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Customer Service & Operations Director with 8+ years of call center expertise
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Competencies
Supervised inbound and outbound call operations, ensuring efficiency and customer satisfaction across multiple roles.
Implemented QA processes in call centers to maintain service standards and improve team performance.
Oversaw client accounts, maintaining relationships and coordinating services to meet client needs.
Directed operational workflows, staff, and financial activities in staffing and call center environments.
Handled inbound and outbound calls to provide client support, gather feedback, and close sales.
Education
Languages
Summary
Dedicated professional with extensive experience in call center operations, quality assurance, and client account management. Proven track record of leadership, staff development, and process improvement. Adept at managing diverse teams and complex workflows to achieve organizational goals.
Key Achievements
- Promoted multiple times from agent to operations director at Your Answer Solutions Center, reflecting versatile leadership and rising responsibilities.
- Led a new team at Alta Salud Staffing from scratch, managing operations and overseeing financial performance as General Director.
- Managed diverse roles including QA, account management, and client oversight, demonstrating comprehensive operational and customer service skills.
Experience
Customer Service Representative
Inbound calls, taking care of any customer service calls for college rings, Outbound calls to complete sales
Director of Operations
Started as an agent and after 8 months worked myself as a supervisor, Promoted as call center manager, Promoted as QA manager after company restructure, Promoted as Account Manager to oversee clients, Promoted as operations director
General Director
Joined a new team from scratch as a role of director of operations, Promoted as general director and oversee financial side