Hi, I’m
Geniva Ybarra Rojas
Arlington,TX
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Summary
Results-oriented Customer Service Team Lead with a proven track record of driving exceptional team performance and delivering high-quality service in fast-paced environments. Adept at leading and motivating cross-functional teams to exceed customer satisfaction goals while optimizing operational processes. Skilled in employee development, process improvement, and fostering a positive and collaborative team culture. Recognized for outstanding interpersonal and communication skills, ensuring seamless coordination between team members and departments. Skills & Software Multitasking Adaptability Training and Development Performance Management Customer Retention Empathy Analytical Skills Attention to Detail Quality Assurance KPI Monitoring Data Analysis Collaboration Organizational Skills Proactive Problem Identification Goal Setting and Achievement Process Improvement Strategic Thinking Zendesk Budgeting Salesforce Vendor Management Intercom Multicultural Sensitivity Automatic Phone dialer Creative Problem Solving Employee Engagement
Overview
8
years of professional experience
Work History
Santander Consumer USA
Customer Service Team Lead
03.2022 - 12.2023
Job overview
- Analyzed customer feedback and service metrics to identify trends and implement changes that improved cadency and service quality
- Designed and delivered training programs for new hires, focusing on product knowledge, communication skills, and problem-solving techniques
- Monitored key performance indicators (KPIs) such as average handle time 5 min , first-call resolution 85% or higher , and customer satisfaction scores
- Prepared and presented regular reports to senior management, highlighting team achievements, areas for improvement, and action plans.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Responded to customer inquiries and provided accurate information about products and services via live chat
- Assisted department with email-based and phone support when call center was busy or short-staffed
ADT LLC Commercial
Customer Care Team Lead
11.2017 - 03.2022
Job overview
- Led a team of customer care specialists to consistently achieve and exceed performance targets, resulting in a high improvement in overall customer satisfaction
- Monitored team interactions with customers to ensure adherence to ADT Corp's service standards and policies
- Analyzed customer feedback and service metrics to identify trends and implemented changes to enhance service quality
- Implemented strategies to enhance overall customer experience, resulting in increased customer loyalty and positive brand perception.
- Assisted call-in customers with questions and orders.
- Logged call information and solutions provided into internal database
Parkland Hospital / Patient Transporter
Patient Transporter
04.2018 - 01.2019
Job overview
- Adhered to hospital policies, procedures, and infection-control protocols to maintain a safe and sterile-environment for patients
- Demonstrated empathy and compassion when-interacting with patients, recognizing the potentialanxiety or discomfort associated with transportation
- Maintained open lines of communication with nursingsta to receive patient assignments, updates on patientconditions, and any special requirements for transport
- Transported patients to testing and treatment units, operating rooms and other areas using moveable beds, wheelchairs, and stretchers
- Monitored patient progress to detect changes or unusual behavior and update medical personnel
Monitronics International Inc
Retention Specialist
08.2015 - 05.2016
Job overview
- Developed and maintained strong relationships with customers, addressing concerns, and e ectively communicating the value of Monitronics' services
- Addressed customer concerns and issues promptly, demonstrating a commitment to resolving problems and ensuring customer satisfaction
- Built and maintained positive relationships with customers through regular communication, ensuring they felt valued and understood.
- Adhered to appropriate legal scripting when required
- Educated customers about billing, payment processing and support policies and procedures
Education
Grand Prairie High SchoolGrand Prairie, TX
High School Diploma
07.2008
Skills
- Multitasking
- Training and Development Customer Retention Analytical Skills
- Quality Assurance
- Data Analysis
- Organizational Skills
- Goal Setting and Achievement Strategic Thinking
- Budgeting
- Vendor Management Multicultural Sensitivity Creative Problem Solving
- Adaptability Performance Management Empathy Attention to Detail
- KPI Monitoring Collaboration Proactive Problem Identification Process Improvement Zendesk Salesforce
- Intercom Automatic Phone dialer Employee Engagement
- De-Escalation Techniques
- Data Accuracy
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Team Lead
Santander Consumer USA
03.2022 - 12.2023
Patient Transporter
Parkland Hospital / Patient Transporter
04.2018 - 01.2019
Customer Care Team Lead
ADT LLC Commercial
11.2017 - 03.2022
Retention Specialist
Monitronics International Inc
08.2015 - 05.2016
Grand Prairie High School
High School Diploma
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