Summary
Overview
Work History
Education
Skills
Timeline
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Elizabeth French

Vernon,FL

Summary

Self-motivated Operations Supervisor successful in collaborating with consultants, area leaders and employees to streamline and strengthen processes and control costs. Highly organized and detailed collaborator with solid record of accomplishment in meeting and exceeding business targets. In-depth knowledge of operational and budget management techniques. Business-minded professional tackling any job task with gusto and precision. Determined Front Office Supervisor delivering exceptional service and responding to questions and inquiries quickly. Demonstrates positive attitude and readiness to adapt to different situations. Dedicated Operations Supervisor dedicated to employing proven methods and cutting-edge technology to meet business performance expectations. Recognized for successful implementation of measures to cut costs, streamline operations and increase productivity. Detailed approach to maintaining high threshold for business operations. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Responsible and motivated student ready to apply education in the workplace. Offers excellent technical abilities with software and applications, ability to handle challenging work, and excellent time management skills.

Overview

6
6
years of professional experience

Work History

Supervisor of Operations

Maximus
, NJ
09.2023 - Current
  • Monitored employee productivity levels to identify areas for improvement or additional resources needed.
  • Provided training and guidance to team members on operational procedures and best practices.
  • Resolved customer complaints in a timely manner while maintaining high customer satisfaction ratings.
  • Oversaw daily operations of the department, including personnel management, budgeting and scheduling.
  • Coordinated with other departments to ensure smooth flow of work processes and communication.
  • Maintained accurate records for tracking progress and performance of team members.
  • Conducted regular reviews with team members to assess their performance and provide feedback as needed.
  • Ensured compliance with all applicable laws, regulations, and standards.
  • Developed and implemented policies and procedures for efficient workflow.
  • Evaluated existing processes regularly for potential optimization opportunities.
  • Guided employees in handling difficult or complex problems.
  • Delegated work to staff, setting priorities and goals.
  • Reviewed employees' work to check adherence to quality standards and proper procedures.
  • Resolved customer complaints or answered customers' questions.
  • Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
  • Issued work schedules, duty assignments and deadlines for office or administrative staff.
  • Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
  • Developed work schedules according to budgets and workloads, covering priority tasks.
  • Researched and prepared reports required by management or governmental agencies.

TL

Maximus
03.2022 - 09.2023
  • Completed day-to-day duties accurately and efficiently.
  • Understood and followed oral and written directions.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Identified needs of customers promptly and efficiently.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Planned and completed group projects, working smoothly with others.
  • Worked with cross-functional teams to achieve goals.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Maintained updated knowledge through continuing education and advanced training.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Recognized by management for providing exceptional customer service.
  • Maintained schedule of class assignments to meet deadlines.
  • Answered [Number] calls per shift to assist with customer questions and concerns.

CSR

Lowes Home Improvment
DeFuniak Springs, FL
10.2017 - 05.2022
  • Managed multiple tasks simultaneously while providing excellent customer service experience.
  • Handled customer inquiries and complaints in a timely manner.
  • Identified customer needs and provided appropriate solutions.
  • Provided customer service support to customers over the phone and by email.
  • Followed up with customers to ensure their satisfaction.
  • Participated in team meetings or training sessions when necessary.
  • Processed orders, forms, applications, and requests.
  • Maintained records of customer interactions, transactions, comments, and complaints.
  • Adhered to company's established protocols for handling confidential data.
  • Educated customers on special pricing opportunities and company offerings.
  • Consulted with customers regarding needs and addressed concerns.
  • Documented all conversations with customers in CRM software according to company standards.
  • Met and exceeded productivity targets by handling every interaction with top-notch customer service.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Updated job knowledge by participating in educational opportunities.
  • Ensured compliance with applicable laws and regulations for provision of services.
  • Gathered feedback from customers regarding products and services.
  • Collaborated with other teams within the organization to resolve complex issues related to customers' accounts.
  • Researched required information using available resources.
  • Developed strategies to improve quality of customer service delivery.
  • Processed customer account changes with proprietary software.
  • Provided guidance on product features and benefits as well as troubleshooting techniques.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Improved customer service wait times to mitigate complaints.
  • Mentored new employees on procedures and policies to maximize team performance.

CSR

Maximus Call Center
Lynn Haven, FL
12.2020 - 03.2021
  • Managed multiple tasks simultaneously while providing excellent customer service experience.
  • Handled customer inquiries and complaints in a timely manner.
  • Identified customer needs and provided appropriate solutions.
  • Followed up with customers to ensure their satisfaction.
  • Participated in team meetings or training sessions when necessary.
  • Provided customer service support to customers over the phone and by email.
  • Maintained records of customer interactions, transactions, comments, and complaints.
  • Processed orders, forms, applications, and requests.
  • Adhered to company's established protocols for handling confidential data.
  • Performed account maintenance activities such as updating client information in databases.
  • Educated customers on special pricing opportunities and company offerings.
  • Documented all conversations with customers in CRM software according to company standards.
  • Met and exceeded productivity targets by handling every interaction with top-notch customer service.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Updated job knowledge by participating in educational opportunities.
  • Ensured compliance with applicable laws and regulations for provision of services.
  • Gathered feedback from customers regarding products and services.
  • Collaborated with other teams within the organization to resolve complex issues related to customers' accounts.
  • Developed strategies to improve quality of customer service delivery.
  • Researched required information using available resources.
  • Assisted in the development of customer service procedures and policies.
  • Generated reports on customer inquiries and complaints for management review.
  • Processed customer account changes with proprietary software.
  • Updated [Type] system with order specifics and customer details, preferences and billing information.
  • Analyzed customer feedback data to identify areas of improvement.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Developed strong customer relationships to encourage repeat business.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Made outbound calls to obtain account information.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Updated databases with new and modified customer data.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Excelled in exceeding daily credit card application goals.

Education

High School Diploma -

Holmes County High School
Bonifay, FL
02-2005

Skills

  • Facilities Inspection
  • Staff Evaluation
  • Recruitment and Hiring
  • Maintenance Oversight
  • Team Development
  • Regulatory Compliance
  • Program Planning
  • Staff Management
  • Performance Management
  • Report Preparation
  • Appointment Scheduling
  • Scheduling
  • Payroll Administration
  • Inventory Management
  • Data Entry
  • Staff Scheduling
  • Clerical Staff Oversight
  • Payroll and Budgeting
  • Organizational Skills
  • Schedule Management
  • Customer Service
  • Effective Communication
  • Written Communication
  • Team Building
  • Time Management
  • Leadership and Change Management
  • Goal Setting
  • Attention to Detail
  • Phone and Email Etiquette
  • Microsoft Office
  • Team Leadership
  • Problem-Solving Abilities
  • Multitasking
  • Scheduling and Calendar Management
  • Team Collaboration
  • Support Services
  • Continuous Improvement
  • Coaching and Mentoring
  • Excellent Communication
  • Teamwork and Collaboration
  • Self Motivation
  • Active Listening
  • New Hire Orientation
  • Professionalism
  • Leadership Development
  • Problem-Solving
  • Workflow Optimization
  • Multitasking and Organization
  • Performance Improvement
  • Relationship Building
  • Reliability
  • Decision-Making
  • Professional Demeanor
  • Workflow Planning
  • Handling Complaints

Timeline

Supervisor of Operations

Maximus
09.2023 - Current

TL

Maximus
03.2022 - 09.2023

CSR

Maximus Call Center
12.2020 - 03.2021

CSR

Lowes Home Improvment
10.2017 - 05.2022

High School Diploma -

Holmes County High School

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Elizabeth French