Hi I’m Aki a results-orientated Sr. Customer Service Supervisor with 9 years of experience in various industries including Banking, Mortgage, Insurance, Collections, Travel, Healthcare and Telco and Retail and Sales. Possesses a reputation for building productive and positive relationships, with diverse customers, resulting in improved customer retention and loyalty. Proven ability to lead, mentor and motivate employees to provide Superior Customer Service while promoting the company culture and values.
Skills:
Effective Leadership & Teamwork, Strong Work Ethic & Self-Motivated, Dependable, Punctual & Positive Attitude, Conflict Resolution & Critical Thinking, Training, Coaching & Mentoring
General Role and Responsibilities:
? Responsible for hiring, training and supervising call center agents to ensure productivity, metrics and company culture is met.
? Developed new hires, monitoring, coaching and evaluating employee performance.
? Handled and resolved critical escalation calls and customer complaints determining appropriate.
? Liaised with the call center management team to monitor the effectiveness of service policies
and practices.
? Researched claims and policy issues and followed up with customers ensuring quality customer.
? Improved customer service by monitoring calls and providing coaching and feedback to the
customer service representatives, helping them expand their service skills.
? Maintained office efficiency by sustaining and monitoring a weekly tally of staff hours, precise.
? Played a crucial role in motivating and informing staff of new initiatives by ensured that team
members obtained the appropriate training and support to best apply their knowledge and skills
on the job.
? Worked with Managers in all departments as liaison to coordinate maximum efficiencies.
