Victoria Puls
Corinth
Summary
Customer Service Operations Supervisor with 5+ years of leadership experience managing high-volume customer service teams, workflow operations, escalated customer concerns, quality monitoring, and employee development. Proven ability to lead cross-functional initiatives, improve operational efficiency, and drive service-level performance across multiple service channels. Skilled in coaching teams, managing complex workflows, analyzing operational trends, and partnering with leadership to deliver exceptional customer experiences and business results.
Overview
15
15
years of professional experience
Work History
Furnish & Install Operations Supervisor
OVERHEAD DOOR CORPORATION
Lewisville, TX
11.2020 - Current
- Lead a team of 8 customer service representatives supporting national retail installation programs, ensuring service-level performance, workflow efficiency, and customer satisfaction.
- Manage daily operations across multiple workflow stages including order booking, payment processing, site inspection scheduling, installation coordination, and project completion.
- Handle escalated customer concerns and complex service issues, partnering with internal departments and external partners to drive timely resolution.
- Monitor recorded and live customer interactions to evaluate service quality, provide coaching, and support continuous employee development.
- Oversee Quiq text communication channels to ensure response-time goals and customer service standards are consistently achieved.
- Analyze workflow trends, workload distribution, and operational challenges to identify process improvements and increase team efficiency.
- Coach and develop employees through performance discussions, one-on-one meetings, quality reviews, and ongoing training initiatives.
- Collaborate with leadership and cross-functional teams to support operational goals, customer experience initiatives, and service improvements.
- Maintain operational reporting and monitor team performance metrics to ensure productivity and service expectations are met.
- Serve as a subject matter expert for complex customer issues, process changes, and operational initiatives.
- Key Achievements:
- Promoted to Supervisor within two years of joining the organization.
- Recognized as a trusted resource for complex operational projects and escalated customer concerns.
- Successfully led teams through process changes while maintaining service levels and customer satisfaction.
Assistant Director
CADENCE EDUCATION
Flower Mound, TX
01.2017 - 01.2020
- Supervised daily operations and staff performance in a fast-paced customer-focused environment.
- Managed employee scheduling, staffing coverage, onboarding, training, and performance coaching.
- Provided leadership and support to employees while ensuring exceptional customer service for families and stakeholders.
- Conducted employee training and development programs to improve service quality and operational consistency.
- Resolved customer concerns and escalated issues through effective communication and problem-solving.
- Maintained operational reporting, documentation, and compliance requirements.
- Collaborated with leadership to implement process improvements and support organizational goals.
- Key Achievements:
- Promoted to Assistant Director within one year.
- Recognized for leadership effectiveness, employee development, and operational organization.
Lead Counselor
CITY OF DENTON PARKS & RECREATION
Denton, TX
01.2016 - 01.2017
- Led daily operations for youth programs, coordinating activities and supervising participants.
- Provided guidance and support to team members while ensuring safety and program quality.
- Assisted with conflict resolution, customer service, and program execution.
Home Office Sales Associate
NEBRASKA FURNITURE MART
The Colony, TX
01.2015 - 01.2016
- Supported customers throughout the sales and order fulfillment process.
- Managed order tracking, issue resolution, and customer communication.
- Maintained accurate records and ensured a positive customer experience.
Assistant Manager
THINGS REMEMBERED
Lewisville, TX
01.2011 - 01.2014
- Assisted with store operations including staffing, scheduling, training, and performance management.
- Supported customer service initiatives and resolved escalated customer concerns.
- Helped drive operational goals through employee coaching and team leadership.
Education
No Degree -
Regency Vocational Institute
01-2012
High School Graduate - undefined
Lewisville High School
01-2011
Skills
- Customer Service Operations Leadership
- Team Development & Performance Coaching
- Escalation Management & Resolution
- Quality Assurance & Call Monitoring
- Workforce Coordination & Workflow Management
- Service Level & Performance Metrics
- Multi-Channel Customer Support
- Cross-Functional Collaboration
- Training & Onboarding
- Process Improvement & Change Management
- Project Coordination
- Customer Experience Management
- Operational Reporting & Analysis
- Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
- Calabrio, Webex, Quiq Chat, Oracle CX
Leadership Highlights
- 5+ years of supervisory leadership experience
- Lead team supporting national retail installation programs
- Manage customer escalations and multi-channel service operations
- Quality monitoring, coaching, and performance development
- Cross-functional operational leadership and process improvement
Timeline
Furnish & Install Operations Supervisor
OVERHEAD DOOR CORPORATION
11.2020 - Current
Assistant Director
CADENCE EDUCATION
01.2017 - 01.2020
Lead Counselor
CITY OF DENTON PARKS & RECREATION
01.2016 - 01.2017
Home Office Sales Associate
NEBRASKA FURNITURE MART
01.2015 - 01.2016
Assistant Manager
THINGS REMEMBERED
01.2011 - 01.2014
High School Graduate - undefined
Lewisville High School
No Degree -
Regency Vocational Institute