- Organization and Time management
Timeline
Supervisor- Sales and Service
Verizon
07.2019 - Current
Customer Service, Escalations Support
Verizon
01.2017 - 07.2019
Customer Care Supervisor
Comcast
04.2014 - 03.2016
Bachelors of Science - Communications
Worcester State College
Associate's Degree - Telecommunications
Mount Wachussett College
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