Lori Rose
Call Center Supervisor
Deltona,FL
Summary
Customer Service Supervisor Driving Exceptional Experiences for Clients and Teams Alike
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency, and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles. Experienced Customer Care Supervisor bringing 25 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. Experienced Office Management and Administration Professional experienced in optimizing productivity, efficiency, and service quality across various environments. Highly dependable, ethical, and reliable support specialist and leader who blends advanced organizational, technical, and business acumen. Works effectively with cross-functional teams to ensure operational and service excellence. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
32
32
years of professional experience
Work History
Customer Care Center Supervisor
Adecco
02.2022 - Current
- Managed customer accounts, conducted customer service surveys, resolved customer issues, booked appointments for clients, worked in the inbound call center, collected and documented orders, responded to inquiries and issues, responsible for troubleshooting applications, Customer Care Supervisor Adecco/Primo Water Account, consistently met or exceeded client contracted Service Level Agreements, and Quality Assurance Metrics, assisted the Operations Supervisor of Call Center Operations with special projects as requested, monitored and provided continuous coaching of Customer Service representatives, evaluated employee performance, and identified goal achievers, skillfully documented performance including disciplinary action, and composition of Employee Counseling Records, responsible for assessment and delivery of employee Performance and Development summaries.
- I want you to know that I enhanced customer satisfaction by addressing and resolving escalated concerns in a timely manner.
- Streamlined call center operations for increased efficiency by implementing effective team training programs.
- Maintained high-quality service standards with focused employee coaching and performance evaluations.
- Reduced employee turnover through the development of a supportive team culture and clear communication channels.
- Collaborated with cross-functional teams to implement company-wide initiatives for enhanced customer experience.
- Developed strong relationships with key clients through proactive account management and excellent communication skills.
- Ensured adherence to regulatory guidelines and company policies through regular quality assurance audits of call center agents'' interactions.
- Spearheaded process improvements that led to a significant reduction in call resolution times, increasing customer satisfaction rates.
- Mentored and developed high-performing team members for career advancement within the organization.
- Championed change management initiatives, fostering a culture of continuous improvement among team members.
- Delivered consistent results by setting clear expectations and holding staff accountable for meeting performance goals.
- Managed vendor relationships to ensure seamless integration of third-party services into daily operations without compromising customer experience levels.
- Promoted from Customer Service Representative to Supervisor after demonstrating exceptional leadership skills and commitment to organizational success over two years of service at the company's Call Center Operations Department.
- Promoted from Customer Service Representative to Supervisor after demonstrating exceptional leadership skills and commitment to organizational success over two years of service at the company's Call Center Operations Department.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Applied best practices in customer service, sales, and employee management to exceed organizational goals.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Created customer support strategies to increase customer retention.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Developed new employees and ongoing performance assessments of current employees.
- Established performance and service goals and held associates accountable for individual performance.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Evaluated interactions between associates and customers to assess personnel performance.
- Worked with providers to define quality metrics and outcome reporting process.
- Resolved issues through active listening and open-ended questioning, escalating major problems to the manager.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Established effective communication channels for staff to share feedback, leading to innovative solutions and increased job satisfaction.
- Upheld a high standard of professionalism and empathy in all customer interactions, serving as a role model for team members.
- Improved customer satisfaction scores through the application of superior conflict resolution and problem-solving skills.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Kept a high average of performance evaluations.
- Built a highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Completed bi-weekly payroll for 60 employees.
Customer Service Representative
Agero Roadside Assistance Arise platform
03.2021 - 04.2022
- Provided Roadside Assistance to Customers, performed data entry for customer information, set up client appointments, performed customer service surveys, provided policy and service information, assisted customers with a warm and professional attitude, managed client records, answered general questions, answered calls from customers and clients, resolved customer information and complaints, responded to claim inquiries.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Actively listened to customers, handled concerns quickly, and escalated major issues to supervisor.
- Answered a constant flow of customer calls with minimal wait times.
Retail Merchandiser
Acosta Sales & Marketing
12.2019 - 04.2022
- Planograms, Promotion Displays, Vendor inventory consultant for Johnson and Johnson, Procter & Gamble, etc., help maintain merchandise sales in Walmart locations.
- Boosted customer satisfaction by creating visually appealing and strategically organized merchandise displays.
- Enhanced store sales through effective product placement and targeted promotions.
- Streamlined inventory management with accurate tracking and timely reordering of products.
- Arranged consistent shelves, bins, and racks at 4 locations by following established planograms.
Senior Care Coordinator
Concierge Home Care
12.2020 - 02.2022
- Scheduling Care Givers for Clients, working with teams to bring in potential senior prospects in need, working with Senior Clients and their families to enhance the utmost care, and working with Senior Care Facilities in the Daytona/Orlando areas.
- Collaborated with various healthcare departments to optimize senior care resource allocation and utilization.
- Established strong relationships with patients and families, fostering trust and open communication regarding their care needs.
- Developed comprehensive assessments to accurately identify patients'' unique needs and preferences for personalized care planning.
- Maintained detailed records of patient progress, facilitating accurate reporting and efficient information sharing within the team.
- Advocated for clients'' rights within the healthcare system, ensuring they received appropriate levels of attention from relevant professionals during their journey through different stages of disease progression.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration, and general liability.
Remote Customer Service Representative
Intuit
01.2019 - 05.2021
- Managed customer accounts, conducted customer service surveys, resolved customer issues, worked remote call center, collected and documented orders, responded to inquiries and issues, responsible for troubleshooting applications.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating the company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
- Answered a constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues determined and mined the root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, and handled time, and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing, and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection, and handling ordering functions.
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promptly responded to inquiries and requests from prospective customers.
- Sought ways to improve processes and services provided.
- Promoted available products and services to customers during service, account management, and order calls.
- Managed timely and effective replacement of damaged or missing products.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Customer Service Representative
Live Ops
10.2018 - 01.2021
- Assisted customers with questions, interacted with customers through live chat, kept records of customer complaints, handled emails, inbound calls, and outbound calls, managed customer accounts, handled billing issues and order inquiries.
Customer Service Representative
Walgreens Boots Alliance
10.2018 - 01.2021
- Assisted customers with a warm and professional attitude, processed orders, exchanges, refunds, and customer transactions, assisted customers with questions, interacted with customers through live chat, kept records of customer complaints, handled emails, inbound calls, and outbound calls, booked appointments, managed customer accounts, assisted with technical support duties, handled billing issues and order inquiries.
Store Manager
Walgreen Co
08.1992 - 03.2018
- Sales and Profit - Front End and Pharmacy, customer service, inventory and shrink control, ordering of basic merchandise, ad and promotional, merchandising, hiring of store staff and assistant manager interviewing for district manager, hiring and scheduling of store staff, training store manager for new assistant managers and promoted EXAS, worked directly with district manager on in-store operations, group leader for group sheet ordering and ad bulletins, new store opening coordinator working with merchandiser and district training supervisor in a new market, mentoring EXA and assistant managers with merchandising, sale and profit goals as well as communication with store staff, maintain in-stock and clean store condition, team member leadership training and developing, customer, patient, and team member engagement, working closely with the chamber of Volusia County on marketing our company through workshops and community events, working with the seniors through outreach events and immunization clinics.
Education
Some College - Business Administration
Dutchess Community College Business Administration
Poughkeepsie, NY06.1983
High school diploma or GED - Retail
Roy C Ketchum High School
Wappingers Falls, NY06.1979
Skills
- Team Leadership & Training
- Time & Behavior Management
- Community Outreach & Service
- Operations Management
- Cross-functional Team Coordination
- Conflict & Dispute Resolution
- Policy & Procedure Administration
- Vendor Relationships
- Counseling & Coaching
- Pharmacy Operations Management
- State Certified Pharmacy Technician
- Photoshop adobe P
- Adobe PDF Creator
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft Publisher
- Team member and Patient Engagement Leadership
- Delegation
- Great Communicator
- Detail and Action Orientated
- Pharmacy Technician Experience
- Human Resources
- Assistant Manager Experience
- Typing
- Management
- Merchandising
- Sales
- Customer service
- Microsoft Office
- Phone etiquette
- Performance management
- Retail sales
- Store management
- Recruiting
- Interviewing
- Microsoft Outlook
- Change Management
- Strategic Planning
- Administrative Experience
- English
- Live Chat
- Cold Calling
- Technical Support
- Process Improvement
- Payroll
- Leadership
- Planograms
- Account Management
- CRM Software
- Help Desk
- Conflict Management
- Software Troubleshooting
- Salesforce
- Microsoft Windows
- Pricing
- Desktop Support
- Home care
- Medical scheduling
- Employee Orientation
- Computer Operation
- Organizational Skills
- Inventory Control
- Schedule management (10 years)
- Multi-line phone systems
- Negotiation
- Upselling
- VPN
- Search engines
- Customer support
- Front desk
- Google Docs
- Communication skills
- Network Support
- Remote Access Software
- Operating Systems
- Windows
- Computer networking
- Supervising experience
- Call center (5 years)
- Coaching and Mentoring
- Call center experience
- Escalation management
- Complaint Handling
- CRM software proficiency
- Staff Mentoring
- Report Preparation
- Team Management
- Customer Relations
- Performance Management
- Administrative Management
- Active Listening
- Effective Communication
- Teamwork and Collaboration
- Project Coordination
- Team building
- Motivational Leadership
- Decision-Making
- Professionalism
- Support Services
- Staff Development and Training
- Multitasking and Organization
- Written Communication
- New Hire Orientation
- Problem-solving abilities
- Customer Service
- Policy Implementation
- Payroll and budgeting
- Interpersonal Communication
- Account Updates
- Multitasking
- Customer Service Management
- Problem-Solving
- Handling Complaints
Assessments
- Sales skills, Proficient, 04/2021, Influencing and negotiating with customers
- Sales skills, Proficient, 10/2021, Influencing and negotiating with customers
- Recruiting, Proficient, 11/2021, Managing the candidate sourcing and selection process
- Customer focus & orientation, Proficient, 07/2021, Responding to customer situations with sensitivity
Timeline
Customer Care Center Supervisor
Adecco
02.2022 - Current
Customer Service Representative
Agero Roadside Assistance Arise platform
03.2021 - 04.2022
Senior Care Coordinator
Concierge Home Care
12.2020 - 02.2022
Retail Merchandiser
Acosta Sales & Marketing
12.2019 - 04.2022
Remote Customer Service Representative
Intuit
01.2019 - 05.2021
Customer Service Representative
Live Ops
10.2018 - 01.2021
Customer Service Representative
Walgreens Boots Alliance
10.2018 - 01.2021
Store Manager
Walgreen Co
08.1992 - 03.2018
Some College - Business Administration
Dutchess Community College Business Administration
High school diploma or GED - Retail
Roy C Ketchum High School