Computer skills (e.g., experience with Windows-based software).Project management software (e.g., Asana, Trello).Knowledge management software (e.g., Guru).Customer relationship management (CRM) software (e.g., Freshworks, Active Campaign).Valuable hard skills for a customer service supervisor include: Hard skills are job-specific abilities that you learn from schooling, self-study, or work experience (like bookkeeping or social media software). Read the job description carefully to identify the skills specific employers are looking for. Learning how to put together a resume for the specific job(s) you want will help you land more interviews. May 2017 26+ essential skills for your customer service supervisor resume Achieved lowest average call-handling time for team in 20ĮDUCATION New York University, New York, NYīachelors in Business Administration, Honors: cum laude (GPA: 3.6/4.0).Monitored and adjusted KPIs to improve team efficiency and quality of service.Increased customer satisfaction rating by 85% by implementing new procedures that reduced wait times and provided more attentive service.Engaged with customers to ensure delivery of satisfactory services.Decreased call transfer rate from 45% to 15% by mentoring team members and developing product knowledge.Handle highly escalated customers via polite communication and issue-resolution skills.Supervise 50+ employees by training and mentoring new hires every 3 months.Organize bi-weekly meetings with program managers to discuss and identify ideas for driving significant improvement in operations.Analyze data to determine team performance and guide quarterly team objectives.Led key customer support initiatives, maintaining 3 year average of 95%+ “extremely positive” customer feedback and record-breaking customer retention rates.PROFESSIONAL EXPERIENCE Triangle Music Group, New York, NY Excited to leverage my interpersonal skills to provide personalized customer service and improving overall team KPIs. Excellent communicator and an expert at identifying and resolving customer issues over the phone and email. Proven record optimizing team performance to build customer loyalty and retention. Highly diligent professional with 5+ years of experience recruiting, training, supervising, and motivating customer service staff.
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