Julie Woodcock
Camby,IN
Summary
Focused Customer Service Supervisor with over 6 years of success in leadership and staff supervision. Polished in strategic planning and employee relations. Adaptable and versatile professional equipped with sound judgment and performance-based management approach.
Overview
20
20
years of professional experience
Work History
Customer Service Supervisor
RCI
Carmel, IN
12.2012 - Current
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Provided day-to-day leadership to cultivate environment that exemplified company values.
- Answered phone calls and responded to questions and concerns.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Evaluated employee job performance and motivated staff to improve productivity.
- Assessed team member performances by delivering one-on-one coaching to promote better service.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Enhanced company-wide procedures and policies to improve employee morale and boost customer satisfaction.
- Monitored phone calls to promote better service and provide feedback.
- Created training manuals to resolve simple and complex customer issues.
Customer Service Representative
Checksmart Financial
Indianapolis, IN
12.2011 - 12.2012
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong customer relationships to encourage repeat business.
- Set up and activated customer accounts.
- Educated customers on special pricing opportunities and company offerings.
- Made outbound calls to obtain account information.
- Assisted customers by cashing checks and providing loans.
Technical Service Supervisor
ETS
Indianapolis, IN
06.2003 - 06.2008
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Answered phone calls and responded to questions and concerns.
- Addressed customer inquiries to increase customer satisfaction ratings.
- Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
- Evaluated employee job performance and motivated staff to improve productivity.
- Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
- Monitored service desk ticket queues to facilitate timely response and resolution.
- Booked travel accommodations and equipment i.e. forklifts, dumpsters, etc. for technical support staff.
- Processed invoices for payment from outside contractors.
Education
High School Diploma -
Northwest High School
Indianapolis, IN06.1997
Skills
- Decision-Making
- Complaint Resolution
- Time Management
- Handling Escalations
- Team Building and Leadership
- Continuous Improvement
- Work Prioritization
- Call Center Operations
- Proficient in Word, Outlook, Power Point, Excel, and Teams
- Workflow Coordination
- Customer Relationship Management (CRM)
Hobbies
- Movies and music
- Crafts
- Travelling
- Reading
- Outdoor activities
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Timeline
Customer Service Supervisor
RCI
12.2012 - Current
Customer Service Representative
Checksmart Financial
12.2011 - 12.2012
Technical Service Supervisor
ETS
06.2003 - 06.2008
High School Diploma -
Northwest High School
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