Natasha Wood
Anna,TX
Summary
At Liquidity Services Inc., I am a resourceful Customer Service Supervisor, known for productive and efficient task completion. Specialize in conflict resolution, customer relationship management, and operational improvement. Proficient in communication, leadership, and problem-solving to enhance team performance and customer satisfaction.
Overview
11
11
years of professional experience
Work History
Customer Service Supervisor
Liquidity Service Inc
Garland, Texas
05.2014 - Current
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Developed work schedules according to budgets and workloads, covering priority tasks.
- Recruited qualified personnel when needed for open positions within the department.
- Delegated duties to my team to respond to phone and online customer service requests within the designated turnaround time to improve customer satisfaction ratings.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Provided day-to-day leadership to cultivate environment that exemplified company values.
- Assisted in developing training materials for new hires as well as existing employees.
- Created reports on daily, weekly, monthly basis related to customer service activities.
- Managed team of customer service representatives to ensure high-quality support.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Issued work schedules, duty assignments and deadlines for office or administrative staff.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
- Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
- Assessed team member performances by delivering one-on-one coaching to promote better service.
- Interviewed, hired and trained staff to meet company objectives.
- Guided employees in handling difficult or complex problems.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
- Delegated work to staff, setting priorities and goals.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Answered phone calls and responded to questions and concerns.
- Recruited, interviewed and selected employees to fill vacant roles.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
Education
Associate of Science - Business Administration And Management
El Centro College
Dallas, TXSkills
- Complaint resolution
- Employee schedule management
- Positive and constructive feedback
- Team productivity
- Active listening
- Decision-making
- Problem-solving
- Team building and leadership
Affiliations
In my spare time I like to decorate and design my home with new looks and colors. I enjoy art and fashion. I also work out regularly and enjoy boxing and MMA.
Accomplishments
- I've been in leadership for over 6 years. Working my way up from administrative agent, to lead of customer support, to supervisor.
Languages
English
Professional
References
References available upon request.
Timeline
Customer Service Supervisor
Liquidity Service Inc
05.2014 - Current
Associate of Science - Business Administration And Management
El Centro College
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