Mildred Smith
Chesapeake,VA
Summary
Dynamic customer service leader with extensive call center experience and a strong focus on team collaboration and achieving results. Skilled in call monitoring and managing team performance. Reliable and adaptable ensuring seamless operations and customer satisfaction in energetic environment. Prepared to lead and support team to meet and exceed goals.
Overview
11
11
years of professional experience
Work History
Customer Service Supervisor
City Of Chesapeake
02.2018 - Current
- Supervise daily operations of customer service call center and payment center, ensuring adherence to the city's CARES standards and company policies.
- Supervise team of 14 customer service professionals to enhance service quality and efficiency.
- Manage scheduling and workflow of customer service team to optimize resource allocation.
- Conduct performance evaluations, providing constructive feedback to foster professional growth among team members.
- Resolve complex customer issues escalated by team members, demonstrating strong problem-solving skills and leadership capabilities.
- Promote a positive work environment through open communication channels, fostering team collaboration and high morale.
- Facilitate team huddles and meetings to review schedule changes, share new information, and discuss performance metrics and progress while identifying challenges and providing feedback.
- Actively support customer service team by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Identify customer service trends to provide recommendations for process and procedural improvements.
- Monitor and analyze call center metrics to identify trends and implement process improvements.
- Hire, manage, develop and provide training for new team members.
- Develop and maintain performance reports to track team productivity and efficiency.
Customer Service Clerk III
City Of Chesapeake
11.2015 - 03.2018
- Served as backup to Customer Service Supervisor.
- Supported and collaborated with Customer Service Supervisor to address and resolve escalated issues and other tasks as assigned, promptly and professionally.
- Assisted with implementing process improvements, increasing operational efficiency and customer satisfaction ratings.
- Supervised team of 10-12 customer service professionals to enhance service quality and efficiency.
- Contributed to a positive work environment through effective communication and teamwork among colleagues.
- Coached employees through day-to-day work and complex problems.
- Conducted performance evaluations, providing constructive feedback to foster professional growth among team members.
- Resolved escalated customer complaints with empathy and professionalism, ensuring satisfactory resolutions.
- Monitored and balanced cash drawers in multiple checkout stations, prepared daily bank deposit, and maintained adequate cash supply.
- Balanced multiple tasks simultaneously while maintaining composure under pressure during peak hours or challenging situations.
Back Office Assistant
City Of Chesapeake
10.2014 - 11.2015
- Coordinated communication between divisions and teams within department to ensure timely information flow.
- Collaborated closely with other administrative staff members to ensure seamless coordination of essential back-office functions.
- Maintained organized filing systems for easy access to critical documents.
- Assisted in training new staff on office procedures and software tools.
- Maintained an organized inventory system of office supplies, ensuring adequate stock levels at all times.
- Supported human resources functions such as recruitment coordination, administering tests and issuing declination letters.
- Resolved administrative issues by collaborating with team members proactively.
- Contributed to a positive work environment by participating in team-building activities and fostering camaraderie among colleagues.
Education
Business
Tidewater Community College
Portsmouth, VASecretarial Studies
King's College
Charlotte, NCSupervisory Certificate Program
City of Chesapeake
Chesapeake, VA01-2016
Skills
- Team Leadership
- Customer Service Focus
- Performance Management
- Collaborative Teamwork
- Quality assurance in call monitoring
- Data reporting proficiency
- Coaching and mentoring
- Staffing and scheduling
Timeline
Customer Service Supervisor
City Of Chesapeake
02.2018 - Current
Customer Service Clerk III
City Of Chesapeake
11.2015 - 03.2018
Back Office Assistant
City Of Chesapeake
10.2014 - 11.2015
Business
Tidewater Community College
Secretarial Studies
King's College
Supervisory Certificate Program
City of Chesapeake
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