America Navarro
Hidalgo,TX
Summary
Skilled call center professional with proven track record of driving team performance and delivering results. Excels in fostering strong team collaboration, adapting to changing needs, and ensuring customer satisfaction. Adept at managing high-volume environments, resolving complex issues, and implementing effective strategies. Known for reliability, leadership, and focus on achieving targets.
Overview
5
5
years of professional experience
Work History
Call Center Supervisor
Tricare West - Senture
McAllen, TX
04.2025 - Current
- Supervised daily operations, ensuring adherence to customer service protocols and quality standards.
- Trained and mentored team members on effective communication techniques and conflict resolution strategies.
- Implemented process improvements that enhanced call handling efficiency and reduced customer wait times.
- Analyzed performance metrics to identify training needs and optimize team productivity.
- Developed and maintained comprehensive reporting systems for tracking call center performance indicators.
- Conducted regular team meetings to foster open communication, share best practices, and motivate staff engagement.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
Team Lead
CFPB - Senture
McAllen, TX
11.2022 - 04.2025
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Solely managed client-requested tasks, including translating foreign documents, leveraging attention to detail and meeting production goals
- Increased client satisfaction by ensuring timely completion of projects, and adherence to high-quality standards.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Mentored team members in techniques necessary to complete job tasks.
Consumer Guide
CFPB - Senture
McAllen, TX
08.2022 - 11.2022
- Improved overall consumer satisfaction by promptly addressing concerns and implementing appropriate solutions, as needed.
- Utilized strong communication skills to effectively convey complex topics in a digestible manner to diverse audiences.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased, perfect scoring Quality Scorecards.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual consumer needs.
Teller Operations Manager
International Bank of Commerce
McAllen, TX
02.2021 - 08.2022
- Managed and maintained teller cash drawers, vaults, and other assets in accordance with bank policies
- Identified areas of potential risk within the branch and implemented measures to mitigate those risks, promoting a secure working environment
- Ensured adherence to all federal banking regulations by staying current on industry changes and updating internal policies accordingly
- Managed daily teller operations, ensuring accurate cash handling and prompt transaction processing
- Contributed to a positive work culture by recognizing employee achievements and encouraging open communication among staff members
Education
High School Diploma -
Valley View High School
Hidalgo05-2020
Associate of Applied Science -
South Texas College
McAllen, TX12-2026
Skills
- Work planning and prioritization
- Problem-Solving
- Goal Setting
- Attention to Detail
- Mentoring
- People Management
- Employee engagement
- Coaching and mentoring
- Quality Improvement
- Performance monitoring
- Quality assurance
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Call Center Supervisor
Tricare West - Senture
04.2025 - Current
Team Lead
CFPB - Senture
11.2022 - 04.2025
Consumer Guide
CFPB - Senture
08.2022 - 11.2022
Teller Operations Manager
International Bank of Commerce
02.2021 - 08.2022
High School Diploma -
Valley View High School
Associate of Applied Science -
South Texas College