Peter Phillips
Tooele,UT
Summary
Enterprising Customer Service Supervisor offering demonstrated success in team leadership, organizational problem-solving and customer service. Successful at overseeing team performance and allocating resources to meet workflow and demand. Excellent conflict resolution skills with proven ability to defuse high-stress situations.
Overview
18
18
years of professional experience
Work History
Call Center Supervisor
Kroger
Salt Lake City, UT
04.2018 - Current
- Facilitated individual coaching sessions with CSRs to realign productivity goals.
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Streamlined operational efficiencies by accurately conducting new hire interviews and assisting management with employment decisions.
- Defined and documented office procedures, using updated SOPs to provide thorough and comprehensive training for all administrative support staff.
- Evaluated employee job performance and motivated staff to improve productivity.
- Set and managed performance benchmarks for call center employees.
- Established strong and successful policies for employee actions and customer interactions.
- Developed quality assurance standards and established targets for all staff.
Customer Service Lead
Kroger
Salt Lake City, UT
09.2012 - 03.2018
- Reduced call-time of inbound calls by recognizing and resolving systematic inefficiencies.
- Trained new team members on proper service methods.
- Assisted operators with handling calls and took over escalated concerns to provide skilled solutions.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
Customer Service Representative
Kroger
Salt Lake City, UT
06.2006 - 04.2012
- Assisted with collection of return checks and provided support for Kroger check cashing system.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Built a knowledgebase in every skill level to assist all call types.
Education
Bachelor of Science - Business Management
University of Phoenix
Tempe, AZ06.2011
Skills
- Quality control optimization
- Employee motivation
- Training coordination
- Training delivery
- Performance updates
Timeline
Call Center Supervisor
Kroger
04.2018 - Current
Customer Service Lead
Kroger
09.2012 - 03.2018
Customer Service Representative
Kroger
06.2006 - 04.2012
Bachelor of Science - Business Management
University of Phoenix
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