Iberty Andujar
El Paso
Summary
Results-oriented bilingual operations leader with experience supervising teams of up to 20 customer service professionals. Proven ability to manage operational metrics, coordinate cross-functional efforts, achieving performance targets and improving customer satisfaction. Seeking leverage leadership, program coordination, and operational management expertise in a Program Manager role.
Overview
28
28
years of professional experience
Work History
Bilingual Call Center Supervisor
TLCx / Franklin Madison Insurance
07.2024 - Current
- Lead employee development efforts through coaching, mentoring, and succession planning, fostering a culture of accountability and continuous improvement.
- Manage workforce planning, scheduling, and performance monitoring, to optimize operational efficiency and productivity.
- Analyze key performance indicators (KPIs), including quality scores, attendance, and productivity, to identify trends and drive continuous improvement.
- Collaborate with cross-functional departments including Operations, Quality Assurance, and Training, to execute organizational initiatives and improve business outcomes.
- Resolve complex customer escalations and operational issues while maintaining compliance with company policies and client requirements.
- Demonstrate strong leadership and cross-functional collaboration skills applicable to Program Management roles.
Customer Service Representative
TLCx / Wells Fargo
03.2024 - 07.2024
- Facilitated communication by transferring calls and providing informed responses regarding financial offerings with professionalism and empathy.
- Provided excellent customer service experience while adhering to work guidelines, policies, and regulations and navigating multiple computer systems.
- Provided excellent customer service experience while adhering to work guidelines, policies, and regulations and navigating multiple computer systems.
Member Experience Agent
TLCx / Nations Benefits
12.2023 - 02.2024
- Guided members through health savings account inquiries in English and Spanish, maintaining professionalism and a welcoming attitude throughout interactions.
- Assisted members in placing online orders for medical needs with a prepaid HSA card, shipment of catalogs, replacement cards, reimbursements, and the replacement of damaged items. Resolved 39+ customer complaints and inquiries per day.
Bilingual Accounts Receivable Representative
American Paving Contractors
12.2001 - 02.2004
- Managed administrative functions and data entry operations and engaged with clients to provide updates on account status.
- Oversaw the preparation of invoices and ensured accuracy.
- Formulated daily and weekly reports and provided senior management with timely information.
- Provided support to the Accounts Payable and Payroll departments, ensuring integrity and accuracy.
Administrative Assistant & Educational Coordinator
Hispanic Business Initiative Fund Of Greater Orlando
06.1999 - 11.2001
- Managed daily office operations and assisted in scheduling meetings and coordinating events for stakeholders.
- Collaborated with team members to enhance program outreach and effectiveness.
- Organized and coordinated educational meetings for potential small business owners.
Reservation Sales Agent
Walt Disney World Company
04.1999 - 12.1999
- Received and confirmed hotel and restaurant reservations over the phone providing friendly and detailed service.
- Attained highest production and customer satisfaction ratings through exceptional customer service delivery.
Customer Service Representative
Matrixx Marketing Inc. / AT&T
07.1998 - 02.1999
- Resolved customer inquiries related to billing and service plans while delivering exceptional service in a high-volume call environment.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Coaching Skills For Leaders And Managers -
Certificate
06-2026
Central Reservations & Dining Training -
Certificate
Diploma in Business Studies -
Profesional Isabel H. De Obaldia
Panama, Rep Of PanamaSkills
- Team Leadership
- Staff Training & Development
- Performance coaching & Process improvement
- Friendly, positive attitude
- KPI / SLA Performance Management
- Cross-Functional collaboration
- Escalation and conflict resolution
- Dependable and responsible
Accomplishments
- Supervise and develop a team of up to 20 customer service representatives in a high-volume contact center environment, ensuring achievement of service level agreements (SLAs), quality standards, and customer satisfaction goals.
- Consistently maintain team After Call Work (ACW) below 20 seconds and Average Handle Time (AHT) under 6 minutes while meeting quality and customer satisfaction goals.
Timeline
Bilingual Call Center Supervisor
TLCx / Franklin Madison Insurance
07.2024 - Current
Customer Service Representative
TLCx / Wells Fargo
03.2024 - 07.2024
Member Experience Agent
TLCx / Nations Benefits
12.2023 - 02.2024
Bilingual Accounts Receivable Representative
American Paving Contractors
12.2001 - 02.2004
Administrative Assistant & Educational Coordinator
Hispanic Business Initiative Fund Of Greater Orlando
06.1999 - 11.2001
Reservation Sales Agent
Walt Disney World Company
04.1999 - 12.1999
Customer Service Representative
Matrixx Marketing Inc. / AT&T
07.1998 - 02.1999
Coaching Skills For Leaders And Managers -
Certificate
Central Reservations & Dining Training -
Certificate
Diploma in Business Studies -
Profesional Isabel H. De Obaldia