• Creating an environment oriented to trust, open communication, creative thinking, and cohesive team effort.• Providing the team with a vision of the project objectives.• Enforcing policies and procedures. • Accurately processing and recording data transactions using a computer and designated tracking software.• Validating operations processes by establishing performance attributes.• Staying current with system information, changes and updates.• Identifying and escalating priority issues per Client specifications.• Researching required information using available resources. • Demonstrating proficiency in typing and grammar.• Consistently exercising independent judgment and discretion in significant matters.• Having regular, consistent and punctual attendance, being able to worknights and weekends, variable schedule(s) and overtime as necessary.

• Orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees. • Communicating job expectations; planning, monitoring, appraising, and reviewing job contributions.• Enforcing policies and procedures. • Accurately processing and recording data transactions using a computer and designated tracking software.• Validating quality processes by establishing process specifications and quality attributes.• Staying current with system information, changes and updates.• Identifying and escalating priority issues per Client specifications.• Researching required information using available resources. • Demonstrating proficiency in typing and grammar.• Consistently exercising independent judgment and discretion in significant matters.• Having regular, consistent and punctual attendance, being able to worknights and weekends, variable schedule(s) and overtime as necessary.

• Gathering customer’s information and determining any issues by evaluating and analyzing the symptoms.• Accurately processing and recording data transactions using a computer and designated tracking software.• Ensuring coverage in all locations when scheduling vacation and special event coverage.• Staying current with system information, changes and updates.• Identifying and escalating priority issues per Client specifications.• Researching required information using available resources. • Demonstrating proficiency in typing and grammar.• Consistently exercising independent judgment and discretion in significant matters.• Having regular, consistent and punctual attendance, being able to worknights and weekends, variable schedule(s) and overtime as necessary.

As the Supervisor of Customer Service for our client Xfinity, I managed a team ranging between 20 and 25 individuals coaching and driving them to meet the sales targets and KPI goals as were defined by the client. I also managed behavioral work patterns and often conducted progress report meetings with the clients to ensure that my team continued to excel at every level. I have also included a list of my responsibilities as the Supervisor of Customer Service below.• Keeping track of employee hours and managing the schedules of all service center personnel.• Motivating Representatives to achieve sales and compliance results; conducting routine office visits and audits.• Ensuring coverage in all locations when scheduling vacation and special event coverage.• Partnering with Service Center Manager and other functions within the company to ensure positive working relationships and effective communication, resulting in employees being informed and educated about strategy needed to be successful in their position.• Conducting team meetings to deliver key communications and build employee incentive and recognition. Coaching and counseling, including preparing performance improvement plans where necessary.• Conducting performance reviews and preparing performance improvement plans; hires, disciplines, and terminating personnel as necessary. • Provides Representatives with coaching and performance feedback.• Consistently exercising independent judgment and discretion in matters of significance.