Real Estate Sales Agent

• Mar 2015 - Present

Account Services Supervisor

• 2008 - 2014

Successfully managed a team of 16 people, coached to specific call center metrics, like Average Handling Time, Attendance, Adherence, Quality, Willingness to Recommend, Next Call Prevention. Also participated in job interviews, handled customer escalations. Consistently positioned team among top ten teams in the call center by assessing individual and team strengths and challenges, creating robust development plans and by motivating, and leading to exceed performance goals. Received awards for:* Quarterly Crown Perks for best team Average Handling Time and Issue Resolution.* Number 1 team for Overall performance * Number 1 team for Issue Resolution* Number 1 team in Next Call Prevention* Number 1 team in Quality control Show less

Customer Services Supervisor

• 2005 - 2008

Successfully managed teams of 16 people, coached to specific call center metrics, like Average Handling Time, Attendance, Adherence, Quality. Conducted training of products and services, and handled customer escalations. Consistently positioned teams among top ten teams in the call center by providing constant guidance and support to exceed company and customer's expectations.*Maintained an average of 94% results on Customer Satisfaction surveys, putting the teams into the 2% of the call center.* Reduced Call Control time from 8.28 minutes to 7.37 minutes by consistently listening to calls, and coaching team members on best practices.* Received numerous awards for ranking # 1 in quality and customer service. Show less

Educational Consultant

• 1997 - 2004

Conducted New Hire and Continuing Education training. Assisted Human Resources Department with New Hire Orientations. Developed training curriculum materials using different applications like Microsoft Word, Power Point, Excel. Participated in global training initiatives and assisted the management team in call center openings providing subject matter expertise. Studied, analyzed, coached, lead managed and served as a mentor peers and new team members. Monitor calls and created tools to benchmark training curricula to redesign and update materials that would better prepare the representatives for the specific job based on their related functions. Created strong relationships and liaisons with other departments such Work Force Management, Operations, and Quality working hand by hand to maintain constant and consistent communication, and provide world class customer service. Selected by senior management to travel to Albuquerque, New Mexico to observe and learn the Sprint PCS wireless program. Based on the above development training program, came and trained approximately 250 team members. Assisted in revamping Orlando Contact Center, Tallahassee Contact Center, Lawrence, Kansas City. Participated in a global vendor initiative in Monterrey, Mexico training 2 Bilingual New hire classes, and developing a complete New Hire training curriculum in Spanish. Show less