Open To Work
AVILENE SALGADO
Supervisor
Yukon,OK
Summary
Professional with significant expertise in team leadership and operational management. Proven track record in driving team collaboration and delivering impactful results. Skilled in conflict resolution, process optimization, and strategic planning, with flexible approach to evolving business needs. Known for reliability, strong communication, and fostering productive work environment.
Overview
10
10
years of professional experience
Work History
Supervisor
Newrez LLC
Oklahoma City, OK
01.2022 - 01.2026
- Oversaw daily department operations to ensure smooth workflow and timely task completion
- Applied strong leadership and problem‑solving skills to maintain team efficiency and organized workflows
- Improved team communication through regular meetings and open dialogue
- Conducted performance evaluations and guided staff through professional development plans
- Fostered a positive team culture by recognizing achievements and addressing morale issues proactively
- Monitored performance metrics and provided feedback to support employee growth
- Ensured operational efficiency and adherence to company policies
- Led team meetings to communicate updates, expectations, and encourage collaboration
Team Leader
Newrez LLC
Oklahoma City, OK
2017 - 01.2022
- Designed and delivered upskill training programs to increase agent versatility and overall department performance
- Served as the primary point of contact for agent questions, system issues, and real‑time problem‑solving
- Analyzed performance metrics and presented actionable improvement insights to senior leadership
- Assisted supervisors in identifying skill gaps and recommending targeted training solutions
- Supported underperforming agents with short‑term improvement plans and progress tracking
- Streamlined interdepartmental communication to improve collaboration and reduce response times
- Cultivated a positive, engaged team environment and strengthened overall morale
- Mentored junior team members to support professional growth and expand team capabilities
Customer Service/Collections
Newrez LLC
Oklahoma City, OK
01.2016 - 2017
- Adapted quickly to new software and system updates to maintain smooth workflow
- Managed high‑volume inbound and outbound calls with clear, accurate, and empathetic support
- Resolved billing, service, and account issues while meeting quality standards
- Accurately documented all customer interactions
- Troubleshot account, service, and technical issues through step‑by‑step guidance
- Consistently met or exceeded KPIs, including call quality, handle time, FCR, and CSAT
- De‑escalated difficult situations through active listening and effective resolution strategies
Legal Assistant
Klepper Law Firm
Oklahoma City, OK
01.2012 - 01.2016
- Communicated with clients regarding case updates and outcomes
- Administrative and Secretarial support
- Coordinated schedules for attorneys and clients, optimizing meeting efficiency.
- Drafted legal correspondence and documents, maintaining accuracy and professionalism.
- Trained junior staff on office procedures and software applications for improved productivity.
- Maintained strict confidentiality, protecting sensitive client information as required by legal ethics and regulations.
Education
Associate of Science - Paralegal Studies
Rose State College
01-2012
Skills
- Team leadership and motivation
- Conflict resolution and mediation
- Coaching, mentoring, and staff development
- Performance evaluation and feedback
- Delegation and workload planning
- Decision‑making under pressure
- Quality control
- Policy enforcement
- Scheduling and shift coordination
- Reliability and accountability
- Strong work ethic
- Workflow optimization
Languages
Spanish
Native or Bilingual
Timeline
Supervisor
Newrez LLC
01.2022 - 01.2026
Customer Service/Collections
Newrez LLC
01.2016 - 2017
Legal Assistant
Klepper Law Firm
01.2012 - 01.2016
Team Leader
Newrez LLC
2017 - 01.2022
Associate of Science - Paralegal Studies
Rose State College