Elkis Mora
Riverview,FL
Summary
Results-driven customer service and operations leader with 14 years of experience. Expertise in team leadership, employee development, quality monitoring, and performance management. Adaptable to new systems and processes while resolving customer concerns efficiently. Seeking to leverage leadership and problem-solving skills in a Supervisor, Operations, Customer Experience, Quality, or Fraud-related role.
Overview
15
15
years of professional experience
Work History
SUPERVISOR
CONCENTRIX
01.2023 - 07.2026
- Supervised a customer service team supporting Mercedes-Benz customers with general service and vehicle-related questions.
- Monitored team performance on quality, productivity, and attendance, ensuring alignment with customer experience goals.
- Coached representatives on customer service and performance expectations, enhancing team communication and quality.
- Conducted call monitoring and quality evaluations, identifying opportunities to improve customer experience.
- Supported escalated customer concerns, system questions, and complex service interactions.
- Assisted representatives with basic vehicle-related, maintenance, and general how-to questions.
- Developed a career with increasing responsibilities across multiple companies. with increasing responsibility across AT&T, H&R Block, and Mercedes-Benz client accounts.
SUPERVISOR
CONCENTRIX
01.2015 - 01.2023
- Consistently recognized as Supervisor of the Month for leadership, team performance, and operational results.
- Conducted weekly one-on-one coaching to enhance performance, sales, quality, customer experience, and individual development.
- Conducted weekly one-on-one coaching focused on performance, sales, quality, customer experience, and development.
- Provided actionable coaching and individualized development to improve performance and customer satisfaction.
- Monitored KPIs and used performance trends to identify coaching opportunities.
- Monitored KPIs to identify coaching opportunities based on performance trends.
- Earned Supervisor of the Month recognition for effective leadership, driving team performance, and achieving operational results.
- Progressive career with increasing responsibility across AT&T, H&R Block, and Mercedes-Benz client accounts.
SUPERVISOR
CONCENTRIX
01.2017 - 12.2022
- Supervised and coached representatives in delivering tax-related assistance, managing appointment scheduling, and utilizing H&R Block digital tax services to enhance customer experience.
- Guided employees in effectively navigating H&R Block digital tax software and related systems to improve service delivery.
- Monitored customer interactions and provided feedback to strengthen communication and service quality.
- Monitored customer interactions, providing targeted feedback to enhance communication skills and service quality.
- Assisted with system and process questions and appropriate escalation of complex issues.
- Maintained a strong focus on protecting sensitive customer information and following established procedures.
- Developed a progressive career through increasingly responsible roles at AT&T, H&R Block, and Mercedes-Benz.
SALES COACH
CONCENTRIX
01.2014 - 01.2015
- Coached sales representatives, enhancing sales performance and customer engagement through targeted training on product knowledge and customer experience.
- Reviewed customer interactions, providing tailored feedback and actionable recommendations to optimize sales techniques.
- Reviewed customer interactions and delivered individualized feedback and recommendations.
- Assisted representatives with inquiries on product, service, system, and process, facilitating quicker resolutions and improved customer satisfaction.
- Assisted representatives with product, service, system, and process questions.
- Advanced through various roles in sales and customer service with increasing responsibility across AT&T, H&R Block, and Mercedes-Benz client accounts.
OJT ASSISTANT & MENTOR
CONCENTRIX
01.2013 - 01.2014
- Provided one-on-one mentoring to build confidence and proficiency.
- Coordinated training schedules and daily learning activities to enhance employee onboarding experience.
- Acted as a resource for product and service inquiries, guiding employees through system navigation and troubleshooting.
- Served as a resource for product and service questions, system navigation, and troubleshooting.
- Delivered one-on-one mentoring to boost employee confidence and proficiency in their roles.
- Advanced through various roles with increasing responsibility across AT&T, H&R Block, and Mercedes-Benz client accounts.
SALES ASSOCIATE – AT&T / U-VERSE
CONCENTRIX
12.2011 - 01.2013
- Delivered tailored sales and customer support for AT&T wireless, U-verse television, internet, and related products, enhancing customer satisfaction.
- Assessed customer needs and recommended appropriate products and service solutions.
- Educated customers on products, features, pricing, and available service options.
- Handled customer inquiries effectively, ensuring a professional and positive customer experience.
- Utilized multiple computer systems and internal tools to efficiently process sales, manage accounts, and resolve service concerns.
- Progressive career with increasing responsibility across AT&T, H&R Block, and Mercedes-Benz client accounts.
Education
Some College (No Degree) - Psychology
Instituto Montessori
Santo Domingo , República Dominicana Skills
- Team Leadership & Supervision
- Performance Management
- Employee development
- Training & Mentoring
- Quality assurance
- KPI Monitoring
- Problem Solving & Troubleshooting
- Customer Experience
- Customer Engagement
- Customer service escalation
- Call quality monitoring
- Policy & Procedure Compliance
- Process Improvement
- Systems Navigation
- Internal Business Applications
- Scheduling Systems
- Microsoft Office
- Conflict Resolution
- Scheduling Systems
Target Roles
- Customer Service Supervisor
- Operations Supervisor
- Contact Center Manager
- Customer Experience Lead
- Quality Assurance / Quality Coach
- Training & Development
- Fraud Prevention / Fraud Support
- Customer Operations
Professional Highlights
- Customer Service Supervisor
- Operations Supervisor
- Contact Center Manager
- Customer Experience Lead
- Quality Assurance / Quality Coach
- Training & Development
- Fraud Prevention / Fraud Support
- Customer Operations
Timeline
SUPERVISOR
CONCENTRIX
01.2023 - 07.2026
SUPERVISOR
CONCENTRIX
01.2017 - 12.2022
SUPERVISOR
CONCENTRIX
01.2015 - 01.2023
SALES COACH
CONCENTRIX
01.2014 - 01.2015
OJT ASSISTANT & MENTOR
CONCENTRIX
01.2013 - 01.2014
SALES ASSOCIATE – AT&T / U-VERSE
CONCENTRIX
12.2011 - 01.2013
Some College (No Degree) - Psychology
Instituto Montessori