Judith Urbina
Lehigh Acres,FL
Summary
Dynamic customer service manager with a strong track record in quality analysis and complaint resolution at Elite DNA and Alta Resources. Proficient in Microsoft Excel and project management, demonstrating effective time management skills that enhance operational efficiency. Achievements include significantly boosting customer satisfaction through targeted initiatives and maintaining strict client confidentiality. Aiming to leverage expertise to drive further improvements in service excellence.
Overview
8
8
years of professional experience
Work History
Call Center Manager
Elite DNA
Fort Myers, FL
10.2024 - Current
- Handled serious customer grievances effectively, ensuring sustained positive interactions with clients.
- Organized team efforts by defining goals and determining task importance.
- Developed and established processes for managing customer inquiries and complaints.
- Documented particulars on incoming calls with focus on duration, inquiry or complaint type, along with action steps for resolving issues.
- Dealt with escalated issues in a timely and professional manner.
Quality Analyst
Alta Resources
Fort Myers, FL
06.2017 - 10.2024
- Managed time efficiently across multiple tasks.
- Maintained high standards of efficiency and accuracy in data entry tasks.
- Adeptly handled tasks using Microsoft Excel, Outlook, Word, and PowerPoint.
- Optimized job performance by adhering to corporate standards.
- Efficiently grasping sophisticated programs.
- Assessed call quality following established company criteria.
- Reviewed calls made by front-line agents to detect inaccuracies.
- Facilitated targeted assistance through personalized coaching for underperforming agents.
- Organized and conducted meetings.
Education
High School Diploma -
South Fort Myers High School
Fort Myers, FL01-2012
Skills
- Certified CARE Coach
- Microsoft Excel, PowerPoint, and Word
- Time management
- Work planning and prioritization
- Client Confidentiality
- Project Management
- Data Entry
- Documentation of case files
- Quality Monitoring
- Notary Public
- Escalation handling
- Complaint resolution
Timeline
Call Center Manager
Elite DNA
10.2024 - Current
Quality Analyst
Alta Resources
06.2017 - 10.2024
High School Diploma -
South Fort Myers High School
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