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Customer Care Supervisor

Top Management

SUMMARY OF SKILLS
 
?	Strong Customer Service skills
?	Extensive knowledge on Oakley product 
?	Excellent verbal and written communication
?	Impeccable attention to detail
?	Eagerness to always learn and grow
?	Rapidly adapt to new technologies/software
?	Proven integrity and professionalism

?	Extensive knowledge with SAP
?	Microsoft Word, Excel, Outlook and Hybris
?	20+ years in Supervision



•	Supervise a staff of up to 7 employees
•	Verify / Enter employee’s hours into ADP software daily
•	Create Break / Lunch schedules to ensure phone coverage 
•	Approve refund requests 
•	Process vendor orders
•	Coach and Develop CS employees
•	Document and create processes as needed
•	Complete monthly 1-on-1 scorecards


Customer Service Supervisro

*	Supervise Customer Care staff of 10 employees to include onsite and remote agents.
*	Point of contact for escalated calls and complicated issues that arise from external customers.
*	Approve timecards for staffing within ADP to ensure employee hours are compliant with work schedule.
*	Create and maintain employee scheduling to ensure breaks & lunches are adhered to for proper phone coverage to include spikes and down time.
*	Approve Customer refund or credit requests.
*	Process Vendor manual orders to confirm they are input into Salesforce/Oracle for proper processing.
*	Coach, develop and train Customer Service representatives based off job roles or responsibilities.
*	Create SOP's (Standard Operation Procedures) based off need or new implementations.
*	Created and developed Customer Service Score Cards to review Monthly Agent KPI achievement.
*	Facilitate weekly team meeting with Customer Service team to review team KPI's.
*	Staffing - conduct new hire interviews and screening.
*	Train and onboard Customer Service Representatives based on job responsibilities or roles.
*	Support Regional Sales team within Mid-America, West Coast, & Canada regions, (Approximately 15)
*	Assist and support Doctor Office Accounts with questions, orders, or concerns. (Mid-America, West Coast, & Canada regions)

EMPLOYMENT HISTORY
OAKLEY, INC.		               						            Foothill Ranch, CA
Customer Service & Dealer Services Supervisor			 		                             03/2000 –Present

•	Supervise a staff of up to 15 employees during peak season
•	Conduct monthly 1-on-1 meetings with each of my employees to review performance
•	Monitor calls for each employee on a weekly basis to maintain quality 
•	Handle escalated calls and assist in resolving complicated issues
•	Provide my employees with immediate coaching feedback on areas of opportunity
•	Facilitate monthly team meeting with my direct reports
•	Approve and process daily credit request
•	Verify / Enter employees hours into Kronos software on a daily basis
•	Ensure schedule adherence by using scheduling software
•	Administer appropriate disciplinary action in a timely fashion
•	Conduct New Hire face to face interviews 
•	Co-Manage employee engagement / fun committee


Customer Service Supervisor

*	Supervise a staff of up to 15 employees during peak season.
*	Conduct monthly 1-on-1 meetings with each of my employees to review performance.
*	Monitor calls for each employee on a weekly basis to maintain quality.
*	Handle escalated calls and assist in resolving complicated issues.
*	Provide my employees with immediate coaching feedback on areas of opportunity.
*	Facilitate monthly team meetings with my direct reports.
*	Approve and process daily credit requests.
*	Verify / Enter employee hours into Kronos software on a daily basis.
*	Ensure schedule adherence by using scheduling software.
*	Administer appropriate disciplinary action in a timely fashion.
*	Conduct New Hire face to face interviews.
*	Co-Manage employee engagement / fun committee.

Customer Service AND Dealer Services Supervisor

Find out detailed information about Karin Hernandez, Customer Care Supervisor in Foothill Ranch, CA

Karin Hernandez: Customer Care Supervisor in Foothill Ranch, CA

Karin Hernandez

California State University