Shirley Burns
Abilene,TX
Summary
Seasoned Customer Service Supervisor with excellent customer service record utilizing interpersonal skills, organization, time management and problem-solving skills. Highly dependable, ethical and reliable support leader that blends advanced organizational, technical and business acumen ensuring operational and service excellence. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback.
Overview
12
12
years of professional experience
Work History
Customer Service Supervisor
Blue Cross Blue Shield of Texas
05.2013 - 07.2023
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures
- Analyzed feedback from customers to identify trends in order to improve overall quality of services provided by department
- Created reports on daily, weekly, monthly basis related to customer service activities
- Collaborated closely with upper management on projects involving new initiatives or improvements within the department
- Recruited qualified personnel when needed for open positions
- Assisted staff with resolving complex customer issues and implementing targeted solutions
- Set clear expectations and helped employees pursue optimal paths for achieving each target
- Delivered continuous training to associates to maximize performance and customer relations skills
- Monitored phone calls to promote better service and provide feedback.
- Completed weekly payroll for 26 employees.
- Coached employees through day-to-day work and complex problems
- Coached team members to deliver hospitable, professional service while adhering to set service models
Office Administrator
CCD Distributors
06.2012 - 09.2012
- Organized and maintained filing systems, including electronic databases and records
- Performed clerical duties such as photocopying, faxing and scanning documents
- Interacted professionally with customers and inside personnel, answering questions and responding to phone and email inquiries
- Processed financial documents, contracts, expense reports and invoices
- Managed service agreements and purchase orders to drive budget performance and meet schedule requirements
- Analyzed business performance data and forecasted business results for upper management
- Used specialized accounting software to debit, credit and total accounts on computer spreadsheets and databases.
Paratransit Supervisor
CityLink Transit Of Abilene
05.2011 - 06.2012
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members
- Coordinated employee schedules according to shift changes and availability
- Responded to customer questions regarding products, prices and availability
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data
- Directed and supervised team of 30 employees in daily operations
- Implemented cost-cutting measures without compromising quality of services offered
- Monitored workflow to improve employee time management and increase productivity
- Mentored newly hired employees on operating equipment and safety
Education
Some College (No Degree) - Social Work
Abilene Christian University
Abilene, TXSkills
Continuous Improvement
- Issue Resolution
- Work Prioritization
- Performance Evaluations
- Service Delivery Optimization
- Time Management
- Leading Meetings
- Policy Enforcement
- Delegating Work
- Decision-Making
- Records Management
- Report Generation
- Call Center Operations
- Training and Mentoring
- Customer Relationship Management (CRM)
- MS Office
- Proficient in Oracle EnterpriseOne, NICE EXone, Workday, Teradata, Salesforce, Teams, Webex, Zoom
- Cross-Functional Collaboration
- Quality Assurance
Timeline
Customer Service Supervisor
Blue Cross Blue Shield of Texas
05.2013 - 07.2023
Office Administrator
CCD Distributors
06.2012 - 09.2012
Paratransit Supervisor
CityLink Transit Of Abilene
05.2011 - 06.2012
Some College (No Degree) - Social Work
Abilene Christian University
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