Summary
Overview
Work History
Education
Skills
Timeline
Generic

Wannary Long

Gulfport,MS

Summary

Motivational Supervisor with many years of experience monitoring, coordinating and allocating employee efforts to achieve organizational goals. Proven track record with continuous improvement, performance growth, and schedule management. Customer-oriented supervisor with several years of hands-on experience overseeing employee performance and offering knowledgeable guidance and support. Expert in industry best practices and principles of employee management. Blends superb time management and organizational skills to drive group success. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

13
13
years of professional experience

Work History

Supervisor

Island View Casino Resort
Gulfport, MS
11.2023 - Current
  • Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
  • Responded to customer questions regarding products, prices and availability.
  • Managed team of 8+ employees, ensuring high productivity and quality standards were met.
  • Prepared and presented reports on team performance, challenges, and achievements to senior management.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Monitored calls for quality assurance purposes.
  • Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
  • Assigned tasks to agents based on their skillset and availability.
  • Updated customer accounts, addresses and contact information within call management databases.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Coordinated with IT department to troubleshoot and resolve technical issues impacting call center operations.

Customer Service Representative

TTEC
Las Vegas, NV
06.2023 - 10.2023
  • Provided exceptional customer service to ensure customer satisfaction.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Resolved customer complaints promptly and efficiently.
  • Excelled in exceeding daily credit card application goals.
  • Collected deposits or payments and arranged for billing.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Used approved scripts to de-escalate angry customers during telephone interactions.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

Lead Clerk

United States Post Office
Las Vegas, NV
12.2011 - 10.2021
  • Ensured compliance with all applicable laws regarding data protection and privacy.
  • Trained new staff members on departmental policies and procedures.
  • Supervised a team of clerks in performing clerical duties.
  • Managed accounts receivable and payable functions including issuing invoices or payments.
  • Maintained inventory of office supplies, equipment, and materials.
  • Provided support to management with daily operations of the office.
  • Answered phone calls, emails, and other inquiries from customers or vendors.
  • Operated cash register to process cash, check, and credit card transactions.
  • Communicated with customers and employees to answer questions or explain information.
  • Sorted and distributed incoming mail, dispersing to appropriate departments and personnel.
  • Collected, counted and disbursed money to complete basic bookkeeping and banking transactions.
  • Maintained and updated filing, inventory and database systems, manually or using computer.
  • Collected and entered payment data into system, maintaining complete confidentiality and accuracy.
  • Inventoried and ordered materials, supplies and services.
  • Answered telephones, directed calls, and took messages.
  • Monitored and directed work of lower-level clerks.
  • Monitored office supply stock levels and placed timely orders for replenishment.
  • Operated automated equipment such as sorting machines, postage meters, fax machines and copiers.
  • Sorted and distributed incoming mail according to predetermined routing procedures.
  • Provided customer service assistance to external customers requiring postal services.
  • Resolved any discrepancies between actual shipments and expected deliveries.
  • Inspected outgoing mail for accuracy prior to distribution and mailing.
  • Maintained a clean work environment by disposing of waste material properly.
  • Collected payments from customers for services rendered.
  • Scanned documents into electronic filing systems.
  • Performed data entry tasks associated with the maintenance of mailing lists, address databases and other relevant information.
  • Processed returns and refunds in accordance with company policies.
  • Tracked parcels using online tracking systems provided by couriers or freight companies.
  • Ensured compliance with federal regulations governing mailing processes.
  • Created labels using barcodes or other labeling software programs.
  • Maintained records of all incoming and outgoing mail packages.
  • Weighed items using electronic scale to calculate shipping costs.
  • Placed incoming and outgoing letters and packages into containers based on destination and type, applying appropriate identifying tags on sacks and bins.
  • Assisted customers with completing change of address and mail hold forms.
  • Loaded and unloaded shipments from trucks and picked up and moved heavy packages and items using forklifts.
  • Loaded mail into cart to prepare for interdepartmental delivery route.
  • Received, sorted and organized incoming letters and packages.
  • Provided customer service to internal and external inquiries regarding mail services.
  • Identified undeliverable mail and applied markups to return to sender.
  • Trained new mailroom staff on procedures and equipment use.
  • Managed inventory of mailing supplies, including envelopes, stamps, and packaging materials.

Education

GED -

Green River Community College
Auburn, WA
06-2003

General Education

East High School
Anchorage, AK

Skills

  • Inventory Control
  • Staff Management
  • Inventory Oversight
  • Goal-Oriented
  • Training and mentoring
  • Multitasking
  • Experience in leadership
  • Adaptability and Flexibility
  • Teamwork and Collaboration
  • Time management abilities
  • Decision-Making
  • Goal Setting
  • Professionalism
  • Operations Management
  • Schedule development
  • Data Analytics
  • Process Improvement

Timeline

Supervisor

Island View Casino Resort
11.2023 - Current

Customer Service Representative

TTEC
06.2023 - 10.2023

Lead Clerk

United States Post Office
12.2011 - 10.2021

GED -

Green River Community College

General Education

East High School

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Wannary Long