Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Anna Sauceda

Wilmington,CA

Summary

Knowledgeable about overseeing schedules, administration and training. Hardworking and detail-oriented team leader experienced in call center environments, customer service management and team leadership. Results-driven Call Center Manager focused on developing and leading exceptional call center teams. Motivational leader with a strong record of success in the field. Self-motivated Job Title brings proven leadership, organizational and customer relations skills. Independently solves problems and keeps teams on task to handle diverse business requirements. History retaining clients and talented staff. Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

14
14
years of professional experience

Work History

Call Center Manager

Power Pro Plumbing
11.2009 - 12.2023
  • Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
  • Interview and hire team .
  • Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
  • Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
  • Increased sales conversion rates by implementing targeted cross-selling and upselling techniques for agents to utilize during calls.
  • Enhanced team performance, providing regular coaching sessions and constructive feedback for continuous improvement.
  • Set the environment
  • Motivate csr and dsr
  • Set goals for csr and dsr
  • Maximum opportunities
  • Go over kpi with team
  • Motivate technicians
  • Collaborated with other departments to develop solutions for resolving recurring customer issues, improving overall satisfaction levels.
  • Created a supportive work environment that encouraged open communication, fostering a strong sense of teamwork among agents.
  • Introduced new CRM software tools that streamlined data entry processes and improved information accessibility for agents during calls.
  • Achieved high levels of employee retention by designing an engaging onboarding program focused on support and mentorship for new hires.
  • Managed budgetary responsibilities while maintaining adequate staffing levels, securing necessary resources without compromising operational efficiency.
  • Effectively resolved escalated customer complaints through proactive problem-solving techniques, resulting in higher satisfaction scores from clients.
  • Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
  • Coordinated efforts between different teams within the organization to ensure seamless service delivery across all customer touchpoints.
  • Led daily team meetings to review performance, set targets and motivate staff.
  • Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
  • Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
  • Recruited, trained and onboarded new agents, maintaining exceptional service standards.
  • Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
  • Determined quality assurance benchmarks and set standards for improvement.
  • Developed quality employees within call center to take over leadership positions.
  • Established and oversaw performance targets for call center associates.
  • Implemented innovative service strategies to improve customer experience and engagement.
  • Evaluated data to identify trends and determine customer service needs.
  • Trained team members on performance metrics and consumer behavior identification.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.

Education

Culinary Arts

Kitchen Academy

Leadership

Nexstar

Call Center Manager

Nexstar

Skills

  • Call Routing
  • Report Preparation
  • Call Center Operations
  • Call Center Customer Service
  • Performance Improvements
  • Retention Strategies
  • Recruitment and hiring
  • Team coaching
  • Employee Motivation
  • KPI Tracking
  • Workforce Management
  • Hiring oversight
  • Quality controls
  • Call Monitoring
  • Productivity Standards
  • Scheduling proficiency
  • Schedule Coordination
  • Training Management
  • Reporting skills
  • Staff Motivation
  • Coaching and Mentoring
  • Cost Control
  • Customer Service
  • Relationship Building

Languages

Spanish
Professional Working

Timeline

Call Center Manager

Power Pro Plumbing
11.2009 - 12.2023

Culinary Arts

Kitchen Academy

Leadership

Nexstar

Call Center Manager

Nexstar
Anna Sauceda