Emma Sophios

Customer Service Supervisor

Seasons IGA

02.2021 - Current

Supervised and trained customer service staff to ensure excellent customer service delivery.
Provided guidance and support to junior customer service representatives, including coaching and mentoring.
Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
Identified areas of improvement in the customer service process and developed strategies to address them.
Assisted customers with product inquiries and resolving complaints promptly and professionally.
Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
Ensured all customer inquiries were handled in accordance with company standards and regulations.
Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
Maintained knowledge of company products and services to promptly resolve complaints and concerns.
Assisted staff with resolving complex customer issues and implementing targeted solutions.
Provided day-to-day leadership to cultivate environment that exemplified company values.
Answered phone calls and responded to questions and concerns.
Addressed customer inquiries to increase customer satisfaction ratings.
Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
Evaluated employee job performance and motivated staff to improve productivity.
Set clear expectations and helped employees pursue optimal paths for achieving each target.
Assessed team member performances by delivering one-on-one coaching to promote better service.
Evaluated and authenticated returns, exchanges and voids.
Enhanced company-wide procedures and policies to improve employee morale and boost customer satisfaction.
Delegated work to staff, setting priorities and goals.
Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Resolved customer complaints or answered customers' questions.
Coordinated with other supervisors, combining group efforts to achieve goals.
Guided employees in handling difficult or complex problems.
Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
Recommended solutions related to staffing issues and proposed procedural changes to managers.

Summary

Overview

Work History

Customer Service Supervisor

National Fleet Administrator

Personal Assistant

Control Room Operator

Office Administrator

Education

Office Management

Small Business Administration And Management

Skills

Timeline

Customer Service Supervisor

National Fleet Administrator

Personal Assistant

Control Room Operator

Office Administrator

Small Business Administration And Management

Office Management

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