Pamela Smith
Rockledge,Florida
Summary
Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals. Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Supervisor
Brevard County Tax Collector's Office
09.1989 - 12.2022
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
- Achieved results by working with staff to meet established targets.
- Maintained compliance with company policies, objectives, and communication goals.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Identified unsafe or unhealthful workplace conditions or hazards to enforce safe work practices and procedures.
- Boosted team performance by developing customer service training materials and conducting service training.
- Developed and implemented customer service policies to enhance satisfaction.
- Solicited customer feedback to identify and improve on areas of weakness.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Followed through with client requests to resolve problems.
- Kept accurate records to document customer service actions and discussions.
- Researched and corrected customer concerns to promote company loyalty.
Education
High School Diploma -
Bradford County High School
Starke, FL05.1985
Skills
- Exceptional Telephone Etiquette
- Customer Relations
- Issue Resolution
- Cash Handling
- Customer Service
- Health and Safety Regulations
- Order Supplies
- QA
- Customer Relationship Management
- Time Management
- Coaching and Training
- Leadership
- Employee Scheduling
- Assist Customers
Certification
Certified Florida Collector Assistant
Additional Information
I served 8 years in the Florida national Guard.
Timeline
Supervisor
Brevard County Tax Collector's Office
09.1989 - 12.2022
High School Diploma -
Bradford County High School
Certified Florida Collector Assistant
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