Eliecel Guzman
Oviedo
Summary
Results-driven Call Center Supervisor with expertise in complaint resolution, employee training, and team leadership. Proven ability to enhance staff performance and optimize scheduling for peak efficiency.
Overview
10
10
years of professional experience
Work History
Call Center Supervisor
Eye Physician of Centeral Florida
Maitland
02.2022 - Current
- Supervised daily call center operations, enhancing staff performance and efficiency.
- Trained new employees on customer service protocols, ensuring adherence to standards.
- Managed scheduling to guarantee adequate coverage during peak hours.
- Resolved escalated customer complaints through effective communication strategies.
- Developed training materials to elevate team knowledge and skills.
- Monitored call quality, providing constructive feedback to improve service standards.
- Conducted quality assurance evaluations on calls to maintain high service levels.
Assistant Store Manager
Hip city Veg
New York
03.2019 - 01.2022
- Trained and supervised team members on customer service standards to enhance performance.
- Coordinated promotional events that boosted customer engagement and increased sales.
- Ensured compliance with health and safety regulations in food preparation areas.
- Resolved customer inquiries and complaints promptly to maintain high satisfaction levels.
- Collaborated with management to devise strategies for improving overall store performance.
- Provided ongoing training to employees, emphasizing high standards of customer satisfaction.
- Conducted frequent walk-throughs, directing team members to address issues affecting store appearance.
- Interviewed candidates for open positions, making informed hiring decisions to strengthen the team.
Supervisor
Sweetgreen
New York
02.2016 - 02.2019
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Created new strategies for improving customer service standards within the organization.
- Trained new employees on company policies and procedures.
- Fostered a positive and motivating work environment, leading to an increase in team morale.
- Led weekly team meetings to discuss progress, address issues, and plan future actions.
- Participated in recruitment efforts by interviewing prospective candidates for open positions.
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
- Acted as a liaison between upper management and staff, facilitating open communication.
Education
Associate of Arts - Language Interpretation And Translation
Universidad Autonoma
Santo Domingo05-2015
Skills
- Customer service
- Call monitoring
- Complaint resolution
- Employee training
- Scheduling management
- Team leadership
Timeline
Call Center Supervisor
Eye Physician of Centeral Florida
02.2022 - Current
Assistant Store Manager
Hip city Veg
03.2019 - 01.2022
Supervisor
Sweetgreen
02.2016 - 02.2019
Associate of Arts - Language Interpretation And Translation
Universidad Autonoma