Ashley Bernabe
Tyler
Summary
Experienced Call Center Team Lead well-versed in managing customer calls in fast-paced settings by utilizing strong listening, communication, and prioritization skills. Superior trainer and mentor with several years of experience.
Overview
4
4
years of professional experience
Work History
Call Center Team Lead
Morrison Healthcare
Tyler
08.2022 - Current
- Trained new staff on call center protocols and procedures.
- Coordinated scheduling to optimize team coverage and response times.
- Resolved escalated customer issues with professionalism and empathy.
- Collaborated with management to enhance operational efficiency measures.
- Provided feedback to team members to improve performance outcomes.
- Provided technical support related to phone systems or software applications used by agents.
- Provided coaching and guidance to call center team members on customer service skills.
- Resolved team support issues with efficient approach to keep call center operating smoothly and customers satisfied with services.
- Coordinated with IT department to resolve technical issues affecting call center operations.
Education
Ashley
Tyler, TX04-2026
Skills
- Customer service
- Team leadership
- Conflict resolution
- Technical support
- Training development
- Fluent in Spanish
- Escalation handling
- Quality assurance
- Phone etiquette
- Inbound and outbound calling
- Issue and complaint resolution
Languages
Spanish
Full Professional
A1
English
Full Professional
A1
Timeline
Call Center Team Lead
Morrison Healthcare
08.2022 - Current
Ashley