Joyce Bolden-Snow
Forney,TX
Summary
Experienced Customer Service Supervisor bringing 10 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
11
11
years of professional experience
Work History
Customer Service Supervisor
ChildCareGroup
01.2018 - Current
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Coached employees through day-to-day work and complex problems.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Resolved account issues to build rapport and relationships with clients.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Kept abreast of new company products and services to effectively answer questions and resolve complaints.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Completed bi-weekly payroll for 10 employees.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
Eligibility Specialist
ChildCareGroup
04.2012 - 12.2017
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
- Documented all communication with applicants and inputted information into system using TWIST & WorkFlow2.
- Communicated with people from various cultures and backgrounds on application process.
- Developed extensive fact-checking and research skills as result of continuously reviewing different programs and options.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Scheduled appointments with applicants to gather information and explain benefits processes.
Education
Associate of Science - Health Administration
University of Phoenix
Tempe, AZ07.2017
High School Diploma -
Wilmer-Hutchins High School
Dallas, TX06.1986
Skills
- Corrective Actions
- Maximizing Coverage
- Customer Service
- Workflow Schedules
- Staff Assignments and Supervision
- Customer Escalations
- Verbal and Written Communication
- Team Productivity
- Call Monitoring
- Team Meetings
- New Hire Training
- Employee Scheduling
- Professional Phone Etiquette
- Microsoft Office
- Evaluate Performance
- Handling Complaints
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Barack Obama
Timeline
Customer Service Supervisor
ChildCareGroup
01.2018 - Current
Eligibility Specialist
ChildCareGroup
04.2012 - 12.2017
Associate of Science - Health Administration
University of Phoenix
High School Diploma -
Wilmer-Hutchins High School
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