Jeremy Enlow
Talmo,GA
Summary
Seasoned Customer Service Supervisor with unmatched customer service record and successful strategic development. Develops strong working relationships with teams to boost performance and meet objectives. Experienced Call Center Supervisor bringing 8 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
23
23
years of professional experience
Work History
Customer Solutions Supervisor
NEXX LINXS
05.2015 - 07.2023
- Monitors Call Center activity to ensure that customer service and production standards are met and maintained. Work with other members of management team to address problems when they arise
- Responsible for prioritizing work and delegating tasks to ensure proper coverage of functions. (i.e., assist as part of a team in the overall management of call flow)
- Oversee and assist in resolving escalated operational and customer service issues. Forward staff suggestions for improvement to other members of the Call Center management team
- Continually look for ways to improve the performance of the Call Center by identifying and implementing work efficiencies through process improvement techniques
- Encourages and develops sales skills in employees. Promotes cross selling and up selling of products and services
- Conduct telephone quality monitoring calls, and meet with quality analysts to review and discuss quality monitoring calls that have been done. Provide feedback and coaching to subordinates on their performance during the quality monitoring calls and from the Voice of Customer feedback
- Monitor attendance of subordinates and ensure accuracy of hours worked prior to submitting payroll information
- Display expert knowledge in banking products and services
- Responsible for periodic management of entire shift (i.e., nights and weekends)
- Participate in internal or external departmental rotations for development purposes
Precision Assembler
CUSTOM DIGITAL DESIGNS
10.2009 - 05.2015
- Inspect, operate, and test completed products to verify functioning, machine capabilities, or conformance to customer specifications
- Set and verify parts clearances
- Read and interpret assembly blueprints or specifications manuals and plan assembly or building operations
- Rework, repair, or replace damaged parts or assemblies
- Verify conformance of parts to stock lists or blueprints, using measuring instruments, such as calipers, gauges, or micrometers.
Collections Rep
LUEBKE BAKER& ASSOCIATES
01.2001 - 04.2008
- Arrange for debt repayment or establish repayment schedules, based on customers' financial situations
- Advise customers of necessary actions and strategies for debt repayment
- Locate and notify customers of delinquent accounts by mail, telephone, or personal visits to solicit payment
- Persuade customers to pay amounts due on credit accounts, damage claims, or non-payable checks, or to return merchandise
- Notify credit departments, order merchandise repossession or service disconnection, and turn over account records to attorneys when customers fail to respond to collection attempts.
Education
UNIVERSITY OF LOUISVILLE
Skills
- CCENT Cert A Cert
Timeline
Customer Solutions Supervisor
NEXX LINXS
05.2015 - 07.2023
Precision Assembler
CUSTOM DIGITAL DESIGNS
10.2009 - 05.2015
Collections Rep
LUEBKE BAKER& ASSOCIATES
01.2001 - 04.2008
UNIVERSITY OF LOUISVILLE
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