Candidate Information Name Available: Register for Free Title Customer Service Supervisor Target Location US-TX-Cedar Park Email Available with paid plan Phone Available with paid plan	20,000+ Fresh Resumes Monthly     View Phone Numbers     Receive Resume E-mail Alerts     Post Jobs Free     Link your Free Jobs Page     ... and much more Register on Jobvertise Free
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Candidate's Name
Cedar Park Texas
PHONE NUMBER AVAILABLE
EMAIL AVAILABLE

Overview
Customer service expert with 15 years experience in technical, travel and corporate industries. Passionate leader with customer
focus and natural talent for employee development. Key strengths include analytics and being a team catalyst for success. Deep
understanding of call center operations, metrics, and resolving customer escalations.

Experience
Harte Hanks Vendor Team Supervisor                                       5.11 - Current
Responsible for managing daily adherence to internal and external goals, managing team members to a variety procedural and
performance criteria, and development and implementation of long term directional strategies. Play integral role in both Operational
and Client Services sides of the business through data analysis, talent acquisition and retention, quality controls, policy and
procedure adherence, program launches, and performance management.

Apple Inc. EMEA/Escalations Supervisor                                   08.05 - 03.11

Managed combination of service/escalations experts to deliver world-class customer service. Led short and long-term
     customer service improvements. Contributed to the growth of an international mixed customer service/sales team
     and continuously exceeded performance goals. Through trend, gap, statistical, and SWOT analyses, made scalable
     changes for longer-term efficiencies and growth. Managed staffing for multiple teams in concert with global forecast.
     Developed incentives for team motivation and to increase morale. Helped train and develop modules for customer
     service agents to deliver extraordinary customer service in escalated situations.

AT&T/Cingular Wireless CS/PMC Agent                                      01.04 - 08.05
Delivered exceptional customer service while addressing billing and technical issues related to cell phone usage. Coached and
mentored new agents in production to improve customer satisfaction and minimize rate of errors. Team Leader for employee
satisfaction.

Starwood Hotels and Resorts Luxury Collection Specialist                 10.99 - 11.04
Represented the luxury brand as reservations agent for sales in domestic and international hotels and resorts. Developed and
maintained relationships with hotels, travel agents and frequent guests to deliver unmatched customer service in an effort to
encourage repeat business through incredible travel experiences. Provided concierge services and sales support for billing issues,
changes and cancelations. Helped train and mentor new employees.


Education
Austin Community College
Associates Degree in progress for Business Administration. (Completion Fall 2015)


Software Proficiency
Microsoft Office Suite, SAP, PeopleSoft, NICE, iWork, OSX, Windows, UltiPro, Nexus, IEX