Customer Service Supervisor

Jerry Duce
64 Ruppert Darive
Lyme, CT 94588
(213) 455-2234

Business Leadership Profile

Motivated, goal-oriented professional with experience leading teams of 25+ employees. Able to provide energetic and dynamic direction to staff. Skilled communicator committed to meeting and exceeding company objectives. Exceptionally skilled at leading training seminars including the development of training materials.

Competencies include:
• Able to supervise and provide career coaching.
• Able to deliver quality and useful reports.
• Experience managing financial operations for call center.
• Negotiations

Computer Skills

Microsoft Office and Excel and banking/accounting software.

Work History

Vantage Wireless, Lyme, CT

1999 – Present

Present
Supervisor, Customer Service
• Directed teams of customer service representatives to exceed expectations.
• Improved response time and handled escalated matters.
• Analyzed personnel statistics and recommended promotions.
• Provided coaching for career development.
• Trained supervisors on new software.

1999
Senior Customer Relations Specialist
• Used negotiation skills to rescue accounts.
• Developed company-wide training procedures.
• Helped department manager with training and scheduling.

Achievements:
• Exceeded account retention goals by 110%
• Received Employee of the Quarter for account retention.
• Earned Customer Service Appreciation Award for high customer service rating.

Hogroup/Opportunity Personnel, Hartford, CT

1998 – 1999
Special Projects Consultant for Northeastern Bank & Trust
Developed training program for deposit operations; led training for new and existing employees.

Axis Technologies Cellular, Lichfield, CT

1997 – 1998

1997 – 1998
Technical Support Representative
Led training groups for support employees to train them in use of company software and in-house computer programs.

1997 – 1997
Carrier Relations Analyst

Robert Jones Account Temporaries, Hartford, CT

1997 – 1997

Wintonbury Bank & Trust, Wintonbury, CT

1995 – 1997

1996 – 1997
ATM Services Representative
Resolved escalated customer disputes; monitored and trained entire region on compliance issues; investigated fraud-related matters.

1995 – 1996
Deposit Services Representative
Resolved discrepancies; worked with bank’s attorney as liasion for company; developed a written manual for new hires to study.

Connecticut Real Estate Services, Hendron, CT

1995 – 1995
Personal Assistant to Office Manager
Utilized MLS database to market and research properties.

Issacson, Inc., Lyme, CT

1994 – 1995
Assistant Sales Representative for Commercial Real Estate Company

Borso, Hendron, CT

1992 – 1994
Real Estate Legal Secretary

Education

Manhattanville College

1995
Finance
Departmental Honors

Internships

Relocation Services, Norwalk, CT

Assistant in Real Estate Service

CS Securities, Harrison, NY

Marketing Assistant

Continuing Education

• Managing Multiple Priorities
• Results Based Leadership
• Time Management
• Responding to Conflict
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