Summary
Overview
Work History
Education
Skills
References
Timeline
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Jessica Rosado

Staten Island,NY

Summary

Forward-thinking Call Center Supervisor dedicated to training and mentoring staff to effectively resolve caller inquiries, build loyalty and enhance business revenue. Skilled at training, monitoring and managing exceptional teams handling high-volume calls. Driven and innovative with expertise in developing and implementing training protocols and resources to drive performance and caller satisfaction.

Overview

11
11
years of professional experience

Work History

Call Center Supervisor

E-ZPass NY
Staten Island, NY
05.2021 - Current
  • Supervised daily operations of a call center with up to 100+ staff members
  • Assisted in the hiring, training and scheduling of call center agents
  • Provided guidance, training, coaching and mentoring to call center team members.
  • Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
  • Conducted performance reviews of call center staff and documented results.
  • Resolved escalated customer complaints in a timely manner.
  • Analyzed customer feedback data to identify trends in customer service issues.
  • Coached staff on strategies to enhance performance and improve customer relations.
  • Trained and assisted employees from new hires to different forms of management on call center software and customer services policies and procedures
  • Cultivated internal relationships with employees to ensure optimal service levels, attrition and quality.
  • Analyzed key performance indicators related to staffing, scheduling, and forecasting.
  • Performed regular audits of staff schedules in order to identify areas of improvement or potential problems.
  • Aligned HR policies with federal and local regulations.

Customer Service Team Lead

E-ZPass NY
Staten Island, NY
01.2019 - 05.2021
  • Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks.
  • Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance.
  • Develops strategies to promote team member adherence to company regulations and performance goals.
  • Conducts team meetings to update members on best practices and continuing expectations.
  • Provides quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints.
  • Escalated issues to correct individuals when typical procedures did not achieve resolution.
  • Volunteered to handle complaints and issues for manager during busy time periods.
  • Monitored customer interactions with the team to identify areas of improvement or opportunities for growth.

Medication Technician / Overnight Supervisor

Manor's Residence
Staten Island, NY
01.2016 - 03.2017
  • Ensured that all prescribed medications were taken as ordered by physician.
  • Observed and reported any changes in patient condition or behavior associated with medications.
  • Safely and accurately prepared all medications and sterilized products by using proper techniques, calculations and standards of precautions.
  • Documented information in patient charts and communicated status updates to interdisciplinary care team.
  • Looked for physical, emotional and symptomatic changes in patient condition and obtained necessary care for medical concerns.
  • Supported daily living activities by serving meals, feeding, ambulating and turning over and positioning patients.
  • Maintained safe work and collaboration spaces for night employees.
  • Trained new hires in job duties and safety protocols.
  • Maintained accurate records of payroll, attendance, overtime, and vacation time for employees.

Job Coach

AHRC
Staten Island, NY
04.2013 - 01.2016
  • Traveled to work locations to provide hands-on training, direct supervision and support to participants.
  • Engaged individuals receiving support through coaching, feedback and skills development exercises.
  • Worked with staff to develop, monitor and resolve skills training or vocational issues.
  • Implemented strategies to foster client's abilities, increasing independence across settings.
  • Provided emotional support throughout the entire process of finding suitable employment.
  • Participated in training sessions related to job coaching best practices.
  • Organized mock interviews for clients to practice their interviewing skills.
  • Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
  • Negotiated wages, benefits packages, working hours. with potential employers on behalf of clients.

Education

High School Diploma in Business -

Concord High School At Staten Island

Skills

  • Over 6 years of experience leading call center operations, including hiring, training, and scheduling of employees
  • Expertise in managing large scale customer contact centers, including developing customer service standards, improving call center processes, and designing customer service strategies
  • Experienced in using call center metrics to analyze performance and identify areas for improvement
  • Demonstrated ability to motivate and lead teams of customer service representatives in a fast-paced environment

References

References available upon request.

Timeline

Call Center Supervisor

E-ZPass NY
05.2021 - Current

Customer Service Team Lead

E-ZPass NY
01.2019 - 05.2021

Medication Technician / Overnight Supervisor

Manor's Residence
01.2016 - 03.2017

Job Coach

AHRC
04.2013 - 01.2016

High School Diploma in Business -

Concord High School At Staten Island

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Jessica Rosado