Summary
Overview
Work History
Education
Skills
Timeline
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Kevin Morris

Margate,Florida

Summary

Experienced supervisor bringing 5 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

9
9
years of professional experience

Work History

Customer Support Supervisor

Bosch Service Solutions
04.2018 - Current
  • Assist with train new hires for the customer support department
  • Oversee a team of 15 customer support representatives who interact directly with clients to provide support
  • Perform quarterly reviews and annual performance appraisals for all team members
  • Handle employee performance concerns, including improvement plans, verbal and written warnings
  • Assisted team members in resolving customer satisfaction issues.
  • Monitored employees' productivity, accuracy and adherence to defined processes by using dashboards and other reporting tools to enable proactive action on delays compromising customer care.
  • Enforced adherence to legal and company policies and procedures and reported to management related gaps in training or compliance.
  • Empowered and motivated employees via regular feedback to team members.
  • Monitored employee performance to identify areas for improvement and additional training needs.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
  • Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.

Customer Service Representative

Berkshire Hathaway Specialty Concierge
08.2014 - 10.2016
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

Education

Associate of Arts - Computer Science

Broward College
Fort Lauderdale, FL

Skills

  • Training Junior Team Members
  • Customer Satisfaction
  • Assignment Delegation
  • Behavior Identification
  • Performance Feedback

Timeline

Customer Support Supervisor

Bosch Service Solutions
04.2018 - Current

Customer Service Representative

Berkshire Hathaway Specialty Concierge
08.2014 - 10.2016

Associate of Arts - Computer Science

Broward College

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Kevin Morris