Erika Soto
Rowland Heights,CA
Summary
Driven leader with proven success at Telvista Call Center, adept in team leadership and quality assurance. Excelled in elevating customer satisfaction and meeting KPIs through effective problem-solving and site management. Skilled in fostering growth and ensuring high performance, demonstrating both hard and soft skills essential for operational excellence.
Overview
15
15
years of professional experience
Work History
Site Manager
Call Center Services Internatonal
12.2011 - Current
- Conducted regular site meetings with team members, fostering open communication channels for efficient problem-solving and progress updates.
- Developed strong relationships with clients through consistent communication of project updates and prompt resolution of concerns or issues.
- Interviewed, hired, and trained new workers.
- Ensure the KPIs are met month over month
Supervisor of Operations
Telvista Call Center
01.2009 - 12.2011
- Evaluated staff performance regularly, offering constructive feedback designed to promote growth within their roles.
- Managed scheduling and workload distribution, maximizing productivity without overwhelming team members or compromising quality of work.
- Achieved high levels of customer satisfaction with consistent attention to detail and effective communication skills.
- Established clear expectations for team members, fostering a positive work environment through open communication and accountability.
Education
High School Diploma -
Santiago High School
Garden Grove, CA01.2001
Skills
- Team Leadership
- Site Inspection and Management
- Problem-Solving
- Quality Assurance
- Customer Service
Accomplishments
Tijuana, August 2019. A Top Multinational consumer electronics and video game company has established a nearshore contact center in Mexico. This represents the only outsourced center in Latin America that delivers best in class, customer service, technical support, digital purchases and refunds and strives to deliver above and beyond customer satisfaction to the gaming industry. The center started with 21 agents and will reach a total of 500 with in 2 years. Since the operation started client’s expectations have been exceeded and the goals have been surpassed such as Customer Satisfaction levels of 90%, a big milestone The key factors for this success are a solid leadership by the campaign manager and supervisors team dedication and performance.
Languages
Spanish
Native or Bilingual
Timeline
Site Manager
Call Center Services Internatonal
12.2011 - Current
Supervisor of Operations
Telvista Call Center
01.2009 - 12.2011
High School Diploma -
Santiago High School
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