Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Tera Tamashaitis

Chicopee,MA

Summary

Focused Customer Service Supervisor with nine years of success in leadership and staff supervision. Successful at promoting improvements in customer relations, administrative quality and project management. Professional at communicating with customers and employees to solve problems. Polished in strategic planning and employee relations. Adaptable and versatile professional equipped with sound judgment and performance-based management approach. Skilled and knowledgeable about monitoring metrics and maximizing team success in fast-paced settings. Natural leadership talent with a motivational approach.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Customer Service Supervisor

Isolved
Springfield, MA
03.2023 - 03.2024
  • 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.
  • Identified areas of improvement in the customer service process and developed strategies to address them.
  • Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
  • Assisted customers with product inquiries and resolving complaints promptly and professionally.
  • Maintained accurate records of customer interactions for future reference.
  • Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
  • Assisted in developing training materials for new hires as well as existing employees.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
  • Coordinated with other supervisors, combining group efforts to achieve goals.
  • Recommended solutions related to staffing issues and proposed procedural changes to managers.

Customer Service Supervisor

Complete Payroll Solutions
Springfield, MA
02.2015 - 03.2023
  • Reviewed employees' work to check adherence to quality standards and proper procedures.
  • Interpreted and explained work procedures and policies to brief staff.
  • Issued work schedules, duty assignments and deadlines for office or administrative staff.
  • Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
  • Guided employees in handling difficult or complex problems.
  • Coordinated with other supervisors, combining group efforts to achieve goals.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.

Education

Bachelor of Arts - Elementary Education

Central Connecticut State University
New Britain, CT
05-2006

Bachelor of Science - Communication Sciences

University of Connecticut
Storrs, CT
12-1999

Skills

  • Problem Resolution
  • Customer Experience Improvement
  • Staff Mentoring & Leadership
  • Leading Team Meetings
  • Staff Education And Training
  • Employee Development
  • Team Collaboration
  • Management Collaboration
  • Interdepartmental Communication
  • Client Relations And Retention
  • Adaptive Team Player
  • Multi-Task Management

Certification

  • American Payroll Institute Fundamental Payroll Certification

References

References available upon request.

Timeline

Customer Service Supervisor

Isolved
03.2023 - 03.2024

Customer Service Supervisor

Complete Payroll Solutions
02.2015 - 03.2023

Bachelor of Arts - Elementary Education

Central Connecticut State University

Bachelor of Science - Communication Sciences

University of Connecticut

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Tera Tamashaitis