Summary
Overview
Work History
Education
Skills
Timeline
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Safarie Francis

Houston,TX

Summary

Experienced Customer Support Supervisor with 5+ years in fast-paced contact center management. Acknowledged for creative process enhancements benefiting both customers and employees. Recognized for driving team success through procedures enforcement, personnel training, and software proficiency. Strong at building partnerships, active listening, and upholding professionalism and high-quality standards.

Overview

11
11
years of professional experience

Work History

Service Delivery Supervisor

Bill.com
06.2022 - Current
  • Successfully manage high-performing teams of 15-18 Senior Customer Support Agents and 2-3 Team Leads, consistently delivering exceptional customer service. Our team specialized in tasks such as synchronizing accounting software, reconciling books, and resolving Accounts Payable & Receivable issues.
  • Proficiently generated and maintained daily and weekly reports, providing crucial insights to upper management for informed decision-making and performance monitoring.
  • Developed and executed innovative call center strategies, resulting in a remarkable 52% reduction in average call handling time from Q1 to Q3. These strategies also led to a significant 38% increase in Net Promoter Score (NPS) and first-call resolution rates.
  • Maximized the effective utilization of cutting-edge technologies and tools to enhance customer interactions and streamline processes.
  • Provided effective oversight of employee performance, ensuring accurate prioritization and the attainment of customer experience and productivity goals.
  • Crafted data visualization programs aimed to present actionable recommendations, increase insight into performance, and influence customer-centric decision making.

Customer Solutions Supervisor

Asurion
04.2017 - 04.2022
  • Supervised teams of 15-25 inbound and outbound representatives, providing assistance to customers with their home devices, including troubleshooting, insurance/warranty claims, and payment processing.
  • Improved team member performance, customer service, and satisfaction by utilizing customer care data, gathering feedback, and implementing process improvements.
  • Managed action plans and achievement results through relationship-building strategies, leveraging key performance data, and tracking goal progress and attainment.
  • Addressed and resolved employee complaints effectively, offering step-by-step guidance to overcome challenges and issues within tight deadlines.
  • Regularly analyzed data and behavioral trends to optimize operational, customer service, and sales metrics.

Sales Associate

Cox Communications
06.2015 - 02.2017
  • Successfully achieved sales, revenue, and customer experience targets through strong relationship-building skills and an understanding of customer needs.
  • Effectively communicated complex product features to customers, offering tailored solutions that enhanced their product experience.
  • Maintained high levels of customer service, adeptly resolving issues, and facilitating smooth transactions.
  • Actively participated in promotions and campaigns, collaborating with marketing department to boost brand equity and reach sales objectives.

Sales Associate

The Limited
06.2015 - 03.2016
  • Fostered a welcoming store environment through active engagement with customers and a keen understanding of their needs, resulting in increased customer satisfaction and loyalty.
  • Leveraged upselling techniques to boost store sales, meeting and often exceeding sales goals.
  • Frequently collaborated with other departments to ensure successful execution of sales promotions and campaigns.

Data Entry Clerk

AAA Tax Services
08.2012 - 05.2015
  • Managed and updated extensive customer databases, prioritizing data entry tasks to optimize operational efficiency.
  • Acted as a collaborative partner within the team, addressing data deficiencies and ensuring a high standard of accuracy.
  • Prepared comprehensive reports, offering clear overviews of customer and account data for easy reference and strategic planning.

Education

Bachelor of Science - Public Health

University of Houston Downtown
Houston, TX
12.2024

High School Diploma -

North Shore Senior High
Houston, TX
06.2014

Skills

  • Timekeeping
  • Timekeeping Abilities
  • Training Management
  • Training Coordination
  • Technical Support
  • Personnel Management
  • Performance Evaluation
  • Staffing and Scheduling

Timeline

Service Delivery Supervisor

Bill.com
06.2022 - Current

Customer Solutions Supervisor

Asurion
04.2017 - 04.2022

Sales Associate

Cox Communications
06.2015 - 02.2017

Sales Associate

The Limited
06.2015 - 03.2016

Data Entry Clerk

AAA Tax Services
08.2012 - 05.2015

Bachelor of Science - Public Health

University of Houston Downtown

High School Diploma -

North Shore Senior High

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Safarie Francis