Ernest Freire
Fort Worth,TX
Summary
Results-driven Team Supervisor recognized for enhancing productivity and efficiency in task completion. Specialized in team leadership, conflict resolution, and performance management. Proven ability to communicate effectively, solve problems, and adapt to changing environments, ensuring smooth operations and strong team cohesion.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Team Supervisor
SP Plus Parking
Fort Worth, TX
12.2019 - Current
- Led a team of 12–15 customer-service agents in a 24/7 support center, achieving 98% service-level adherence.
- Conducted targeted training sessions to reinforce best practices and improve call-handling consistency.
- Implemented one-on-one coaching plans for underperforming agents, resulting in 90% performance improvement success rate.
- Monitored real-time queue metrics, reallocating resources during peak periods to maintain wait times under 30 seconds.
- Collaborated with quality-control and workforce teams to introduce new call-script strategies, increasing first-call resolution by 10%.
Customer Service Representative
SP Plus Parking
Austin, TX
06.2016 - 12.2019
- Managed over 80 inbound calls daily, achieving a 96% customer satisfaction rating.
- Troubleshot complex technical issues and documented solutions to enhance team knowledge base.
- Collaborated with peers to establish a peer-mentoring system, reducing onboarding time by 20%.
Server & Trainer
El Rodeo Market
Lampasas, TX
05.2014 - 06.2016
- Delivered high-volume table service, resulting in 4.8/5.0 guest satisfaction rating.
- Conducted training for more than 20 new staff on guest-service standards and POS systems, increasing table turnover by 10%.
- Ensured that each guest was served courteously, quickly, and efficiently.
- Accurately recorded orders on cash register and point-of-sale system.
Therapeutic Support Staff Member
The ACES
Tempe, AZ
09.2013 - 05.2014
- Supported behavioral instruction for students with autism, contributing to individualized learning plans that boosted engagement by 15%.
- Assisted in the development of IEPs for each student by providing input on goals related to behavior management.
- Implemented de-escalation techniques during times of emotional distress or conflict.
- Conducted assessments of student's behavior, academic performance, and social skills.
- Monitored progress of students using data collection methods and documented results in a timely manner.
Education
MBA - Business Administration And Management
University of Phoenix
Phoenix, AZ05-2026
Bachelor of Science - Business Administration And Management
University of Phoenix
Phoenix, AZ08-2024
Skills
- Team leadership and coaching
- Process improvement and SOP development
- Data analysis and KPI reporting
- Customer experience management
- Budgeting and resource planning
- Microsoft Office and CRM proficiency
- Performance management
- Cross-functional collaboration
Certification
- Certification in Operations Management
University of Phoenix (online), November 2023
Timeline
Team Supervisor
SP Plus Parking
12.2019 - Current
Customer Service Representative
SP Plus Parking
06.2016 - 12.2019
Server & Trainer
El Rodeo Market
05.2014 - 06.2016
Therapeutic Support Staff Member
The ACES
09.2013 - 05.2014
MBA - Business Administration And Management
University of Phoenix
Bachelor of Science - Business Administration And Management
University of Phoenix