Junior Front-End Developer candidate in Lebanon, Tennessee, United States

Summary

CAREER SUMMARY
Aspiring Front-End Developer
Actively pursuing a Meta Front-End Developer Professional Certificate estimated completion March 15th, 2023.

Currently an influential, accomplished customer service supervisor with 11+ years of experience delivering exceptional leadership and
employee development.

An inspiring, culture-focused coach and mentor. Committed to providing employees clear vision, meaningful feedback and
motivating them to achieve exceeding results. Have developed team members who, today, are high performers. Have a broad and
deep understanding of operational best practices, financial management, cost controls, compensation structuring and policy /
program development.

PROFESSIONAL EXPERIENCE
Customer Service Supervisor
Recruited into voice contact center Supervisor role. Selected for new and replacement onboarding pilot program team supervisor. Chosen for new hire and residency team supervisor. Selected for work-at-home customer service messaging team supervisor. Directly oversee and supervise all daily operations of a 15-member team, including voice and messaging customer interactions.
Successfully supervise and lead transition of multiple teams from voice to messaging.
Hire, develop, coach, and mentor Customer Service Representatives into goal exceeding performers maximizing their potential and supporting their growth.
Using effective coaching principles, collaborate on and develop weekly action improvement plans to lead employees to quality, pay per performance success by analyzing 5 primary metrics and a multitude of secondary and tertiary metrics.
Achieved sales 30% above goal, 1% Absenteeism, 94% Overall Customer Satisfaction, 0% Customer Transfers, and 100% Product Offer Rate
Led first training class to incorporate sales into their training in first week of training.
Point of contact for operations manager delivering sales and performance updates to senior managers and director.
Assists staff with maintaining relationships and solving problems for customers.
Resolves escalated customer issues.
Coordinates with Human Resources, Workforce, and training, all aspects of employee relations including interviewing, hiring, coaching, counseling, disciplinary actions, scheduling, training and development, leaves of absence, and ADA.
Successfully supervised and led transition and change of over 100 employes during software change and facility relocation.
Discovered and corrected payroll error affecting hundreds of employees and saved the company frustration, time, and money.
Led performance and goal update meetings with other department leads, company director and owner.
Led annual strategic planning session and discovery roundtables for process improvement,
Led communications improvement initiative with peers, leads, and other departments to ensure accuracy and consistency in communications.
Maintained productive client relationships by researching and responding to client concerns in collaboration with Client Support.
Developed SOPs and employee handbooks.

ADDITIONAL ACHIEVEMENTS
Received multiple recognitions from operations managers, peers, and experts for team work, leadership and support
94% approval rating on performance survey
Reduced Service Recovery Unit cases by 125 for the year by addressing issues in cases and identifying complaint trends to prevent future cases
Reduced average non-interaction time between agent and customer on calls by 25 seconds (28%) by identifying and analyzing root causes of non-interaction time
Increased customer satisfaction (as measured by customer surveys) by 13% for the year by identifying causes of dissatisfaction and offering solutions to operations team
Brought volume forecasts within a 6% margin of accuracy
Real time and long-term interval-level volume forecasting and staff/hiring planning for over 100 employees across multiple queues
Regularly achieved 90% service level with 30 second answer rate
Improved site-wide time-card approval by 20%

EDUCATION
Bachelor of Business Administration, Accounting
Lean Six Sigma White Belt Certified

Expectations

I am looking for a job I enjoy and look forward to going to each day. This would be a job that allows me to use and further develop my skills. I want to work with leaders who understand that skill and people development should never stop. I want to be in a supportive and collaborative environment where I can see and measure my impact to the organization/clients/customers.