CHASTITY M. SANTANA
Union,NJ
Summary
Enthusiastic Bilingual Call Center Supervisor eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of KPIs and training in growing teams. Motivated to learn, grow and excel in a contact center environment, Acquire a growing position with a reputable company Bilingual Call Center Supervisor with over 15 years of management experience with a dual degree M.B.A/M.S Accountancy conferred in Spring of 2014, Especially skilled at time management, relationship building and problem solving, Proven ability to grow a territory and handle high case management. A talent for quick decision making and getting the job done, Expertise in public speaking and team building
Overview
16
16
years of professional experience
Work History
Interim Call Center Manager
Verizon
Livingston, NJ
01.2014 - 02.2016
- Established and oversaw performance targets for call center associates.
- Developed quality employees within call center to take over leadership positions.
- Determined quality assurance benchmarks and set standards for improvement.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
Bilingual Sales Supervisor
Verizon
Newark, NJ
01.2012 - 01.2014
- Effectively coached team members to reach weekly and monthly sales goals.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Promoted exceptional customer service by engaging clients on sales floor.
Workforce Analyst
Verizon
Fair Lawn, NJ
01.2008 - 01.2012
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Managed overtime, shift swaps, breaks and PTO requests.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Produced and updated documents, reports and tracking spreadsheets using Gladly, Avaya and NICE.
Interim Call Center Trainer
Verizon
Jersey City, NJ
02.2003 - 01.2008
- Trained and mentored 120+ new personnel hired to fulfill various roles.
- Coordinated workshops for employees to better understand company mission, streamlining daily activities and aligning worker and company priorities.
- Monitored day-to-day activities of [Type] company and employees, noting areas needing improvement and implementing plans for rectification.
- Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals, resulting in meeting KPI metrics, attendance and sales goals.
Bilingual Customer Service Representative
Bell Atlantic
Newark, NJ
04.2000 - 02.2003
- Communicated with management when customer issues escalated and worked to find resolutions.
- Identified and responded to customer requests and concerns through email, online chat and phone for both English and Spanish-speaking customers.
- Resolved concerns with products or services to help with retention and drive sales.
- Answered up to 100 calls per day in busy, fast-paced office for both English and Spanish-speaking customers.
Education
MBA - Marketing
Saint Peter’s University
Jersey City, NJ01.2014
Master of Science - Accountancy
Saint Peter's University
Jersey City, NJ01.2014
Bachelor of Science - International Business
Saint Peter’s University
Jersey City, NJ01.2003
Skills
- COMPUTER SKILLS, MS Office, G-Suite
- Powerpoint, Access, Internet
- Explorer, Chrome, Salesforce
- Dependable and Responsible
- Organization and Time Management
- Problem-Solving
- Strong Communicator
- Phone Calls
- Prioritization
- Continuous Improvement
- Data-Driven
- Management
- Customer-Centric
- Customer Experience
- Organization Skills
References
REFERENCES
Elsie Mackey
ADA Chairperson
Senator Joe Cryan
State Senator
Interests
ACTIVITIES AND INTERESTS
, Baseball Mom, Reading, Computers, Sci-Fi
Languages
Timeline
Interim Call Center Manager
Verizon
01.2014 - 02.2016
Bilingual Sales Supervisor
Verizon
01.2012 - 01.2014
Workforce Analyst
Verizon
01.2008 - 01.2012
Interim Call Center Trainer
Verizon
02.2003 - 01.2008
Bilingual Customer Service Representative
Bell Atlantic
04.2000 - 02.2003
MBA - Marketing
Saint Peter’s University
Master of Science - Accountancy
Saint Peter's University
Bachelor of Science - International Business
Saint Peter’s University