Georgina Diaz Castro
Tampa,FL
Summary
Experienced Call Center Supervisor bringing 6 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Financial Advisor
Ultimate Medical Academy Online Operations
09.2023 - Current
- Informed clients of strategies for reducing debt and maximizing savings.
- Identified opportunities for business growth by networking, attending industry events, and generating referrals from satisfied clients.
- Negotiated favorable terms on behalf of clients when coordinating lending solutions such as personal loans.
- Utilized advanced CRM tools to track client interactions efficiently while maintaining detailed records of their individual goals, preferences, and concerns.
- Empowered students through counseling and skill-building exercises.
- Monitored and updated financial plans to comply with client goals.
- Educated clients on potential risks and rewards associated with various investments.
Customer Service Supervisor
Imagenet LLC
10.2018 - 08.2023
- Monitor and coach reps to ensure that they are meeting quality scores
- Handle escalated interactions, complaints, from providers and customers as necessary
- Serve as main point of contact between client and reps
- Trainer for CSR and Team Leads
- Update SharePoint Dashboard (Excel Doc)
- Handle Bulk checks complaints
- Handle escalated Claims
- Onboard New Hires
- Call center script writer for client.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Ensured compliance with company policies and procedures through regular monitoring and reinforcement of best practices.
- Developed compelling presentation decks to gain approval for ideas and communicate results.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Completed bi-weekly payroll for 45 employees.
Call Center Customer Service Representative
ISAMANET
10.2015 - 12.2017
- Enroll students in college
- Help students choose between online or campus classes.
Call Center Representative/ Team Lead
Contact Center Solutions
06.2013 - 12.2015
- Customer Service for online purchases
- Manage Queue
- Sales Retention
- Credit card Retention
- CSR.
Education
Associate in Call Center customer service -
CENAPEC
03.2014
High school or equivalent in high school -
American Senior High School
Miami, FL07.2012
Skills
- Contract Management
- Sales Program Coordination
- Team Leadership
- Managing Operations and Efficiency
- Performance Evaluations
- Negotiation and Conflict Resolution
- Project Management
Awards And Acknowledgements
Associate in Call Center customer service
Languages
Spanish
Native or Bilingual
Certification
- CNP - Certified Notary Public
Timeline
Financial Advisor
Ultimate Medical Academy Online Operations
09.2023 - Current
Customer Service Supervisor
Imagenet LLC
10.2018 - 08.2023
Call Center Customer Service Representative
ISAMANET
10.2015 - 12.2017
Call Center Representative/ Team Lead
Contact Center Solutions
06.2013 - 12.2015
Associate in Call Center customer service -
CENAPEC
High school or equivalent in high school -
American Senior High School
Similar Profiles
Shaquanna BoulwareShaquanna Boulware
Business Development Advisor at Ultimate Medical Academy Online OperationsBusiness Development Advisor at Ultimate Medical Academy Online Operations
Elijah SmallsElijah Smalls
Student Finance Advisor at Ultimate Medical Academy Online OperationsStudent Finance Advisor at Ultimate Medical Academy Online Operations
Bre Anna WarnellBre Anna Warnell
Student Advisor at Ultimate Medical Academy Online OperationsStudent Advisor at Ultimate Medical Academy Online Operations
Jamerichia CapersJamerichia Capers
Medical Assistant at Ultimate Medical Academy Online OperationsMedical Assistant at Ultimate Medical Academy Online Operations
Dylan WhitneyDylan Whitney
Lead Landscaper at Sweet William Garden & DesignLead Landscaper at Sweet William Garden & Design