Experience

• 

  Data Logic Software

  • Harlingen, Texas

  • Customer Support Supervisor

    • Jan 2017 - Present
    • Harlingen, Texas

    Computer Software

• 

  Qualfon

  • United States
  • Outsourcing and Offshoring Consulting
  • 700 & Above Employee

  • Senior Supervisor

    • Apr 2016 - Nov 2016

    Site Coach is to promote, guide, consult and deliver a one-stop support partner for our GL and Directors in developing their leadership and coaching effectiveness. I serve as the point person to promote and build a supportive accountability partner for the GL and Directors quality and behavioral based coaching using the QBBC coaching model including Situation and Trend Based coaching within the site. I will work with the Group Leaders and Directors to develop and maintain an effective coaching rhythms and key leadership development activities to build success for all areas of leadership effectiveness that leads to improved results in all key KPI’s for the site. A key role played was to be a cultural change leader for the site that is flexible and can effectively influence individuals at all levels within the organization. Position requires adaptability and maintaining effectiveness in varying environments.

  • Account Supervisor

    • Jul 2015 - Mar 2016

    Coaching and development.

• 

  Qualfon/Center Partners

  • Harlingen, Texas

  • Quality Supervisor

    • 2014 - Jul 2015
    • Harlingen, Texas

    Quality supervisor Training supervisor

• 

  Cricket Communications

  • Lead Supervisor

    • Jan 2010 - Jul 2014

    Coaching and development of entry level supervisors and agents. Provide observations and feedback on recorded and live calls to identify quality missed opportunities. Maintain agents performance by enforcing quality standards and accountability for there performance and schedules. Utilized Impact 360 to submit exceptions for adherence: Provided coaching and development tasks for agents to track and exceed there goals. Used coaching and recording method for agents to listen and identify areas of opportunity on there own.

• 

  Advanced Call Center Technologies LLC

  • Supervisor II

    • Nov 2006 - Aug 2011

    Banking Coaching and development of entry level supervisors and agents. Created scheduling, communication with vendors and clients regarding product changes and updates. Mortgage training for foreclosure and modification information updates. Certified for collections. Customer service and Electronic banking support, credit card claims, short sale support Provided monitors and coaching on missed opportunities. handled agent schedules and administer counseling to associates. Mortgage servicing. IEX, Real Time Adherence monitoring, Payroll communication, Quality assurance monitoring.

• 

  A.C.T

  • Supervisor II

    • Nov 2006 - Oct 2010

    Coaching and development of entry level supervisors and agents. Created scheduling, communication with vendors and clients regarding product changes and updates. Mortgage training for foreclosure and modification information updates. Certified for collections. Customer service and Electronic banking support, credit card claims, short sale support Provided monitors and coaching on missed opportunities. handled agent schedules and administer counseling to associates. Mortgage servicing.

• 

  Furniture Factory Wharehouse

  • Salesperson, Assistant Manager

    • Jan 2001 - Aug 2006

    Retail Sales, customer service, and merchandising. with furniture company. set up scheduling and well as store operation while manager was off.

• 

  West Corp

  • CSR

    • Oct 2005 - Jan 2006

• 

  Echo-star Communications

  • Telecommunications Services

    • Mar 2004 - Jul 2005

    Telecommunication, customer service, assisted customers with technical support, and setting up, service calls and upgrading programming

• 

  Right Here Delivery Service

  • Delivery Servicing / Installation

    • Sep 2002 - Jul 2003

    Site Coach is to promote, guide, consult and deliver a one-stop support partner for our GL and Directors in developing their leadership and coaching effectiveness. This role will serve as the point person to promote and build a supportive accountability partner for the GL and Directors quality and behavioral based coaching using the QBBC coaching model including Situation and Trend Based coaching within the site. The Site Coach will work with the Group Leaders and Directors to develop and maintain an effective coaching rhythms and key leadership development activities to build success for all areas of leadership effectiveness that leads to improved results in all key KPI’s for the site. The role requires the ability to be a cultural change leader for the site that is flexible and can effectively influence individuals at all levels within the organization. Position requires adaptability and maintaining effectiveness in varying environments.

  • Delivery Servicing / Installation

    • Sep 2002 - Jul 2003

• 

  Rex T.V & Appliances

  • Salesperson / Merchandising / Customer Service / Shipping and Receiving

    • Oct 1995 - Dec 2000