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Jennifer
Customer Service Supervisor with 10+ years in call centers and team leadership
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Competencies
Handled high-priority cases and tailored solutions to retain accounts, reducing churn.
Trained and supported team members on best practices for customer retention and escalation procedures.
Created manuals and process guides to standardize customer service and escalation procedures.
Provided professional communication and leadership in managing customer issues and team performance.
Education
Summary
Native English speaker with a background in call centers, team supervision, and remote dispatching. Proven skills in managing escalations, training teams, and developing standardized procedures. Comfortable working independently and under pressure while traveling.
Key Achievements
- Managed escalated customer cases, ensuring personalized solutions and retention
- Led training and mentorship for team members on escalation handling and communication
- Developed manuals, process guides, and training materials to standardize procedures
Experience
Customer Escalation/Retention Supervisor
Providing De-Escalation skills, credit evaluations, providing call backs, projects with deadlines to help efficiency, Creating Procedures for guidelines, multitasking, managing many different roles, managing schedules, monitoring performance metrics, creating training guidelines, generating orders, coming up with solutions, sales, Data entry, Training management
Account Manager (part-time)
Managing Schedules, creating payroll & reporting, managing tax reporting, collection management, creating advertising, insurance reporting, accounting
Owner & Operator
Schedule management, re-booking, sales, inventory control, Customer service, resolution consultant, De-escalation, time management, accounting, reporting
Technician
Sales, schedule management, re-booking, performing services, closing and opening, inventory management, customer service management
Technician/management
Sales, data entry, scheduling management, technician duties, cleaning, answering phones, contacting clients, opening and closing duties