Customer Service Supervisor Resume Sample

This combined resume format combines the elements of the reverse chronological resume and functional resume types/styles. The format is the most flexible, allowing you to highlight those sections of your resume that are most relevant to your career objective. This is an increasingly popular resume format.


FirstName LastName
Street Address
City, ST ZipCode
Phone #
Email Address


Focused, results-oriented professional with eight years experience in progressively responsible positions including management of 20 person team. Customer-service oriented with proven ability to provide team-spirited leadership for maximum productivity. Skilled at communicating effectively to attain company goals. Proficient at developing and implementing training programs with high degree of energy and enthusiasm.

Competencies include:
• Supervision, training and career coaching Multi-tasking/workload management
• Creation/delivery of reports and presentations Research and analysis
• Call center operations Financial services operations
• Issue resolution Negotiations


Microsoft Office, Word, Excel, PowerPoint, ACD Reporting, Netforce Workforce Management, Proprietary banking and call center software packages


Vantage Wireless, Wellington, CT
1999 - Present
Supervisor, Customer Service
• Directed team of up to 20 CSRs to exceed service expectations
• Initiated actions to insure optimal response times and service levels; handled escalated matters; approved credits
• Analyzed team and individual statistics; prepared reports; devised and implemented incentive programs to improve stats while maintaining QA
• Provided performance coaching and implemented strategies for career development
• Trained team and peer supervisors on new products and policies
• Provided solutions to software and routine hardware problems, as well as ongoing instruction
• SWAT team manager; Team Leader for Family Share Committee


Senior Customer Relations Specialist
• Assisted team with escalated issues; employed solid negotiation skills to save accounts
• Developed Relations Retention training procedures
• Point-of-Contact for department manager; assisted with training and scheduling
• Served on Culture for Success team; developed PowerPoint presentation and facilitated team report to Regional Board of Directors and President of Northeast Region regarding Vantage's core value of integrity

• Exceeded account retention goals by 95%
• Received SuperStar Award; nominated for Manager's Choice Award
• Earned Northeast Area Customer Service Appreciation Award


Hogarth West Group/Opportunity Personnel, East Hartford, CT
1998 - 1999
Special Projects Consultant for Northeastern Bank & Trust
Developed procedures and training program for Deposit Services; trained new hires on deposit operations; assessed individual needs; worked with staff and management in implementation of procedures to achieve goal of creating sound departmental flow.


Axis Technologies Cellular, Wethersfield, CT
1997 - 1998
Technical Support Representative
Designed and implemented training programs for in-house and outside call centers; facilitated training groups up to 20; interviewed, trained and supervised technical support staff; assisted MIS with development of improvements to in-house computer programs.


Career Relations Analyst


Robert Jones Account Temporaries, Hartford, CT


1997 - 1997
Wintonbury Bank & Trust, Wintonbury, CT
1995 - 1997


ATM Services Representative
1996 - 1997
Resolved escalated customer ATM issues; monitored and trained bank branches on CTR and BSA compliance; investigated problems concerning fraud


Deposit Services Representative
1995 - 1996
Researched and resolved discrepancies; represented bank for legal items and acted as liaison with bank attorney; developed written procedure to facilitate training of new hire and temporary employees


Connecticut Real Estate Services, Hendron, CT
1995 - 1995
Personal Assistant to Centurion Level Producer and Vacation Substitute for Secretary
Utilized MLS database; assisted in marketing, research, communications; completed Real Estate Principles and Practices course


Ambrose Deche and Issacson, Inc., White Plains, NY
1994 - 1995
Assistant Sales Representative for Commercial Real Estate Company


Kirby & Borso, Hendron, CT
1992 - 1994
Real Estate Legal Secretary


Manhattanville College
Departmental Honors


Cummings Relocation Services, Norwalk, CT
Assistant in Real Estate Service


Colraine Satterly Securities, Harrison, NY
Marketing Assistant


• Managing Multiple Priorities Civil Treatment for Managers
• Coaching for Success Results Based Leadership
• What Matters Most (Time Mgmt.) Project Management
• Responding to Conflict The First Step - Transitioning into Leadership
• Core Skills for Management New England Banking Institute courses

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