Andrea Hernandez-Olivas
Haltom city,TX
Summary
Dynamic bilingual professional with extensive experience in call center management at Map Communications. Proven track record in candidate recruitment and team coaching, enhancing operational efficiency and quality performance. Dependable and responsible, I excel in time management and thrive in high-pressure environments, consistently delivering exceptional customer experiences.
Overview
11
11
years of professional experience
Work History
Bilingual OPS
Map Communications
North Richland Hills, Texas
07.2018 - 01.2026
- Managed daily activities of call center team, ensuring operational efficiency and team alignment with goals.
- Coached team members through monitoring and feedback, fostering continuous improvement in quality performance.
- Provided tools and information to empower team in meeting quality metrics consistently.
- Assisted with incoming calls during high volume periods.
- Recruited and selected qualified candidates for open positions and facilitated training for new hires.
- Approved payroll inputs, maintaining organization and adherence to deadlines.
- Recorded IT issues in ticket system and escalated problematic cases.
Customer Experience Agent
Stericycle
North Richland Hills, TX
06.2015 - 07.2018
- Managed inbound calls while multitasking between phone and computer to maintain service quality.
- Answered incoming calls for various clients, adhering to specific account guidelines to ensure consistency in service delivery.
- Monitored service quality during phone calls to enhance customer satisfaction.
Bilingual Referral coordinator
Ross & Matthews PC
Fort Worth, TX
06.2015 - 07.2018
- Facilitated communication between departments by answering inbound calls and explaining benefits to new and current members.
- Conducted outbound calls to members and attorneys, delivering accurate information to enhance communication between both parties.
- Coordinated daily operations by managing administrative tasks to ensure seamless workflow.
Education
Diploma -
Diamond Hill Jarvis HS
Fort Worth, TX01-2009
Skills
- Call center management
- Call center operations
- Candidate recruitment
- Operational efficiency
- Performance coaching
- Team leadership
- Time management
- Bilingual
Timeline
Bilingual OPS
Map Communications
07.2018 - 01.2026
Customer Experience Agent
Stericycle
06.2015 - 07.2018
Bilingual Referral coordinator
Ross & Matthews PC
06.2015 - 07.2018
Diploma -
Diamond Hill Jarvis HS