Johnnie Alejo
Contact Center Supervisor
Corona,CA
Summary
Professional with substantial experience in contact center operations, poised to drive team performance and enhance customer satisfaction. Expertise in managing teams, optimizing workflows, and implementing strategic initiatives to improve efficiency. Strong focus on collaboration and adaptability, ensuring reliable support and flexibility in dynamic environments. Skilled in conflict resolution, performance monitoring, and process improvement to consistently achieve targets and elevate service standards.
Overview
21
21
years of professional experience
Work History
Contact Center Supervisor, Consumer Lending
SchoolsFirst Federal Credit Union
08.2021 - Current
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Directed, guided, coached and mentored team of up to 20 agents and surpassed individual and department goals.
- Coached and lead team to build consultative skills to assist Members through their lending process. Focusing on service first and providing an exceptional lending experience.
- Conducted regular performance evaluations, identifying areas of improvement and implementing corrective action plans for underperforming agents.
- Played an instrumental role in creating standard operating procedures that optimized contact center workflows.
- Conducted regular performance evaluations, identifying areas of improvements and implementing corrective action plans for underperforming agents.
- Reduced average handling time with effective coaching and feedback sessions for agents.
- Collaborated with departmental supervisors to deliver training material and presentations to build service delivery skills and knowledge to handle complex customer issues and improve the overall customer experience.
- Fostered robust relationships with leaders across departments, driving collective efforts toward common goals.
Quality Assurance Analyst
SchoolsFirst Federal Credit Union
03.2010 - 08.2015
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project integration, and teamwork.
- Acted as a liaison between the QA team and other teams such as Learning & Development, ensuring effective communication throughout all calls and products.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Mentored and coached tea members across department of over 100 agents on QA topics and strategies.
Call Center Supervisor, General
SchoolsFirst Federal Credit Union
02.2004 - 03.2010
- Developed training programs to enhance agent skill sets, leading to improved performance metrics across the board.
- Developed process controls and metrics for daily management of call center.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Managed team up to 25 team members and enhanced team performance with consistent coaching, feedback, and development opportunities.
Education
Bachelor of Arts - Finance
California State University, Fullerton
Fullerton, CA 05.2001 -
Skills
Workforce management
Call monitoring
Compliance
Strong leadership
Employee engagement
Training coordination
Employee motivation
Coaching and mentoring
Training management
Teamwork and collaboration
Adaptability and flexibility
Performance management
Timeline
Contact Center Supervisor, Consumer Lending
SchoolsFirst Federal Credit Union
08.2021 - Current
Quality Assurance Analyst
SchoolsFirst Federal Credit Union
03.2010 - 08.2015
Call Center Supervisor, General
SchoolsFirst Federal Credit Union
02.2004 - 03.2010
Bachelor of Arts - Finance
California State University, Fullerton
05.2001 -
Similar Profiles
CARLOS CAMPUZANOCARLOS CAMPUZANO
Branch Manager at SchoolsFirst Federal Credit UnionBranch Manager at SchoolsFirst Federal Credit Union
Susan ArizabalSusan Arizabal
Learning Support Representative at SchoolsFirst Federal Credit UnionLearning Support Representative at SchoolsFirst Federal Credit Union
Adrian ZavalaAdrian Zavala
Retirement Plan Administrator at SchoolsFirst Federal Credit UnionRetirement Plan Administrator at SchoolsFirst Federal Credit Union