Cynthia Vazquez-Negron

Managed and motivated employees to be productive and engaged in work.

Accomplished multiple tasks within established timeframes.

Led hiring, onboarding, and comprehensive training of new agents to ensure seamless integration and early performance success

Coached and developed Supervisors, Team Leads, and frontline Agents, resulting in internal promotions and strengthened leadership pipeline

Designed and implemented structured escalation channels, significantly improving turnaround time (TAT) and resolution consistency

Successfully transitioned team focus from complaints handling to a full-service contact center, enhancing service delivery and team efficiency

Deliver actionable analytics and performance reports to senior leadership, informing strategic decisions and continuous improvement initiatives

Collaborate cross-functionally with Sales, CIU (Customer Insights Unit), and Complaints teams to streamline workflows and improve interdepartmental processes

Manage between 5,000- 8,000 calls monthly dealing with high escalated marketing misrepresentation with a 1.5% CTM rate.

• Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
• Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
• Transitioned over to PORT team, assisting with process improvement, Hiring all staff and onboarding successfully.

• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Managed conflict resolution among team members, fostering a positive and collaborative work environment.
• Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
• Oversaw several escalated queues ensuring turn around time was met along with developing agents, providing best practices
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.

• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.
• Excellent communication skills, both verbal and written.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Passionate about learning and committed to continual improvement.
• Organized and detail-oriented with a strong work ethic.