Vanessa Y. Walker
Manchester
Summary
Customer Service Supervisor experienced in leading teams to deliver high-quality customer interactions and resolve complex complaints. Achieved improved team productivity and enhanced customer satisfaction rates through effective training, coaching, and implementation of service protocols. Focused on fostering positive relationships, maintaining compliance, and promoting independence in residential support settings.
Overview
27
27
years of professional experience
Work History
Customer Service Supervisor
Thermospas Hot Tub Products
Wallingford
04.1998 - 04.2025
- Supervised and coached team of customer service reps, conducting performance reviews, feedback sessions, and training on Thermospas product knowledge and service protocols to enhance overall team effectiveness.
- Monitor daily call/email/chat volume, queue management, and response times to optimize customer flow and ensure SLAs for hot tub inquiries are met.
- Handle escalated customer complaints involving installations, warranty claims, part replacements, or delivery issues, investigating root causes and implementing solutions.
- Develop and deliver training programs on Thermospas hot tub features, maintenance tips, troubleshooting guides, and sales upselling techniques.
- Analyzed customer service metrics (e.g., CSAT, NPS, resolution time) using CRM tools to identify trends and report insights to management, recommending targeted process improvements.
- Recruit, onboard, and schedule staff, managing coverage for peak seasons like spring/summer hot tub sales periods.
- Step in to assist reps during high-volume periods, directly resolving complex queries on hot tub assembly, water chemistry, or customization options.
Customer Service Supervisor
USA Waste and Recycling
Enfield
11.2018 - 02.2023
- Lead, coach, and develop a team of Customer Service Representatives (CSRs) through hands-on mentoring, performance evaluations, and targeted training programs to achieve superior service delivery and exceed key performance indicators (KPIs) such as first-call resolution and customer satisfaction scores.
- Manage day-to-day customer service operations, including monitoring call queues, handling escalated complaints, and resolving complex billing, scheduling, or service issues related to residential and commercial waste/recycling accounts.
- Analyzed performance metrics using CRM systems and reporting tools to identify trends and optimize workflows that enhanced service reliability.
- Conduct quality assurance audits, provide real-time coaching during live calls, and develop individualized improvement plans to elevate team competency in handling industry-specific inquiries like route scheduling, container sizing, and compliance regulations.
- Conducted quality assurance audits and provided real-time coaching during live calls to develop improvement plans that elevated team competency in handling industry-specific inquiries.
- Serve as a critical liaison between frontline staff, operations teams, and senior leadership, facilitating seamless communication to align customer feedback with company goals and drive retention in the competitive waste management sector.
- Championed customer advocacy by reaching out to high-value accounts and implementing retention strategies that aligned with sales/operations to upsell recycling programs.
- Maintain accurate documentation, ensure compliance with environmental regulations and company policies, and contribute to training materials that standardize best practices for waste/recycling customer interactions.
- Foster a positive, high-energy team environment through recognition programs, motivational huddles, and conflict resolution, resulting in reduced turnover and sustained employee engagement.
Residential Program Instructor
Residential Management Services
Wallingford
08.2017 - 10.2018
- Teach and reinforce independent living skills such as personal hygiene, meal preparation, housekeeping, money management, and community safety using approved instructional methods.
- Implement individual service plans/behavior support plans by following specific goals, teaching strategies, and data collection requirements for each resident.
- Provide direct supervision and support to residents during daily routines, recreational activities, and community outings to ensure their health, safety, and well-being.
- Assisted residents with personal care needs, including bathing, dressing, toileting, grooming, and mobility support according to individual plans.
- Administered medications and adhered to medical protocols per agency policies and state regulations, accurately documenting all administrations to maintain compliance.
- Monitor residents' physical and emotional status, reporting changes, incidents, and concerns to supervisors and clinical staff, and completing required incident reports.
- Facilitated recreational, social, and community activities, promoting inclusion and enhancing social skills and quality of life for residents.
- Monitor residents physical and emotional status, reporting changes, incidents, and concerns to supervisors and clinical staff, and completing required incident reports.
- Prepare and serve meals and snacks according to residents' dietary needs, preferences, and any prescribed nutrition plans.
- Transport residents safely to-day programs, medical appointments, employment, and community activities using agency vehicles, following defensive driving practices.
- Participate in team meetings, inservice trainings, and required certifications (e.g., CPR/First Aid, medication administration, crisis intervention) and maintain them in good standing.
- Communicate effectively and professionally with coworkers, supervisors, families/guardians, and external providers to support coordinated care.
- Follow all agency policies, state and federal regulations, and licensing/accreditation standards, including confidentiality and residents rights.
Education
High School Diploma - General Studies
Tampa Bay Technical High School
Tampa, FLSkills
- Customer service
- Customer relationship management
- Complaint resolution
- Escalation handling
- Performance management
- Process optimization
- Team leadership
- Training development
Timeline
Customer Service Supervisor
USA Waste and Recycling
11.2018 - 02.2023
Residential Program Instructor
Residential Management Services
08.2017 - 10.2018
Customer Service Supervisor
Thermospas Hot Tub Products
04.1998 - 04.2025
High School Diploma - General Studies
Tampa Bay Technical High School