Seasoned Customer Service professional with a military work ethic and20+ years of unmatched customer service and successful strategic development. A leader who was recognized for exceptional Customer Service and Team Building skills. Develops strong working relationships with teams to boost performance and meet objectives.
Hi, I’m
Robert Wolff
El Cajon,CA
Summary
Overview
9
years of professional experience
Work History
Magellan HealthSan Diego, CA
Customer Service Supervisor
08.2021 - Current
Job overview
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Coached up to 189 employees through day-to-day work and complex problems.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Compiled and analyzed customer feedback data to develop new strategies and corrective action.
- Assisted with recruitment process by filtering applications, scheduling interviews, assisting in interview process .
- Evaluated timecards for accuracy on regular and overtime hours.
- Consistently high employee survey scores.
Charter Communications, SpectrumSan Diego , CA
Customer Service Supervisor
07.2014 - 08.2021
Job overview
- Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Interpreted management directives to define and document administrative staff processes.
- Interceded between Leads and agents during arguments and diffused tense situations.
- Applied strong communication and negotiation skills regarding credits for service-related issues.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity. Increased customer satisfaction scores by 18%
- Created customer support strategy to increase customer retention.
- Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to World Class Service.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Kept abreast of new company products and services to effectively answer questions and resolve complaints.
- Increased efficiency and team productivity by promoting operational best practices. Increased
- Devised innovative strategies to improve customer satisfaction scores and meet company goals.
Education
Penn State On LineOn Line
Associate of Science from Law
01.2025
University Overview
Skills
- Performance Management
- Team Management and Supervision
- Regulatory Compliance
- Decision Making
- Motivational Leadership
- Complex Problem Solving
- Quality Assurance
- Team Building
- Handling Customer Complaints
- Payroll Administration
- Employee Motivation and Discipline
- Friendly and Relatable
- Goal Setting
Accomplishments
Accomplishments
- Supervised team of 2-189 staff members.
- Used Microsoft Excel to develop team statistic tracking spreadsheets.
- Coordinated the hiring of 90 plus agents by interviewing, contacting and assisting with equipment issues and application implementation.
- Was able to limit attrition with effective agent engagement.
US Navy honorable discharge with a Navy achievement medal
US Navy honorable discharge with a Navy achievement medal
Awarded the Navy Achievement medal for leadership during Operation Praying mantis
Timeline
Customer Service Supervisor
Magellan Health
08.2021 - Current
Customer Service Supervisor
Charter Communications, Spectrum
07.2014 - 08.2021
Penn State On Line
Associate of Science from Law
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