Summary
Overview
Work History
Education
Skills
Timeline
Generic

Mary Purcell

Sound Beach

Summary

Results-driven Customer Service Supervisor recognized for excellence in problem-solving and customer engagement. Achieved significant improvements in service quality by implementing effective training programs, leading to increased customer satisfaction. Expertise in call monitoring and strategic decision-making fosters a high-performing team culture.

Overview

16
16
years of professional experience

Work History

Customer Service Supervisor

Liberty Moving & Storage
04.2022 - 09.2025
  • Assisted team in resolving customer inquiries and complaints effectively.
  • Learned operational procedures to enhance customer service delivery.
  • Facilitated onboarding sessions for new employees on service protocols.
  • Monitored daily customer interactions to ensure quality standards were met.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Coached employees through day-to-day work and complex problems.
  • Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
  • Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
  • Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
  • Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.

Receptionist/Customer Service/ Assistant Manager

SD Truck Springs
12.2009 - 11.2023
  • Managed front desk operations, ensuring smooth visitor check-ins and effective communication.
  • Coordinated appointment scheduling, optimizing calendar management for multiple staff members.
  • Processed incoming calls and inquiries, providing accurate information and support to clients.
  • Maintained organized filing systems, improving accessibility of client records and documents.
  • Utilized multi-line phone systems to prioritize urgent requests and streamline communication flow.
  • Implemented office supply inventory tracking, reducing shortages and enhancing efficiency in procurement.
  • Resolved customer problems and complaints.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Enhanced customer satisfaction by providing timely and accurate information regarding products and services.
  • Developed training materials that facilitated knowledge transfer among staff on best practices for customer engagement.
  • Mentored junior representatives, fostering a collaborative environment focused on continuous improvement.

Education

Business Administration And Management

Suffolk County Community College
Selden, NY

Regents

Sachem High School
Ronkonkoma, NY
06.1993

Skills

  • Problem-solving
  • Time management
  • Customer service
  • Multitasking and organization
  • Decision-making
  • Training and mentoring
  • Customer relations
  • Call monitoring
  • MS office
  • Delegating work

Timeline

Customer Service Supervisor

Liberty Moving & Storage
04.2022 - 09.2025

Receptionist/Customer Service/ Assistant Manager

SD Truck Springs
12.2009 - 11.2023

Business Administration And Management

Suffolk County Community College

Regents

Sachem High School

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