Open To Work
Hi, I’m
SHARRON ANDERSON
Work Preference
Summary
Experienced Senior Customer Service Supervisor skilled in leading high-performance teams and implementing effective strategies to boost client satisfaction and retention. Proven track record of enhancing customer engagement and resolving service-related issues, driving team success towards organizational goals.
Overview
2027
years of professional experience
2
years of post-secondary education
Work History
AutoNationLas Vegas
Senior Customer Service Supervisor
09/08/2 - Current (23 education.years_Label & 9 education.months_Label)
Job overview
- Supervised customer service team, enhancing service standards through effective leadership.
- Guided customer service representatives in resolving complex inquiries, improving overall customer satisfaction.
- Resolved customer complaints through active listening and problem-solving skills.
- Handled escalated matters concerning difficult customers while maintaining a professional demeanor.
- Trained staff on product knowledge and effective communication techniques.
- Implemented process improvements to enhance customer experience.
- Coordinated schedules, ensuring optimal team efficiency and coverage during peak service hours.
- Monitored service metrics to identify training needs and performance gaps.
- Reviewed the accuracy of information provided by agents during calls with customers.
- Analyzed customer trends to identify opportunities for improvement in products or services offered.
Monster ReservationsLas Vegas
Customer Service Manager (Temporary)
12.2024 - 05.2025
Job overview
- Managed 80 agents and 5 leads
- Followed through on client requests to effectively resolve issues.
- Supervised employees, assessed performance, and identified training needs to enhance service delivery.
- Followed through with client requests to resolve problems.
- Resolved customer complaints, ensuring high levels of satisfaction and loyalty.
- Issued disciplinary actions to agents not following company policy
- Cultivated a supportive environment to enhance team morale on the production floor
Foster CorporationNorth Las Vegas
Operations Supervisor/Administration
10.2022 - 10.2024
Job overview
- Manage 10 customer service representatives and 25 production staff with 3 leads on the production floor.
- Coach and develop the operation department skills. Manage productivity and multiple priorities.
- Developed strategies and recommendations to improve reliability, efficiency and enhance customer service.
- Developed strategies and recommendations that improved reliability and enhanced customer service.
- Design and implement and maintain training material for new and revised procedures.
- Wrote and administered monthly and yearly performance evaluations.
- Take disciplinary steps based on agents' performance as needed. Include HR and Manager in communication and approval.
- Maintained detailed records of staff performance to support performance reviews, incentives, and disciplinary actions.
RDI CorporationHenderson
Call Center Supervisor
08.2020 - 08.2022
Job overview
- Managed team of 27-41 agents and 2 leads on production floor, assigning work and monitoring departmental workflow to ensure efficient operations.
- Monitored the agents and leads through direct and indirect monitoring. Provide feedback to agents and leads in real time by performing side by side coaching sessions. Monitoring live calls to ensure the agents are providing excellent customer service.
- Drive my team to provide excellent customer service by maintaining high performance to ensure a high customer satisfaction.
- Handle all escalated calls for the department and provide a resolution. Provide feedback to all department.
- Conducted daily huddles with production team to set clear expectations and align on daily goals.
- Handle all escalated calls for the department and provide a resolution. Provide feedback to all departments.
- Drive team to provide excellent customer service by maintaining high performance to ensure a high customer satisfaction.
Customer ConnexxLas Vegas
Call Center Supervisor
11.2018 - 02.2020
Job overview
- Managed a team of 80 and 5 leads on the production floor. Assigning work to the agents, and monitor the work flow of the department.
- Monitored the agents and leads through direct and indirect monitoring. Provide feedback to agents and leads in real time by performing side by side coaching sessions. Monitoring live calls to ensure the agents are providing excellent customer service.
- Weekly meeting with leads to provide feedback on stats of each team. Coach the leads on their teams' behaviors. set goals for the leads to meet for the next meeting.
- Work closely with workforce making sure the production floor is covered for every shift.
- Compiled detailed reports monthly, summarizing key metrics and trends.
- Administered disciplinary actions for agents and leads while developing personalized plans for success.
Sutherland Global ServicesLas Vegas
Team Manager-Supervisor/Trainer
02.2016 - 11.2018
Job overview
- Ensured operational quality and compliance through monitoring and coaching staff via calls, emails, chats, and side-by-side reviews, providing timely feedback.
- Manage a team of 15 to 20 customer service representatives; make adjustments as needed to ensure team goals are met and customers' issues are resolved in a timely manner.
- Ensure qualities of operations and compliance through direct and indirect monitoring, and coaching of staff via calls, emails, chats and reviews with side by side monitoring sessions and provide timely feedback.
- Drove team to deliver excellent customer service by maintaining high performance, contributing to high customer retention rate and achieving up-sell goals.
- Coach assigned staff with billing, collection, and troubleshooting issues that require special handling and focus on problem-solving in a professional and effective fashion.
Barclays BankLas Vegas
Customer Service III
02.2014 - 12.2015
Job overview
- Supervise customer service, operation representative, and payment posters in an ACD environment.
- Managed team of 15 to 20 customer service representatives across multiple states.
- Coach and develop the operation department skills. Manage productivity and multiple priorities.
- Monitor inbound customer calls for quality assurance and provide feedback.
- Monitored employee and unit performance for quality customer service, developed strategies to improve reliability and enhance service delivery.
- Design and implemented and maintained training material for new and revised procedures.
- Wrote and administered monthly and yearly employee performance evaluations and monthly reviews against goals and objectives.
- Take disciplinary steps based on agent performance as needed. Include Manager and HR in communication and approval.
- Maintained records of staff work performance to support performance reviews, incentives, and disciplinary actions.
UPS TelecommunicationLas Vegas
Technical Support Customer Service Supervisor
11.2011 - 01.2014
Job overview
- Manage a team of 10 to 18 customer service representatives.
- Handled customer calls with professionalism to enhance service quality.
- Provide direction and guidance to ensure consistent achievement of key performance metrics.
- Provided weekly feedback through one-on-one sessions in Adobe Connect classroom to enhance team performance.
- Directed and guided team to consistently achieve key performance metrics.
- Answered questions and recommended corrective services to address customer complaints and researched possible resolutions.
- Answering all general shipping questions and assisting with website navigation for UPS customers and employees.
- Assisted UPS customers and employees with technical support for UPS global shipping software and website, ensuring seamless user experience.
- Answering all general shipping questions and assist with website navigation for UPS customers and employees.
ScriptNetLas Vegas
Customer Service Supervisor
05.2007 - 10.2011
Job overview
- Trained agents on key responsibilities outlined in Works Compensation guidelines to ensure compliance and knowledge.
- Analyzed and measured agents' work performance, implementing disciplinary actions or recognition as needed; developed improvement plans to enhance overall performance.
- Organized and assigned claims to agents, performing daily audits to ensure proper and efficient account resolution.
- Analyzed and measured agents' work performance and took appropriate disciplinary or recognition actions based on evaluations. Created improvement plans to enhance overall work performance.
- Coordinates with human resources to recruit, interview, and hire qualified staff members as vacancies occur; perform introductory and annual performance evaluation.
Education
University of PhoenixLancaster, CA
Associate of Arts from Business Management
09.1996 - 06.1998
Harry S. TrumanBronx, NY
Skills
- Customer service
- Escalation management
- Complaint handling
- One call resolution
- Call monitoring
- Workforce management
- CRM software proficiency
- Performance evaluation
- Quality assurance
- Process improvement
- Data analysis
- Conflict resolution
- Team building
- Employee training
- Staff supervision
- Problem solving
- Strategic planning
- Policy enforcement
- Reporting and documentation
- Staff motivation
- Communication strategies
- Handling escalations
Timeline
Customer Service Manager (Temporary)
Monster Reservations
12.2024 - 05.2025
Operations Supervisor/Administration
Foster Corporation
10.2022 - 10.2024
Call Center Supervisor
RDI Corporation
08.2020 - 08.2022
Call Center Supervisor
Customer Connexx
11.2018 - 02.2020
Team Manager-Supervisor/Trainer
Sutherland Global Services
02.2016 - 11.2018
Customer Service III
Barclays Bank
02.2014 - 12.2015
Technical Support Customer Service Supervisor
UPS Telecommunication
11.2011 - 01.2014
Customer Service Supervisor
ScriptNet
05.2007 - 10.2011
University of Phoenix
Associate of Arts from Business Management
09.1996 - 06.1998
Senior Customer Service Supervisor
AutoNation
09/08/2 - Current (23 education.years_Label & 9 education.months_Label)
Harry S. Truman
06.1985