Lead/Supervisor Resume
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Resume:
Sandrena D. Martin-Palm
Corte San Luis, Perris, CA (H) (VM)
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Personal Statement: Over fifteen years of dedicated and courteous customer service experience in a fast paced office, Call Center, or retail environment. Has ability to multi-task and remain organized and detailed oriented. Works well with minimum supervision as part of a team or alone. Possesses excellent people and analytical skills. Seeking a position with a company that will utilize current skills and offer opportunity for growth.
Experience:
Office Depot, BSD, Signal Hill, CA
Customer Service, Supervisor - Present
Supervise staff of fifteen productive customer service representatives. Monitor team boxes across four time zones and direct customer service representatives to work according to volume to ensure cut off is met. Check fax machines and distribute work to ensure every order gets processed daily and as quickly as possible. Process work when volume peeks which includes: placing orders, generating confirmations, quotes, returns, resolving discrepancies, reply to product inquiries and resolve customer complaints. Purchased and distributed office supplies for Call Center. Reconciled invoices with vendors for management approval. Produces quality work even when under extreme pressure and deadlines. Generates weekly statistical reports for team and forwards to management. Exceeds job requirements and is always willing to accept new assignments and responsibilities. Adapts to change quickly and positively. Earned a reputation for being honest, reliable and trustworthy from customers, peers and management. Assists manager with business needs when requested.
Accomplishments:
• Integral part of the number one Customer Service team in a network of seven Call Centers in
• Promoted to Supervisor after twelve months of service
• Wrote monthly Team Talk article to update Call Center Network on special announcements and successes of team
• Led Lead Calendar events every quarter to provide a boost to employee morale throughout Call Center
• Served on Employee Engagement and Employee Recognition Committees and received awards from both for contributions
• Received numerous "Star" and "Kudo" awards for outstanding performance and providing Fanatical Customer Service
• Five Employee of The Month awards for exceeding departmental requirements for order placing and quality assurance for team
Office Depot, BSD, Signal Hill, CA
Customer Service Representative –
Processed incoming orders via electronic database, fax machine and hand delivered orders. Worked with Sales team and accounts on special order needs to ensure order was processed correctly to eliminate possibility of errors. Led several training discussions in Quick Team Huddles.
• Received numerous “Star” awards for outstanding performance and was hired to full time position within first six months of service. This was a result of offering Fanatical Customer Service
• Appointed to process special accounts because of attention to detail paid to every order completed. This resulted in retaining satisfied customers.
• Exceeded the departmental hourly transactions by %. This resulted in increasing number of orders to be processed per hour.
Gold X Financial, Long Beach, CA
Site Manager –
Offered professional and courteous customer service to loan applicants. Set and adjusted schedules for employees across two shifts to ensure all hours of operation were properly covered. Trained new employees on job functions.
• Displayed friendly attitude with customers. This resulted in customers upgrading their membership so they got priority service.
• Worked with employees daily to ensure business processes were completed by end of shift. This ensured every loan got processed and the company collected their money.
• Verified all of the bank deposit paperwork was done correctly. This eliminated errors with the bank and the company’s account.
Robinson’s May Company, Los Angeles, CA
Retail Store Associate/Beauty Advisor
Responsible for making sure cosmetics stocks were replenished, checked the floor to ensure that area was presentable, monitor weekly advertisements to ensure correct pricing was posted, conducted makeovers, responsible for sales quota.
• Offered feedback and solutions to managers to increase productivity. This resulted in increased sales.
• Received positive recognition from mystery shoppers for providing Fanatical Customer Service
• Attended seminars to learn how to merchandise new vendor selections on fixtures and about new releases. This allowed for quick responses to clients in a hurry.
Education:
Diploma, Gardena High School, Gardena, CA
Office Skills and Relevant Training: AS, ES, Microsoft Word, Excel, Outlook, Key by Touch, Filing
(Alphabetical/Numeric), Stocking, Inventory, Data Entry, Diversity Training, Managing Records, Threat Alert
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