Gena Rios

Humble,TX

Summary

Experienced professional with a background in customer success, specializing in queue management and improving ticket metrics. Demonstrated ability to maintain SLA standards, ensuring high levels of customer satisfaction and efficient problem resolution. Proven track record of fostering team collaboration and enhancing customer service delivery. Seeking a supervisory position to leverage skills and drive continued success in a dynamic environment.

Overview

years of professional experience

Work History

Operations Supervisor

Teleperformance USA

01.2025 - Current

Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
Conducted regular performance evaluations for direct reports, observation forms, coaching and monitoring of 23 agents, identifying areas for improvement and setting development goals accordingly.
Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
Reduced employee turnover by fostering a positive work environment and addressing employee concerns promptly.
Implemented quality control systems to reduce errors, resulting in increased customer satisfaction rates.
Conducted performance evaluations, providing constructive feedback and identifying areas for improvement.
Kept high average of performance evaluations.

Product Specialist

Intuit TurboTax

12.2023 - Current

Deliver remote customer support, assisting users with tax-related inquiries and technical issues, ensuring high levels of customer satisfaction through effective communication and problem-solving skills.
Address customer concerns, providing clear explanations and step-by-step guidance to facilitate understanding and successful software utilization.
Collaborate with team members using online collaboration tools to share insights and strategies for resolving complex customer issues efficiently.
Remote

Supervisor/Department Manager

Walmart

01.2019 - 03.2021

Directed a diverse team, consisting of 10-15 employees, to complete daily operations, ensuring efficiency and adherence to company guidelines.
Conducted financial audits and managed cash flow using specialized equipment, maintaining precise accounting records.
Enhanced customer service protocols, leading to improved satisfaction levels.

General Laborer

HEB

Delivered high-quality customer service across various departments, ensuring a positive shopping experience.
Managed food preparation and inventory control, effectively balancing stock levels and product freshness.
Upheld strict cleanliness and organization protocols to maintain hygiene and safety in all assigned areas.

Education

Ultra Sound, General

Academy of Health Care Professions

Houston, Texas

05.2015

Skills

Communication Skills: Ability to Effectively Communicate Through Various Channels Including Email, Instant Messaging, and Video Conferencing
Time Management: Proficiency in Managing Tasks and Deadlines Independently, Both in-Store and Remotely
Remote Collaboration: Experience Working Collaboratively With Team Members Using Online Collaboration Tools Such as Google Workspace, Microsoft Teams, or Slack
Tech Savvy: Comfortable With Using Various Software and Tools, such as Amazon Workspace, Salesforce, & Island browsers/application, Required for Remote Work, Such as Project Management Software, File Sharing Platforms, and Virtual Meeting Software Knowledge of Sherlock, Qlik, Bms/TOPS, & Amazon Connects

Problem-Solving: Ability to Troubleshoot Technical Issues Independently and Find Solutions Efficiently, by using Teams to effectively resolve agent tech issues, collaborating with Slack tech channels, and Service Now
Adaptability: Flexibility to Adapt to Changing Work Environments and Remote Work Setups
Organization: Strong Organizational Skills to Keep Track of Tasks, Documents, and Communication Channels in a Virtual Work Environment
Self-Motivation: Ability to Stay Focused and Productive While Working Independently From Home

Timeline