Evelyn Bird

Customer Service Supervisor

Publix

Hilton Head Island, SC

03.2020 - 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.
Identified areas of improvement in the customer service process and developed strategies to address them.
Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
Assisted customers with product inquiries and resolving complaints promptly and professionally.
Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
Ensured all customer inquiries were handled in accordance with company standards and regulations.
Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
Maintained accurate records of customer interactions for future reference.
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.
Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.