Ashley Uribe
El Paso,TX
Summary
Customer service team manager focused on developing and leading exceptional call center teams. Hard working and detail oriented leader experienced in call center environment, customer service management, and team leadership. Accomplished in improving customer satisfaction, increasing quality, development in growing associates to higher roles and reducing call times with hands on leadership of call center associates.
Overview
12
12
years of professional experience
Work History
Customer Service Manager
Alorica
08.2015 - Current
- Resolved customer concerns while prioritizing customer satisfaction and loyalty.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for several performance metrics
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans to support growth.
- Led daily team meetings to review performance, set targets and motivate staff.
- Established and oversaw performance targets for call center associates.
- Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Enhanced team performance, providing regular coaching sessions and constructive feedback for continuous improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
Front Desk Manager
Pillar Hotels And Resorts
01.2012 - 02.2015
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Prepared weekly employee work schedules to meet operational needs.
- Entered and updated sensitive customer information during check-ins and room changes.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Kept accounts in balance and ran daily reports to verify totals.
- Oversaw daily cash reconciliations, maintaining accurate financial records for the front desk department.
- Checked guests in out of hotel, made reservations, and processed payments.
- Utilized property management software effectively for booking management, reporting, and tracking performance metrics.
- Supported revenue management strategies by closely monitoring occupancy rates and adjusting room pricing accordingly.
Education
Nursing
The University of Texas At El Paso
El Paso, TX05.2014
Skills
- Customer Service
- Problem-Solving
- Critical thinking
- Flexibility
- Adabtability
- Time Management
- Organization
- Digital- Microsoft Outlook, Word, and Excel
- Call Center Operations
Timeline
Customer Service Manager
Alorica
08.2015 - Current
Front Desk Manager
Pillar Hotels And Resorts
01.2012 - 02.2015
Nursing
The University of Texas At El Paso