Ana De La Cruz
The Bronx
Summary
An individual who is enthusiastic and capable of working in both a team and independently. Expert in customer service for over 10 years. . Ability to prioritize and complete tasks on time with high attention to detail.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Call Center Supervisor
Amazing Home Care
The Bronx
01.2019 - Current
- Supervised daily operations of call center staff to enhance workflow efficiency.
- Managed high volume of incoming calls to uphold service quality standards.
- Resolved customer complaints by coaching agents on effective solution strategies.
- Monitored call quality and provided feedback to improve performance.
- Manage multiple tasks while meeting performance standard (90+calls daily).
- Documented patient and HHA information in Smartsheet for tracking purposes.
Receptionist
Jar Brothers Corp
The Bronx
01.2018 - 01.2019
- Handled customer inquiries, resolving issues and providing accurate information to enhance customer satisfaction.
- Coordinated and confirmed client appointments to optimize scheduling efficiency.
- Updated and recorded customer information to ensure accurate account maintenance.
Education
High School Diploma -
Walton High School
Bronx, NY08-2007
Skills
- Call quality assurance
- Performance management
- Performance metrics analysis
- Bilingual communication
- Coaching and mentoring
- Communication skills
Certification
10/2022 - Certified Medical Assistant / Phlebotomy / EKG
ABC Training Center- 50 East Fordham Road. BX, NY
Additional Information
Reference upon request
Timeline
Call Center Supervisor
Amazing Home Care
01.2019 - Current
Receptionist
Jar Brothers Corp
01.2018 - 01.2019
High School Diploma -
Walton High School