Allison Fuentes
Los Angeles,CA
Summary
Versatile Operations Supervisor successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hardworking leader with history of streamlining operations and increasing results.
Overview
8
8
years of professional experience
Work History
Retirement Plan Specialist
Empower Retirement
02.2023 - Current
- Developed and maintained strong relationships with clients to maximize satisfaction.
- Helped clients make informed decisions about financial future.
- Analyzed financial needs of clients and developed tailored strategies to meet goals.
- Educated clients on financial topics and best practices.
- Developed strong client relationships through consistent communication and attentive service.
- Enhanced team productivity by streamlining processes and implementing time-saving strategies.
Call Center Supervisor
Maximus Inc.
03.2022 - 01.2023
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Supervised 15 fact finding agents in providing excellent customer service to callers requiring assistance for processing unemployment benefits.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Maintained up-to-date knowledge of products and services offered to customers.
- Provided leadership, guidance and direction to agents and team members, offering assistance with any need at any time.
- Managed case load for agents and specialists to foster increased productivity.
Operations Supervisor
TMV TRUCKING INC.
09.2021 - 02.2022
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions while motivating and training employees to maximize team productivity.
- Managed internal operational standards and productivity targets.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Interviewed potential candidates and provided thorough reviews to HR to aid in hiring decisions.
- Scheduled and coordinated virtual and in-person meetings, events, and appointments for a 20-person department.
- Organized and managed sensitive data input in over to excel spreadsheets, retrieving and delivering information quarterly.
Pro Services Supervisor
The Home Depot
06.2016 - 08.2021
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Promoted and supported activities designed to strengthen and improve morale and teamwork improving overall work environment.
- Maintained knowledge of product ranges and services to improve customer service.
- Trained and supervised associates on customer service and business acumen.
- Successfully implemented techniques to end the year at 39.5% and increase pro membership sign-ups from a goal of 5 to 35 per week while reaching customer satisfaction of 100%.
- Planned and scheduled pro services events and organized meetings with members for all project needs.
Education
Associate of Science -
El Camino College
Torrance06.2022
Skills
- ERISA Compliance
- Plan Administration
- Performance Monitoring
- Project Management
- Cross-functional Collaboration
- Audit Reporting
- Performance Evaluations
- Quality Assurance
Languages
Spanish
Native or Bilingual
Timeline
Retirement Plan Specialist
Empower Retirement
02.2023 - Current
Call Center Supervisor
Maximus Inc.
03.2022 - 01.2023
Operations Supervisor
TMV TRUCKING INC.
09.2021 - 02.2022
Pro Services Supervisor
The Home Depot
06.2016 - 08.2021
Associate of Science -
El Camino College