Jan Wolfe

Experienced Customer Care Supervisor bringing 7 years of quality performance in customer support supervisory role. 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.

• Supervised team of 12-16 staff members.
• Created resources to keep the team engaged and motivated resulting in the team consistently closing 50% of the sales department-wide each month
• Created and conducted training on Critical Thinking resulting in a decrease of fees waived totaling $12,000 in one month
• Created a document contributing to 50% customer attrition and improved customer satisfaction.
• Used Microsoft Excel to develop averaged handle time tracking spreadsheets.

It is with great honor and pride that I was recognized as the acclaimed Coach of the Year for both 2019 and 2020. This distinguished title is not merely a recognition of achievements, but a testament to a remarkable journey of resilience, innovation, and unwavering commitment to my team's success.

The years 2019 and 2020 were no ordinary times. As the world grappled with unprecedented challenges brought forth by the global pandemic, the realm of work underwent a profound transformation. Agents found themselves navigating the uncharted waters of remote work, craving the camaraderie and social interactions once abundant in the office space. 

Understanding the profound impact of social isolation on morale, I embarked on a mission to uplift spirits and foster a sense of belonging within the team. Through initiatives, such as daily calls via Microsoft Teams, I transcended the conventional boundaries of leadership. Clad in various personas, from a Rock Star to the endearing "Grandma," I brought joy, laughter, and a much-needed sense of connection to the team, creating a ripple of positivity that reverberated across the call center.

Yet, my leadership transcended mere entertainment; it epitomized a genuine commitment to the team's well-being. Regular check-ins, not confined to performance metrics but extending to mental well-being, showcased my unwavering dedication to each team member's holistic development. These gestures of empathy and support were not only appreciated but instrumental in fostering a culture of trust and camaraderie within the team.

Amidst the tumultuous backdrop of the pandemic, I remained resolute in my pursuit of excellence. By providing consistent feedback, guidance, and mentorship, I not only steered the team towards surpassing key performance indicators but also instilled a sense of confidence and purpose within each team member.

The results speak volumes of my exceptional leadership. With the highest customer service satisfaction ratings, the lowest average handle times, and an exemplary record of error-free performance, my team emerged as the epitome of success, consistently outshining peers and setting new benchmarks of excellence.

In essence, my journey as Coach of the Year is not merely a tale of professional accolades but a saga of resilience, empathy, and unwavering commitment to the team's success. This remarkable achievement, not only applauded the accolades but also cherished the profound impact my leadership had on shaping a culture of excellence and camaraderie within the organization.