Brenda Zavala
Avondale,AZ
Summary
Accomplished leader with a proven track record at Achieve, excelling in strategic planning and cross-functional collaboration. Enhanced team productivity and client satisfaction through innovative process improvements and effective talent development. Skilled in operations management and employee coaching, consistently achieving project milestones and fostering long-term partnerships.
Overview
9
9
years of professional experience
Work History
Customer Service Sr. Manager
Achieve
02.2022 - Current
- Provided strong leadership to enhance team productivity and morale.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Mentored leaders for skill development and career progression within the organization.
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
- Implemented and developed operational standards, policies and procedures.
- Enhanced team performance with regular coaching sessions, focusing on individual strengths and areas for improvement.
Onboarding Manager
Achieve
08.2019 - 02.2022
- Streamlined onboarding processes for increased efficiency, reducing time-to-productivity for new hires.
- Conducted thorough needs assessments to identify gaps in existing onboarding resources, leading to improvements in content and delivery methods.
- Served as a resource for managers seeking advice or assistance with their department''s unique onboarding needs.
- Improved underwriting performance by streamlining processes and implementing best practices.
- Implemented technology solutions to automate various underwriting tasks, increasing efficiency and reducing manual errors.
- Managed a high-performing team of underwriters, providing guidance and support to ensure consistent results.
Customer Service Supervisor
Achieve
12.2016 - 08.2018
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Managed diverse teams to effectively assist customers via phone, email, and chat.
Team Lead
Achieve
05.2015 - 12.2016
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Worked different stations to provide optimal coverage and meet production goals.
- Coached team members in techniques necessary to complete job tasks.
- Engaged in diverse responsibilities encompassing CS, underwriting, and training
- Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
Education
High School Diploma -
Maryvale Highschool
Phoenix,AZ05.2006
Skills
- Strategic Planning
- Cross-Functional Collaboration
- Operations Management
- Documentation and Reporting
- Training and Development
- Decision-Making
- Talent Development
- Problem-Solving
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Sr. Manager
Achieve
02.2022 - Current
Onboarding Manager
Achieve
08.2019 - 02.2022
Customer Service Supervisor
Achieve
12.2016 - 08.2018
Team Lead
Achieve
05.2015 - 12.2016
High School Diploma -
Maryvale Highschool
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