Destiny Cristerna
Casa Grande
Summary
Results-driven professional with extensive experience in team management, coaching, and process optimization, ensuring efficient and effective operations. Skilled in leadership development, collaboration, and driving performance improvements, with a proven ability to resolve challenges and implement solutions. Seeking to leverage expertise in communication and project management as a Contact Center Supervisor to enhance team success and customer satisfaction.
Overview
6
6
years of professional experience
Work History
Contact Center Supervisor
The Home Depot Contact Center
05.2024 - Current
- Supervised daily operations of contact center team, achieving key performance goals.
- Monitored team performance, coaching associates to adhere to company guidelines and quality standards.
- Analyzed reports on customer inquiries, complaints, and feedback to identify improvement opportunities.
- Conducted regular meetings with agents to review performance goals and address improvement areas.
- Executed strategies by leading through example and setting specific goals.
- Evaluated individual performance, providing constructive feedback on areas for enhancement.
- Performed daily administrative duties such as payroll processing and timekeeping activities.
Resolutions Expeditor
The Home Depot Contact Center
10.2022 - 05.2024
- Identified complex problems and implemented strategies that enhanced customer experience.
- Analyzed escalated customer-facing issues to deliver effective solutions while maintaining satisfaction.
- Provided expertise to associates, fostering contact center efficiency through streamlined solutions.
- Cultivated relationships with front-line associates, providing policy education and support to enhance service delivery.
- Developed training materials that equipped associates to resolve customer inquiries more effectively.
- Collaborated with teams to address challenges and improve service delivery.
Onboarding Coach
The Home Depot Contact Center
01.2020 - 10.2022
- Developed and implemented comprehensive onboarding plans for new hires to ensure smooth integration.
- Facilitated onboarding sessions, aligning processes with department managers' needs.
- Coordinated communication between managers and new hires to foster transparency.
- Monitored paperwork completion to ensure onboarding accuracy and compliance.
- Provided ongoing support during initial weeks to optimize new hire transition.
- Created feedback loops with new hires to improve onboarding experience.
- Created a performance metrics tracking system to measure onboarding effectiveness.
Education
High School Diploma -
Genesis Academy High School
Phoenix, AZSkills
- Effective communication
- Collaboration
- Accountability
- Emotional intelligence
- Results-driven
- Customer service
- Project management
- Team leadership
- Coaching and mentoring
- Leadership development
- Adaptability
Hobbies and Interests
- Mentorship
- Self-Development
Languages
English, Native or Bilingual Proficiency
Ongoing Development
LinkedIn courses, Leadership, Decision-Making, Adaptability, Innovation
Timeline
Contact Center Supervisor
The Home Depot Contact Center
05.2024 - Current
Resolutions Expeditor
The Home Depot Contact Center
10.2022 - 05.2024
Onboarding Coach
The Home Depot Contact Center
01.2020 - 10.2022
High School Diploma -
Genesis Academy High School