Customer Service Supervisor

SUZANNE STEVENS

Carencro, LA *****

337-***-**** - ********@*****.***

PROFESSIONAL SUMMARY

Enthusiastic management professional with demonstrated success supervising staff and building teams. Proven history of achieving sales goals by monitoring employee performance and coaching staff on effective sales methods. Skilled in solving complicated issues and making proactive operational changes. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

SKILLS

Complex Transactions

Sales Coaching

Records Organization

Troubleshooting Skills

Time Management

Sales Promotion

Front-End Support

Effective Planning

Departmental Procedures

Records Organization and

Management

Retail Security

Reporting and Performance Analysis

Financial Recordkeeping

Refunds Exchanges and Adjustments

Salesforce Software

Organizational Structuring

Health and Safety Procedures

Front-End Supervision

Performance Monitoring and

Evaluation

Goals and Performance

WORK HISTORY

07/2023 to Current Dispatcher

Butcher Air Conditioning – Broussard, LA

Communicated with drivers and personnel to coordinate timely delivery of services.

Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect. Directed dispatching, routing, and tracking of fleet vehicles. Tracked delivery progress to identify possible delays and provide real-time updates to customers.

Maintained updated and detailed records of calls in physical and electronic database.

Processed invoices and payments for dispatched orders to provide proof of transaction.

Sent out drivers to assist Number hourly callers based on locations, needs and worker availability.

Analyzed customer feedback and provided solutions to improve customer service. Answered phone calls and responded to customer emails. Monitored vehicle locations to coordinate timely arrivals. Assisted in resolving customer complaints and grievances. Monitored and tracked dispatch communication systems. Utilized dispatch software to enter customer orders, deliveries and receipts. 01/2016 to 06/2023 Front End Lead Operations Manager Brookshire Grocery Company – Lafayette, LA

Monitored cash drawers in Number checkout stations to verify adequate cash supply.

Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.

Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.

Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.

Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.

Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.

Trained team members in successful strategies to meet operational and sales targets.

Mentored team members to enhance professional development and accountability in workplace.

01/2013 to 01/2016 Transaction Coordinator

Coldwell Bank Apex Realtors – Rockwall, TX

Evaluated and negotiated contracts to procure favorable financial terms. Performed banking, business administration and financial tasks to guarantee five-star service for clients.

Prepared internal and regulatory financial reports, balance sheets and income statements.

Established and checked coding procedures, monitored reports and updated internal files.

Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.

Complied with established internal controls and policies. 01/2011 to 01/2013 Customer Service Team Leader

LAPCO Manufacturing – Morgan City, LA

Trained and supervised team of customer service representatives in providing quality service to customers.

Conducted regular staff meetings to discuss customer service issues and potential solutions.

Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem. Used Software to keep records of customer interactions, customer accounts, and file documents.

Evaluated customer service staff performance and provided constructive feedback. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Handled day-to-day customer contact via phones, faxes, and emails. 01/2008 to 01/2011 Office Manager

Omni Services – Pineville, LA

Maintained computer and physical filing systems.

Created, maintained and updated filing systems for paper and electronic documents.

Updated reports, managed accounts, and generated reports for company database. Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.

Developed and maintained successful relationships with vendors, suppliers and contractors.

Managed office operations while scheduling appointments for department managers.

Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel. Coordinated special projects and managed schedules. 01/2004 to 01/2008 Weddings and Obituary Editor

Alexandria Daily Town Talk Newspaper – Alexandria, LA Edited, wrote, rewrote, copied, edited and proofed articles. Coordinated work with proofreaders, graphic designers and photographers. 01/2000 to 01/2004 Vault Teller

Hibernia National Bank – Alexandria, LA

Balanced staff and vault at end of day and secured monies in accordance with established procedures.

Performed vault, alarm and door duties to facilitate opening and closing of operations.

Adhered to dual control processes and audited cash drawers to reduce losses due to accounting errors and employee theft.

Answered customer questions and explained policies and procedures to solve problems and assist with complex transactions.

Properly processed deposits, withdrawals and payments for average of Number customers daily.

Maintained, organized and stocked teller window areas. Trained new tellers in processes and procedures for financial institution, answering questions and providing guidance.

Greeted and welcomed customers with courteous and professional approach to drive prompt, accurate and efficient transactions. Complied with security and internal control procedures and policies and conducted mandatory trainings to educate staff on new and existing processes. EDUCATION

No Degree: Business Administration And Management

Louisiana State University At Alexandria - Alexandria, LA 08/2019 Licensed In Phlebotomy: Phlebotomy

Acadiana Area Career College - Lafayette, LA

01/2008 License Of Cosmetology: Cosmetology

Blue Cliff College - Alexandria - Alexandria, LA

05/1998 Diploma: General Studies

Tioga High School - Tioga, LA

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