Gabriela Almanza
Lead Internet/Voice
El Paso,TX
Summary
Motivated and disciplined team player with solid background of success in call center environments. Successful at satisfying customers while maintaining strict productivity and accuracy standards. Known for excellent collaboration and leadership skills.
Overview
8
8
years of professional experience
1
1
Language
Work History
Lead Internet/Voice
Charter Communications, Spectrum
07.2022 - Current
- Assisting promptly with agent inquiries through the VDN line.
- Taking escalated/supervisor calls.
- Assisting with resolving ECAF escalations.
- Work with UCM tickets for resolution.
- Create process step-by-step guides for agents.
- Help as In-Class and Bridge lead multiple times.
- Help with team topics Corner Lead presentation.
- Hosted team topics when needed.
- Listening and grading agent-customer interactions when needed
- Worked individually with agents who faced difficulties with Spanish, and successfully helped them improve their language skills, resulting in better agent retention.
- Collaborated with current supervisor to develop effective strategies for improving positive interactions on escalated calls, and to build a positive relationship and gain the trust of our agents who call the VDN, by adopting a patient and respectful approach.
- Been able to contribute significantly to the success of my fellow leaders by sharing my best practices with them.
Rep 1, Cust Svc Video Repair
Charter Communications, Spectrum
02.2021 - 07.2022
- Responded to customer questions via telephone regarding Cable TV issues.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Understood each customer issues and properly addressing it, using the right tools.
- Researched relevant resources to assist customers, identified customer needs and troubleshot next steps to provide optimal support.
- Participated as progress partner numerous times.
Manufacturing Production Associate Level IV
Dish Network Corp
11.2015 - 12.2020
- Inspected final products to assess compliance with quality standards and established tolerances.
- Documented production information via daily system logs and discussed issues with management.
- Made sure that products were produced on time and are of good quality.
- Weighed and measured items to prevent waste and meet quality standards.
- Followed safety protocols and utilized OSHA-approved PPE to foster safe working environment.
- Assembled products to meet production requirements and daily established quotas.
- Collaborated with team members to meet production deadlines.
- Participated in 5S Kaizen events
Education
Bachelor's - Industrial And Organizational Psychology
Purdue University
West Lafayette, IN 05.2001 -
Associate of Applied Science - Medical Insurance Billing And Coding
Vista College
Richardson, TX 05.2001 -
Skills
Product Knowledge
Inbound and Outbound Calls
Continuous Improvement
Staff Monitoring
Employee Retention
Skill Development
Regulatory Compliance
Production Goal Setting
Issue Resolution
Customer Service
De-Escalation Techniques
Order Processing
Product Education
Translation and Interpretation Services
Microsoft Office
Problem Resolution
Customer Retention Strategies
Understanding Customer Needs
Cross-Functional Collaboration
Call Metrics
Work Prioritization
Teamwork and Collaboration
Complaint Investigation
MS Office
Customer Relations
Customer Data Confidentiality
Calm and Professional Under Pressure
Coaching
Timeline
Lead Internet/Voice
Charter Communications, Spectrum
07.2022 - Current
Rep 1, Cust Svc Video Repair
Charter Communications, Spectrum
02.2021 - 07.2022
Manufacturing Production Associate Level IV
Dish Network Corp
11.2015 - 12.2020
Bachelor's - Industrial And Organizational Psychology
Purdue University
05.2001 -
Associate of Applied Science - Medical Insurance Billing And Coding
Vista College
05.2001 -