Gabina Villanueva
Merced
Summary
Accomplished Member Services Call Center Supervisor at Central California Alliance For Health, adept in Quality Assurance and Coaching and Mentoring. Elevated customer satisfaction and reduced handle time by implementing strategic call techniques and fostering a culture of continuous improvement and feedback. Recognized for enhancing team performance and efficiency, ensuring compliance, and promoting a diverse and professional work environment. Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and member behavior. Knowledgeable manager and problem-solver with strong record of accomplishment in meeting and exceeding productivity targets.
Overview
15
15
years of professional experience
Work History
Member Services Call Center Supervisor
Central California Alliance For Health
06.2009 - 05.2024
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Developed process controls and metrics for daily management of call center.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to customer service representatives
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Reduced average handle time through the implementation of effective call handling techniques and scripts.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
- Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
- Collaborated with training team to boost product support and certification training initiatives.
- Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
- Developed and implemented customer service policies and procedures.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Designed customized performance evaluations for individual agents to highlight strengths as well as areas for improvement.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Supervised 8- Customer Services Representatives in providing excellent customer service to Members requiring assistance with their Medical Benefits and issues. Merced Office Location.
- Ensured compliance with industry regulations and company policies through regular audits and ongoing agent education.
- Created an inclusive work environment that embraced diversity while maintaining professionalism at all times.
Education
GED -
Merced High School
Merced, CASkills
- Quality Assurance
- Call Monitoring
- Coaching and Mentoring
- Staff Motivation
- Customer service focus
- Training Coordination
- Timekeeping abilities
- Documentation expertise
- Employee Coaching
- Performance Management
- Staffing and scheduling
- Performance Evaluation
Timeline
Member Services Call Center Supervisor
Central California Alliance For Health
06.2009 - 05.2024
GED -
Merced High School
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