Summary
Overview
Work History
Education
Skills
Timeline
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Nikki S. Shofner

Flower Mound,TX.

Summary

Accomplished Supervisor focused on meeting customer expectations and achieving company goals. Drives success by directing high-producing teams while developing lasting employee rapport. Exceptional knowledge of cost-reduction methods and streamlining production processes.

Overview

21
21
years of professional experience

Work History

Supervisor

Peloton
Plano, Tx
05.2021 - 02.2022
  • Processing payroll in MyTime, monitoring calls, reviewing chats and emails, providing daily and/or weekly feedback, attending and scheduling meetings, creating an effective and fun work environment, communicating effectively, running reports that contain agent metrics such as, CSAT, SPPH, QA, ACW, and adherence, reporting to upper management, doing corrective actions, working closely with HR, approving/denying PTO, Sick Time, and FTO, working with Workforce Management, adjusting schedules, reviewing CSAT/DSAT Feedback and sharing it with the direct team lead and agents, and other duties as assigned.
  • Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
  • Set overall vision and provided team leadership.
  • Performed annual evaluations and reviews for large staff of employees.
  • Worked with management team to implement proper division of responsibilities.
  • Maintained compliance with company policies, objectives and communication goals.
  • Provided supportive link between external customers and internal operations.
  • Interviewed, hired and trained new employees for production positions.

Remote Supervisor

Inktel
Miami, FL.
10.2020 - 05.2021
  • Processing payroll in Ultipro for 1099 Agents, monitoring calls and coaching agents, creating a fun and positive work environment, communicating effectively with the upper management and agents, interviewing agents, hiring agents, terminating agents, ensuring agents are adhering to their schedules, calling customers who didn’t receive World Class Customer Service, scheduling team huddles, attending training classes, resolving conflict, running CSAT/AHT/AUX/Attendance reports sharing the data with upper management, and calling dissatisfied customers to see how we can make things better.
  • Actively listened to customers' requests, confirming full understanding before addressing concerns
  • Exceeded goals through effective task prioritization and great work ethic
  • Developed and maintained courteous and effective working relationships
  • Carried out day-day-day duties accurately and efficiently
  • Maintained energy and enthusiasm in fast-paced environment
  • Participated in team-building activities to enhance working relationships
  • Used critical thinking to break down problems, evaluate solutions and make decisions
  • Prepared a variety of different written communications, reports and documents to ensure smooth operations
  • Demonstrated respect, friendliness and willingness to help wherever needed
  • Worked flexible hours; night, weekend, and holiday shifts

Operations Manager

Wisteria
Farmers Branch, TX
02.2018 - 08.2020
  • Creating an effective and positive work environment, managing reports
  • Making sure the department didn’t exceed our budget
  • Coaching employees on performance deficiencies and documenting as required
  • Being a proactive problem solver.
  • Holding meetings to communicate company and/or department changes, I
  • Signing off on corrective actions
  • Managing reports
  • Communicating with our Warehouse Manager when there were discrepancies
  • Monitoring employees attendance
  • Signing off on payroll after ensuring all of the time was entered correctly
  • Trained, motivated, and supported leadership
  • Provided input of ideas for continual process improvements as well as implementation of new processes
  • Investigated and resolved departmental non-conformances
  • Implemented ticket tracking system and worked with team to create customized system for improved tracking and logging of work issues
  • Advanced productivity KPIs by leading trainings on procedures and safety practices
  • Set, enforced and optimized internal policies to maintain responsiveness to demands
  • Reviewed shift reports to understand current numbers and trends
  • Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches
  • Interviewed and hired strong candidates for team openings, job boards and social media to find applicants

Customer Advocacy Supervisor/Interim Operation Manager

Lennox
Richardson, TX
05.2015 - 02.2018
  • Replying to inbound emails from customers and making outbound calls as needed
  • Training Premier Customers on new equipment and parts
  • Being the first point of contact for Premier Customers, so they didn’t have to call into the general queue
  • Working with the warehouse
  • Maintaining and establishing great relationships with the owners and employees of all Premier Customers, and ensuring that my customers received goods without any manufacturing issues
  • Coaching team members when needed
  • Training new employees
  • Working closely with leadership as well as supporting them
  • Doing side by sides
  • Ensuring that all KPIs were being met
  • Creating a positive work environment
  • Monitoring expenses
  • Supporting company’s policies
  • Preparing corrective actions when necessary
  • Managing KPI and Expense reports
  • Turning in payroll and ensuring that the employee’s time is accurate.
  • Resolved problems, improved operations and provided exceptional service
  • Proved successful working within tight deadlines and fast-paced atmosphere
  • Developed and implemented performance improvement strategies and plans to promote continuous improvement
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
  • Maintained energy and enthusiasm in fast-paced environment
  • Used Microsoft Word and other software tools to create documents and other communications
  • Prepared a variety of different written communications, reports and documents to ensure smooth operations
  • Carried out day-day-day duties accurately and efficiently
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately

Level 3 Technical Support Supervisor/Manager

Microsoft
Las Colinas, TX
07.2003 - 04.2015
  • Replying to inbound emails from customers and making outbound calls (as needed)
  • Working closely with other departments to ensure customer needs were being met
  • Reviewing CSATS/DSATS
  • Helping agents meet and exceed their monthly goals
  • Coaching agents when metrics weren't being met
  • Interviewing potential employees
  • Processing payroll
  • Handling escalated tickets
  • Delegating assignments to agents as required
  • Ensuring KPIs were being met
  • Communicating effectively
  • Doing corrective actions including termination when necessary
  • Supporting supervisors and team leads, as well as other managers (in their absence).
  • Accomplished multiple tasks within established timeframes
  • Onboarded new employees with training and new hire documentation
  • Approved regular payroll submissions for employees
  • Established and updated work schedules to account for changing staff levels and expected workloads
  • Maximized performance by monitoring daily activities and mentoring team members
  • Evaluated employees' strengths and assigned tasks based upon experience and training
  • Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement
  • Propelled continuous improvements and strategically capitalized on current market trends
  • Delivered feedback to decision-makers regarding employee performance and training needs
  • Applied customer feedback to develop process improvements and support long-term business needs
  • Evaluated report data to proactively adjust and enhance operations

Technical Support Rep I,II,III, Supervisor/Quality Assurance Analyst

Verio NTT
Dallas, TX
09.2000 - 06.2003
  • Providing assistance to all customers over the phone (inbound calls), working with local Telco’s, escalating to Level 4 Support, if I couldn't resolve issue within SLA
  • Attempted to duplicate customer issues on our end
  • Communicating effectively with my team and customers regarding outages
  • Troubleshooting Tier 1s, Tier 2s and Tier 3s
  • Resetting email passwords, adding new email addresses to accounts, updating customer information
  • Assisted the trainer with new hires, monitored calls and provided feedback to agents and managers
  • Helped agents achieve their goals, by doing side by sides and training, created training manuals on building rapport with customers,
  • Stepped in as a lead when management went into meetings
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Collaborated with colleagues in both domestic and international support facilities.
  • Used ticketing systems to manage and process support actions and requests.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Reviewed project requirements to uncover bugs and vulnerabilities and help maintain project schedule.

Education

Associate of Arts -

Toni & Guy Hairdressing Academy
06.2011

Some College (No Degree) -

University of Oklahoma
Norman, OK

Skills

  • Priority management
  • Inventory oversight
  • Project Management
  • Staff Management
  • Training and mentoring
  • Team Building
  • Operations management
  • Budgeting
  • Self-Motivated
  • Business planning

Timeline

Supervisor

Peloton
05.2021 - 02.2022

Remote Supervisor

Inktel
10.2020 - 05.2021

Operations Manager

Wisteria
02.2018 - 08.2020

Customer Advocacy Supervisor/Interim Operation Manager

Lennox
05.2015 - 02.2018

Level 3 Technical Support Supervisor/Manager

Microsoft
07.2003 - 04.2015

Technical Support Rep I,II,III, Supervisor/Quality Assurance Analyst

Verio NTT
09.2000 - 06.2003

Associate of Arts -

Toni & Guy Hairdressing Academy

Some College (No Degree) -

University of Oklahoma

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Nikki S. Shofner