Summary
Overview
Work History
Education
Skills
Timeline
Generic

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

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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 -

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Ivelisse ReynosoCustomer Service Call Center Supervisor