Summary
Overview
Work History
Education
Skills
Websites
Personal Information
Timeline
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Sandra D Bennett

Las Vegas,United States

Summary

Call Center Supervisor

Overview

22
22
years of professional experience

Work History

Call Center Supervisor

Havertys Furniture
Coppell, United States
09.2011 - 10.2023
  • Furniture Company established in 1885
  • Managed high volume fast pace inbound/outbound call centers for over 100+ stores in 17 states.
  • Ensure efficient operations by overseeing team development and providing ongoing training in policy changes for 12 CSR's at Western Distribution Call Center
  • Managed 24 stores across 4 states and collaborated closely with store managers to deliver exceptional customer service.
  • Provided guidance and leadership to team members, overseeing and delegating service tickets from customers, delivery department, and stores for daily completion.
  • Maintained compliance with Human Resources guidelines for corrective actions, time records, and midyear/annual evaluations
  • Contributed various proposals/ideas to boost call center efficiency and performance.
  • Report directly to Customer Service Corporate Manager.
  • Addressed customer complaints promptly and effectively.

Vice President of Operations

BMI Construction
Las Vegas, United States
01.2002 - 12.2010
  • Accountable for preparing proposals, bid documents, change orders, material purchasing, equipment, budget management, inspections, labor and supplies
  • Handled all major office aspects including payroll, personnel records, invoicing, contracts, proposals, scheduling and construction pre-liens, mechanics liens with knowledge of all lien laws, construction releases, RFI/RFQ/RFP and bookkeeping
  • Conducted new staff orientations, implemented all human resource procedures and ensured regulatory compliance
  • Personally interacted with all general contractors, suppliers and owners
  • Supervised and hired 561+ laborers, and managed and supervised all awarded field projects up to $1M
  • Reduced labor costs by 80% by cross training all employees in every aspect of metal framing, drywall and acoustical ceilings
  • In turned lowered Workman's Compensation and General Liability insurance premiums, and the State of Nevada quarterly Modified Business Taxes
  • Personally implemented BMI Construction's Material Safety Data Sheets (MSDS) manual per OSHA specifications including the company's corporate safety and drug employee handbook
  • Implemented all policies and procedures within the company's program guidelines
  • Ordered all materials, supplies and equipment
  • Personally monitored and controlled material waste on all projects
  • Mandated that every employee be OSHA certified on all machinery and equipment
  • Ensured all building codes and inspections met the State of Nevada requirements
  • Kept a keen eye for quality and safety
  • BMI Construction was featured in the 2005 Real Estate & Construction Review, Southwest Edition for an outstanding project
  • Worked on Wynn Encore Casino project as a Quality Inspector.

Education

Certification - Safety

Texas Engineering Extension Service
01.2011

Community College of Southern Nevada

Skills

  • Critical Thinking
  • Business Relationship Management
  • Customer Retention
  • Call Monitoring
  • Scheduling Proficiency
  • Coaching and Mentoring
  • Quality Assurance
  • Employee Motivation
  • Team Building
  • Problem-Solving Aptitude
  • Performance Evaluation
  • Time Management
  • Chat
  • Problem-Solving Abilities
  • Employee Coaching
  • Adaptability and Flexibility
  • Organizational Skills
  • Staffing and Scheduling
  • Problem-Solving
  • Decision-Making

Personal Information

Title: Customer Service Supervisor

Timeline

Call Center Supervisor

Havertys Furniture
09.2011 - 10.2023

Vice President of Operations

BMI Construction
01.2002 - 12.2010

Certification - Safety

Texas Engineering Extension Service

Community College of Southern Nevada

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Sandra D Bennett