Customer Experience Supervisor Resume Samples

A Customer Experience Supervisor will oversee, lead and train the company’s customer service staff. The job description entails solving product and service complaints to provide a better customer experience. Other duties are highlighted on the Customer Experience Supervisor Resume as follows – overseeing and assessing customer service staff member activities; monitoring day-to-day activities; assisting customer service staff, training staff in customer service arena; monitoring and authenticating returns; investigating and solving customer service complaints, and performing additional duties as needed.

To ensure success in this field, the following are certain vital skills and abilities needed – focus on customer service, proficiency in handling various types of customers, computing skills, outstanding telephone communication skills, strong people skills and availability to work in shifts. Formal education is not considered mandatory; however, relevant work experience is considered essential.

Customer Experience Supervisor Resume example

Customer Experience Supervisor Resume

Headline : Keeping ahead of industry’s developments and apply best practices to areas of improvement, Developing customer satisfaction goals and coordinate with the team to meet them on a steady basis.

Skills : Visual Merchandising, Sales, Window Displays, Inventory And Loss Prevention Management, Bilingual.

Description :

    1. Monitored new orders placed online from unassigned accounts.
    2. Responsible for maintaining the functional areas of data.
    3. Maintained customer satisfaction by providing problem-solving resources.
    4. Managed staff.
    5. Compiled and printed reports on overall customer satisfaction.
    6. Isolated and identified areas of improvement.
    7. Investigated customer's problems and find solutions.
Years of Experience
Experience
5-7 Years
Experience Level
Level
Executive
Education
Education
BA


Customer Experience Supervisor Resume

Headline : Responsible for the overall supervision of Customer Service Representatives (CSRs) and other management. Monitor all Customer Services Representative (CSRs) project productivity and call performance.

Skills : Communication Skills, Customer Service, Training Skills.

Description :

    1. Built and maintained positive, effective relationships with store partners.
    2. Mentored Lead Customer Service Representatives and provides guidance to continue growth in customer service organization.
    3. Delivered results though exceptional decision quality and problem solving, an extraordinary customer focus on analytics and the development of Customer Experience Specialists and Team Leads, focused on the customer experience.
    4. Trained, coached and developed your associates to grow their careers.
    5. Energetic and inspired - always encouraging others to be the best version of themselves while demonstrating openness to change and commitment to personal/professional growth.
    6. Managed, coordinated and directed the operations of approximately 10-15 non-exempt employees.
    7. Active monitored of units productivity, quality and service level to insure all daily goals are met.
            Years of Experience
            Experience
            5-7 Years
            Experience Level
            Level
            Executive
            Education
            Education
            BA


            Sr. Customer Experience Supervisor Resume

            Objective : Innovative self-starter with eighteen years' experience in law enforcement, management, technical writing, and problem solving and planning. Obtained specialized experience in the law enforcement/security field applying established and advanced security principles, procedures, and analytical technique.

            Skills : Strong computer, Including Microsoft, excel, Power point .

            Description :

              1. Oversaw Team Leads and customer service, email, and chat agents.
              2. Monitored and evaluated customer service performance.
              3. Identified operational issues and process improvements, and implements strategies to improve Provides performance.
              4. Monitored call center schedules, training time and performance forecasts to ensure service levels remain at or above set goal.
              5. Evaluated customer feedback through various channels.
              6. Identified process improvements and implements performance improvement mechanisms.
              7. Communicated and enforced company policies and procedures and develops and implements customer service performance standards.
            Years of Experience
            Experience
            2-5 Years
            Experience Level
            Level
            Junior
            Education
            Education
            Bachelor Of Arts

            Jr. Customer Experience Supervisor Resume

            Objective : Seasoned cash handler and bank teller seeks permanent financial position with an organization that rewards hard work and offers advancement opportunities. Manages development of customer presentations for business review including key customer data metrics.

            Skills : Management, Certfied Phlebotomist, Certified Nurse Aide.

            Description :

              1. Managed Customer Service Representatives and administrative activities of the assigned Customer Service function.
              2. Provided day-to-day management and support to customer service staff.
              3. Identified operational issues and process improvements, and implement strategies to improve performance.
              4. Communicated and enforced company policies and procedures and develop and implement customer service performance standards.
              5. Compiled all customer service reporting requirements.
              6. Developed and analyzed budgets, reports, and financial data.
              7. Investigated and resolved escalated customer service inquiries.
            Years of Experience
            Experience
            2-5 Years
            Experience Level
            Level
            Junior
            Education
            Education
            Criminal Justice

            Sr. Customer Experience Supervisor Resume

            Objective : Responsible for Developing employees, providing performance evaluations, regular feedback during monthly 1:1's and Adhoc,  Assisting with employee development and career planning, and also Managing team daily operations, leads team meetings, develops and reports out on KPIs to meet/exceed team goals and objectives and takes corrective actions as needed.

            Skills : Customer Service, Multitasking, Supporting Skills.

            Description :

              1. Assigned work and set workflow priorities, track the units' performance and monitor daily volume and service levels.
              2. Defined and measured performance standards and staff development as well as building and maintaining a positive work environment.
              3. Resolved escalated, complex customer issues, managing your cost center budget and capacity planning.
              4. Built collaborative internal and external relationships to provide the best services.
              5. Leveraged tools to track productivity and maximize team performance.
              6. Oversaw the day to day customer & technical service operations and maintains major accounts & customer relationships. 
              7. Supported strategic improvements consistent with corporate goals and initiatives, focusing on improving customer retention through a high quality customer experience. 
                      Years of Experience
                      Experience
                      2-5 Years
                      Experience Level
                      Level
                      Junior
                      Education
                      Education
                      Bachelor Of Arts

                      Customer Experience Supervisor Resume

                      Objective : Creating plans for appropriate and efficient staffing levels and coordinates training programs for the team, Fostering a continuous improvement environment, following visual communication processes.

                      Skills : Communication Skills, Coordinating Skills, Team Work.

                      Description :

                        1. Identified operational issues and processed improvements, and implement strategies to improve performance.
                        2. Measured and provided appropriate performance and behavioral feedback to assigned team members. 
                        3. Assisted in the design or implementation of continual improvement projects. 
                        4. Offered suggestions to management with ideas on how to improve customer interaction, employee morale and streamline processes.
                        5.  Managed major accounts and offers high level of customer service including handling complex customer situations, identifying customer needs and taking appropriate actions to ensure those needs are met and performing necessary research and analysis to resolve problems.
                        6. Achieved this through the oversight of work allocation and productivity of individual team members as well as oversees quality performance of individual team members.
                        7. Provided sales support for all levels of sales personnel including identifying vendor options, researching/offering pricing, writing proposals & submitting bids and coordinating events. 
                                Years of Experience
                                Experience
                                2-5 Years
                                Experience Level
                                Level
                                Junior
                                Education
                                Education
                                Criminal Justice

                                Customer Experience Supervisor III Resume

                                Headline : Serving as an escalation point for customers and business partners, Creating a respectful work environment through effective conflict resolution, and also Requiring knowledge of, or ability to learn systems, processes and business tools.

                                Skills : Customer Service, Management Experience.

                                Description :

                                  1. Managed the Service Recovery team of 18 for the Customer Service Dept.
                                  2. Managed the Quality team of 4 for the Customer Service Dept.
                                  3. Monitored service levels, call volumes and schedules; take action needed to ensure customer satisfaction, cost control, and efficiency.
                                  4. Developed daily call center team plans with strategic personnel.
                                  5. Helped promote team performance through consistent training, coaching, and feedback.
                                  6. Scheduled customer call-ins, schedules service requests, and prepares packages.
                                  7. Supported members in implementing changes.
                                      Years of Experience
                                      Experience
                                      5-7 Years
                                      Experience Level
                                      Level
                                      Executive
                                      Education
                                      Education
                                      General Studies

                                      Customer Experience Supervisor III Resume

                                      Headline : To obtain a position Customer Experience Supervisor that will enable to utilize strong organizational and leadership skills, operational background, and ability to work well with people.

                                      Skills : Communication Skills, Developing Skills, Advising Skills.

                                      Description :

                                        1. Established higher call center standards by redesigning employee performance scorecards to capture the essential qualities of high-level customer service.
                                        2. Strengthened service development program by integrating strong mentoring/coaching elements into new employee training.
                                        3. Assisted in developing new initiatives and makes recommendations for change, based on proactive and reactive business needs, focusing on improving the communication, timing and impact to the customer and the employees in the working environment. 
                                        4. Developed sound communication and working relationships with other cross-functional processes, acting as a liaison to advise managers of needs for improved cross functional processes.
                                        5. Established improved avenues of customer interaction and communication, utilizing existing or assisting on the development of new technology, programs, and processes and reporting. 
                                        6. Ran and prepared reports to distribute to appropriate customers.
                                        7. Oversaw job prep function.
                                                Years of Experience
                                                Experience
                                                5-7 Years
                                                Experience Level
                                                Level
                                                Executive
                                                Education
                                                Education
                                                General Studies

                                                Customer Experience Supervisor II Resume

                                                Headline : Managing team personnel, salary and administration. Responsible for team key performance metrics, implementing team training and development plans and continuous improvements.

                                                Skills : Administrative Skills, Multitasking, Training Skills.

                                                Description :

                                                  1. Oversaw daily operations of a Fortune 500 Company Financial Call Center with over 500 employees that process payments transactions.
                                                  2. Assisted with the training of new associates on department policies and procedures.
                                                  3. Collaborated with Supervisors and Directors on a weekly basis to develop an ongoing individual performance management process, identify knowledge gaps and new procedures.
                                                  4. Weekly side by side evaluations, quality monitoring administered to each representative.
                                                  5. Developed Technical Service staff through effective hiring, coaching, evaluative performance feedback and guidance. 
                                                  6. Managed daily internal workflow to ensure job coordination, completion and billing.
                                                  7. Performed other related duties as required or requested. Education: Required Education: in High School or Equivalent Experience (North America & LATAM):
                                                    Years of Experience
                                                    Experience
                                                    5-7 Years
                                                    Experience Level
                                                    Level
                                                    Executive
                                                    Education
                                                    Education
                                                    Business Administration

                                                    Customer Experience Supervisor II Resume

                                                    Headline : Managing and rectifing guest complaints in assigned areas per practice and policy, ensuring records are maintained, Managing all policies and procedures in relation to employment as advised by Human Resources and Merlin Operations Manual.

                                                    Skills : Proficient In MS Office Software, Proficient In Usage Of Management Systems.

                                                    Description :

                                                      1. Responsible for ensuring all calls, emails, and chats consistently meet the quality goals established by the Call Center Team for the Associates.
                                                      2. Monthly Performed Evaluation reports provided to Executive Management.
                                                      3. Built effective working relationships with respective teams to drive a phenomenal customer and agent experience.
                                                      4. Analyzed trends of cost & experience by journey / product / intent / channel / partner to identify optimization and prevent opportunities.
                                                      5. Built out an operational roadmap of prioritized improvement initiatives.
                                                      6. Used data to measure and track the impact of implemented Prevent and CX initiatives.
                                                      7. Worked with product and other operations teams to draft customer journeys, business requirements, and go to market strategy.
                                                                Years of Experience
                                                                Experience
                                                                5-7 Years
                                                                Experience Level
                                                                Level
                                                                Executive
                                                                Education
                                                                Education
                                                                Business Administration

                                                                Customer Experience Supervisor I Resume

                                                                Headline : Responding to customer inquiries/complaints and serves as escalation point to troubleshoot and resolve issues and risks jeopardizing customer commitments. Responsible for identifying and communicating action plans and resolution to customer in a timely manner.

                                                                Skills : Salesforce, Event Planning, Event Management, Personnel Management, Social Media Management, SEO.

                                                                Description :

                                                                  1. Responsible for preparing the daily deposit and check deposit for the bank.
                                                                  2. Developed new Test & Learns and feedback processes to generate insights for policy/process creation.
                                                                  3. Experienced influencing and earning the trust of senior partners and moving business teams to take action.
                                                                  4. Evaluated business processes to find opportunities to optimize experience and efficiency.
                                                                  5. Established a strategic content framework to support the digital customer experience.
                                                                  6. Aligned social and messaging customer experience: structure, processes, reporting, etc.
                                                                  7. Developed in-depth strategy based on enterprise-specific data and predetermined key performance indicators (KPIs).
                                                                              Years of Experience
                                                                              Experience
                                                                              5-7 Years
                                                                              Experience Level
                                                                              Level
                                                                              Executive
                                                                              Education
                                                                              Education
                                                                              General Studies

                                                                              Customer Experience Supervisor I Resume

                                                                              Headline : Seeking a Customer Experience Supervisor position with an outstanding career opportunity that will offer a rewarding work environment along with a winning team that will fully utilize management skills.

                                                                              Skills : Training Skills, Customer Service, Researching Skills.

                                                                              Description :

                                                                                1. Assisted any customer concerns as well as guiding cashiers through any problems.
                                                                                2. Answered customers' questions and addressed problems and complaints in person and via phone.
                                                                                3. Responsible for training associates on a register and through the policies of the store.
                                                                                4. Opened and closed the store, which included putting out and collecting the cash at the beginning and end of the sales day.
                                                                                5. Maintained visually appealing and effective displays at the front of the store and assisted with displays throughout the store.
                                                                                6. Attended store meetings and gave much input on what could improve presentation and sales.
                                                                                7. Proactively researched and shared best practice guidelines for emerging messaging channels.
                                                                              Years of Experience
                                                                              Experience
                                                                              5-7 Years
                                                                              Experience Level
                                                                              Level
                                                                              Executive
                                                                              Education
                                                                              Education
                                                                              General Studies

                                                                              Customer Experience Supervisor/Consultant Resume

                                                                              Summary : Leading (by example) the GE Team to consistently deliver world-class experiences to our guests, as evidenced by continuously meeting or exceeding KPI and Mystery Visit targets, and also Supporting the delivery initial and ongoing training of GE Team as required for safe, efficient, and effective operation of assigned areas.

                                                                              Skills : Project Management, Merchandising, Client Relations, Customer Service, Research.

                                                                              Description :

                                                                                1. Provided superior customer service and open and closed stores.
                                                                                2. Maintained the appearance of the store and the product.
                                                                                3. Completed daily schedules for optimal customer service during peak hours.
                                                                                4. Achieved the highest credit card sales in the region.
                                                                                5. Drive business results through team productivity, active sales generation, and engaging customers via excellent service.
                                                                                6. Proactively researched social communities and trends; stay abreast of industry news and implications for social media.
                                                                                7. Created POVs, best practices and recommendations related to emerging digital platforms.
                                                                              Years of Experience
                                                                              Experience
                                                                              10+ Years
                                                                              Experience Level
                                                                              Level
                                                                              Senior
                                                                              Education
                                                                              Education
                                                                              General Studies

                                                                              Customer Experience Supervisor Resume

                                                                              Summary : To obtain an Customer Experience Supervisor position that will utilize and develop skills to allow to grow within a company. Experience working effectively across multiple facilities and reporting lines.

                                                                              Skills : Change Management Skills, Training Skills, Decision Making Skills.

                                                                              Description :

                                                                                1. Supervised associates and train them in customer service skills.
                                                                                2. Provided superior customer service and open and closed stores.
                                                                                3. Processed and prepared reserve/order in-store being shipped from the store.
                                                                                4. Managed performance and behavior of 25 Seller Support Associates through effective 1:1 meetings, coaching, and mentorship.
                                                                                5. Implemented performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed.
                                                                                6. Reviewed and analyzed performance metrics to identify areas of opportunity that will drive performance improvement.
                                                                                7. Ensured that Associates have a clear understanding of the performance and behavior criteria and how it impacts site performance and the overall Seller experience.
                                                                                        Years of Experience
                                                                                        Experience
                                                                                        10+ Years
                                                                                        Experience Level
                                                                                        Level
                                                                                        Senior
                                                                                        Education
                                                                                        Education
                                                                                        General Studies

                                                                                        Customer Experience Supervisor/Consultant Resume

                                                                                        Headline : Dedicated and self-motivated manager with superior time management and communication skills. Effectively develops teams based on detailed training and hands on support. Excels at client and vendor relations, prioritizing and problem solving.

                                                                                        Skills : Customer Insights, Managing Skills, Reporting Skills.

                                                                                        Description :

                                                                                          1. In charged of everything customer-based with increasing tasks in merchandising and shipment.
                                                                                          2. In charged of tracking and driving credit card sales, and upholding high customer experience survey results.
                                                                                          3. Recruited, interviewed, hired, coached, and trained 60+ associates, as well as scheduling up to 1,500 hours.
                                                                                          4. Uphold high standards on and off the sales floor.
                                                                                          5. Driven sales to exceed LY and meet company set budgets.
                                                                                          6. Used FMR reporting to track categories to drive underperforming items and maintain high selling items.
                                                                                          7. Handled and filed account payables.
                                                                                        Years of Experience
                                                                                        Experience
                                                                                        5-7 Years
                                                                                        Experience Level
                                                                                        Level
                                                                                        Executive
                                                                                        Education
                                                                                        Education
                                                                                        General Studies

                                                                                        Customer Experience Supervisor/Consultant Resume

                                                                                        Headline : Customer Experience Supervisor/Consultant with 2+ years of experience in Ensuring that the highest possible standards of service, cleanliness, technical operation and safety are adhered to by the GE Team, and also Supporting the delivery of specified revenue metrics for any commercial areas operated by the GE Team.

                                                                                        Skills : Management, Marketing, Organizational Development, Operations, Office Management, Office Management.

                                                                                        Description :

                                                                                          1. Partnered with workforce management to execute daily staffing plans, identifies and reports significant volume and capacity changes, making just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals.
                                                                                          2. Managed schedules, monitored adherence, time-off planning, and attendance in partnership with Workforce Management.
                                                                                          3. Participated in daily Kaizen events to identify and implement process improvement change initiatives.
                                                                                          4. Conducted Seller interaction audits and provide coaching to improve performance.
                                                                                          5. Maintained a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.
                                                                                          6. Demonstrated excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
                                                                                          7. Liaised with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Sellers issues and questions.
                                                                                                      Years of Experience
                                                                                                      Experience
                                                                                                      5-7 Years
                                                                                                      Experience Level
                                                                                                      Level
                                                                                                      Executive
                                                                                                      Education
                                                                                                      Education
                                                                                                      General Studies

                                                                                                      Lead Customer Experience Supervisor Resume

                                                                                                      Objective : To secure a challenging position within an industry where experience and skills will allow me to make a valuable contribution to a growing organization. Creating the valued service provider experience with these customers.

                                                                                                      Skills : Analytical Skills, Tracking Skills, Developing Skills.

                                                                                                      Description :

                                                                                                        1. Developed and maintained a customer service-oriented team of Brand Ambassadors through training and continual coaching.
                                                                                                        2. Tracked time and attendance, issuing correctives and terminations when necessary.
                                                                                                        3. Oversaw all breaks and meal periods within compliance standards.
                                                                                                        4. Tracked Brand Ambassador weekly sales to recognize achievements.
                                                                                                        5. Maintained product knowledge and brand communication boards.
                                                                                                        6. Driven customer loyalty through credit card acquisition.
                                                                                                        7. Ensured a high-quality experience for both internal and external customers.
                                                                                                      Years of Experience
                                                                                                      Experience
                                                                                                      2-5 Years
                                                                                                      Experience Level
                                                                                                      Level
                                                                                                      Junior
                                                                                                      Education
                                                                                                      Education
                                                                                                      Liberal Studies

                                                                                                      Lead Customer Experience Supervisor Resume

                                                                                                      Objective : Working with Operations Manager [or Guest Experience Manager] to implement labor budgets/schedules for various day-types and seasonal needs, Leading (by example) the GE Team to be Guest-Obsessed, positive, proactive, and FUN at all times.

                                                                                                      Skills : Microsoft Office Suite, CMS, SEO, Adobe Analytics.

                                                                                                      Description :

                                                                                                        1. Maintained composure in critical situations and communicate clearly with both internal and external stakeholders.
                                                                                                        2. Fostered a positive team environment and collaboration within the site.
                                                                                                        3. Demonstrated effective, clear, and professional written and oral communication.
                                                                                                        4. Demonstrated appropriate sense of urgency and adaptability in response to changing business needs.
                                                                                                        5. Possessed prioritization and time management skills, with a high degree of flexibility.
                                                                                                        6. Embraced constant change with flexibility and good grace.
                                                                                                        7. Improved the customer service experience, create engaged customers, and facilitate organic growth.
                                                                                                            Years of Experience
                                                                                                            Experience
                                                                                                            2-5 Years
                                                                                                            Experience Level
                                                                                                            Level
                                                                                                            Junior
                                                                                                            Education
                                                                                                            Education
                                                                                                            Liberal Studies

                                                                                                            Customer Experience Supervisor Resume

                                                                                                            Objective : Managing training and development activities, metrics, quality monitoring for the department, supporting domestic and international commercial/indirect fields team, and technical and non-technical representatives.

                                                                                                            Skills : Creative Skills, Recruiting Skills, Training Skills.

                                                                                                            Description :

                                                                                                              1. Evaluated associates on performance and complete annual performance appraisals.
                                                                                                              2. Created and sustained an environment that motivates high performance, recognizes and rewards excellence of individuals and teams and focuses on creating an exceptional customer experience.
                                                                                                              3. Took ownership of customers issues and follow problems through to resolution.
                                                                                                              4. Created effective customer service procedures, policies, and standards.
                                                                                                              5. Kept accurate records and document customer service actions and discussions.
                                                                                                              6. Analyzed statistics and compile accurate reports.
                                                                                                              7. Recruited, mentored and developed customer service agents and nurture an environment where they can excel through encouragement and empowerment.
                                                                                                                    Years of Experience
                                                                                                                    Experience
                                                                                                                    2-5 Years
                                                                                                                    Experience Level
                                                                                                                    Level
                                                                                                                    Executive
                                                                                                                    Education
                                                                                                                    Education
                                                                                                                    Bachelors In Design

                                                                                                                    Customer Experience Supervisor Resume

                                                                                                                    Objective : Customer Experience Supervisor with 3 + years of experience in Handling operational challenges as they occur,  Monitoring the visual appeal and effectiveness of all assigned areas, regularly making improvement recommendations to GM.

                                                                                                                    Skills : Supervising Skills, Customer Service, Multitasking.

                                                                                                                    Description :

                                                                                                                      1. Developed by the leadership team to ensure effective and efficient store operation of a 4.5 million a year volume store.
                                                                                                                      2. Served as a manager on duty, executed opening and closing procedures and provided sales floor and store operations supervision as required.
                                                                                                                      3. Able to use previous talent management experience to secure sponsorships for our events such as Pepsi, Regal Cinemas, and Sephora amongst others.
                                                                                                                      4. Made during the hours of the events and helped the store to be up to 150% above sales goals for that week.
                                                                                                                      5. Proved to double comp and increase traffic from 50 to 80% from last year's numbers.
                                                                                                                      6. Provided support, guidance, leadership, and motivation to promote maximum performance.
                                                                                                                      7. Lead and developed managers, leads, and specialists.
                                                                                                                    Years of Experience
                                                                                                                    Experience
                                                                                                                    2-5 Years
                                                                                                                    Experience Level
                                                                                                                    Level
                                                                                                                    Executive
                                                                                                                    Education
                                                                                                                    Education
                                                                                                                    Bachelors In Design