1. ROLEY SUPERNAW
843 W Gunnison #1W, Chicago, IL 60640
(773) 818-1023
rsupernaw@gmail.com
CUSTOMER AND CLIENT SERVICE SPECIALIST/
ACCOUNT MANAGEMENT
I am an experienced Customer/Client specialist with possessing a strong record of success by improving
operations and enhancing daily procedures. Provide customers a streamline processes for greater
efficiency and cost savings.
 Hands-On Leader ● Staff Training ● Reduce Costs ● Resolve Challenges ● Audits Clients Data ●
Proven Leader ● Motivated Team Player ● Ability to work in a fast-paced, intense environment
smoothly ●Handled Multiple Escalated Issues ● Strong First Contact Resolution Mentality ●Able
and willing to assist coworkers ● committed to provide quality work ●Excellent leadership skills
● Ability to elicit confidence and build rapport
PROFESSIONAL EXPERIENCE
H&M CUSTOMER SERVICE CENTER June 2013- Present
Escalations Manager
•Handled escalated and time sensitive calls from the first line agent to provide a positive outcome
for the customer
•Created weekly reports to send to H&M stores nationwide.
• Worked closely with store District management to ensure stores are following H&M policies.
•Worked with legal department regarding sensitive subjects between the store and the customer.
•Worked with training department to implement new procedures within service center
•Provided positive and negative feedback to agents regarding policies and procedures.
•Coached first line agents on how to increase productivity in their current role.
•Participated in monthly meetings to increase work morale and maintain employee retention.
•Trained new agents on daily tasks to help maintain the site and individual goals.
Customer Service Representative
•First line agent for U.S. and U.K calls for H&M service center, Answering questions, concerns and
complaints regarding H&M orders
•Consistently meets and exceeded monthly sales and customer service goals. Processed payments
for German and UK accounts. Perform Address and Name Validation for German, UK and US
addresses
•Worked with training department to implement new procedures within service center
• Nominated monthly for employee of the month monthly and team leader
JOHNATHAN BREITUNG LUXURY SALON November 2012 - May 2013
Salon Assistant
•Assistant to salon with shampoo’s and blow-drys
•Monitored daily progress by ensuring salon runs smoothly, clients are checked in and out
•Performed opening and nightly closing procedures of the salon
• Provided excellent customer service to all clientele and salon staff. I was continually recognized
for my excellent customer relations skills.

2. OMEDA COMMUNICATIONS August 2007 - August 2010
Account Manager
•Primary liaison for 10 major accounts within a leading circulation fulfillment company.
•Monitor progress and success of direct marketing campaigns by analyzing data reports, mailing
returns and web site responses for clients on company’s SQL-based system.
•Provide database-marketing analysis of fluctuations in database size, demographics and
subscriber source of direct mail, telemarketing and web-generated names.
•Perform circulation database and survey content maintenance for business-to-business
publications and met with client for monthly face to face meetings.
HALLMARK DATA SYSTEMS, LLC October 2005 – August 2007
Account Manager
•Primary liaison for thirteen major accounts within a leading circulation fulfillment company.
•Monitor progress and success of direct marketing campaigns by analyzing data reports
and web site responses for clients on company’s SQL-based customized system.
•Responsible for conversions and merge/purge of records on clients’ accounts from offline channels
including telemarketing and list rental data from multiple vendors.
•Provide database-marketing analysis of fluctuations in database size, demographics and
subscriber source of direct mail, telemarketing and web-generated names.
•Performed database and survey content maintenance for business-to-business publications.
•Provide training assistance on HDS policies, procedures and BPA auditing standards.
MCLEODUSA February 2003 – April 2005
DSL Tier 2 support/customer service
• Worked with DSL Trouble tickets staged from Tier I. Identified problems with SDSL, IDSL & ADSL
routers and Internet issues.
•Worked with Ameritech, Qwest, and SBC to ensure cabling correct to Demarc.
•Also worked with customers and technicians to re-configure customers TCP/IP settings, browser
settings and reinstall LAN equipment for customers
MCI WORLDCOM June 1996 – June 2002
Lead Provisioner/Order Entry/Accounts Receivable
• Work with major telecommunications industry, in which I worked in various departments. Last
position was Provisioner/Designer; my job responsibilities include F&E use to provision and design
circuits for use.
• Worked exclusively with a high profile select account and transferred to this group to start up
Provisioning for MCI wholesale division
• Trained new wholesale group on provisioning processes and procedures.
EDUCATION & LICENSURE
Cosmetology & Salon Management
Illinois State License of Cosmetology
Douglas J Aveda Institute, Chicago, Illinois
Liberal Arts Coursework
Tulsa Community College, Tulsa, Oklahoma
COMPUTER SKILLS

3. • Microsoft Office suite, AS400, GroupWise, Sametime, Lotus Notes, IXPlus, TCOMS, internet, passport,
OHL, CID, Avaya, 10 key by touch, Dun and Bradstreet, Mac proficient, Salesforce, Social Media, VMS,
Firefox, Safari