VICTORIA GRABON
North Port,USA
Summary
Dynamic and results-driven Senior Supervisor with over 10 years of experience leading high-performing escalation teams in fast-paced customer service and operations environments. Proven track record of resolving complex issues, improving process efficiency, and enhancing client satisfaction through strategic leadership and cross-functional collaboration. Skilled in crisis management, stakeholder communication, and mentoring frontline supervisors to drive performance excellence. Recognized for a calm demeanor under pressure, decisive problem-solving, and fostering a culture of accountability and continuous improvement. Authorized to work in the US for any employer
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior Supervisor
JACKSON HEWITT TAX SERVICE
07.2024 - Current
- Spearingheading metric compliance initiatives through weekly performance monitoring and monthly incentives.
- Designing and maintaining operational tools and standard operating procedures (SOPs) to optimize workflows and elevate the client experience, driven by a Continuous Improvement mindset.
- Launching a proactive support initiative in partnership with the Compliance department to assist clients affected by franchise disaffiliation, with a focus on preserving client relationships and ensuring continuity of service.
- Partnering with the Client Care Center to elevate agent performance and service quality.
- Delivering daily executive-level reporting during peak seasons to ensure alignment and swift decision-making.
- Authoring process-driven articles for the internal knowledge base, enabling field teams to execute tasks efficiently.
- Optimizing case management systems for the Client Advocate Team by implementing efficient solutions for Client Care, Special Case, Intake Bank, and Concession workflows, improving team responsiveness and service quality.
- Collaborating with Legal and Compliance teams to address complaints received from the Better Business Bureau, Attorney General, CEO, and internal Legal Department through strategic negotiations and settlement agreements.
- Assessing service-related claims for accuracy and compliance, issuing approvals or denials based on documentation and internal guidelines.
- Facilitating client refund approvals and payment reissues in collaboration with the Accounts Payable department.
- Developing and delivering high-impact agent training programs designed to elevate client satisfaction and strengthen service quality.
- Escalations Supervisor
Escalations Supervisor
JACKSON HEWITT TAX SERVICE
10.2019 - 07.2024
- Develop and Empower Escalation Specialists - Enhance specialist capabilities through targeted training focused on empathy, active listening, and conflict resolution—ensuring client concerns are addressed with fairness, compassion, and clarity.
- Improve Client Experience through Strategic Tools and Processes - Design and implement streamlined solutions that elevate interactions with the Escalations Department and Client Care, fostering consistency, transparency, and responsiveness.
- Support Legal and Compliance Functions - Collaborate with internal Legal and Compliance teams to navigate complex cases, while conducting thorough investigations into potential fraud and abuse within the organization.
- Create and Deliver Seasonal Training for Client Care Bank Agents - Develop dynamic training programs tailored for seasonal Client Care Bank agents and provide ongoing coaching and support to sustain performance and customer satisfaction.
- Client Care Focus Group Leader - Spearheaded a cross-functional initiative over three seasons, engaging both franchise and corporate operators. Facilitated collaborative knowledge-sharing to elevate client experience standards at the office level and drive service excellence.
Call Center Supervisor
JACKSON HEWITT TAX SERVICE
01.2018 - 10.2019
- Effectively manage escalated calls involving complex customer concerns, providing timely and empathetic resolutions.
- Support agent development through individualized weekly coaching sessions, fostering skill enhancement and growth.
- Continuously monitor agent performance to ensure alignment with daily call center metrics and achievement of personal goals.
- Conduct live call listening for real-time quality assurance, offering immediate feedback and strategy adjustments to optimize customer experience.
Improvisational Actress
Dillstar Productions
03.2006 - 12.2018
- Joey and Maria's Comedy Italian Wedding
- Exceptional Script & Choreography Retention – Memorizes complex material efficiently and performs with precision
- Strong Character Development – Brings authenticity and depth to every role through thoughtful interpretation
- Commitment to Customer Satisfaction – Consistently delivers high-quality service with audience and client experience in mind
- Collaborative & Independent Performer – Thrives both in team settings and individual assignments with equal enthusiasm
Silver Ambassador
Avon Products, Inc.
06.2012 - 08.2018
- Cultivated and expanded a loyal client base through strategic outreach and consistent follow-up to drive ongoing sales growth.
- Developed and executed targeted marketing campaigns to highlight the company’s premier products, increasing visibility and demand.
- Recruited, trained, and mentored new sales representatives in industry best practices to boost team performance and customer satisfaction.
- Monitored and analyzed sales metrics and business expenses to optimize profitability and ensure financial accountability.
- Operated a weekend sales booth at the local flea market, engaging directly with customers to increase brand awareness and generate revenue.
- Managed inventory efficiently, overseeing customer orders and ensuring accurate tracking of product movement and stock levels.
Call Center Team Lead
JACKSON HEWITT TAX SERVICE
01.2017 - 01.2018
- Support agents in addressing client inquiries and concerns
- Manage and resolve escalated calls professionally
- Monitor and ensure agents deliver accurate and effective assistance
Client Care Agent
JACKSON HEWITT TAX SERVICE
01.2016 - 07.2017
- Answer incoming calls with professionalism and efficiency, ensuring a positive client experience from the first point of contact.
- Practice active listening to accurately assess and respond to client needs, concerns, and expectations.
- Demonstrate empathy in every interaction, fostering trust and strengthening client relationships.
- Continuously develop and refine skills to enhance service quality and better support clients with confidence and compassion.
Distribution Specialist
Afterhours Distribution
05.2012 - 07.2017
- Adapt to daily weather fluctuations to ensure smooth operations and timely deliveries
- Remain agile in responding to evolving conditions and service demands
- Mentor and train substitute carriers, as well as onboard new team members
- Uphold high standards of customer satisfaction through consistent and reliable service
- Maintain and regularly update route assignments to reflect changes accurately
Education
Bachelor's degree - Operations Management
Southern New Hampshire University
03.2020
Associate's degree - Accounting
Asnuntuck Community College
Enfield, CT05.2018
Associate's degree - Business Management
Asnuntuck Community College
Enfield, CT05.2018
Diploma - Culinary Arts
Lincoln Culinary Institute
05.2013
Diploma - Professional Bridal Consulting
Professional Career Development Institute
05.2007
Associates - General Studies
Asnuntuck Community College
05.2003
Skills
- Supervising Experience (6 years)
- Business management
- Windows
- Communication skills (8 years)
- Escalation Resolution (6 years)
- Microsoft Office (10 years)
- Phone etiquette (10 years)
- Microsoft Excel (5 years)
- Customer service (10 years)
- Typing
- Computer skills (8 years)
- Sales (8 years)
- Negotiation
- Quality assurance
- Cash handling (6 years)
- English (10 years)
- Leadership
- Management
- Customer retention
- Workflow Optimizations (7 years)
- Call center management
- Customer relationship management
- Cross-Functional Collaborations (6 years)
- Analysis skills
- Customer support
- Data Entry (10 years)
- Continuous improvement
Certification
- Driver's License
- Life & Health Insurance License
Languages
English
Timeline
Senior Supervisor
JACKSON HEWITT TAX SERVICE
07.2024 - Current
Escalations Supervisor
JACKSON HEWITT TAX SERVICE
10.2019 - 07.2024
Call Center Supervisor
JACKSON HEWITT TAX SERVICE
01.2018 - 10.2019
Call Center Team Lead
JACKSON HEWITT TAX SERVICE
01.2017 - 01.2018
Client Care Agent
JACKSON HEWITT TAX SERVICE
01.2016 - 07.2017
Silver Ambassador
Avon Products, Inc.
06.2012 - 08.2018
Distribution Specialist
Afterhours Distribution
05.2012 - 07.2017
Improvisational Actress
Dillstar Productions
03.2006 - 12.2018
Bachelor's degree - Operations Management
Southern New Hampshire University
Associate's degree - Accounting
Asnuntuck Community College
Associate's degree - Business Management
Asnuntuck Community College
Diploma - Culinary Arts
Lincoln Culinary Institute
Diploma - Professional Bridal Consulting
Professional Career Development Institute
Associates - General Studies
Asnuntuck Community College