Anjelita Fuentes
Milwaukee,WI
Summary
Results-driven with a solid background in enhancing team performance and elevating customer satisfaction. Fosters a positive work environment through streamlining processes, open communication and collaboration. With a strong focus on providing high quality customer service.
Overview
9
9
years of professional experience
Work History
Customer Service Supervisor
Advocate Aurora Health
10.2015 - 05.2024
- Oversaw a team of customer service, phone representatives and leads (up to 25) remotely
- Managed timecards through symplr platform as well as created and managed monthly Excel workbooks to track attendance and department specific key performance indicators weekly and monthly
- Implemented organizational policies and performed random call quality audits including listening to call & reviewing account while following specific quality audit guidelines
- Coached and trained team to meet specific monthly KPI target goals
- Implemented corrective action and performance improvement plans when necessary
- Promoted a positive work environment through open communication channels, fostered team collaboration and high morale
- Collaborated with other departments to address customer concerns, improving overall service quality
- Coached employees through day-to-day work and complex problems
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
Education
Bachelor's degree - Healthcare Administration
University of Phoenix-Online Campus
Phoenix, AZ04.2023
Skills
- Customer Service
- Administrative Experience
- Microsoft Office 365 Suite
- Employee Evaluation
- Team Management
- Problem-Solving
- Time Management
- Timekeeping
- In-Person & Remote Office Management
- Call Center Supervisor Experience
- Written & Verbal Communication Skills
Work Prioritization
Professional References
Upon request
Timeline
Customer Service Supervisor
Advocate Aurora Health
10.2015 - 05.2024
Bachelor's degree - Healthcare Administration
University of Phoenix-Online Campus