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Operations Supervisor with 10+ years in Customer Service and Support
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Competencies
Applied leadership skills to coach teams, analyze performance, and foster compliance within operations.
Performed results analysis, monitored key indicators, and developed action plans to improve team performance.
Engaged in payment negotiations and customer interactions to facilitate payments and resolve issues.
Provided technical support, explained billing, and managed customer inquiries effectively.
Utilized Outlook, Excel, Word, and PowerPoint proficiently to support reporting and documentation tasks.
Education
Languages
Summary
Experienced in team leadership, quality analysis, customer negotiations, and technical support across call center environments.
Key Achievements
- Led a team as Operations Supervisor, focusing on compliance, results analysis, action plans, coaching, and demonstrating leadership.
- Conducted call monitoring, built quality reports, and provided coaching for a team of up to 20 agents at WebHelp OneLink.
- Managed customer negotiations for bill explanations and payments, and participated in home warranties sales at WebHelp OneLink and Sitel Group.
Experience
Operations Supervisor
Ensure key indicators compliance through results analysis, development and follow up of action plans, coaching and feedback sessions based on SMART goals model, and demonstrating leadership through example.
Quality Analyst
Call monitoring, building of quality reports and analysis, coaching and feedback for a group of up to 20 agents.
Customer service and sales representative
Provide bill explanations, negotiations to collect payments, and payment arrangements. Home warranties sales.
Tech support and sales representative
Provide tech support for home appliances, and home warranties sales.