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Customer Service Supervisor at Foundever
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Competencies
Proficient in addressing customer inquiries, resolving issues, and ensuring high satisfaction levels.
Experienced in monitoring team performance, providing feedback, and fostering a productive work environment.
Skilled in developing internal communications and promoting company culture initiatives.
Assisted in legal research, case summary compilation, and supporting legal document preparation.
Education
Summary
Dedicated professional with experience in customer support, team supervision, and employee engagement initiatives. Skilled in training, legal support, and communication strategies to enhance organizational performance.
Key Achievements
- Supervised agent performance to ensure high service quality and customer satisfaction.
- Led communication initiatives for the MAX-PERT HR program, boosting employee engagement.
- Designed and executed training programs for new campaigns, improving team readiness and performance.
Experience
Supervisor
Supervise and monitor agent performance scores, ensuring adherence to established standards and metrics., Provide continuous feedback to agents to enhance service quality and customer satisfaction., Analyze performance reports and results to identify areas for improvement and coordinate improvement strategies., Coordinate training and coaching sessions to support agents' ongoing skill development., Implement and monitor processes to optimize team productivity and ensure operational efficiency., Collaborate with other departments to align objectives and improve overall call center performance.
MAX-PERT HR PROGRAM
Led communication initiatives for the MAX program, collaborating with the HR team to promote company culture and enhance employee engagement., Created and distributed internal newsletters, providing employees with key updates, news, and program highlights., Developed content for internal communications, including event promotions, employee spotlights, and cultural initiatives., Coordinated and executed communication strategies for company-wide events and activities, ensuring alignment with organizational values and objectives., Partnered with cross-functional teams to ensure seamless communication across the company and foster a positive work environment.
Legal Assistant
Conducted legal research and compiled case summaries, facilitating informed decision-making for legal strategies., Assisted in preparing and reviewing legal briefs, motions, and other court documents, ensuring accuracy and compliance with legal standards., Maintained and organized case records, correspondence, and evidence, streamlining office operations and enhancing accessibility., Responded to client inquiries via phone and email, providing timely and accurate information to ensure effective communication and client satisfaction., Managed client communications, ensuring a high level of professionalism and confidentiality while addressing concerns and coordinating follow-up actions.
Trainer
Led the initiation and management of new campaigns, including strategic planning and coordination with other departments to ensure seamless integration., Designed and executed training programs for new trainers, focusing on pedagogical and technical skills, resulting in significant improvements in training quality., Conducted coaching sessions for trainers and agents, providing constructive feedback and strategies for continuous performance improvement., Monitored and assessed training effectiveness and agent performance, implementing necessary adjustments to achieve and maintain high-quality standards.
Counselor
Provided exceptional support to customers via chat and phone, addressing inquiries, resolving issues, and ensuring a high level of customer satisfaction., Demonstrated strong problem-solving skills by efficiently managing and resolving complex customer concerns., Utilized effective communication techniques to handle customer interactions, maintaining professionalism and empathy in all exchanges., Met and exceeded performance targets, including response time, resolution rates, and customer satisfaction scores.
Marketing Campaign Agent
Educated and advised customers on effective water conservation practices, helping to reduce water usage and promote sustainable habits., Delivered clear and practical tips on water-saving techniques., Assisted in raising awareness about water conservation., Provided feedback and suggestions for improving customer engagement and communication strategies related to water-saving initiatives.