Matthew Jonopulos
Antelope
Summary
Dynamic Customer Service Supervisor at Gap Inc. with a proven track record in training and mentoring teams to resolve complex issues efficiently. Expert in Salesforce, I enhanced service quality through collaboration and developed standard operating procedures, fostering a positive work environment and driving team success. Strong problem-solving and communication skills underpin my leadership approach.
Overview
15
15
years of professional experience
Work History
Customer Service Supervisor
Gap Inc. Corporate Headquarters
10.2008 - 07.2023
- Assisted team in resolving customer inquiries and complaints effectively via email, chat and phone.
- Expertly navigated Salesforce software to monitor employees and track customer trends.
- Trained new hires on computer systems, policy and procedures.
- Reviewed resumes, conducted interviews and made hiring decisions.
- Managed payroll and scheduling for team members.
- Created standard operating procedures for several department wide processes.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
Education
Associate of Arts - Business Administration
American River College
Sacramento, CANo Degree - Business Administration And Finance
California State University, Sacramento
Sacramento, CASkills
- Training and mentoring
- Coaching employees to resolved complex issues efficiently
- Team building and leadership
- Employee scheduling
- Leading team meetings
- Advanced verbal and written communication
- Empathy and patience
- Multitasking and organization
- Advanced problem solving
Accomplishments
- Successfully launched new chat service and helped team adapt to changes.
- Worked with Salesforce to create a customized customer service platform.
- Collaborated with other departments to maximize functions of customer service platform and improve efficiencies.
Affiliations
- Veteran
- NCOAA
Timeline
Customer Service Supervisor
Gap Inc. Corporate Headquarters
10.2008 - 07.2023
Associate of Arts - Business Administration
American River College
No Degree - Business Administration And Finance
California State University, Sacramento
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