Summary
Overview
Work History
Education
Skills
Refrences
Timeline
Generic

Elsa L. Ruiz

El Paso,TX

Summary

Over 30 years of progressive, responsible customer relations, scheduling, and general office operations and 9 years of quality experience. Strong organizational abilities combined with excellent interpersonal, communication, and leadership skills that allow me to work effectively with people at all levels. Able to maintain Quality Assurance goals while assisting and developing training program, coaching, mentoring and content creation to lead to a higher employee skill levels and job performance for both fellow Quality Assurance Analyst and Agents.

Overview

3
3
years of professional experience

Work History

Quality Assurance

Maximus
04.2021 - 07.2023
  • Performed quality monitoring activities as designated in the quality assurance, identify gaps in the current knowledge/training of Agents.
  • Monitored assigned Agents, completed monitoring reports, and provided feedback to Agents, Supervisors and Operations.
  • Assisted with Peer-to-Peer evaluations within the Cover VA QA department.
  • Evaluated recorded and/or transcribed interactions of a complex nature between the caller and Agent, and provided appropriate context of ratings to Agents, Supervisors and Operations.
  • Calibrated internal and external call monitoring sessions and results between Supervisors, QC, QA, Agents, and the State.
  • Provided QA Manager, QA Supervisor, Operations and Supervisors and Operations with updates on all issues regarding quality assurance and reported all employee related issues heard during monitoring sessions.
  • Ensured activities and processes were followed within company QA standards and applicable contractual standards. Interpreted quality standards and provided support to facets of project to further and achieve quality assurance goals.
  • Maintained internal database to ensure integrity of data input is correct and accurate.
  • Assisted Supervisor with assigning workload to QACs when needed.
  • Provided reporting documentation that supports need of QA department to maintain adequate records of all calls recorded.
  • Assisted in OPS calibration meetings and assisted Operations in identify areas of opportunity and trends to achieve project goals.
  • Assisted QA Supervisor in facilitating New Hire and remedial training sessions as deemed necessary by Project Manager.
  • Provided one on one Coaching to Agents and Cover VA QAC’s when scores were below required QA standard.
  • Provided group Coaching to Agents when scores were below required project standard.
  • Provided group Coaching to Agents when scores were below required project standard.
  • Assisted in special projects to identify gaps in knowledge/training and change of project scorecards questions.
  • Developed a comprehensive training program, leading to higher employee skill levels and job performance.
  • Implemented quality assurance procedures to minimize non-conformances.

Call Center Bilingual Supervisor - FED CE CCO

Maximus
07.2023 - Current
  • Lead workforce to meet Center and Team goals, engagement, and CSR performance, communicate and execute business goals, all within high-performance culture.
  • Oversee departmental activities for effective utilization of all resources and systems to meet center goals.
  • Identified opportunities for improvement and able to work with CSR to obtain a continuous improvement be able to meet team and center goals.
  • Monitor assigned Agents to Quality Now standards, completed monitoring reports, and provided feedback to Agents to better assist them in meeting their goals.
  • Evaluated recorded and/or transcribed interactions of a complex nature between caller and Agent and provide appropriate context of ratings to Agents.
  • Monitor Agents related to call monitoring, data entry, and overall customer service functions.
  • Identify and resolve unauthorized and ineffective practices.
  • Maintain internal database to ensure integrity of data input is correct and accurate and participate in internal calibrations to identify areas of opportunity and trends to achieve project goals.
  • Initiate and act on ideas and generate solutions that benefit your team, department, and company. (i.e., analyze and resolve root causes of performance inhibitors, recommend resource changes, recommend process changes and investigate and resolve nonconformances.
  • Managed a diverse team of bilingual employees, ensuring clear communication and understanding across language barriers.
  • Escalate resource, workforce or process concerns to Sr. Manager, Managers, HR, and colleagues in a timely manner.
  • Able to communicate verbally and in writing clearly, appropriately, and concisely.
  • Acknowledge and reward employee achievements creatively through formal and informal recognition activities and programs which help team goals and center goals.
  • Collaborated with cross-functional teams to achieve project goals on time and within budget constraints.
  • Enhanced team productivity by implementing effective communication strategies and providing timely feedback to employees.
  • Participated actively in strategic planning meetings aimed at improving business operations.
  • Balanced multiple priorities simultaneously while overseeing various tasks critical to successful project completion.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.

Education

Information Specialist Not Completed

El Paso Community College
El Paso, TX

High School Diploma -

Bel Air High School
El Paso, TX

Skills

  • Bilingual in English/Spanish
  • Adobe Connect Virtual-Instructor Led Training (VILT)
  • Verint, Calabrio, Verizon, and Genesys
  • QCat and QDog
  • VaCMS and MMIS
  • Excellent Customer Service and Telephone Etiquette
  • Detailed Oriented
  • Able to analyze and respond quickly to any assignment or task
  • Excellent written and verbal communication skills
  • Able to work independently with minimal to no supervision
  • Proficient in Microsoft Office, Excel, Outlook, Word, and Power Point
  • Knowledge of different office equipment (phones, fax, copiers)
  • Able to interpret verbally in English or Spanish language
  • Able to translate all types of letters, documents, and applications in the English/Spanish language
  • Able to translate all types of letters, documents, and applications in the English/Spanish language
  • Knowledgeable in use of online resources for research, marketing, and database mining
  • Training, Mentoring and Development
  • Team Management
  • Task Delegation
  • Process Improvement

Refrences

Armida Trejo Bradley: (915) 637-0306

Johanna Nelson Parker: (432) 940-9506

Rita Madrid: (915) 873-1553

Mike Avila: (915 )345-8768

John Obal (588) 937-5190

Berenice Elorreaga (915) 780-3537

Timeline

Call Center Bilingual Supervisor - FED CE CCO

Maximus
07.2023 - Current

Quality Assurance

Maximus
04.2021 - 07.2023

Information Specialist Not Completed

El Paso Community College

High School Diploma -

Bel Air High School

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Elsa L. Ruiz