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Candidate's Name
Supervisor and SMEContactStreet Address  Shadywood RoadRochester Hills, MI Street Address
PHONE NUMBER AVAILABLEEMAIL AVAILABLESummaryDriven and client-centric call center environment supervisor with 6+years of experience in building positive relationships with customers and key stakeholders to increase sales and drive long-term growth. Skilled in call center administration, customer service escalation resolution, and technical support troubleshooting. Proficient in high-value projects planning, problem-solving, and communicating with staff and clients.Authorized to work in the US for any employer.EducationLawrence Technological UnivsersitySouthfield, MIBS in Electrical EngineeringGPA 3.75Key SkillsCustomer ServiceProject ManagementTechnical SupportCommunicationProblem-solvingAgent trainingToolsCRM, CXOneVDI, VPNFull line of Microsoft OfficeFreshdesk, GorgiasSalesforce, SpiceworksNetSuiteVMWareExperienceJANUARY 2018  JULY 2024Call Center Supervisor/Tier 3 Agent Frontline GroupWorking remotely, I supervised a team of six agents. It is my responsibility to manage the time, performance and behavior of my direct report agents. Additionally, I am the Subject Matter Expert (SME) on seven Frontline client accounts. Assisted and supported multiple Frontline Call Center clients by handling inbound calls, emails, and chats to resolve or escalate their customer service or technical needs, increasing customer satisfaction rates by 80% Ensured accurate record-keeping and enabled seamless follow-up by logging each phone call interaction into the Frontline Connection CRM (Customer Relationship Management) system. Created job aides and other training tools to assist agents with account understanding and better call flow, improving response times by 58%.AUGUST 2015  OCTOBER 2017Inbound Agent Dialogue Direct, Highland ParkBegan on the outbound calling team contacting potential donors for blood center to arrange appointments. Transitioned to receiving phone calls and email communications from clients/donors for several blood banks.As the position expanded, I assisted with client communication for a nationwide plasma donation center. Fielded client enquiries regarding process, appointments or complaints. Frequently worked on special projects to recruit blood, platelet or leukocyte donors for specific patients in crisis.