Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
Generic

Coralys Marrero

Staten Island,NY

Summary

Ambitious Call Center Manager with excellent customer service experience. Highly effective at promoting positive relationships and building capable teams. Track record of improving overall operations, reducing overhead and increasing corporate value.

Overview

7
7
years of professional experience

Work History

Customer Experience Manager

Conduent
Staten Island, NY
03.2019 - Current
  • Execute instructions, initiatives and policy and procedures as directed by senior management, or in conjunction with departmental leads
  • Review, recommend revisions to, administer and enforce compliance to Policy and Procedures
  • Work with the training team and functional management leads on the initial training and ongoing development of all employees on the project
  • Ensures resolution of customer and client complaints, using appropriate escalation protocol
  • Recommend staffing adjustments to include new hires and terminations
  • Review and report on departmental reports as it relates to productivity, quality, staffing and overall site performance
  • Managed day-to-day operations, including supervision and assignment delegation
  • Upheld internal standards and productivity goals to meet overall service levels
  • Established ambitious goals for employees to promote achievement and surpass business targets
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits
  • Assisted in recruiting, hiring and training of team members.
  • Organized conferences and workshops focused on developing innovative solutions for enhancing the overall quality of the company's services.

Call Center Supervisor

Conduent
Staten Island, NY
11.2017 - 03.2019
  • Review time sheets and daily attendance
  • Responsible for annual assessment for 3 teams
  • Responsible for transitioning temporary employees to permanent status
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques
  • Executed Monthly Performance Plans with representatives to to identify production gaps.

Call Center Team Lead

Conduent
Staten Island, NY
12.2016 - 11.2017
  • Motivated employees to increase productivity and maximize service quality with hands-on leadership style
  • Responded to team support questions quickly to maintain call center efficiency
  • Handled advanced issues with calm, knowledgeable and professional approach
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.

Education

High School Diploma -

Liceo Hispanoamericano
Puerto Rico
05-2004

Skills

  • Quick learner
  • Self-motivated professional
  • Flexible & Adaptable
  • Good listening skills
  • Multitasking abilities
  • Conflict resolution
  • Interpersonal Communication

Languages

Spanish
Native/ Bilingual

References

References available upon request.

Timeline

Customer Experience Manager

Conduent
03.2019 - Current

Call Center Supervisor

Conduent
11.2017 - 03.2019

Call Center Team Lead

Conduent
12.2016 - 11.2017

High School Diploma -

Liceo Hispanoamericano

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Coralys Marrero