Customer Support Supervisor

Monitored schedule adherence for a large-scale digital retail call center, comprised of 200+ agents in three countries, in real time.
• Coordinated with Human Resources, Customer Care leadership, and Operations to create and maintain daily schedules for call center agents. Assigned meetings and training sessions, overtime, time off, absences, and special exceptions to schedules. Prepared daily reports summarizing current call center statistics compared to forecasted outcomes, as well as agent availability and handle times, absences, and any actions taken to adjust staffing to better align with projections, such as offering approved overtime or voluntary time off. Included any known technical issues or call drivers contributing to the information provided, as well as any actions taken to mitigate their effect on service levels.
• Communicated with agents and support staff via Slack and email, analyzed call center activity and completed tasks using Microsoft Office (primarily Excel, Word, and Outlook) and Google Docs, as well as proprietary software provided by Aspect, Avaya, Oracle, and Gladly.

Complete design process of promotional materials, signage, and merchandise for a range of small businesses across multiple industries, from conceptualization to completed product. Skilled in Adobe Creative Suite (Illustrator, Photoshop, InDesign), web design applications (HTML, CSS, Dreamweaver), Google Sketchup, GNU Image Manipulation Program (GIMP), as well as content creation and editing (Wondershare Filmora). Professional contract body of work includes character, app icon, logo and apparel design, business branding and advertising, as well as modernization of previous logos and artwork by recreating, simplifying, and optimizing art for print and web use by creating scaleable vector graphic versions.
• Illustrated children’s book “Juko’s First Day of School” in conjunction with Sparkle of Life, a Houston, TX-based non-profit Down Syndrome advocacy group. Currently contracting for brand identity, including logos, mascots, advertising, uniforms and merchandise design, for the Women’s Football Alliance. Completed and ongoing campaigns for the Los Angeles Legends and Tennessee Trojans. Supporting teams with additional content designed for recruitment social media campaigns. Personal works consist of portraiture, pinups, tiny house design, digital fine art, NFTs, website design and search engine optimization, photo manipulation and restoration.

Provided agent support for order issues encountered during member contact, such as policy and procedure updates, order and return status, payment system transaction verification, manual transaction processing, merchandise inventory levels, and late cancellation requests.
• Took over escalated calls from agents regarding inbound calls, emails, and social media. Sought resolution of the customer’s issue with assistance from appropriate departments and followed the issue through completion, updating the customer as needed.
• Reviewed inbound issue tickets from first level agents, checked them for validity and completion against established guidelines, and triaged them to appropriate departments within the company. Followed up with customers after issues had been resolved.
• Assumed the role of trainer for new LCC agents throughout the holidays and into the new year, familiarizing them with programs and websites specific to the job duties they would assume. Processed manual financial transactions for failed returns and recharges for seasonal agents. Logged agent transaction requests and tracked errors made, using data collected to report to supervisors and coach agents on practices and procedures, with the goal of reducing errors to levels similar to those of full time LCC agents or lower. Kept open lines of communication via Slack, email and text with agents to assist with their escalated inquires in real time.

Provided first level Customer Service assistance via phone, web chat, and email for a large online retailer customer base. Reviewed order status, processed cancellations, address updates, subtotal refunds and other financial adjustments. Researched product details such as sizing conversions, materials, and colors, as well as availability through competing retailers for the purposes of price matching. Initiated investigations on lost in transit or stolen merchandise and provided updates to customers on status and recovery.
• Responsible for entering detailed notes on any issues or inquiries presented during the course of an order from initial order through delivery and beyond, as well as follow up to update customers on status of issue resolution if help from other departments was required. Adept at multitasking as a necessary condition of assisting with these issues in real time, while simultaneously submitting necessary information to the appropriate departments for assistance and logging details of customer contact.