MAYRA GARCIA
MCKINNEY,TX
Summary
Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.
Overview
7
7
years of professional experience
Work History
Outbound Specialist Supervisor
Globe Life Insurance
McKinney, TX
10.2018 - Current
- Supervise, motivate, coach/mentor over 20 agents in a professional and uplifting manner.
- Communicate with upper management on all things related to operations, payroll, and corrective actions.
- Responsible for all production metrics to include weekly reporting analysis and maintenance in order to meet KPI's.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of productivity goals.
- Established and oversaw performance targets for call center associates.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Developed quality employees within call center to take over leadership positions.
- Developed Calls per Hour incentive and team contest.
Quality Assurance Production Supervisor
Globe Life And Accident Insurance Company
McKinney, TX
09.2016 - 10.2018
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Oversaw, mentored/coached QAC team members in a professional and positive manner.
- Communicated with all QAC supervisors and QAC Manager on all aspects of quality control, payroll, operations, and any other issues/concerns.
- Responsible for all aspects of daily production to include daily reporting analysis and maintenance, development of individual assigned team member's KPIs.
- Conducted monthly meetings with assigned teams to include ice breakers and monthly contests.
- Facilitated and performed corrective actions to include termination meetings.
- Participated in UI hearings and provided all documentation to HRBP to support just cause termination.
Quality Assurance Representative
Globe Life And Accident Insurance Company
McKinney, TX
05.2015 - 09.2016
- Make outbound calls to potential customers to verify and document required information to finalize applications for underwriting purposes.
- Operate within the Quality Assurance database and conduct appropriate assessments on what additional information was needed for verification processing.
- Properly document non-contact attempts within the Quality Assurance database.
- Explain the application process to potential customers.
- Accurately and thoroughly complete additional paperwork when required.
- Maintained appropriate levels of communication with supervision regarding actions taken with in the Quality Assurance database.
- Transferred calls to appropriate areas within the company as needed.
- Successfully met and exceeded expectations for department KPIs.
Education
Court Reporting Institute of Dallas
Dallas, TexasHigh School Diploma -
Hillcrest High School
Dallas, TX05.1998
Skills
- Coaching and Mentoring
- Staff Development and Training
- Performance Management
- Complex Problem Solving
- Decision Making
- Motivational Leadership
- Team Building
- Recruitment and Hiring
- Adaptable and Resilient
- Employee Motivation and Discipline
- Honesty and Integrity
- Documentation and Recordkeeping
Timeline
Outbound Specialist Supervisor
Globe Life Insurance
10.2018 - Current
Quality Assurance Production Supervisor
Globe Life And Accident Insurance Company
09.2016 - 10.2018
Quality Assurance Representative
Globe Life And Accident Insurance Company
05.2015 - 09.2016
Court Reporting Institute of Dallas
High School Diploma -
Hillcrest High School