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Yyyyyy x. yyyyyy

128 S Chapel Ave #0000 xxxxxx xxxx , xxxx , xxxxx 000001 xxx-xxx-xxxx


Experienced Customer Service Supervisor with 10+ years of experience within high-stress environments with a keen ability to lead others and increase organizational revenue. Experienced in supervising comprehensive customer service teams, ensuring high levels of customer service quality, and implementing innovative standard operating procedures. Equipped with a significant level of communication and interpersonal abilities in addition to a strong background in effectively managing large-scale projects.


Key Competencies



         Customer Service

         Sales Program Management

         Quality Assurance

         Call Center Operations

         Team Leadership

         Strategy Development


         Team/Morale Building

         Process Improvement

         Staff Management

         Complex Problem Solving

         Attention to Detail


Professional Experience

Forever 21, Los Angeles, CA September 2014-Present

Customer Service Supervisor

  Coordinate customer service operations within a successful retail store which includes supervising approximately 25 Customer Center Associates within a call center

  Monitor both individual and group customer service metrics, create employee action plans, scheduled staff members, and handle recruiting functions such as interviewing

  Track employee attendance with a focus on ensuring adequate coverage is provided during peak hours, design innovative standard operating procedures, and complete performance evaluations

  Instrumental in a department sales pilot program which included supervising a specialty customer service team consisting of in-bound sales associates and resulted in generating $300 thousand within 2 months


Leg Avenue Inc. Apparel, Industry, CA June 2009-August 2014

Customer Service Supervisor

  Directed daily administrative and operational functions within a fast-paced environment with a concentration on increasing productivity and efficiency levels

  Designed and implemented comprehensive procedures aimed at streamlining operations, monitored store-wide sales metrics, oversaw CSR activity in order to ensure customer satisfaction, and processed special orders

  Supervised customer service teams which required providing individualized feedback and coaching/training in addition to approving hours/scheduling, coordinating annual reviews, and completing performance reviews

  Played a lead role in the development of a monthly recognition program for employees which resulted in an increase in employee morale and overall productivity


Sears Holding Corporations November 2005-March 2008

Team Manager-Appliances/Home Delivery Services

  Facilitated daily customer service operations within a call center which included supervising a team of up to 25 staff members, monitoring customer service quality, and providing training to staff members

  Identified potential strategies concentrated on increasing employee morale levels, motivated team members on a daily basis, and ensured specified call standards/metrics were achieved

  Handled recruiting operations which included interviewing staff members, making offers, and providing new hire training in addition to handling complex employee disciplinary issues

  Completed side-by-side coaching sessions which resulted in a high level of customer service quality, completed staff focus groups/meetings, and coordinated refresher training

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