Andrew Levy
Camden
Summary
Dynamic Customer Service Supervisor specializing in training development and performance management. Enhanced operational efficiency and customer satisfaction by implementing structured coaching and training programs across multiple departments. Eager to transition into a management role driving team growth and customer relations.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
Palmetto GBA
Columbia
08.2021 - Current
- Lead and develop a team of 20+ customer service advocates through structured coaching, performance reviews, training refreshers, and individualized development plans.
- Managed performance coaching, onboarding, workflow documentation, and cross-departmental collaboration to enhance service delivery.
- Monitor calls for quality, accuracy, compliance, and performance metrics; identify coaching and training needs based on findings.
- Facilitated daily coaching sessions and ongoing training interventions to enhance knowledge retention, elevate service quality, and achieve KPIs.
- Oversee recruitment, interviewing, onboarding, and new-hire training to ensure staff are fully equipped with the required knowledge and skills.
- Created and maintained training resources, workflows, and best practices to support organizational readiness and continuous improvement efforts.
- Assign learning modules and required courses within the LMS to enhance performance, ensure compliance, and close skill gaps.
- Collaborate with training teams and cross-functional leaders to enhance training content, update processes, and address department-wide learning needs.
- Participate in daily meetings with multiple departments to discuss performance trends, resolve issues, and communicate training impacts.
- Training-focused operations leader responsible for developing staff competencies, improving learning programs, and enhancing customer experience outcomes.
Customer Relations Coordinator
Verizon
Columbia
07.2017 - 07.2021
- Resolved escalated customer issues to ensure timely resolution and maintain satisfaction.
- Negotiated with high-risk customers to de-escalate conflicts and promote product sales.
- Analyzed and prepared reports to implement initiatives that would drive performance metrics and provided feedback to senior management; lowered disconnection rates to 3% within 2 months.
- Collaborated on projects to drive enhancements and achieve positive outcomes.
- Led team meetings to improve communication and align training objectives with management strategies.
Claims Customer Service Team Lead
BlueCross & BlueShield of SC
Columbia
01.2014 - 06.2017
- Coached / Trained 15+ advocates by conducting monthly performance audits, call monitoring, and one on one focus sessions.
- Provide coaching opportunities for the agents, identify their challenges, and create strategic procedures for review.
- Identified and documented opportunities for team improvement in procedures and standards, enhancing efficiency and cost-effectiveness.
- Monitored advocate tasks and productivity, reporting team performance to senior management for strategic insights.
Education
Highschool Diploma -
Lugoff Elgin Highschool
Lugoff, SCSkills
- Customer Service
- Leadership
- Customer Training
- Performance Management
- Training methods
- Risk Assessment
- Communication
- Collaboration
- Problem Solving
- Critical Thinking
- Adaptability
- Microsoft Suite
- Creative problem solving
- Strategic thinker
Websites
Certification
- MDP Certified
- Lean Six Sigma Certified
Accomplishments
- Division 1M/5M/6M Team of the Year 2022 PCC Management
Timeline
Customer Service Supervisor
Palmetto GBA
08.2021 - Current
Customer Relations Coordinator
Verizon
07.2017 - 07.2021
Claims Customer Service Team Lead
BlueCross & BlueShield of SC
01.2014 - 06.2017
Highschool Diploma -
Lugoff Elgin Highschool