Karen Hemple

Customer Service Supervisor

USPS

10.2007 - Current

Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
Collaborated with other departments to address recurring customer concerns, improving overall service quality.
Coached employees through day-to-day work and complex problems.
Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
Enhanced team productivity through regular coaching, feedback, and performance evaluations.
Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
Coached team members to deliver hospitable, professional service while adhering to set service models.
Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
Led regular customer service meetings to review progress identify challenges and provide feedback.
Researched and corrected customer concerns to promote company loyalty.
Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
Created, prepared, and delivered reports to various departments.
Monitored call center data to assess trends, proactively implementing solutions for identified issues.
Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
Kept high average of performance evaluations.
Completed bi-weekly payroll for Number employees.
Managed supervisor itinerary and appointments and streamlined scheduling procedures.