Bernadette Chavez
Bernalillo,NM
Summary
Positive, self motivated professional bringing excellent leaderships skills and capability to assist team member in meeting and exceeding customer expectation while achieving and surpassing site and company goals. With a proven track record, excelling in employee engagement and quality assurance. Expert in coaching and mentoring a team of 45+ agents, driving productivity and surpassing site and company goals. Skilled in using metrics, team/individual goals and call monitoring, to improve team performance. Enhancing service levels and customer satisfaction. Equipped to train, monitor, and manage high-performance teams in fast-paced environments. Personable and decisive.
Overview
26
26
years of professional experience
Work History
Contact Center Supervisor
Safelite Auto Glass
03.2019 - 08.2025
- Managed daily team and individual activities that impacted targeted service levels. Tracked adherence to schedules, average handle times, AUX, and daily team and individual goals.
- Oversaw employee performance to foster accuracy with each call and achievement of sales and productivity goals.
- Monitored call quality daily/weekly and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Directed, guided, coached and mentored team of 47 agents and surpassed individual and corporate goals.
- Supervised 47 Customer Service Reps in providing excellent customer service to callers requiring assistance for windshield replacement and repair issues.
- First position in company was on the phones as a Customer Service Representative. Handled incoming calls to assist in scheduling glass repair. Provided quotes based on vehicle information and type of glass needed. Dealt with third party insurance to assist customers in getting repairs completed. Handled complaints, and well as warranty information.
- I was then promoted to Job Coach in Training (JCIT), then to Contact Center Supervisor (Job Coach).
Customer Service Representative
Alliance Data Corporation
10.2017 - 03.2019
- Handled incoming calls regarding credit card accounts. Serviced over 20 different company credit card accounts from across the country. Dealt with payments, disputes, account information, applications, and complaints.
- Responded to customer requests for products, services, and company information.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Customer Service Representative
New Mexico Department of Workforce Solutions
01.2015 - 10.2017
- Handled incoming calls regarding Unemployment Insurance. Assisted in filling out new applications, researching work history, checking status on existing applications, and completely weekly certifications for current benefit recipients. Provided information regarding rules and regulations of Unemployment Insurance, including appeals, monetary eligibility and work search requirements. Researched errors in applications, delayed decisions, and misinformation that caused payments being stopped or denied.
- Responded to customer requests for products, services, and company information.
- Identified and resolved discrepancies and errors in customer accounts.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Licensed Funeral Director
FRENCH Funerals
03.2011 - 01.2015
- Liaised between hospitals, physicians, county coroner and members of clergy to coordinate final arrangements.
- Arranged funeral/memorial services for grieving families to meet budget and memorialized instructions.
- Picked up deceased at private homes, hospitals and county morgues.
- Displayed highest level of professionalism and sensitivity when dealing with grieving family members.
- Handled funeral planning and services for families. Met with families and arranged services, handled all details preparing for services, and handled all financial and legal obligations. Also handled prearrangement's for funeral services and burial's or cremation's, including signing families up for pre planned insurance.
- Arranged transportation between sites for remains, mourners, pallbearers and members of clergy.
- Communicated with insurance companies to secure death benefits for payment of services.
- Discussed nature of funeral service, disposition of remains and funeral costs with family members.
- Secured and filed burial permits and made funeral arrangements.
- Promoted funeral service merchandise such as caskets, urns, outer burial containers and flowers.
- Closed and secured caskets and led funeral corteges to churches and burial sites.
- Discussed pre-arranged funeral options and explained pricing to clients.
- Completed death certificates, burial permits and other legal documents for families.
- Improved appearance of remains with use of cosmetics.
- Arranged clergy, music and other service details for clients.
- Coordinated transportation of remains between medical facilities, funeral home and burial locations.
- Assisted clients with pre-arranging funeral services.
- Managed timing of floral deliveries for multiple services per day.
- Worked with cemeteries to schedule grave opening and closing.
- Helped families select funeral and burial details from range of available options.
- Supported grieving loved ones through difficult time and aided with details such as obituary notice wording.
Team Manager
Bank of America
Rio Rancho, NM
04.1999 - 11.2010
- Led employee relations through effective communication, coaching, training, and development.
- Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- This was my last position with the company. I also held positions in Quality Assurance, Training, Team Supervisor - Assistant to Team Manager, Senior Customer Service Rep, Senior Customer Sales Rep.
Education
Associate of Applied Science - Business Administration And Management
National American University
Albuquerque, NMSkills
- Compliance
- Strong leadership
- Call monitoring
- Employee engagement
- Information tracking
- Quality control optimization
- Technical support
- Timekeeping
- Coaching and mentoring
- Quality assurance
- Employee motivation
- Reporting skills
- Training delivery
- Account updating
Timeline
Contact Center Supervisor
Safelite Auto Glass
03.2019 - 08.2025
Customer Service Representative
Alliance Data Corporation
10.2017 - 03.2019
Customer Service Representative
New Mexico Department of Workforce Solutions
01.2015 - 10.2017
Licensed Funeral Director
FRENCH Funerals
03.2011 - 01.2015
Team Manager
Bank of America
04.1999 - 11.2010
Associate of Applied Science - Business Administration And Management
National American University