Brandi De La Torre
Azusa,CA
Summary
Organized and efficient Customer Service Supervisor supporting corporate level officers and senior management personnel with demonstrated expertise in financial and operational leadership. Adroit professional exemplifies multidisciplinary managerial skill in process, procedure and policy improvement initiatives. Accomplished in workflow optimization techniques implementation which increase productivity, reduce labor and maintain business integrity and quality of service.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
Athens Services
04.2022 - Current
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Created, prepared, and delivered reports to various departments.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
- Fostered strong relationships with key accounts by providing personalized care and attention in managing their concerns.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Facilitated cross-functional initiatives between teams for improved coordination in addressing complex customer needs.
Customer Experience Supervisor
Waste Management
10.2016 - 04.2022
- Supervises Customer Service Representatives performing customer service activities including responding to service inquiries, retaining existing accounts and resolving problems
- Responsible for the hiring, training, coaching, and performance management of Customer Service Representatives
- Manages performance as appropriate, ensures accurate processing of employee payroll through Kronos and maintains all attendance, PTO and scheduling of direct reports
- Conducts side-by-side observations and quality assurance reviews to ensure quality customer interactions and productivity procedures are followed
- Coaches and develops team members in soft skills and account management skills including, but not limited to, probing, closing, supporting, mirroring, voice inflection, benefit/value statements, active listening and call control techniques
- Responds in a professional and courteous manner to escalated customer service concerns in order to reach an effective resolution
- Manages support functions for the team, ensuring access to systems such as Salesforce, the Cisco telephone system and other systems required to achieve targets/goals
- Analyzes and understands customer needs based on customer feedback, call monitoring and various information sources
- Uses information received to make recommendations to support business goals.
Program Manager
Pacific Clinics
10.2014 - 10.2016
- Organizes, maintains and supervises all aspects of clinical internship program for MFT trainee/students
- Supervises 40 interns/10 employees
- Provides supervision, training and support to Revenue Data Entry Staff in performing data entry related duties
- Participates in revenue/data entry staff hiring disciplinary and termination process
- Provides weekly supervision to all data entry staff at their site location, monitors and reports data entry accuracy and provides feedback to each staff
- Monitors and performs data entry tasks to ensure accuracy and timeliness
- Routinely communicates and/or meet with Coordinators from each participating site
- Meets with community agencies as needed to best coordinate services and facilitate
- Generates reports regarding call center utilization and provides additional data as requested
- Provides monthly activity report to Chief Executive Officer (CEO), Divisional Directors, and Program Directors of participating programs
- Prepares memos, reports and annual budgets
- Manage, coordinate, and provide logistical support for internal and external trainings
- Coordinate, configure, and execute monthly new hire onboarding events
- Conduct community outreach and needs analysis to identify areas of growth and implementation of new programs
- Provides Project Management for department clerks, interns and volunteer staff
- Coordinates, prepares and manages Vice President of Wellness, Recovery, Integrated Care and Trainings, Faculty Chair, Director, and Training Coordinators agendas
- Participates in the recruitment, selection, hiring and training of program staff
- Provides routinely scheduled supervision and consultation to staff adhering to ethical/legal HIPAA standards of practice, Pacific Clinics mission and core values, in enhancing professional growth and development
- Participates in the development of program policies and procedures under the direction of the Program Director
- Perform chart reviews as consistent with Agency and Division requirements
- Ensures program productivity standards are met through ongoing supervision addressing barriers as they arise
- Collaborates and consult with community partners to ensure consumer needs are met
- Works on a multicultural team sensitive to the cultural and linguistic needs of the clients and families served
- Interacts with other internal programs, clinical/support staff and external sources such as school or community personnel as applicable.
Senior Customer Service Representative Lead
Waste Management
01.2006 - 07.2014
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Maintained a thorough knowledge of products and services to provide accurate information to customers.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Education
Diploma -
Gladstone High School
Covina, CA01.2002
Skills
- Project Management - Data Analysis
- Customer Service - Talent Management
- Call Center Management
- Support Services
- Report Writing
- Administrative Management
Certification
- CPR, First Aid and AED, Code 3 Life support, 2016
- Microsoft Excel, Pacific Clinics Training Institute, 2016
- ProACT Basic (Professional Assault Crisis Training), Pacific Clinics Training Institute, 2016
- Supervising Staff- Health Navigators, Pacific Clinics Training Institute, 2015
- HIV/AIDS in the 21st Century, Pacific Clinics Training Institute, 2015
- Mental Health First Aid, Pacific Clinics Training Institute, 2014
Timeline
Customer Service Supervisor
Athens Services
04.2022 - Current
Customer Experience Supervisor
Waste Management
10.2016 - 04.2022
Program Manager
Pacific Clinics
10.2014 - 10.2016
Senior Customer Service Representative Lead
Waste Management
01.2006 - 07.2014
Diploma -
Gladstone High School
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