Diales Sanchez
York,PA
Summary
Experienced team supervisor and mentor well-versed in reviewing calls and employee performance to devise and implement customized improvement strategies. Gifted in building rapport with callers and trust in team members to promote successful handling of issues. Bilingual fluency in Spanish and English.
Overview
4
4
years of professional experience
Work History
Call Center Supervisor
TreCom Systems Group
Dover, PA
07.2020 - Current
- Provided guidance, training, coaching and mentoring to call center team members.
- Conducted performance reviews of call center staff and documented results.
- Resolved escalated customer complaints in a timely manner.
- Reviewed daily reports on call volume, service level, abandoned calls and other statistics.
- Assigned tasks to agents based on their skillset and availability.
- Maintained accurate records of all customer interactions using the company's CRM system.
- Facilitated communication between departments to resolve problems quickly.
- Verified employee hours worked against timesheets provided by representatives.
- Monitored incoming calls, emails, and chat messages for quality assurance purposes.
- Trained and supervised new employees to promote overall team productivity and consistent service.
- Facilitated individual coaching sessions with CSRs to realign productivity goals.
- Ensure business goals and deadlines as met at a timely manner.
- Supervised a team of approximately 68 direct reports.
Education
High School Diploma -
New Hope Academy
York06-2014
Skills
- Information tracking
- Training Management
- Report Writing
- Staff Motivation
- Schedule Coordination
- Coaching and Mentoring
- Call Monitoring
- Self Motivation
- Adaptability and Flexibility
- Decision-Making
- Active Listening
- Attention to Detail
- Team Collaboration
- Reliability
- Problem-solving abilities
- Data Entry
Languages
Spanish
Native/ Bilingual
English
Full Professional
Accomplishments
- Top 10 in class rank of year 2014.
Affiliations
- Musician
- Tutor
- Planner
- Bookeeper
References
References available upon request.
Timeline
Call Center Supervisor
TreCom Systems Group
07.2020 - Current
High School Diploma -
New Hope Academy
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