Summary
Overview
Work History
Education
Skills
Timeline
Generic

Elizabeth Torres

Harker Heights,TX

Summary

Contact Center Supervisor  bringing extensive call center experience in inbound, outbound and blended environments. Strength in training and development, client relations and problem solving.

Overview

21
21
years of professional experience

Work History

Contact Center Supervisor

Accenture
Austin , TX
03.2015 - Current


  • Insured implementation of call center policies, operations and performance standards were understood and followed by agents
  • .Performed statistical analysis for each individual agent providing coaching to insure adherence to statement of work.
  • Developed process efficiencies to improve quality, moving my team's performance from 90% to 98%
  • Manage, process, and review time sheets, payroll, and daily attendance of Call Center employees.
  • Responsible for Annual Employee Reviews and Evaluations for Call Center Reps.

Customer Care Supervisor

Xerox
Austin, TX
04.2012 - 02.2014
  • Monitored calls and provided feedback during coaching sessions
  • Reviewed individual production, work quality, performance management and initiating corrective action as needed
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Fostered an environment which encouraged continual process improvements.

Division Manager

United Recovery Systems
Houston , TX
11.2009 - 07.2010
  • Drove the implementation of company programs by motivating Management team within the division to develop and implement action plans that met operational and organizational objectives.
  • Reviewed key business indicators within the division to identify problems, concerns, and opportunities for improvement in order to provide coaching to the business sight Planned and Executed- Development of strategic and operational plans for the work group, managing execution and measuring results Utilized existing tools to identify and prioritize communications.
  • Achieved monthly and quarterly corporate goals while maintaining a personal portfolio of accounts.
  • Achieved an average recovery rate of 40%, when the national average is 30%

Customer Finance Supervisor

Sprint Nextel
Temple , Tx
02.2003 - 02.2009
  • Demonstrated knowledge of accounts receivable and led a team of 19 collectors successfully.
  • Motivated my team to meet company's targets and objectives by daily coaching and mentoring, conducting monthly meetings to review stats, adhere to call model and improve monthly collection goals.
  • Ensured productivity with comprehensive analysis and reporting on call center performance metrics.
  • Facilitated adherence to company goals and metrics by compiling and analyzing statistical data relative to unit productivity, and providing detailed reports to senior management.

Education

High School Diploma - undefined

North High
Phoenix, Arizona
1983

Skills

  • Exceptional interpersonal communication
  • Customer Relationship Management Software (CRM)
  • Exceptional telephone etiquette
  • Customer-focused
    • Conflict resolution
    •   Creative problem solver
    •   Multi-Task Management
    • Exceptional communication skills

    Timeline

    Contact Center Supervisor

    Accenture
    03.2015 - Current

    Customer Care Supervisor

    Xerox
    04.2012 - 02.2014

    Division Manager

    United Recovery Systems
    11.2009 - 07.2010

    Customer Finance Supervisor

    Sprint Nextel
    02.2003 - 02.2009

    High School Diploma - undefined

    North High

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