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Braxton Kelley
Telephone Information Supervisor
Summary
Highly accomplished Telephone Information Supervisor with 10 years of experience leading and developing exceptional customer service teams in fast-paced call center environments. Proven ability to improve operational efficiency, reduce call wait times, and enhance customer satisfaction. Expertise in developing and implementing effective call routing systems, training and mentoring new hires, and managing call volume to optimize performance. Strong communication, interpersonal, and problem-solving skills enable me to effectively resolve caller concerns and build lasting customer relationships.
Education
Bachelor’s degree
February 2015
Skills
- Customer Service
- Telephone Etiquette
- Problem Solving
- Communication
- Active Listening
- Multitasking
Work Experience
Telephone Information Supervisor
- Managed call volume and staffing levels to optimize efficiency and minimize caller wait times.
- Identified and resolved call quality issues, improving customer satisfaction.
- Provided feedback to management on customer service trends and areas for improvement.
- Utilized advanced communication and interpersonal skills to build rapport and resolve caller concerns.
Telephone Information Supervisor
- Led a team of 10 telephone information specialists, providing exceptional customer service to over 100,000 monthly callers.
- Developed and implemented a new call routing system, reducing call wait times by 25%.
- Trained and mentored new hires, ensuring a consistent and high level of customer support.
- Collaborated with other departments to gather and disseminate accurate and uptodate information.
Accomplishments
- Implemented a new call tracking system that reduced call hold times by 20% and improved customer satisfaction.
- Led a team of 10 information specialists, providing guidance and support to ensure consistent and accurate responses to customer inquiries.
- Developed a new customer feedback system that identified areas for improvement and enhanced customer loyalty.
- Established a new protocol for handling escalated calls, reducing resolution time by 25% and improving customer satisfaction.
- Developed a knowledge base that streamlined information retrieval, reducing research time by 40% and improving call handling efficiency.
Awards
- Recognized for exceptional customer service skills, consistently exceeding performance metrics for resolving inquiries efficiently.
- Received companywide award for developing a comprehensive training program that enhanced employee knowledge and reduced call volume by 15%.
- Honored for innovative use of technology to improve call center efficiency, resulting in a 30% increase in call handling capacity.
- Received industry recognition for developing a novel approach to call center quality assurance, reducing compliance violations by 40%.
Certificates
- Certified Telephone Information Supervisor (CTIS)
- Customer Service Management Professional (CSMP)
- Cisco Certified Network Associate (CCNA)
- CompTIA A+ Certification
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How To Write Resume For Telephone Information Supervisor
- Highlight your experience in leading and managing customer service teams.
- Showcase your skills in improving operational efficiency and reducing call wait times.
- Emphasize your ability to train and develop new hires.
- Demonstrate your strong communication, interpersonal, and problem-solving skills.
Essential Experience Highlights for a Strong Telephone Information Supervisor Resume
- Led a team of 10 telephone information specialists, providing exceptional customer service to over 100,000 monthly callers.
- Developed and implemented a new call routing system, reducing call wait times by 25%.
- Trained and mentored new hires, ensuring a consistent and high level of customer support.
- Collaborated with other departments to gather and disseminate accurate and up-to-date information.
- Managed call volume and staffing levels to optimize efficiency and minimize caller wait times.
- Identified and resolved call quality issues, improving customer satisfaction.
Frequently Asked Questions (FAQ’s) For Telephone Information Supervisor
What are the key responsibilities of a Telephone Information Supervisor?
The key responsibilities of a Telephone Information Supervisor include leading and managing a team of customer service representatives, developing and implementing call routing systems, training and mentoring new hires, and managing call volume and staffing levels.
What skills are required to be a successful Telephone Information Supervisor?
The skills required to be a successful Telephone Information Supervisor include strong communication, interpersonal, and problem-solving skills, as well as the ability to lead and manage a team and to develop and implement effective call routing systems.
What is the career path for a Telephone Information Supervisor?
The career path for a Telephone Information Supervisor can lead to management positions such as Customer Service Manager or Director of Customer Service.
What is the salary range for a Telephone Information Supervisor?
The salary range for a Telephone Information Supervisor can vary depending on experience and location, but the average salary is around $50,000 per year.
What are the benefits of working as a Telephone Information Supervisor?
The benefits of working as a Telephone Information Supervisor can include a competitive salary, benefits package, and the opportunity to work in a fast-paced and challenging environment.