Angel Galicia

Customer agent responsible for answering and dispatching a variety of calls ranging between Property Management, Medical emergencies, suicide hotlines and Service Industry.

Daily work load consists of answering and dispatching 100-200 calls a day requiring expert care.

Responsible for mentoring and training new hires. Monitored and coached agents to ensure clients are getting expert help. Trained 5-10 new hires every 2 weeks in the various specialties our call center was responsible for.

Created and implemented training programs for multiple clients including Centricity an EMR Electronic Monitoring records system used to communicate patients concerns to their physicians.

Completed on site visits to train agents in various software operations our clients utilized.

Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.

Conducted performance evaluations for staff members,

identifying areas of improvement and guiding professional development plans.

Helped meet changing demands by recommending improvements to business systems or procedures.

Gathered, organized and input information into digital database.

As a team leader responsible for up 25 agents during my shift ensuring high standards.

Responsible for resolving customer complaints.

Coordinated resources effectively to meet project deadlines and achieve desired results.

Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.

Managed conflict resolution among team members, fostering a positive and collaborative work environment.

Established open and professional relationships with team members to achieve quick resolutions for various issues.