Amy Hagley
Omaha,NE
Summary
Experienced Customer Service Supervisor bringing 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
10
10
years of professional experience
Work History
Customer Service Supervisor
Inspira Financial
04.2021 - Current
- Supervised daily operations of customer service team to ensure high-quality support.
- Trained and mentored staff on best practices for effective customer interactions.
- Developed and implemented process improvements to enhance customer satisfaction rates.
- Resolved escalated customer issues with a focus on efficiency and resolution time.
- Coordinated cross-departmental communication to streamline service delivery processes.
- Monitored team performance metrics, providing regular feedback for continuous improvement.
- Coached employees through day-to-day work and complex problems.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Assisted in the build out and maintenance of our Chat and Email platform
Associate Account Manager
Inspira Financial
06.2019 - 04.2021
- Managed client accounts, ensuring timely communication and resolution of inquiries.
- Collaborated with sales teams to align strategies for upselling services to existing clients.
- Evaluated client feedback to refine service offerings, enhancing overall customer satisfaction levels.
- Developed strong relationships with clients through regular communication and excellent customer service.
- Resolved complex client issues by working closely with various departments within the company, fostering cross-functional collaboration.
- Conducted regular account reviews to assess client satisfaction levels, making necessary adjustments to maintain strong relationships.
- Contributed to the successful launch of new products and services by providing valuable feedback on client needs and expectations.
- Negotiated contract renewals with existing clients, securing ongoing business while maintaining profitability goals.
HSA Account Support
Inspira Financial
01.2016 - 01.2019
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Research and resolution of HSA account and tax issues
- Mentoring and providing subject matter expertise to CSRs and leaders
- Collaboration across departments to facilitate issue resolutions
- Maintained up to date processes and procedures for the team
- Creation and editing of training materials and manuals
Skills
- Problem-solving
- Time management
- Customer service
- Multitasking and organization
- Team building and leadership
- Training and mentoring
- Call center operations
- Performance management
Timeline
Customer Service Supervisor
Inspira Financial
04.2021 - Current
Associate Account Manager
Inspira Financial
06.2019 - 04.2021
HSA Account Support
Inspira Financial
01.2016 - 01.2019
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