Julie Trejo
San Antonio
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
13
13
years of professional experience
Work History
Customer Service Supervisor
Alorica
San Antonio
11.2013 - Current
- Supervised customer service team to ensure high-quality support standards.
- Trained new employees on company policies and customer service procedures.
- Resolved escalated customer issues through effective communication and problem-solving.
- Monitored call center metrics to pinpoint specific areas needing enhancement in service quality.
- Provided feedback to management on team performance and operational challenges.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Investigated sensitive customer service complaints, ensuring prompt resolutions that met customer satisfaction.
- Compiled daily, weekly, and monthly reports on customer service activities to track performance trends.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Monitored phone calls to promote better service and provide feedback.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Assessed team member performances by delivering one-on-one coaching to promote better service.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Guided employees in handling difficult or complex problems.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
Education
Theodore Roosevelt High School
San Antonio, TXSkills
- Customer service
- Time management
- Complaint resolution
- One call resolution
- Call flow maximization
- Performance monitoring
- Performance evaluation
- Performance indicators
- Team leadership
- Leading team meetings
- Employee training
- Coaching and mentoring
- Conflict resolution
- Effective communication
- Active listening
- Relationship building
- Problem solving
- Time management
- Adaptability and flexibility
- Empathy and patience
- Policy enforcement
- Research and due diligence
- QA
- Problem-solving
- QA
Timeline
Customer Service Supervisor
Alorica
11.2013 - Current
Theodore Roosevelt High School