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Support Operations Supervisor at Onyx Center Source
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Competencies
Skilled in leading, coaching, and motivating teams to achieve operational and sales targets.
Proven ability to enhance customer satisfaction through effective team guidance and process improvements.
Experienced in identifying inefficiencies and implementing solutions to streamline operations.
Expertise in setting performance goals, conducting reviews, and fostering continuous improvement.
Capable of analyzing operational data to inform decision-making and enhance team performance.
Education
Languages
Summary
Experienced supervisor specializing in customer experience, team leadership, and process optimization across contact centers. Proven track record in enhancing team performance and delivering exceptional service.
Key Achievements
- Supervised and coached over 25 front-line representatives, enhancing customer service quality and sales performance.
- Collaborated with HR and workforce management to optimize staffing and improve operational efficiency.
- Led performance management initiatives, resulting in measurable improvements in team productivity.
- Streamlined customer support processes, reducing response times and increasing client satisfaction.
- Developed training programs that elevated team skills and service delivery standards.
Experience
Support operations supervisor
Supervise and coach 25+ front-line representatives in delivering exceptional customer experiences and achieving individual and team sales goals., Partner with workforce management and HR to optimize shift planning, onboarding, and performance management., Lead customer experience initiatives that contributed to a 8% improvement in NPS (Net Promoter Score) over two years, vs 2023 and 2024 results.
Operation ́s Supervisor (Customer Success)
Conducted administrative processes; planning, assigning, and directing work; appraising performance; setting development and performance goals and expectations; as well as handling hiring and disciplinary actions as needed., Established KPI objectives to increase productivity and exceed company goals (Service Level – Abandon – ASA – In Queue – AHT – Occupancy - call time, wrap time, repeated calls, etc.)., Trained to lead over completion of a new level of training in customer Service and Call Monitoring, prior to the end of nesting and learning curve period, 75% of employees maintained a customer satisfaction rating above 85%., Interviewed, hired, and trained sales and customer service staff.
Support Operations Supervisor - Customer Experience
Led a team of 18 Customer Experience Representatives supporting inbound calls from NAM., Conducted regular 1:1s, performance reviews, and coaching sessions to drive team improvement., Collaborated with Sales and Product teams to ensure smooth client transitions and resolve escalations.