Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
Generic

Christopher Negron

Staten Island,NY

Summary

Experienced, results-oriented, and performance-driven professional, with broad-based experience in personnel training and development. Exemplify in-depth knowledge in providing hands-on guidance in overseeing projects, creating long-term productive relationships, and building effective and goal achieving teams. Effective and articulate communicator, with keen attention to detail and proven ability to identify and implement appropriate solutions. Technically proficient; equipped with outstanding communication, analytical, and management skills.

Overview

12
12
years of professional experience

Work History

Senior Team Lead (Bilingual)

Ttechsolutions
Staten Island, NY
04.2024 - Current
  • Supervised and supported a staff exceeding 200+ employees
  • Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
  • Evaluated existing systems and technologies used by the call center team to ensure they are up-to-date and meeting the needs of customers efficiently.
  • Implemented strategies to reduce wait times and increase the efficiency of services provided by the call center team.
  • Evaluated employees' performance regularly using KPIs such as attendance records, productivity levels.
  • Promoted effective communication by facilitating regular meetings between employees and managers to address questions, share best practices, and resolve job-related concerns.
  • Conducted employee interviews resulting in successful promotions
  • Provided ongoing training and coaching to staff on product knowledge and customer service techniques.
  • Ensured payroll was consistently updated and accurate for a team of 200+
  • Managed the implementation of disciplinary measures, including suspensions, corrective actions, and terminations following company regulations.

Call Center Supervisor (Bilingual)

Conduent Business Services
Staten Island, NY
01.2013 - 04.2024
  • Provided leadership and guidance for customer service operations at a call center with over 250+ staff members
  • Identified efficient processes to enhance the Call Center's production
  • Implemented staff monitoring techniques resulting in optimal staffing levels
  • Collaborated with employees to identify and address observed deficiencies
  • Conducted annual performance evaluations and made recommendations for staff promotions and merit raises
  • Supported a positive work environment by advocating the company's Open Door Policy, promptly resolving any issue or concern raised by Service Center staff through tailored recommendations or referrals.
  • Engaged in frequent one-on-one meetings with team members to evaluate progress and identify developmental opportunities.
  • Created comprehensive training programs to enhance customer service skills for new and current employees.
  • Assisted with the recruitment process by screening resumes, conducting interviews, and providing recommendations for hiring decisions.
  • Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
  • Monitored call queues in order to prioritize incoming calls by urgency or importance level.
  • Developed effective working relationships with team members across multiple departments.
  • Tested new products prior to their release into production environment.
  • Provided training and guidance to staff members on how to use various technologies effectively.
  • Coordinated activities between different teams including developers, operations staff and end users.

Education

Hospitality Management -

New York College of Technology
Brooklyn, NY
12.2009

Skills

  • Fluent in English / Spanish
  • Technical Support
  • Software testing
  • Proficient in interpersonal communication, and organizational skills
  • Proficient in Microsoft Office: Outlook, Word, Excel, PowerPoint
  • Goal oriented and hands-on supervisor
  • Experienced in team leadership
  • Negotiation and Conflict Resolution
  • Project Management
  • Excellent problem solving with strong sales analysis and reporting skills
  • Delegation and Supervision
  • Performance Tracking and Evaluation
  • Training and Development
  • Adaptability and Flexibility
  • Disaster Recovery Planning

Languages

Spanish
Professional

References

References available upon request.

Timeline

Senior Team Lead (Bilingual)

Ttechsolutions
04.2024 - Current

Call Center Supervisor (Bilingual)

Conduent Business Services
01.2013 - 04.2024

Hospitality Management -

New York College of Technology

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Christopher Negron