Sylvia Dumas
Shreveport,LA
Summary
Accomplished CSR Supervisor with a proven track record at Russcell Cellular Verizon, enhancing customer satisfaction through effective problem-solving and CRM software expertise. Skilled in staff training, leadership, and strategic decision-making, I significantly improved team performance and customer relations. Expert in policy enforcement and workflow management, my approach led to measurable improvements in operational efficiency.
Overview
18
18
years of professional experience
Work History
CSR Supervisor
Russcell Cellular Verizon
Shreveport, LA
09.2022 - 03.2024
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Developed and implemented customer service policies and procedures.
- Leveraged data analytics tools to identify trends and patterns in customer interactions, informing strategic decision-making processes within the company.
- Oversaw escalated customer concerns, providing satisfactory resolutions in a timely manner.
- Promoted a positive work environment by fostering open communication among the CSR team members.
- Facilitated regular training sessions for the CSR team, ensuring their skills remained current and relevant in the industry.
- Managed complex cases involving multiple stakeholders while maintaining professional demeanor and focus on resolution goals.
- Coordinated schedules to ensure optimal staffing levels during peak call volume periods.
- Conducted regular performance reviews for continuous improvement of CSR team members.
- Ensured compliance with company policies and procedures by effectively managing the CSR team''s daily activities.
- Managed high-volume call center operations, ensuring timely responses to customer inquiries.
- Assisted in recruiting and onboarding new hires, setting them up for success within the organization.
CSR
USAA
Shreveport, LA
09.2012 - 06.2022
Assistant Property Manager
DeSoto Estates Apartment
Mansfield, LA
02.2006 - 11.2012
Education
Cosmetologist - Cosmetologist
Blue Cliff College
Shreveport, LA03.2009
High School Diploma - Biology
Mansfield High School
Mansfield, LA05.2000
Skills
- Staff Training and Development
- Sales Support
- CRM software knowledge
- Call Center Operations
- Customer Service
- Problem-Solving
- Time Management
- Decision-Making
- Customer Relations
- Training and mentoring
- Team Building and Leadership
- Handling Escalations
- Positive and Constructive Feedback
- Work Prioritization
- Leading Team Meetings
- Complaint Handling
- Team Development
- MS Office
- Schedule Management
- Complaint resolution
- Workflow Management
- Policy Enforcement
- Call Monitoring
- Employee Scheduling
- Performance Evaluation
- Records Management
- Customer Relationship Management (CRM)
- Sales proficiency
- Performance Evaluations
- Proficient in Software
Languages
English
Elementary
Timeline
CSR Supervisor
Russcell Cellular Verizon
09.2022 - 03.2024
CSR
USAA
09.2012 - 06.2022
Assistant Property Manager
DeSoto Estates Apartment
02.2006 - 11.2012
Cosmetologist - Cosmetologist
Blue Cliff College
High School Diploma - Biology
Mansfield High School