ANDREA NORTON
Charlotte,NC
Summary
Experienced and personable Customer Service Representative Supervisor with a background in the technology industry. Recognized as a solid team player with a positive attitude, adept at establishing strong connections with clients. Committed to ensuring customer satisfaction and contributing to the success of the company. Known for providing friendly and efficient customer support to maximize satisfaction. Possess extensive knowledge of industry standards and excel at retaining product and service information to effectively resolve issues. Thrive in fast-paced environments, quickly grasping and resolving customer concerns, achieving satisfaction, and meeting demanding business objectives. Well-versed in communication standards and best practices.
Overview
24
24
years of professional experience
Work History
Scheduling Coordinator
AmeriGas Propane
Charlotte , NC
11.2023 - Current
- Coordinated with department managers to adjust employee schedules as needed.
- Developed strategies for improving efficiency within the scheduling process.
- Provided support in resolving scheduling conflicts between employees.
- Managed daily operations related to employee scheduling such as approving time off requests or assigning shift swaps.
- Responded promptly to all customer inquiries regarding availability or schedule changes.
- Created and maintained employee schedules to ensure adequate staffing levels.
- Collaborated with other departments to coordinate resources when necessary.
- Communicated effectively with team members to ensure they are aware of their shifts and any changes that may occur.
- Organized training sessions on proper scheduling techniques for new hires.
- Conducted regular reviews of existing scheduling policies and procedures to identify areas for improvement.
- Utilized MS Office and Excel to analyze data and create spreadsheets.
- Set and confirmed customer appointments.
- Streamlined communication channels to ensure timely updates and changes to schedules were disseminated efficiently.
- Resolved customer complaints or answered customers' questions.
- Issued work schedules, duty assignments and deadlines for office or administrative staff.
Customer Service Supervisor
Verizon Wireless
07.2013 - 10.2023
- Proficient in monitoring live calls, ensuring quality standards are met and maintaining excellent customer service levels
- Skilled in providing valuable assistance and constructive feedback to team members to enhance their performance and drive continuous improvement
- Experienced in conducting weekly coaching sessions to assess individual performance, identify areas for development, and create improvement plans
- Proven ability to design and deliver skill-building programs aimed at addressing specific areas of improvement, fostering professional growth within the team
- Accountable for effectively managing team goals and ensuring alignment with Verizon's metrics and objectives, driving productivity and overall performance
- Demonstrated success in meeting and exceeding metrics set by Verizon through proactive monitoring, performance analysis, and implementing targeted strategies
- Utilized performance data and analytics to identify trends, track progress, and make data-driven decisions to optimize team performance and achieve targets
- Strong record of achieving and maintaining high-quality standards, delivering exceptional customer experiences in a fast-paced Call Center environment
- Proactive in identifying opportunities for process improvement and implementing innovative solutions to enhance efficiency and productivity
- Excellent communication and interpersonal skills, enabling effective collaboration with team members, stakeholders, and management in a dynamic work place.
- Evaluated employee performance reviews based on specific criteria set forth by management.
- Assisted in developing training materials for new hires as well as existing employees.
- Recruited qualified personnel when needed for open positions within the department.
General Manager/Corporate Trainer
KFC/Taco Bell
03.2000 - 07.2013
- Met or exceeded productivity targets by handline every interaction with top notch customer service
- Reviewed account and service history to identify trends and issues
- Collected customer feedback and recommended procedural and product changes to enhance future service delivery
- Encouraged, trained and disciplined employees to maximize performance
- Strategized long-term business needs while generating guest relations’ feedback for improvements
- Coordinated monthly budgets, managed profit and loss, and consistently met desired margin targets
- Managed Holiday Planning - forecast and adjustments, and site closures.
- Developed comprehensive training programs for new General Managers and their teams.
- Conducted trainings on product knowledge, customer service, sales techniques and leadership skills.
- Analyzed feedback from General Managers to evaluate the effectiveness of training materials.
Skills
- Demonstrated track record of achieving and maintaining high-quality standards, delivering exceptional customer experiences, and resolving customer issues effectively
- Analyzed customer account information, collected feedback, and made recommendations for procedural and product enhancements to enhance future service delivery
- Proficient in utilizing performance data, analytics, and trends to track progress, make data-driven decisions, and optimize team performance
- Proven ability to design and deliver skill-building programs, foster professional growth, and address specific areas of improvement within the team
- Achieved rapid career progression, received awards for exceptional performance, and demonstrated adherence to high standards and productivity targets
- Report Preparation and Analysis
- Research and Analysis
- Quality Assurance
- Investigation Leadership
- Customer Escalations
- Training Programs
Timeline
Scheduling Coordinator
AmeriGas Propane
11.2023 - Current
Customer Service Supervisor
Verizon Wireless
07.2013 - 10.2023
General Manager/Corporate Trainer
KFC/Taco Bell
03.2000 - 07.2013