Jamie Wilmoth
Phoenix,AZ
Summary
Experienced Customer service supervisor bringing 20 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.
Overview
35
35
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
Waste Management Company
02.2018 - Current
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Monitored call center data to assess trends, proactively implementing solutions for identified issues.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Spearheaded process improvements within the department that led to reduced response times for incoming inquiries.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
- Coached employees through day-to-day work and complex problems.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Leveraged analytical skills to review customer feedback data, identifying areas requiring attention or process improvements.
Intermodal Customer Service Manager
Swift Transportation
01.2012 - 01.2018
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Lead National or regional accounts customer service personnel
- Negotiate/intervene issues between National; account customer Service and driver leaders/planners perform
- customer service functions Travel when needed
- Worked with customer scorecards and action plans to stay on track for on-time service.
- Manage and solicit freight/business
- Worked closely with sales and on-site employees to reduce our dwell time of the containers and or to solicit outbound freight.
- Monitoring discrepancy queue, EDI status releasing, tracking and tracing ensuring correct coding on service failures with the entire CSR team. Ability to mentor, train, take direction, provide direction, problem solve under pressure in a fast moving high stressful situation and keep professional composure.
- Managed and coached up to twenty four customer service representatives in the Intermodal division at Swift.
Engineering Program Support (Planning Manager)
Honeywell
03.1989 - 01.2011
- Improved project efficiency by streamlining planning processes and implementing effective communication strategies.
- Developed comprehensive project plans for successful execution, meeting deadlines and budget requirements.
- Increased team productivity with regular progress monitoring and providing constructive feedback.
- Collaborated with cross-functional teams to ensure projects aligned with company goals and objectives.
- Steadily advanced through a series of promotions based on proven leadership, accomplishments, and loyalty; most recently worked the Boeing 787 program by delivering engineering support customer order management, and program budget administration
- Tracked, expeditiously coordinated, and administered unreleased engineering hardware being converted to production release configuration hardware.
- Demonstrated exemplary interpersonal skills in communicating daily with customers and partner companies to meet milestones, maintain top-notch customer satisfaction, and maximize retention.
- Formulated work schedules per orders from Boeing for factory, suppliers, customer returns and Service centers, exhibiting outstanding organizational.
- Diligently maintained up-to-date and accurate airplane configuration hardware (airworthiness) database, velocity database, and Master Access database for development hardware.
- Presented weekly status and progress reports to management and customers.
- Engineer Planning and RMA Support
- Leveraged sharp multi-tasking capabilities to efficiently orchestrate, support, and facilitate customer deliveries, schedules, and returns, consistently ensuring shipments adhere to established due dates
- Reviewed and verified completion of source inspections prior to shipping.
- Assessed and calculated cost for rework or repair for Program Manager.
- Employed excellent prioritization skills to receive and process returned hardware for upgrade or customer credit, ship unplanned hardware or material for engineering and confirm configuration of hardware prior to shipping from finished goods inventory.
- Production Planner I Return Goods Coordinator (RMA) Steered cost-effective and timely production by devising production schedules, conducting regular material availability analyses, directing purchasing for shortages or potential shortages, and providing factory with critical customer order data. Prepared in-depth recover plans as needed and submitted weekly reports to management for customer requirements, delivery dates, material shortages, and customer drop-in builds and RMA returns, Spearheaded receipt, processing, shipping and management of military returns and repairs. Coordinator I Business Support Principal/ Material Support Strategically planned and assigned material handlers workflow to maximize use of resources, contain labor costs and boost bottom-line performance. Drew upon significant planning, analytical, and forecasting abilities to coordinate starts for SMT (Surface Mount Technology) machine operators, manage material shortages, and drive cohesive efforts among various departments for new SMT machine builds. Generated Bill of Material in database for all sub-assemblies associated with SMT development to enable manipulation of part numbers and quantities, vital to ensuring inventory accuracy in RIP locations. Exhibited excellent talents in responding to last-minute engineering changes, design errors, part shortages, and other critical issues. Trained, mentored and assisted new personnel and other departments in proper procedures of material and inventory control.
Education
Associate of Arts - Business Management
University of Phoenix
Tempe, AZ05.2005
High School Diploma -
Thunderbird
Phoenix, AZ05.1985
Skills
- Time Management
- Issue Resolution
- Performance Evaluation
- Quality Assurance
- Team Development
- Records Management
- Policy Enforcement
- Work Prioritization
- Team Building and Leadership
- Problem-Solving
- Decision-Making
Certification
Six Sigma Green Belt certified with expertise in fast-paced environment.
Timeline
Customer Service Supervisor
Waste Management Company
02.2018 - Current
Intermodal Customer Service Manager
Swift Transportation
01.2012 - 01.2018
Engineering Program Support (Planning Manager)
Honeywell
03.1989 - 01.2011
Associate of Arts - Business Management
University of Phoenix
High School Diploma -
Thunderbird
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