KELLY R BURNS
Customer Service Supervisor
Eddystone,PA
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
12
12
years of post-secondary education
Work History
Customer Service Supervisor
PA, Penn Terminals, Inc
Eddystone
12.2013 - Current
- Provide excellent customer service in a fast paced environment
- Supervisory responsibilities for 18 employees, payroll for 20 employees, tracking team metrics, and tracking, managing, and reducing customer service issues
- Responsible for confirming custom’s clearances on import cargo, verifying shipment information on export cargo, creating appointments for cargo pickup and drop off
- Also responsible for training colleagues to do the same, as well as checking drivers in and maintaining daily record of delivered cargo
- Software testing for new operating system releases and handling high phone volumes
- Key player in implementing major process changes due to COVID-19 across department and axillary offices.
- Create and maintain operating system, company policy, and cargo data work instructions across department and axillary offices
- Increased office efficiency by modernizing document organization systems and effectively implementing remote work solutions
Social Work Practicum Student
Chester Community Coalition
Chester, PA
08.2021 - 05.2022
- Provided trauma-informed therapy to multiple clients weekly
- Obtained and supplied information to coordinating agencies to provide best possible guidance to clients
- Attended meetings, conferences and training courses to advance professional knowledge of social work
- Counseled individuals and families, including children, adolescents, and adults
- Co-facilitated psychoeducational groups for children
- Developed treatments and casework programs for average of five clients per month
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
Social Work Case Management Intern
Chester, PA, Salvation Army
01.2020 - 12.2020
- Responsible for meeting with clients weekly to assist with job applications, resume writing, appointment management, and general client well-being
- Create and maintain files on current case load and ensure that clients’ needs are being met
- Improved clients' coping with routine life activities such as food budgeting and rental payments
- Determined needed and relevant interventions based on each client's cognitive abilities and current needs
- Coordinated referrals and direct support for homeless clients
- Worked with clients to improve life choices and maximize benefits of programs
- Identified service gaps and located needed housing and work placement resources for individuals
- Oversaw day-to-day activities of residents in homeless shelter
Administrative
Delaware County, Monarch Staffing Agency
, PA
09.2013 - 07.2014
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes
- Managed filing system, entered data and completed other clerical tasks
- Completed forms, reports, logs and records to quickly handle all documentation for human resources
- Assisted coworkers and staff members with special tasks on daily basis
- Various administrative duties as a temporary employee across multiple organizations
Education
Master’s Education - Human Sexuality Studies
Widener University
08.2018 - 05.2022
Master's in Social Work - Social Work
Widener University
Chester, PA 08.2018 - 05.2022
Bachelors of the Arts - Psychology
Widener University
Chester, PA 08.2015 - 05.2018
Associate’s - Applied Science – Medical
Delaware County Community College
Media, PA 10.2013 - 05.2015
Skills
Cross-cultural team management
Verbal and written communication skills
Microsoft Office Suite
Active listening
Supportive reflection
Fast learner
Highly motivated
Interpersonal skills
Case management
Client advocacy
Treatment plan guidance
Psychosocial assessments
Group and individual therapy
Knowledge of medical and psychiatric terminology
Timeline
Social Work Practicum Student
Chester Community Coalition
08.2021 - 05.2022
Social Work Case Management Intern
Chester, PA, Salvation Army
01.2020 - 12.2020
Master’s Education - Human Sexuality Studies
Widener University
08.2018 - 05.2022
Master's in Social Work - Social Work
Widener University
08.2018 - 05.2022
Bachelors of the Arts - Psychology
Widener University
08.2015 - 05.2018
Customer Service Supervisor
PA, Penn Terminals, Inc
12.2013 - Current
Associate’s - Applied Science – Medical
Delaware County Community College
10.2013 - 05.2015
Administrative
Delaware County, Monarch Staffing Agency
09.2013 - 07.2014