customer service supervisor Archives

Solve any emergency problem or complaints.
Provide accurate information to the customers.
Troubleshooting and configuration STC FTTH/ADSL/IPTV/ NGN line from STC Side in
the following system (huawei ,semeins, Fujitsu,alcatel)

Present dealer network as well as end-user instruction and troubleshooting throughout the entire product line.
Create and provide documentation to help support products, sales staff, and vision of the company.
Design and Implement new product on deadline to satisfy the needs of clients.
Support the UL safety testing process from creation to support after new product release.
Support the technical writing, as well as the document control process for the company.

Lead my Broadband team to best performance in technicalsupport
solved allcomplex problem relate in ADSL, MSAN/DSLAM, IPTV, FTTH
Detect all general problems in Broadband ADSL/IPTV/FTTH/ NGN and suggested
the bestsolution
prepare the necessary course training (material and discussed it with my team)
and Training Instructor
Quality analyst for my team to improve and lead him to best performance

Handled customers general transactions, product return and exchanges, and domestic and international money transfers.
Assisted in managing store’s front end by keeping lines short, answering customer and cashier questions or concerns.
Insured work area was clean and presentable to provide the customer with a quality experience.
Performed audits on registers.

Balancing Cash Registers
First Aid Officer
Listen to customer requests, and providing them assistance.
Conduct Staff Training.

Customer Service Duties including till operations, making sale targets, cash handling
Providing support for other team members ensuring measures are being met and being available for any situations that need addressing at an understanding level
Provide product samples, coupons, informational brochures, or other incentives to influence product purchases
Handling Product Claims & Product Repairs

Prepare and issue work schedules, deadlines, and duty assignments for staffs.
Handling inventory orders, cash, gift cards, account receivable and payable.
Consistently provide professional, friendly, and engaging service.
Assisting in stocking of displays when necessary

Facilitated the review and streamlining of guest handling processes to deliver better value to the guest.
Coaching of team members in performance and career development
Introduced a culture of problem solving to the team that greatly impacted the team performance to be the best among all shifts in year 2016.
Ensuring all security measures for daily closing have been implemented

Supervising the Customer Service employees in daily operation, assisting with process, product and technical questions.
Providing high level of Customer Service to all customers, ensuring a positive experience and promoting return visits of customers.
Completing sales, ordering stock and advising ETA’s on back ordered items.
Liaising with suppliers to manage items on order and ensure stock supplied on time.

Working directly with the public – serving customers as a checkout operator and providing assistance to any enquiries.
Providing customer service from the self-checkout area, consisting of ten checkouts at once.
Verifying stock arrivals within the tobacco and customer service kiosk
Managing breaks, shift arrivals and finishes for up to six people simultaneously
Delegating responsibilities to team members and using their skills in the most efficient manner
Providing assistance and training to team members
Balancing all registers for daily closing

Help customers with purchases, returns, layaways, any issue they had
Maintain records for layaways
Addressed negative customer feedback immediately.
Effectively communicated with team members to maintain clearly defined expectations.

Supported the business analytics manager to develop and automate the daily performance reports to be sent to the clients
Built visibility on each step of conflict resolution funnel resulting in 12% improvement in resolution rate
Built cost analysis and launched customer satisfaction voucher improving the NPS by 8pps
Data analytical support to identify the products and geographical areas with highest customer contacts

Had $20,000 unsecured credit authority.
Reviewed credit reports to decision extending additional credit.
Reviewed and produced letters on over extended credit card accounts.
Handled escalated calls.

Successfully managed the activities of fifteen team members in multiple locations.
Created training manuals targeted at resolving even the most difficult customer issues.
Recruited, managed and mentored new customer service representatives per year.
Monitored the daily activities of customer support teams.
Developed, implemented and monitored programs to maximize customer satisfaction.
Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.
Improved service quality and increased sales by developing a strong knowledge of company’s products and services.

Examine, evaluate, and approve or reject credit increase requests.
Managed a team of 15-20 Customer Service Agents.
Assisted in handling incoming calls from credit card holders when call volume reached certain level.
On call 24/7 on rotation basis for call center support.
Review records or reports pertaining to activities such as production, payroll to verify details, monitor work activities, or evaluate performance.
Assist Work Force in issuing work schedules.
Discuss work problems or grievances with Human Resources.

Client SPOC for any Customer service ,process and product related issues and escalating the same on real time basis on behalf of the manager
Conducting Interviews for the new candidates on behalf of Operation team.
Taking care entire process behalf of Asst.Manager.
Leads a team of 35-40 Advisors in inbound, outbound and motivates them to achieve the SLA.
Floor walks regularly for at least 5 hours per day to supervise, coordinate, and monitor the activities of customer service associates to ensure prompt,courteous and accurate response to customers.
Listens to calls and coaches the team to enhance performance.

Employee management, including supervision and scheduling for a team of four as well as processing and submitting payroll for a team of 20
Account management and billing for both recurring and transient customers
Customer service supervision, ranging from customer retention to new business acquisition
Helped to generate new approaches to brand development
Assisted with website redesign and content creation/editing corporate website.

Provide excellent customer service to all customers by resolving any and all conflict that may arise during a store visit.
Responsible for training new cashier associates in store. operations and customer service.
Verify product inventory per customer’s request.
Work alongside management to ensure customer satisfaction and properly handle day to day operations.
Answer telephone, direct calls, and take messages as needed.
Provided employees with assistance in handling difficult or complex problems or in resolving escalated complaints or disputes.
Implement corporate or departmental policies, procedures, and service standards along side with management.

Opened and closed the store.
Managed and ran the domestics department of the store.
Communicated with other stores in the district.
Delegated tasks to fellow employees.

Supervised two Customer Service teams and monitored quality and quantity of work. The Customer Service team handled new orders, order revisions, and answered general questions involving orders and inventory. The Returns Team processed return authorizations and coordinated customer returns.
Took ownership of any escalated issues from customer’s calls to ensure orders are shipped out promptly and returns are credited correctly.
Provided detailed reports to the collection department on multi-million dollar orders and returns.
Business development & promoting of the USQ Alliance

Responsible for analyzing the warranty of vehicles Mahindra sold in Brazil’s territory.
Addressed customer complaints and issues escalated from Dealerships, provided regular performance coaching and feedback.
Designed, evaluated and implemented several processes as trainning the team on customer satisfaction requirements
Supervised team toward achievement of company’s customer satisfaction goals
Worked closely with Engineering to identify and solve mechanical issues informed by dealerships regarding the vehicles.

Supervised staff of up to 15 associates.
Gave out Cashier assignments.
Controlled daily goals in credit acquisitions and charity goals.
Handled customer complaints, concerns and praise for fellow associates.
Handled returns and control of money received by the store.
Verified register funds and service tills.

Managing individual, branch and business partners diaries
Establish a need for our customers through exceptional customer service, attend to their needs and follow up in a timely matter where required
Quoting and activating General insurance products (including Travel insurance) as well as Consumer Credit Insurance products
Managing effective branch productivity by implementing and monitoring new strategies
Providing customers with the information they need to make an informed decisions about products that best suit their needs
Preparing and delivering lending and account documentation to members with accuracy
Accurate cash handling and location of staff discrepancies. These may include cash discrepancies or transaction errors

Customer Service at the Gate. Assist passengers in boarding, with flight delays or cancellations or other ticketing issues.
Greet passengers disembarking the aircraft and assist them with their carry-ons.
Provide the Weight and Balance report to the pilot for all outgoing aircraft.
Park arriving aircraft and pull the jetway up to the aircraft.

Medical billing
Billing Insurance
Manage a team of 16 representatives
Handling live matters
Attendance/ADP

Personnel Management.
Evaluate and discuss employees’ job performance by coaching.
Prepare and issue work schedules, deadlines, and duty assignments for personnel in charge.
Payroll.

Cash balancing and bookkeeping of daily transactions.
OVERSEE DAY-TO-DAY OPERATIONS
Acting as main point of contact for internal support services group such as CCC, SSG, NCC, CMU and CAU.
Proficient in carrying daily Branch routines such as alarms, red bag disbursement, uploading compliance documents to SharePoint for BCAS.

Ensuring every customer experience is consistent with Scotiabank’s service standards and customer complaints are resolved quickly and efficiently, escalating to the Branch Manager and/or the Office of the President as appropriate
High level of expertise and knowledge over branch compliance obligations. Providing transaction authorizations and review as required to ensure all activities are conducted in compliance with policies and procedures.
Preparing reports on non-compliance findings and communicating results to appropriate personnel or units to ensure immediate investigation and corrective action plans are put in place.
Training newly hired tellers and assigning position authorities for team members.
Executing service management activities such as individual ITB, observational coaching and branch performance reviews as outlined in the Branch Management Disciplines.
Producing monthly schedules, managing vacations and leaves of absence for the service team on Workforce Planning.
Monitoring and taking appropriate action on deficiencies with Branch premises, systems, equipment and supplies, including ensuring ABMs are serviced and stocked;

Delegating task for Concierge, Gift wrapping and Valet parking
Handling complaints (from both staff and customers)
Reporting to Senior management/personnel when required
Completing paperwork
Implementing policies for return merchandise

Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction
Directed personnel training and mentored team members to promote productivity, accuracy, and commitment to the best customer service
Established and updated work schedules to account for changing staff levels and expected work loads
Researched and corrected customer concerns to promote company loyalty
Implemented corporate or departmental policies, procedures, and service standards in conjunction with management.