Diligent customer service supervisor with 10+ years of experience in call center management and team leadership. Proven track record in enhancing employee performance through effective coaching and managing operational metrics. Skilled in communication, Excel, and Microsoft Office, with a strong focus on improving customer satisfaction and team efficiency. Committed to fostering a collaborative work environment and driving operational success. Authorized to work in the US for any employer
Open To Work
Hi, I’m
Maria Jennings
Middleburg,FL
Summary
Overview
32
years of professional experience
Work History
Sutherland Global Logistics LLC
Team Manager
09.2024 - Current
Job overview
- Monitored calls for quality assurance purposes, providing feedback and coaching to improve representative performance
- Supervised a team of 22 customer service representatives in a high-volume call center environment
- Created and maintained standard operating procedures for the call center, ensuring consistent and efficient handling of customer inquiries and complaints
- Collaborated with cross-functional teams to identify process improvements and implement solutions that enhanced the customer experience
- Managed escalated customer issues, resolving complex problems while maintaining a high level of professionalism and empathy
- Conducted regular team meetings to communicate updates, share best practices, and address any concerns or challenges faced by the team members
- Analyzed call data reports to identify trends, areas for improvement, and opportunities for additional training or coaching
- Worked closely with workforce management team to ensure optimal staffing levels based on call volume forecasts
- Led initiatives to reduce average handle time without compromising quality or customer satisfaction levels by implementing streamlined processes and providing targeted training sessions on effective communication techniques
- Assisted in hiring process by conducting interviews, evaluating candidates' skills against job requirements
- Provided ongoing coaching & mentoring support including side-by-side monitoring & feedback sessions
- Ensured compliance with company policies & procedures regarding privacy regulations
- Maintained up-to-date knowledge of product features & benefits as well as industry trends
- Implemented call center software upgrades to improve efficiency and enhance the customer experience
- Conducted regular performance evaluations for team members, providing constructive feedback and setting goals for improvement
- Managed scheduling of staff shifts, ensuring adequate coverage during peak call volume periods
- Mentored new hires, providing training on company policies, procedures, and best practices for delivering exceptional customer service
Incomm/FIS
Customer Service Supervisor
08.2013 - 09.2024
Job overview
- Managed a team of 26 customer service representatives, providing guidance and support to ensure high-quality customer interactions
- Collaborated with cross-functional teams to identify process improvements and implement solutions that enhanced the overall customer experience
- Led weekly team meetings to communicate updates, provide coaching, and address any concerns or challenges faced by the team members
- Monitored incoming calls and conducted regular quality assurance checks to ensure adherence to company policies and procedures
- Created comprehensive training materials for new hires, ensuring consistent onboarding processes across the department
- Resolved escalated customer issues promptly and effectively, maintaining a high level of professionalism at all times
- Analyzed data from customer feedback surveys to identify trends and areas for improvement within the customer service department
- Conducted regular performance evaluations for team members based on established criteria, providing constructive feedback for growth opportunities
- Collaborated with other supervisors on scheduling optimization efforts that ensured adequate coverage during peak hours while minimizing overtime costs
- Assisted with hiring process by conducting interviews and participating in candidate selection decisions
- Developed and maintained departmental policies and procedures to ensure consistency and compliance with company standards
- Managed customer escalations by providing timely resolution and ensuring customer satisfaction
- Mentored and coached team members to enhance their skills, performance, and career development opportunities
- Conducted regular team meetings to communicate updates, share best practices, and foster a collaborative work environment
- Monitored call recordings for quality assurance purposes, providing feedback and coaching as needed
Convergys
Sales Representative
08.2011 - 02.2013
Job overview
- Collaborated with cross-functional teams to develop customized solutions for clients' specific needs
- Provided exceptional customer service throughout the entire sales process, ensuring high levels of customer satisfaction
- Managed a large portfolio of accounts, consistently meeting or exceeding monthly sales quotas
- Built rapport with customers through active listening and understanding their unique needs
- Participated in regular training sessions to enhance product knowledge and improve selling techniques
- Responded promptly to inquiries from potential customers via phone calls or emails
- Attended weekly sales meetings to discuss progress, share best practices, and receive feedback
First Source
Credit Card Collections Specialist
10.2010 - 08.2011
Job overview
- Implemented effective strategies to reduce delinquency rates and improve overall collection performance
- Negotiated payment arrangements with customers to resolve outstanding debts and prevent further escalation
- Utilized skip tracing techniques and tools to locate debtors and initiate contact for repayment
- Developed strong relationships with clients by providing excellent customer service during the collections process
- Maintained accurate records of all collection activities, including phone calls, emails, and correspondence
Killeen Independent School District
Safety aide and Kitchen Aide
02.2005 - 06.2010
Job overview
- Prepared and cooked a variety of dishes according to recipes, ensuring high quality and consistency
- Managed food inventory, minimizing waste and optimizing ingredient usage
- Maintained cleanliness and organization in the kitchen area, adhering to health and safety standards
- Collaborated with team members to ensure smooth operation during busy periods
- Followed proper food handling procedures to prevent contamination or spoilage
- Operated kitchen equipment such as grills, ovens, fryers, etc., ensuring their proper functioning
- Adapted quickly to changes in menu items or customer preferences while maintaining efficiency
- Trained new kitchen crew members on cooking techniques, safety protocols, and standard operating procedures (SOPs)
- Ensured compliance with all sanitation regulations by regularly cleaning workstations and utensils
- Assisted in the preparation of mise en place (preparation tasks) before service hours
- Worked efficiently under pressure during peak hours while maintaining attention to detail
- Served as a reliable support system for other team members during busy shifts
- Demonstrated strong teamwork skills by assisting colleagues whenever necessary
- Maintained a positive attitude even during challenging situations, ensuring a harmonious work environment
- Followed all safety protocols and guidelines to prevent accidents or injuries in the kitchen
Sunsations Sunglass & Optical
Assistant Manager Sales
06.1995 - 01.1998
Job overview
- Monitored inventory levels and implemented effective replenishment strategies to minimize stockouts and maximize sales opportunities
- Analyzed sales data and market trends to identify areas for improvement and implement targeted action plans
- Provided exceptional customer service by addressing inquiries, resolving issues, and ensuring customer satisfaction
- Trained new hires on product knowledge, sales techniques, and company policies to enhance their performance
- Conducted performance evaluations for sales associates, providing constructive feedback for professional growth
- Managed the daily operations of the sales floor, including opening/closing procedures, cash handling, and visual merchandising standards adherence
- Created weekly/monthly reports on key performance indicators (KPIs) such as sales targets achievement rate, average transaction value (ATV), conversion rate etc
Payless Drugs
Cashier/Customer Service
08.1993 - 11.1995
Job overview
- Provided exceptional customer service by greeting customers, answering inquiries, and resolving complaints in a timely manner
- Maintained a clean and organized checkout area, ensuring a positive shopping experience for customers
- Operated cash register and handled cash transactions with precision, maintaining 100% accuracy in balancing daily sales
- Assisted with inventory management by monitoring stock levels and notifying management when products needed to be replenished
- Cultivated strong relationships with regular customers through personalized interactions and remembering their preferences
- Collaborated with team members to ensure smooth operations during peak hours, effectively managing long queues and minimizing wait times for customers
- Demonstrated excellent problem-solving skills by quickly resolving issues related to pricing discrepancies or product availability
- Trained new cashiers on proper procedures for handling cash transactions and providing exceptional customer service
- Maintained knowledge of current promotions, discounts, and loyalty programs to inform customers about potential savings opportunities
- Handled returns and exchanges efficiently while adhering to company policies regarding refunds or store credits
- Investigated discrepancies in cash register balances at the end of each shift, identifying errors promptly for accurate reporting purposes
- Demonstrated proficiency in operating various types of POS systems including scanning barcodes, processing credit card payments, applying discounts or coupons
- Praised by supervisors for consistently meeting or exceeding sales targets through upselling techniques
- Leveraged active listening skills to understand customer needs accurately before offering appropriate solutions or recommendations
- Maintained confidentiality when handling sensitive information such as credit card details or personal identification numbers
- Collaborated with the loss prevention team to identify and prevent fraudulent activities, ensuring a secure shopping environment for customers
- Managed cash register float by accurately counting money at the beginning and end of each shift
- Served as a subject matter expert on product knowledge, providing accurate information to assist customers in making informed purchasing decisions
Education
Hunter High SchoolWest Valley City, UT
High School Diploma from Computers
01.1994
University Overview
Skills
- Microsoft Office
- Call center experience
- Supervising experience
- Call center management
- Microsoft Word
- Analysis skills
- Microsoft Excel
- Time management
- Management
- Leadership
- Computer skills
- Customer support
- Organizational skills
- Microsoft Outlook
- Call Center
- Team management (10 years)
- Account management
- Team Lead
- Coaching
- Sales
- Customer Care
- Microsoft PowerPoint
- English
- Customer Service
Awards
Awards
Star Employee, December 2012, My stats were exceeding and was rewarded 50.00 gift card., Star Employee, November 2012, All my stats were exceeding and I received 100.00 gift card., 100% Quality, January 2011, Received certificate for 100% on my quality call., Employee of the Month, August 1994, I received employee of the month for my outstanding work and dedication to the job.Additional Information
Additional Information
- SKILLS
- TYPING Intermediate
- Cashiering Intermediate
- Customer Care Intermediate
Work Preference
Work Type
Full TimeLocation Preference
RemoteTimeline
Team Manager
Sutherland Global Logistics LLC
09.2024 - Current
Customer Service Supervisor
Incomm/FIS
08.2013 - 09.2024
Sales Representative
Convergys
08.2011 - 02.2013
Credit Card Collections Specialist
First Source
10.2010 - 08.2011
Safety aide and Kitchen Aide
Killeen Independent School District
02.2005 - 06.2010
Assistant Manager Sales
Sunsations Sunglass & Optical
06.1995 - 01.1998
Cashier/Customer Service
Payless Drugs
08.1993 - 11.1995
Hunter High School
High School Diploma from Computers