Summary
Overview
Work History
Education
Skills
Accomplishments
Personal Information
Languages
Timeline
Generic

JESSICA SANCHEZ

Austin,TX

Summary

With over 12 years of work experience, eager to leverage proven knowledge of conflict resolution, customer communications, and customer satisfaction skills to excel in the Customer Services Representative role at your company. Frequently praised by peers for being hard-working and reliable, making a dependable asset in helping the company achieve its goals. Skilled call center professional with a track record of driving team performance and delivering results, excels in fostering strong team collaboration, adapting to changing needs, and ensuring customer satisfaction. Adept at managing high-volume environments, resolving complex issues, and implementing effective strategies that consistently lead to success in call center team leadership roles. Experience motivating staff to achieve high performance and customer satisfaction while utilizing strategic planning to optimize workflow and address challenges effectively. Strong background in managing call center operations and enhancing team performance has allowed successful leadership initiatives to improve customer satisfaction and streamline processes, demonstrating leadership and problem-solving skills even in high-pressure environments.

Overview

17
17
years of professional experience

Work History

CALL CENTER SUPERVISOR

TTEC
01.2021 - Current
  • Teaching others how to do something and assessing how well one is doing when learning or doing something
  • Persuading others to approach things differently
  • Identifying the nature of problems, implementing solutions, observing and evaluating the outcomes of a problem solution to identify lessons learned or redirect efforts
  • Thinking critically using logic and analysis to identify the strengths and weaknesses of different approaches
  • Bringing others together and trying to reconcile differences including being aware of others' reactions and understanding why they react the way they do
  • Providing guidance and direction to subordinates, including setting performance standards and monitoring subordinates
  • Motivating, developing, and directing people as they work, identifying the best people for the job
  • Conducting or carrying out work procedures and activities through subordinates
  • Actively looking for ways to help people and establishing and maintaining effective working relationships
  • Interviewing and questioning to solicit required information
  • Coordinating activities by adjusting actions in relation to others' actions
  • Fluently communicating verbally in English/Spanish
  • Performing complex operations in Microsoft Office Suite
  • Using mathematics to solve problems
  • Communicating information and ideas in speaking and writing so others will understand
  • Listening to what other people are saying and asking questions as appropriate
  • Scheduling people to meet the responsibilities of the work unit

CALL CENTER TEAM LEAD

Faneuil
09.2020 - 01.2021
  • Manage a team and providing support
  • Define team and individual performance goals and maintain a culture of development to support continued learning and growth opportunities for the team
  • Partner with supervisor as well as other leadership to share scheduling best practices across businesses and regions
  • Lead strategy for interview coordination across multiple lines of business to ensure seamless partnership
  • Experiment with new tools, processes, and best practices to improve scheduling operations and candidate experience;
  • Prioritize the roadmap for projects and regularly communicate project updates with key stakeholders
  • Own metrics and reporting for scheduling cycle times and candidate experience

CALL CENTER REPRESENTATIVE

Arise
01.2019 - 09.2020
  • Confer with customers by telephone to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
  • Check to ensure that appropriate changes were made to resolve customers' problems
  • Determine charges for services requested, collect deposits or payments, or arrange for billing
  • Refer unresolved customer grievances to designated departments for further investigation
  • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
  • Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods
  • Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills
  • Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers
  • Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems

CALL CENTER

TexTag Costumer Center
01.2017 - 01.2018
  • Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
  • Check to ensure that appropriate changes were made to resolve customers' problems
  • Determine charges for services requested, collect deposits or payments, or arrange for billing
  • Refer unresolved customer grievances to designated departments for further investigation
  • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills

UNIT CLERK- PCT II

St David's Medical Center
03.2008 - 10.2017
  • Record patients' medical history, vital statistics, or information such as test results in medical records
  • Prepare treatment rooms for patient examinations, keeping the rooms neat and clean
  • Interview patients to obtain medical information and measure their vital signs, weight, and height
  • Show patients to examination rooms and prepare them for the physician
  • Explain treatment procedures, medications, diets, or physicians' instructions to patients
  • Help physicians examine and treat patients, handing them instruments or materials or performing such tasks as giving injections or removing sutures
  • Collect blood, tissue, or other laboratory specimens, log the specimens, and prepare them for testing
  • Contact medical facilities or departments to schedule patients for tests or admission
  • Perform routine laboratory tests and sample analyses
  • Operate x-ray, electrocardiogram (EKG), or other equipment to administer routine diagnostic tests
  • Perform general office duties, such as answering telephones, taking dictation, or completing insurance forms
  • Greet and log in patients arriving at office or clinic
  • Schedule appointments for patients
  • Inventory and order medical, lab, or office supplies or equipment
  • Keep financial records or perform other bookkeeping duties, such as handling credit or collections or mailing monthly statements to patients

Education

Associate of Science - Applied Psychology

AUSTIN COMMUNITY COLLEGE
Austin, TX

Skills

  • Bilingual- Spanish
  • Reading- Spanish
  • Writing- Spanish
  • Call monitoring
  • Quality assurance
  • Coaching and mentoring
  • Staff motivation
  • Document management
  • Employee motivation

Accomplishments

  • Achieved metric goals through effectively helping with supporting and encouraging my team and monitoring stats daily.
  • Supervised team of 27staff members.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Personal Information

Title: Customer Services Supervisor

Languages

Spanish
Native or Bilingual

Timeline

CALL CENTER SUPERVISOR

TTEC
01.2021 - Current

CALL CENTER TEAM LEAD

Faneuil
09.2020 - 01.2021

CALL CENTER REPRESENTATIVE

Arise
01.2019 - 09.2020

CALL CENTER

TexTag Costumer Center
01.2017 - 01.2018

UNIT CLERK- PCT II

St David's Medical Center
03.2008 - 10.2017

Associate of Science - Applied Psychology

AUSTIN COMMUNITY COLLEGE

Similar Profiles

CREATE PROFILE
JESSICA SANCHEZ