Summary
Overview
Work History
Education
Skills
Timeline
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Margo Walker

Aubrey,TX

Summary

Seasoned support professional. Experienced with metrics and guidelines related to employee performance. History of working with demanding customer needs and resolving difficult situations. Ability to facilitate communication with peers and outside departments.


Overview

23
23
years of professional experience

Work History

Sr. Customer Service Supervisor

LIBERTY MUTUAL INSURANCE COMPANY
Dallas, Texas
11.2014 - 03.2022
  • Managed complex transactional and emotional customer situations promptly and professionally while meeting service commitments.
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.

Customer Support Supervisor

Cowboy Bail Bonds
Dallas , Texas
05.2013 - 01.2015
  • Verified accurate data entry and maintenance of information in SAP CRM system.
  • Enforced adherence to legal and company policies and procedures and reported to management related gaps in training or compliance.
  • 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.
  • Empowered and motivated employees via regular feedback to team members.

Service and Support Analyst

Verizon Telecommunications
Plano , Texas
04.1999 - 05.2013
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Addressed user customer service concerns and decided when to escalate problems to specialist team members.

Education

High School Diploma -

WH Adamson Highschool
Dallas, TX

Associate of Arts - Business

Cedar Valley College
Lancaster, TX

Skills

  • Maximizing Coverage
  • Staff Training
  • Handling Escalations
  • Issue Resolution

Timeline

Sr. Customer Service Supervisor

LIBERTY MUTUAL INSURANCE COMPANY
11.2014 - 03.2022

Customer Support Supervisor

Cowboy Bail Bonds
05.2013 - 01.2015

Service and Support Analyst

Verizon Telecommunications
04.1999 - 05.2013

High School Diploma -

WH Adamson Highschool

Associate of Arts - Business

Cedar Valley College

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Margo Walker