Shawn Washington
Lexington,SC
Summary
Resourceful Customer Service Supervisor known for productive and efficient task completion. Specialize in conflict resolution, customer relationship management, and operational improvement. Excel in communication, leadership, and problem-solving to enhance team performance and customer satisfaction.
Overview
4
4
years of professional experience
Work History
Customer Service Supervisor
Postal Service
Nashville, Tennessee
08.2019 - 04.2023
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Maintained accurate records of customer interactions for future reference.
- Evaluated employee performance reviews based on specific criteria set forth by management.
- Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Provided day-to-day leadership to cultivate environment that exemplified company values.
- Addressed customer inquiries to increase customer satisfaction ratings.
- Answered phone calls and responded to questions and concerns.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Evaluated employee job performance and motivated staff to improve productivity.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Assessed team member performances by delivering one-on-one coaching to promote better service.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Monitored phone calls to provide feedback and coaching.
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
- Managed team of customer service representatives to ensure high-quality support.
- Recommended solutions related to staffing issues and proposed procedural changes to managers.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Resolved customer complaints or answered customers' questions.
- Guided employees in handling difficult or complex problems.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Developed work schedules according to budgets and workloads, covering priority tasks.
Education
Some College (No Degree) - Computer And Information Sciences
Florida Agricultural And Mechanical University
Tallahassee, FLBachelor of Science - Health Care Administration
Southern New Hampshire University
Hooksett, NHSkills
- Employee schedule management
- Complaint resolution
- Performance evaluations
Timeline
Customer Service Supervisor
Postal Service
08.2019 - 04.2023
Some College (No Degree) - Computer And Information Sciences
Florida Agricultural And Mechanical University
Bachelor of Science - Health Care Administration
Southern New Hampshire University