Claire Donnelly
Customer Service Supervisor
Contact Details
Education
BA (Hons): Business Administration
Leeds Beckett University, Leeds, UK
Sep 2010 – Jun 2013
Skills
- Team leadership - Expert
- Complaint resolution - Expert
- Coaching and onboarding - Expert
- Order management systems - Advanced
- Rota planning - Advanced
- Service reporting - Advanced
Summary
Customer service supervisor with twelve years in a manufacturing business, the last five leading the order desk for its trade accounts. Runs a team of nine across phone, email and live chat, owns the escalation queue, and is known for turning complaint data into changes the production floor actually adopts.
Work Experience
Customer Service Supervisor, Harlow Components, Leeds, UK
Mar 2021 – Present
- Lead a team of nine handling 1,400 trade orders a week, holding first-contact resolution above 85 percent for three consecutive years
- Introduced a shared complaint log with the production planners that cut repeat delivery complaints by a third in its first year
- Run the fortnightly one-to-ones, the shift rota and the onboarding plan for every new starter on the desk
Senior Customer Service Representative, Harlow Components, Leeds, UK
Jun 2014 – Mar 2021
- Managed the accounts of forty trade customers, keeping every order acknowledged within four working hours
- Wrote the desk’s returns procedure, later adopted as the standard across both sites
- Trained six new representatives on the order system and the escalation process
References
References available upon request
Graphite template
Claire Donnelly, Customer Service Supervisor
Claire Donnelly is a customer service supervisor with twelve years at one manufacturing business, the last five leading its trade order desk. The resume is written for a supervisor or team leader role where the reader wants team size, volumes and resolution rates before anything else.
Why this resume works
- The summary gives the team size, the channels covered and the ownership of the escalation queue in two sentences, so the scope of the job is clear at once.
- The current role opens with weekly order volume and a three-year first-contact resolution figure, the two numbers a service manager will compare against their own desk.
- Both roles are at the same employer, and the earlier one shows the progression from account handling to writing the returns procedure the whole company adopted.
- Every skill carries a written proficiency level, which reads faster than a bar or a row of dots when a hiring manager is scanning the sidebar.