Dania Cuellar
Aurora,CO
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
24
24
years of professional experience
Work History
Customer Care Case Manager Supervisor
Sunrun
01.2019 - 03.2023
- Built customer relationships by responding to inquiries, identifying and assessing customers' needs, resolving problems, and following up with potential and existing customers.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and customer behavior identification.
- 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.
- Developed process controls and metrics for daily management of call center.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Assisted in recruiting, hiring and training of team members.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Supervised daily operations to maximize both customer/ employee satisfaction.
- Created customer support strategies to increase customer retention.
- Created a culture and atmosphere that lead to a high level of employee engagement.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Developed new employees and on-going performance assessment of current employees.
- Established performance and service goals and held team members accountable for individual performance.
- Evaluated interactions between team members and customers to assess team member performance.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Delegated tasks to existing support team members.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Operations Manager, Customer Experience
C & R Wireless, Llc
01.2017 - 01.2019
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Analyzed and reported on key performance metrics to senior management.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Business Service Assurance Supervisor
Sprint
12.2011 - 02.2016
- Oversaw HR training, coaching, mentoring and staff retention.
- Streamlined workflow.
- Built new department becoming back up for east coast call center.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Attended daily meeting, reviewed department metrics and strategized to meet company goals.
- Controlled day today operations of team responding to technical or complex inquires through case management.
Consumer Billing Supervisor
Sprint
01.1999 - 04.2007
- Managed customer service team that provided billing inquiry support
- Motivated team's performance objective by empowering, rewarding, creating positive environment.
- Coordinated with other internal departments and customers to keep operations running smoothly and solve both routine and complex problems.
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
- Developed and implemented improvements to billing system to maximize efficiency, reduce delinquency and increase accuracy.
Sprint University Trainer
Sprint
01.1999 - 04.2007
- Trained other employees in customer service, food safety, and performance requirements.
- Facilitated new hire training classes on products, systems policy/procedures and sales training
- Provided ongoing coaching to agents, sales teams and managers to meet required department metrics
- Set positive example for team members by providing high-quality, efficient service..
- Designed and executed training programs for new and existing customer care team members to provide knowledge, skills and techniques in performing tasks.
- Analyzed and evaluated training effectiveness and program outcomes.
- Developed job-specific competencies and performance standards.
- Worked with vendors to customize courseware to accommodate business needs.
Education
High School Diploma -
William Paterson University of New Jersey
Wayne, NJSkills
- Cross-Functional Collaboration
- Team Building
- Training and Mentoring
- Escalation Management
- Employee Development
- Process Improvement
- Customer Service
- Project Planning
- Strategic Planning
- Problem Resolution
- Customer Relationship Management
- Negotiation
- Employee Motivation
Timeline
Customer Care Case Manager Supervisor
Sunrun
01.2019 - 03.2023
Operations Manager, Customer Experience
C & R Wireless, Llc
01.2017 - 01.2019
Business Service Assurance Supervisor
Sprint
12.2011 - 02.2016
Consumer Billing Supervisor
Sprint
01.1999 - 04.2007
Sprint University Trainer
Sprint
01.1999 - 04.2007
High School Diploma -
William Paterson University of New Jersey
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