Summary
Overview
Work History
Education
Skills
Timeline
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Shauna Avitia

Sacramento

Summary

Dynamic Customer Service Supervisor with a proven track record at West Corporation, excelling in complaint resolution and employee training. Skilled in policy development and performance monitoring, I successfully enhanced customer satisfaction ratings by implementing effective strategies. Known for fostering team productivity and delivering exceptional service through strong communication and empathetic leadership.

Overview

22
22
years of professional experience

Work History

Customer Service Supervisor

West Corporation
Sacramento
03.2016 - 01.2024
  • Resolved customer complaints or answered customers' questions.
  • Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
  • Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
  • Provided day-to-day leadership to cultivate environment that exemplified company values.
  • Interviewed, hired and trained staff to meet company objectives.
  • Analyzed financial activities of department to share budgetary input with managers.
  • Evaluated and authenticated returns, exchanges and voids.
  • Guided employees in handling difficult or complex problems.
  • Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
  • Interpreted and explained work procedures and policies to brief staff.
  • Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
  • Computed balances, totals or commissions to support accounting team.
  • Monitored phone calls to provide feedback and coaching.
  • Recruited, interviewed and selected employees to fill vacant roles.
  • Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
  • Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
  • Coordinated with other supervisors, combining group efforts to achieve goals.
  • Managed team of customer service representatives to ensure high-quality support.
  • Addressed customer inquiries to increase customer satisfaction ratings.
  • Drove positive customer satisfaction levels by providing successful training to associates.
  • Evaluated employee performance reviews based on specific criteria set forth by management.
  • Created reports on daily, weekly, monthly basis related to customer service activities.
  • Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Trained new customer service representatives on company policies and procedures.
  • Assessed team member performances by delivering one-on-one coaching to promote better service.
  • Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
  • Researched and prepared reports required by management or governmental agencies.
  • Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
  • Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback.

Customer Service Rep/ Research Assistant

Contract Xchange
Sacramento
02.2008 - 01.2018
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Answered customer inquiries via phone, email, and chat.
  • Oversaw warranty counseling process to manage expense controls.
  • Surpassed sales goals through implementation of successful marketing strategies.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Provided accurate information about products and services to customers.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Updated system with order specifics and customer details, preferences, and billing information.
  • Developed positive relationships with customers through friendly interactions.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Developed strong customer relationships to encourage repeat business.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Supported sales team members to drive growth and development.
  • Conducted regular follow-up calls with customers after resolving their issues.

Research Assistant

Metro Inc
Sacramento
02.2002 - 08.2008
  • Performed clerical accounting duties associated with financial record-keeping and the preparation of payroll for three internal departments, consisting of 700 employees.
  • Maintained financial records for assigned accounts, and set up new accounts according to established procedures, ensuring the confidentiality of information and records.
  • Posted, assembled, tabulated, compared, and verified critical financial and statistical data.
  • Prepared documentation for computer input while maintaining and ensuring the accuracy of assigned accounts.
  • Delivered customer service both over the phone and in person, responding to requests and inquiries regarding payroll.
  • Coordinated with employees, vendors, and other departments concerning financial and administrative matters.
  • Maintained a variety of databases, entering information and verifying for accuracy while developing reports as needed.

Education

Skills

  • Customer service
  • Complaint resolution
  • Employee training
  • Policy development
  • Performance monitoring
  • Budget analysis
  • Team management
  • Data analysis
  • Recruitment and hiring
  • Communication skills
  • Quality control
  • Conflict resolution
  • Call center management
  • Staff assignments and supervision
  • Team productivity
  • Research
  • Empathy and patience
  • Task delegation
  • Team building
  • Time tracking
  • Sales support
  • Research and due diligence
  • Complaint handling
  • Handling escalations
  • Inter-department collaboration
  • Workflow management
  • Call center operations
  • Issue resolution
  • Records management
  • Employee scheduling

Timeline

Customer Service Supervisor

West Corporation
03.2016 - 01.2024

Customer Service Rep/ Research Assistant

Contract Xchange
02.2008 - 01.2018

Research Assistant

Metro Inc
02.2002 - 08.2008

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Shauna Avitia