Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Emely Ascencio

Houston,TX

Summary

Since beginning my employment history, I have been able to obtain many experiences with customer service, development, leadership, conflict resolution and building relationships. I have successfully reduced employee turnover by fostering a positive work environment while enhancing productivity through comprehensive training programs. Skilled in Microsoft Office and relationship building, I consistently achieve high performance evaluations, driving team success and client satisfaction.

Overview

13
13
years of professional experience

Work History

Operations Supervisor

Alorica
04.2021 - Current
  • Manage daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
  • Maintain open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
  • Conduct regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
  • Reduce employee turnover by fostering a positive work environment and addressing employee concerns promptly.
  • Assist with developing new management trainees and providing best practices that will overall help them with the success of their team.
  • Complete daily/monthly reporting using Microsoft Excel, Outlook, Word, and One note.
  • Kept high average of performance evaluations.
  • Built a highly-efficient team through ongoing coaching and professional development opportunities. Our team stats have averaged the highest percentage since we began working for CVS Back Office. Those averages were well over the minimum 93.50%,

Training Manager

Alorica
09.2015 - 04.2021
  • Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
  • Developed and implemented comprehensive training program to increase employee productivity and morale.
  • Monitored and evaluated training performance to determine quality and cohesiveness.
  • Trained new hires to perform cross-training exercises with experienced workers.
  • Developed the Nesting program that is used throughout all new lines of businesses contracted with Alorica in Humble, TX.
  • Collaborated with other departments to align training programs with organizational goals and objectives.

Call Center Representative

Alorica
10.2014 - 09.2015
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.

Cocktail Server

The Runway
04.2014 - 12.2014
  • Provided attentive service, regularly checking in on guests to ensure their needs were met.
  • Managed cash transactions accurately, ensuring proper handling of payments and tips.
  • Developed strong relationships with regular guests, creating personalized experiences that encouraged loyalty.
  • Increased repeat clientele by building rapport with patrons and anticipating their preferences.
  • Adapted to fast-paced environment, maintaining high-quality service during rush hours and special events.

Restaurant Team Member

Wings N More
08.2012 - 04.2014
  • Displayed excellent teamwork skills while working alongside fellow team members in a fast-paced environment.
  • Promoted a positive work environment by maintaining a professional attitude and demonstrating respect for coworkers, management, and guests alike.
  • Enhanced customer satisfaction by providing efficient and friendly service during busy meal times.
  • Arrived to work in uniform and presentable in appearance to meet restaurant standards.
  • Handled cash transactions accurately and efficiently, ensuring proper cash handling procedures were followed.
  • Trained new employees by demonstrating tasks and coaching during daily activities.

Education

High School Diploma -

Nimitz High School
Houston
05-2014

Skills

  • Operations management
  • Task delegation
  • Team Training
  • Customer relations
  • Phone and email etiquette
  • Customer service
  • Microsoft office
  • Relationship building
  • Staff development and training
  • Performance improvement

Accomplishments

  • Achieved the highest Bill to pay average in our site for the years of 2022, 2023, and 2024 which led to me being recognized by our client, CVS Pharmacy.
  • I was chosen by Alorica to train and develop 210 employees that were hired for Suddenlink during my years as a trainer because of the success I had with training our CVS employees.
  • I was trained in multiple lines of business such as CVS extra care, CVS pharmacy help desk, CVS caremark, CVS.com, CVS Medicare D, CVS Customer relations, Suddenlink and Sam's club. Being trained in all the business allowed me to gain knowledge to properly develop my training team which grew as the number training team in Alorica Humble.

Languages

Spanish
Professional Working
English
Native or Bilingual

Timeline

Operations Supervisor

Alorica
04.2021 - Current

Training Manager

Alorica
09.2015 - 04.2021

Call Center Representative

Alorica
10.2014 - 09.2015

Cocktail Server

The Runway
04.2014 - 12.2014

Restaurant Team Member

Wings N More
08.2012 - 04.2014

High School Diploma -

Nimitz High School

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Emely Ascencio