Ewa Mangum
Coconut Creek,FL
Summary
Experienced Supervisor bringing over 5 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. Outgoing Manager with experience overseeing multiple tasks and managing employees successfully. Hardworking professional committed to providing outstanding customer service and assistance. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
18
18
years of professional experience
Work History
Customer Service Supervisor
Centrek Transportation
08.2020 - Current
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Assessed agents work, created targets and goals for improvement along with feedback and coaching.
- Monitored front areas so that questions could be promptly addressed.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Improved office operations by automating client correspondence, record tracking and data communications.
Surveillance Agent
Seminole Hard Rock Casino
07.2016 - 04.2020
- Reviewed video surveillance footage.
- Reported violations of policies, laws and suspicious behaviors to on-site security personnel or local law enforcement.
- Remained composed and calm even when situations were stressful or had escalated in order to effectively contribute to security needs.
- Effectively prioritized tasks during high-pressure situations, ensuring timely responses to potential threats without compromising overall security coverage.
- Monitored security cameras for improper actions by patrons and dealers.
Supervisor
Seven Eleven
11.2014 - 06.2016
- Collected, arranged, and input information into database system.
- Established performance metrics for the team, consistently tracking progress towards goals and making adjustments as needed.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
- Monitored workflow to improve employee time management and increase productivity.
Manager
Maui Tan
10.2012 - 11.2014
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional, organized, and safe environment for employees and patrons.
Head Teller
Peninsula Bank
04.2009 - 10.2012
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Provided customers with appropriate literature on banking products and services.
- Assisted customers with account inquiries, resolving issues promptly to ensure satisfaction.
- Strengthened client relationships through exceptional service and proactive identification of financial needs.
- Managed daily bank operations by processing customer transactions and providing exceptional customer service.
Senior Surveillance Operator
Capri Casinos
06.2006 - 04.2009
- Identified illegal activities and alerted floor security personnel to address concerns.
- Supported continuous improvement efforts within the department by suggesting operational enhancements based on personal experiences and industry trends.
- Increased efficiency by effectively multitasking between multiple screens, camera angles, and areas under observation.
- Supported law enforcement investigations with accurate documentation and provision of surveillance footage when needed.
- Remained composed and calm even when situations were stressful or had escalated in order to effectively contribute to security needs.
Education
High School Diploma -
Zespol Szkol Ekonomicznych
Lomza, Poland06.1994
Skills
- Appointment Scheduling
- Financial Reporting
- Talent Allocation
- Leading Team Meetings
- Team Leadership
- Complaint resolution
- Time Management
- Staff Scheduling
- Coaching and Mentoring
- Handling Escalations
- Documentation and Recordkeeping
- Delegating Work
Languages
Polish
Native or Bilingual
Timeline
Customer Service Supervisor
Centrek Transportation
08.2020 - Current
Surveillance Agent
Seminole Hard Rock Casino
07.2016 - 04.2020
Supervisor
Seven Eleven
11.2014 - 06.2016
Manager
Maui Tan
10.2012 - 11.2014
Head Teller
Peninsula Bank
04.2009 - 10.2012
Senior Surveillance Operator
Capri Casinos
06.2006 - 04.2009
High School Diploma -
Zespol Szkol Ekonomicznych
Similar Profiles
Prakash BrahaspatPrakash Brahaspat
Support Clerk at Centrek TransportationSupport Clerk at Centrek Transportation
Samantha TownsendSamantha Townsend
Dispatcher, Clerk at @ Department of Transportation, Caltrans & Legend TransportationDispatcher, Clerk at @ Department of Transportation, Caltrans & Legend Transportation
Danetia HardinDanetia Hardin
Professional Driver at Durham Transportation/ First Student TransportationProfessional Driver at Durham Transportation/ First Student Transportation
Amber BonefontAmber Bonefont
Director of Media Relations at Florida Atlantic UniversityDirector of Media Relations at Florida Atlantic University
Nyeri CraterNyeri Crater
Registered Behavior Technician at Gifted Kids Therapy ServicesRegistered Behavior Technician at Gifted Kids Therapy Services