Christine Zapata
Houston,TX
Summary
Dynamic team supervisor with extensive experience in quality assurance, performance management, training, and process optimization. Consistently achieves production goals while ensuring compliance. Over 14 years of expertise in customer service across telephone, email, and virtual platforms, complemented by strong proficiency in customer relationship management systems and conflict resolution. Proven ability to enhance customer satisfaction through a customer-centric approach that guarantees efficient and effective interactions in every engagement. Prepared to leverage these skills in a challenging role prioritizing exceptional service delivery and operational excellence.
Overview
15
15
years of professional experience
Work History
Call Center Supervisor
Perdue Brandon Fielder Collins & Mott
Houston, TX
11.2022 - Current
- Supervised team performance, ensuring accuracy, compliance,and adherence to quality standard.
- Coached and developed employees through onboarding, training, and performance .
- Monitored productivity and implemented actions to meet daily, weekly, and monthly goals.
- Supported recruitment and staffing to maintain team readiness and operational capacity.
- Oversaw account follow-up activities to ensure timely collection of delinquent taxes.
- Fostered collaboration and accountability in a structured, diverse work environment.
Skilled Researcher / Legal Assistant
Perdue Brandon Fielder Collins & Mott LLP
Houston, TX
07.2016 - Current
- Utilized expertise to efficiently access online records and review documents for title chain completion.
- Achieved efficient account management by successfully locating contact information and conducting thorough research on lien holders. Streamlined title work and probate requests to enhance operational effectiveness.
- Established and nurtured relationships with tax offices, appraisal districts, surveyors, title companies, and clients to enhance employment objectives.
- Coordinated efforts to provide resources and guidance for delinquent taxpayers, ensuring housing retention and foreclosure prevention.
- Facilitated training and onboarding of new employees during peak and off-peak seasons.
- Designed targeted training programs aimed at enhancing expertise and career advancement for experienced staff.
- Executed priority determinations regarding work attendance and punctuality.
Copy & Print Supervisor
OfficeMax
Humble, TX
08.2013 - 02.2016
- Responsible for engaging and providing an exceptional experience for customers requiring Print services.
- Expected to quickly build ongoing customer relationships and become a trusted expert by utilizing advanced Print Services knowledge to meet customers' needs.
- Demonstrates a passion for the brand, print solutions, and other products offered to our customers. Also, utilize Office Depot's proven sales principles to proactively engage customers, drive the sales of Print Services, and properly assess customer needs to ensure satisfaction in every interaction.
- Ownership for completing all print orders correctly and within the quoted timeline.
- Responsible for the training of Print Services Specialists and will also provide cross-functional training, when needed, for other associates within the store.
- Make sure all print services are logged in and maintain an area workable every day.
Geek Squad, Customer Service & Cashier
Best Buy
Humble, TX
11.2010 - 07.2013
- Addressed customer inquiries and resolved issues through effective phone communication each day.
- Implemented effective strategies to engage customers, ensuring a positive and supportive experience throughout interactions.
- Facilitated seamless and efficient return processes to enhance customer satisfaction.
- Utilized de-escalation strategies and maintained a positive demeanor to effectively manage difficult customer situations in person.
- Provided technical assistance to end users, troubleshooting software and hardware problems to enhance system performance.
- Facilitated PC installation and configuration processes in store to enhance operational efficiency and reporting accuracy.
- Analyzed and addressed employee helpdesk tickets, providing effective troubleshooting solutions.
Coordinator Assistant
David & Ivory Ministries Inc.
Houston, TX
11.2010 - 07.2013
- Established and maintained a secure and confidential workspace environment.
- Supported the Executive Chief Director in formulating and executing financial plans to ensure sustainable rehabilitation for members.
- Served as primary liaison for multiple project accounts, ensuring effective communication and collaboration.
- Crafted tailored presentations and detailed reports to facilitate informed decision-making for clients.
- Managed and optimized members' schedules to align with organizational goals and available resources.
- Greeted and welcomed guests in person and via phone. Assisted with inquiries and directed them to appropriate departments.
Education
Business Program - Nursing Program
North Harris Lone Star Community College
01.2014
High School - undefined
Sam Houston High School
01.2011
Skills
- Windows, MacOS
- Microsoft Word, PowerPoint, Excel, Publisher
- Adobe Photoshop
- Accurint
- Oracle
- Data Entry
- Credit Card applications
- Clerical Support
- Inbound / Outbound calls
- Bilingual
- Sales
- Customer Service
- Marketing
- Photography
Languages
English
Timeline
Call Center Supervisor
Perdue Brandon Fielder Collins & Mott
11.2022 - Current
Skilled Researcher / Legal Assistant
Perdue Brandon Fielder Collins & Mott LLP
07.2016 - Current
Copy & Print Supervisor
OfficeMax
08.2013 - 02.2016
Geek Squad, Customer Service & Cashier
Best Buy
11.2010 - 07.2013
Coordinator Assistant
David & Ivory Ministries Inc.
11.2010 - 07.2013
High School - undefined
Sam Houston High School
Business Program - Nursing Program
North Harris Lone Star Community College