Gizelle Olivares
El Paso,TX
Summary
Accomplished professional with several years of experience guiding and developing employees. Proven leader with strong background supervising daily activities and leading teams to meet operational goals. Stellar problem solver with excellent judgment and professional attitude.
Overview
7
7
years of professional experience
Work History
Contact Center Team Manager
Alorica - Bank of America
El Paso, TX
08.2023 - 10.2024
- Monitored team performance closely.
- Ensured adherence to company policies, procedures, regulations and laws while maintaining an ethical workplace culture.
- Conducted regular meetings with staff to discuss progress on projects, provide updates on changes in policy or procedure, and address any issues that need to be addressed.
- Provided guidance, coaching and mentoring to individual team members as needed to help them reach their full potential.
Contact Center Trainer
Alorica - Bank of America
El Paso, TX
04.2022 - 08.2023
- Developed and implemented comprehensive training materials for new contact center agents.
- Designed and delivered virtual classroom training modules for customer service representatives.
- Conducted regular reviews of call recordings to assess agent performance levels.
- Helped start new projects in other cities and train their new training staff.
Contact Center Representative
Alorica - Bank of America
El Paso, TX
01.2021 - 04.2022
- Monitored incoming calls, emails and chats for quality assurance purposes.
- Handled escalated calls from other representatives in a timely fashion.
- Assisted customers with order placement and payment processing.
Office Manager
State Farm, Agent Miguel Zepeda
El Paso, TX
12.2017 - 11.2018
- Maintained filing system for records, correspondence and other documents.
- Coordinated meetings, conferences, answered phone calls, responded to emails, routed mail and coordinated courier services.
- Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
Office Assistant
State Farm, Agent Mike Rubio
El Paso, TX
10.2017 - 12.2017
- Greeted visitors, determined their needs and directed them to the appropriate personnel.
- Provided administrative support to staff members, including copying and scanning documents, filing paperwork, and ordering supplies.
- Provided customer service support for incoming calls and emails.
Education
High School Diploma -
Parkland High School
El Paso, TX06-2019
Skills
- Professional telephone demeanor
- Staff education and training
- Cross-functional team management
- Administering payroll
- Account closings
- Assessing fraud potential
- Promoting products
- Typing speed of 60 wpm
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Contact Center Team Manager
Alorica - Bank of America
08.2023 - 10.2024
Contact Center Trainer
Alorica - Bank of America
04.2022 - 08.2023
Contact Center Representative
Alorica - Bank of America
01.2021 - 04.2022
Office Manager
State Farm, Agent Miguel Zepeda
12.2017 - 11.2018
Office Assistant
State Farm, Agent Mike Rubio
10.2017 - 12.2017
High School Diploma -
Parkland High School
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