Alicia Gomez
South Jordan,UT
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Data Operations Audit Supervisor
StubHub
2023.01 - Current
- Effectively managed and coordinated the workflow of 5 auditors handling up to 6 projects simultaneously.
- Created detailed project status reports outlining KPI and OKR performance on a regular basis (weekly, monthly, and quarterly).
- Implemented changes to processes and policies resulting in a monthly loss revenue reduction of $1MM.
- Increased revenue by rectifying incorrect refunds or vouchers, resulting in a 28% recovery.
- Utilized partnership with Human Resources for effective employee performance and behavior management.
- Maintained precise documentation of employee performance evaluations, attendance monitoring, leave applications processing, and disciplinary proceedings.
- Maintained oversight of project milestones and offered timely input to colleagues.
Customer Experience Supervisor
StubHub
2021.11 - 2023.01
- Promptly addressed and resolved customer issues, complaints, and inquiries.
- Developed strategies for improving customer satisfaction and loyalty.
- Monitored customer feedback and adjusted service accordingly.
- Conducted analysis on customer surveys to pinpoint opportunities for enhancing the customer experience.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Monitored team's success indicators to gauge service delivery excellence.
Customer Service Supervisor
MAXIMUS FEDERAL SERVICE
2013.07 - 2021.11
- Utilized Avaya and RealTime Adherence to compose reports on efficiency and production.
- Empowered CSRs through continuous coaching and constructive feedback for improved performance
- Drafted and submitted corrective action paperwork to Human Resources within the guidelines set for performance expectations
- Contributed to the recruitment process by attending interviews and job fairs
- Enhanced productivity through the development and testing of innovative work tools that identify opportunities for improving schedule adherence and timekeeping
- Maintained ranking in the top 10 of the site and achieved an average Performance Scorecard rating of 90 out of 100 points over a 15-month tenure as a management team member.
- Spearheaded the management of large groups consisting of up to 30 members
- Developed and managed Nesting Program as the main point of contact for new agents to apply their skills in practical job tasks.
- Managed internal support team as the primary point of contact for addressing inquiries on best practices and aligning company policies to meet consumer needs.
Sr. Service Center Coordinator
Rockwell Collins, Inc
2007.08 - 2013.07
- Worked with both domestic and international service and support teams to organize the repair schedule and billing of serviceable items
- Supported program managers in the installation/integration of image generators, providing support and service plans for equipment after program acceptance
- Quickly and efficiently resolved customer challenges daily
- Maintained service contract billings
- Providing financial forecasting, cost/profit analysis, and root cause analysis on equipment failures
- Entrusted to manage myself as a self-motivated employee that required little to no supervisor
- Provided timely, courteous, and knowledgeable responses to information requests; screening and transferring telephone calls and constructing official customer correspondence
- Preparation of meetings with foreign and domestic clients, including room set up and delivering presentations of service contracts.
Education
Some College - Paralegal Studies
Colorado Technical University-Online
RemoteHigh school diploma or GED -
Freedom High School
Albuquerque, NM01.2002
Skills
- Data Analytics
- Operations Management
- Process Improvement
- Strategic Planning
- Business Development
- Staff Management
- Processes and procedures
- Business Administration
- Staff Development
- Staff Discipline
- Complex Problem-Solving
- Financial Management
- Employee Motivation
- Policy Enforcement
- Waste Reduction
- Training and mentoring
- Project Management
Certification
- Lean Manufacturing
- Professional In Human Resources
- Six Sigma Certification
Additional Information
- COMPUTER SKILLS
- Typing speed 66 WPM.
- 10-Key speed 9,480 KPH
- Proficient in Microsoft Word, Microsoft Excel, and Microsoft Office.
- Expert knowledge of SAP for Sales and Production versions.
- Proficient knowledge of functional NGD interface.
Timeline
Data Operations Audit Supervisor
StubHub
2023.01 - Current
Customer Experience Supervisor
StubHub
2021.11 - 2023.01
Customer Service Supervisor
MAXIMUS FEDERAL SERVICE
2013.07 - 2021.11
Sr. Service Center Coordinator
Rockwell Collins, Inc
2007.08 - 2013.07
Some College - Paralegal Studies
Colorado Technical University-Online
High school diploma or GED -
Freedom High School
- Lean Manufacturing
- Professional In Human Resources
- Six Sigma Certification
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