Nichole Frantz
Fontana
Summary
Experienced Customer Service Supervisor bringing 20 plus years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
24
24
years of professional experience
Work History
Customer Service Supervisor
Charter Communications, Spectrum
01.2010 - Current
- Coached representatives through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Developed and maintained strong relationships with representatives to maintain loyalty and satisfaction.
- Conducted training and mentored representatives to promote productivity and commitment to friendly service.
- Coached representatives to deliver hospitable, professional service while adhering to set service models.
- Assessed representatives performance by monitoring individual calls and providing regular coaching and feedback to assure overall performance and quality standards are met or exceeded.
- Handled department personnel concerns including performance reviews, counseling and progressive disciplinary actions as needed.
- Motivated and inspired others to action utilizing effective leadership skills including problem solving, team development.
Service Delivery Supervisor
TPx Communications (TelePacific Communications)
10.1999 - 10.2009
- Created and maintained daily and weekly reports for upper management.
- Scheduled and oversaw project coordination and engineering of service transitions of telecom.
- Supervised team of Project Coordinators and Service Engineers to complete work on time and to company standards.
- Monitored priorities and liaised between engineering and field operations, delegating tasks to complete on time.
- Monitored daily progress and work quality to provide guidance and direction to coordinators and engineers.
- Managed efficient teams of up to 25 employees.
- Efficiently assisted project coordinators with problematic projects to maintain customer satisfaction and quickly rectify issues.
- Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity.
Education
Bachelor of Science - Telecommunications Management
DeVry University
Pomona06.1999
Skills
- Responsible and Dependable
- Verbal and Written Communication
- Supervising Employees
- Customer Relationship Management
- Leadership and Change Management
- Customer Service Management
- Corrective Actions
- Performance Management
- Quality Assurance
- Customer Escalations
- Maintaining Clean Work Areas
Timeline
Customer Service Supervisor
Charter Communications, Spectrum
01.2010 - Current
Service Delivery Supervisor
TPx Communications (TelePacific Communications)
10.1999 - 10.2009
Bachelor of Science - Telecommunications Management
DeVry University
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