Nadine Shuckerow
Coventry
Summary
Results-driven Call Center Supervisor focused on developing and leading exceptional call center teams. Motivational leader with a strong record of success in the field.
Overview
12
12
years of professional experience
Work History
Call Center Supervisor
Automated Health Systems
02.2023 - Current
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Maximized employee retention, fostering a supportive work environment and offering growth opportunities.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Completed weekly payroll for over 40 employees.
Lead Customer Service Representative
Automated-Health Systems
07.2022 - 02.2023
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Maintained high-quality standards by regularly monitoring calls and providing constructive feedback to team members.
- Successfully managed multiple priority tasks while maintaining excellent attention to detail under specific deadlines.
- Continuously sought opportunities for professional development and stayed current with industry trends to enhance job performance.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
Customer Service Representative
Automated-Health Systems
10.2020 - 07.2022
- Manage large amounts of incoming calls
- Identify and assess customers questions and preferences to attain satisfaction.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- 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.
Front Desk/Receptionist
Paul Mitchell the School of RI
05.2019 - 03.2020
- Greet clients, checked them in, and directed them appropriately
- Answer incoming calls to schedule appointments and make outbound calls as necessary
- Keep area tidy and presentable
- Maintaining telecommunications systems
- Properly maneuvering through computer systems to correctly make appointments
Cashier/Shift Manager
McDonald’s
08.2012 - 09.2019
- Front end cashier/cash handling and maintaining a clean workspace
- Deliver prompt friendly customer service and resolve customer complaints
- Excellent knowledge of food prep and hygiene procedures
- Recording inventory and cash drawers at the end of the day
- Contributed to exceeding standards for indoor cleanliness and quality checks
Education
Diploma -
Exeter West-Greenwich Regional High School
Skills
- Special Assignments
- Call Center Strategy
- Information Tracking
- Constructive Feedback
Timeline
Call Center Supervisor
Automated Health Systems
02.2023 - Current
Lead Customer Service Representative
Automated-Health Systems
07.2022 - 02.2023
Customer Service Representative
Automated-Health Systems
10.2020 - 07.2022
Front Desk/Receptionist
Paul Mitchell the School of RI
05.2019 - 03.2020
Cashier/Shift Manager
McDonald’s
08.2012 - 09.2019
Diploma -
Exeter West-Greenwich Regional High School
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