Precious Burnley
Louisville,KY
Summary
Customer-oriented supervisor with several years of hands-on experience overseeing employee performance and offering knowledgeable guidance and support. Fluent in industry best practices and principles of employee management. Blends superb time management and organizational skills to drive group success. Personable and dedicated individual with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Consumer Cellular
Louisville, KY
04.2023 - 04.2024
- Identified opportunities for upselling additional products or services based on customer needs.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Supervisor
RCS Transportation
Louisville, KY
01.2020 - 07.2023
- Participated in recruitment efforts by interviewing prospective candidates for open positions.
- Evaluated employee performance through periodic reviews and documented results accordingly.
- Collaborated with other departments to coordinate workflow processes between teams.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Resolved customer complaints and issues promptly, ensuring customer satisfaction and loyalty.
- Coordinated with other department supervisors to ensure smooth workflow and project alignment.
- Trained new employees on company policies, job duties, and performance expectations.
Assistant Manager
Teleperformance
Louisville, KY
03.2013 - 12.2019
- Ensured compliance with safety regulations and company policies.
- Communicated regularly with customers to gain insights into their needs.
- Managed customer service inquiries and complaints in a timely manner.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Reviewed completed work to verify consistency, quality, and conformance.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Education
High School Diploma -
Western High School
Louisville, KY05-2010
Skills
- Staff Management
- Complex Problem-Solving
- Policy Enforcement
- Processes and Procedures
- Staff Development
- Training
- Employee Performance Evaluations
- Product and Service Knowledge
- Employee Performance Evaluation
- Recruitment and Hiring
- Microsoft Office Expertise
- Customer Rapport
- Complaint Resolution
- Account Management
- Call Center Operations
- Customer Relations
- Staff Supervision
- Inbound and Outbound Calling
- Account Updating
- Information Security
- Consultative Sales
- Call Management
Affiliations
- Dedicated mother of two
- Home Decor
- Cosmetology
- Digital Sales/Marketing
Timeline
Customer Service Representative
Consumer Cellular
04.2023 - 04.2024
Supervisor
RCS Transportation
01.2020 - 07.2023
Assistant Manager
Teleperformance
03.2013 - 12.2019
High School Diploma -
Western High School