Lisa Cline
Elgin,IL
Summary
Resourceful Supervisor known for high productivity and efficient task completion. Specialize in team leadership, conflict resolution, and operational oversight. Excel in communication, problem-solving, and adaptability to ensure smooth operations and workplace harmony. Committed to fostering positive work environments and achieving goals through effective supervision and staff engagement.
Overview
17
17
years of professional experience
Work History
Customer Service Supervisor
Verizon Wireless
Elgin , IL
03.2014 - 10.2024
- Guided team members to align with organizational objectives
- Compiled data on staff performance, punctuality, disciplinary records
- Analyzed data from various sources to identify trends and areas for improvement.
- Audited company's legal documents to verify compliant policies and procedures.
- Worked closely with human resources to support employee management and organizational planning.
- Analyzed key performance indicators to identify effective strategies.
- Monitored operations and reviewed records and metrics to understand company performance.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Defined clear project objectives to monitor progress
- Identified key areas for enhancement, fostering accurate decision-making.
- Cultivated harmonious work relationships within the organization
- Supervised 14-member team, consistently meeting performance goals
Customer Service Representative
Verizon Wireless
Elgin, IL
04.2008 - 03.2014
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Skills
- Positive and Constructive Feedback
- Goal attainment
- New Hire Training
- Coaching Development
- Performance Management
- Enhanced Team Productivity
- Staff assignments and supervision
- Call Center Management
- Addressing Escalated Concerns
- Effective Task Delegation
- Flexible and Adaptable
- Effective Team Leadership
Timeline
Customer Service Supervisor
Verizon Wireless
03.2014 - 10.2024
Customer Service Representative
Verizon Wireless
04.2008 - 03.2014
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