Summary
Overview
Work History
Education
Skills
Timeline
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Angelina Zornes

Mesa,AZ

Summary

Results Driven Call Center Operations Manager with a strong track record in overseeing daily operations, team management, and performance metrics. Demonstrated abilities in improving efficiency and customer satisfaction through innovative strategies and process improvements. Skilled at implementing training programs to enhance staff knowledge and performance. Proven leadership skills, known for fostering positive work environments that encourage productivity and growth.

Overview

9
9
years of professional experience

Work History

Call Center Operations Manager - State of Arizona

Valor Global Costa Rica
Phoenix, Arizona
01.2020 - Current
  • Analyzed and monitored key performance metrics to ensure quality assurance standards were met.
  • Developed and implemented strategies to improve customer satisfaction, reduce wait times, and increase efficiency.
  • Participated in daily huddles with team members in order to discuss common goals and objectives.
  • Created and maintained comprehensive documentation for all operations processes and procedures.
  • Resolved escalated customer complaints in a timely manner.
  • Maintained accurate records of calls received and processed within the call center system.
  • Generated detailed reports on call center productivity levels for management review.
  • Provided guidance on disciplinary actions and employee terminations when necessary.
  • Oversaw daily activities including staffing, scheduling, monitoring workloads.

Call Center Supervisor - Dep of Economic Security

Valor Global
Phoenix, Arizona
01.2018 - 01.2020
  • Managed a team of up to 25 agents.
  • Created weekly and monthly performance plans for each team member.
  • Provided coaching, guidance and feedback to team members on call handling techniques.
  • Monitored customer service levels and identified areas for improvement.
  • Conducted regular quality assurance checks of calls handled by team members.
  • Ensured that team members adhered to established policies and procedures.
  • Resolved escalated customer complaints in a timely manner.
  • Assisted with the recruitment, interviewing and selection of new staff.
  • Delivered constructive call process feedback.
  • Time Cards/Daily Time Tracking for Employees.

Call Center Agent

Petco.com
01.2016 - 01.2018
  • Greeted customers in a professional and courteous manner.
  • Completed high volume of outbound calls per day with above-average conversion rate.
  • Assisted customers with inquiries, issues and complaints via telephone, email and chat.
  • Provided accurate information on products and services to customers.
  • Identified customer needs by asking probing questions and actively listening to responses.
  • Managed customer accounts, including updating account information as needed.
  • Maintained detailed records of customer interactions using contact management software.
  • Developed strong relationships with customers through effective communication skills.

Education

High School Diploma -

01.2009

Lean Six Sigma -

Skills

  • Effective Communication
  • Strong Leadership Abilities
  • Workforce Management
  • MS Office Suite
  • Process Improvement
  • Employee Engagement Strategies
  • Quality Control Methods
  • Policy and Procedure Development
  • Staff Management
  • Coaching and Mentoring
  • Recruiting
  • Reporting skills
  • Team coaching

Timeline

Call Center Operations Manager - State of Arizona

Valor Global Costa Rica
01.2020 - Current

Call Center Supervisor - Dep of Economic Security

Valor Global
01.2018 - 01.2020

Call Center Agent

Petco.com
01.2016 - 01.2018

High School Diploma -

Lean Six Sigma -

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Angelina Zornes