Joseph C Clanton
Omaha,NE
Summary
Accomplished Senior Supervisor with extensive experience in managing daily operations and leading high-performing teams. Demonstrated expertise in driving performance improvements and streamlining processes, resulting in enhanced productivity and operational efficiency. Recognized for fostering a positive work culture and implementing effective problem-solving strategies to achieve organizational goals.
Overview
15
15
years of professional experience
Work History
Senior Supervisor, Customer Care
PayPal
02.2016 - Current
- Coach and develop teammates through regular feedback, career guidance, and performance evaluations to maximize their potential.
- Set clear goals, monitor key metrics, and drive team performance to exceed organizational KPIs and customer expectations.
- Lead 1:1 coaching, team learning sessions, and stand-ups, tailoring development to individual and team needs.
- Champion change, support teammates through transitions, and cultivate a resilient, high-performing team culture.
- Support and coach teammates’ professional development through strategic planning, feedback, and mentorship.
- Empower teammates to make informed decisions and create outstanding customer experiences within established guidelines.
- Actively participate in hiring, onboarding, internal talent movement, and identifying and addressing training needs.
- Collaborate on multiple projects that have a global impact on the processes and procedures related to GCS
- Interim Group Leader (December 2019, May – July 2022, May – July 2025). Lead and coached teams of 6-11 leaders.
ICA/Mentor/Lead Mentor
PayPal
01.2013 - 02.2016
- Mentored SSP, Limitations, Appeals Teammates, MyPath, and New Member Top Customer.
- Worked extensively with new hires and existing teammates to provide knowledge, feedback, coaching, training and practical examples to ensure success and development. Focused on accounts handle time and overall customer experience.
- Worked closely with the Team Leader, Trainer and Mentors. Coordinated activities and learning sessions to ensure the class received the necessary training and was set up for success.
- Created multiple roadmaps and learning tools to aid the teammates.
- Coached and provided the mentors feedback to aid in their development.
- Special projects included the following: Lead Mentor and Peer to Peer Mentor SOP; Training module about professionalism; Project S.T.A.Y. (joint effort with recommendations to combat and improve employee retention.
- Traveled to Kuala Lumpur, Malaysia (October – December 2013) and partner site in Lake City, FL (December 2014) and Manila, Philippines (August -October 2019). Mentored New Hire agents along with Trainers ICA Agents and Team Leaders to ensure they were set up for success.
Customer Solutions Agent – Limitations Phase 1 & 2; Settings Security and Payments
PayPal
03.2011 - 01.2013
- Provide customers with predictable, compassionate, and timely resolutions to their questions and inquiries while maintaining a positive and friendly attitude.
- Answer phone calls, emails and case work from customers and work to resolve customer queries in real time or pass the information to the most relevant PayPal department so it can be dealt with appropriately.
- Research using appropriate tools, limiting accounts as appropriate or lifting limits based on appeal, closing out buyer complaints, tracking customer contacts and logging relevant case related information.
- Proactively recommend and educate the customer about the features and benefits of the products in order to improve their satisfaction and deepen their relationship with PayPal.
- Review and identified fraudulent activity within accounts.
- Defuse and deescalate customers’ issues pertaining to account problems.
- Shooting Star (2 months) and All Star (1 month).
Education
Bachelors of Arts and Science Degree - Accounting
University of Nebraska-Lincoln
01.2000
Skills
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft Project
- Microsoft Outlook
- Change management
- Team performance
- Coaching techniques
- Customer relationship management
- Performance evaluation
- Effective communication
- Problem solving
- Decision making
- Processes and procedures
- Team building
- Verbal and written communication
Software Proficiencies
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft Project
- Microsoft Outlook
Timeline
Senior Supervisor, Customer Care
PayPal
02.2016 - Current
ICA/Mentor/Lead Mentor
PayPal
01.2013 - 02.2016
Customer Solutions Agent – Limitations Phase 1 & 2; Settings Security and Payments
PayPal
03.2011 - 01.2013
Bachelors of Arts and Science Degree - Accounting
University of Nebraska-Lincoln