Ivelisse Reynoso
Customer Service Call Center Supervisor
Essex,Maryland
Summary
Experienced in leading and directing call center operations with more than 75 employees. Disciplined manager with 8 years of tolling experience.
Overview
17
17
years of professional experience
Work History
Call Center Supervisor
TransCore
Baltimore , MD
07.2020 - Current
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Established and oversaw performance targets for call center associates.
- Developed quality employees within call center to take over leadership positions.
Call Center Supervisor
Conduent
Baltimore, MD
01.2017 - 06.2020
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Established and oversaw performance targets for call center associates.
- Developed quality employees within call center to take over leadership positions.
Customer Service Representative
Conduent
Baltimore, MD
08.2014 - 12.2016
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Project Administrator
CUI
Baltimore, MD
07.2013 - 07.2014
- Executed on-time, under-budget project management on complex financial issues for senior leadership.
- Delegated assignments based on plans, project needs and knowledge of individual team members.
- Compiled daily field report, detailing all key activities and outlining project progress for stakeholders.
- Handled scheduling of subcontractors and staff to complete projects within required timeframes.
- Optimized productivity by managing employee schedules, payroll operations and inventory transactions.
Project Administrator
AMTEC- Comcast Cable Television
Baltimore, MD
02.2005 - 10.2012
- Handled scheduling of subcontractors and staff to complete projects within required timeframes.
- Collaborated with management and fellow supervisors to organize operations and achieve demanding schedule targets.
- Process New hire applications, Payroll and Employee benefits.
Education
GED -
Essex County College
Newark, NJ 05.2001 -
Skills
Team management
Bilingual Spanish/English
Tolling system
Vector and Integrity
Soft Skills
Customer Service
Microsoft Office
Timeline
Call Center Supervisor
TransCore
07.2020 - Current
Call Center Supervisor
Conduent
01.2017 - 06.2020
Customer Service Representative
Conduent
08.2014 - 12.2016
Project Administrator
CUI
07.2013 - 07.2014
Project Administrator
AMTEC- Comcast Cable Television
02.2005 - 10.2012
GED -
Essex County College
05.2001 -