Christina Gonzales
Idalou,TX
Summary
Proven leader at Alliance Credit Union, adept in team motivation and call monitoring, enhanced service delivery by reducing wait times. Excelled in coaching, boosting productivity and member satisfaction through innovative solutions and effective communication. Skilled in multitasking and maintaining professionalism under pressure, significantly improving team performance and member service quality.
Overview
6
6
years of professional experience
Work History
Contact Center Team Leader
Alliance Credit Union
04.2018 - Current
- Collaborated cross-functionally with other departments to develop integrated solutions for members.
- Managed staffing levels to ensure adequate coverage during peak periods, reducing wait times and abandoned calls.
- Ensured quality service delivery by monitoring calls, providing feedback, and addressing areas for improvement.
- Improved team performance by conducting regular training sessions and sharing industry best practices.
- Conducted regular performance evaluations of team members to provide constructive feedback on strengths and opportunities for growth.
- Boosted team morale and productivity with motivational techniques and clear communication of expectations.
- Resolved escalated member complaints swiftly, demonstrating empathy towards customers'' concerns while finding mutually agreeable solutions.
Education
High School Diploma -
Idalou High School
Idalou 05.2009
Skills
- Team motivation
- Coaching and Mentoring
- Call Monitoring
- Performance Tracking
- Teamwork and Collaboration
- Member Service
- Attention to Detail
- Multitasking Abilities
- Calm and Professional Under Pressure
- Reliability
- Excellent Communication
- Computer Skills
- Understanding Customer Needs
- Organizational Skills
- Active Listening
- Effective Communication
- Adaptability and Flexibility
- Relationship Building
Timeline
Contact Center Team Leader
Alliance Credit Union
04.2018 - Current
High School Diploma -
Idalou High School