Gabriela Almanza
El Paso,TX
Summary
Quality-focused team leader and call center professional fluent in Spanish. Committed to addressing customer and representative needs while enhancing team performance through clear goals and roles. Skilled communicator and problem solver dedicated to fostering a collaborative and empowering work culture.
Overview
9
9
years of professional experience
Work History
Lead Internet/Voice
Charter Communications, Spectrum
El Paso, USA
07.2022 - Current
- Assisted agents promptly through the Agent Assist Line, addressing inquiries and providing support.
- Managed ECAF submissions and resolved escalated supervisor calls efficiently.
- Recognized multiple times with Silver and Bronze Keys to Success awards for outstanding performance.
- Delivered constructive feedback to improve project time management within the leadership department.
- Participated in Lead Desk Side Support classes and contributed to the launch of the Wave 3 group.
- Created detailed step-by-step process guides for agents, serving as both In-Class and Bridge lead.
- Hosted team meetings, delivering visual presentations on various topics to enhance team collaboration.
- Provided one-on-one support to agents struggling with Spanish, resulting in improved language skills and increased retention.
- Collaborated with supervisors to develop strategies for enhancing positive interactions during escalated calls, focusing on building trust and maintaining a professional demeanor.
- Shared effective strategies and best practices with colleagues in leadership roles to contribute to overall team success.
Rep 1, Cust Svc Video Repair
Charter Communications, Spectrum
El Paso, USA
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
- 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
El Paso, USA
11.2015 - 12.2020
- Participated in 5S Kaizen events
- Collaborated with team members to meet production deadlines and trained new production staff members on safe and efficient production procedures and proper machine operations
- Organized and prepared workstations and materials needed for operations to maximize productivity and collaborated with other departments to optimize production workflows
- Completed production plans by scheduling and assigning personnel to daily tasks and prepared reports and technical documentation of day-to-day production processes
Education
Bachelor's - Industrial And Organizational Psychology
Guild Program - Purdue University
West Lafayette, IN07-2025
Associate of Applied Science - Medical Insurance Billing And Coding
Vista College
Richardson, TX10.2019
Skills
- Continuous Improvement
- Employee Retention
- Skill Development
- Communication
- De-Escalation Techniques
- Complaint Investigation
- Analytical Skills
- Calm and Professional Under Pressure
- Coaching
- Thought leadership
- Organize time effectively
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
Guild Program - Purdue University
Associate of Applied Science - Medical Insurance Billing And Coding
Vista College
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