Katiria Alonzo
Whittier,CA
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Call Center Manager
Glidewell Laboratories
Irvine, CA
08.2008 - Current
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Analyzed customer feedback to identify improvement opportunities and develop action plans.
- Led weekly team meetings to review performance, set targets and motivate staff.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Developed quality employees within call center to take over leadership positions.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Education
Associate of Science - Health Administration
Cypress College
Cypress, CA06.2005
Skills
- 7 years of Leadership Experience
- Mentor and Employee Coaching
- Multi tasker
- Excellent Verbal Communication Skills
- Active Listener
- Problem Solver
- Organizational Development
- Remote Assistance
- KPI Tracking
- Team Goals
- Call Volume Analysis
Certification
LEAD Program Certification: 9 month program that teaches leaders to coach and lead a team efficiently to get the most positive results out of your employee.
Languages
Spanish
Native or Bilingual
Timeline
Call Center Manager
Glidewell Laboratories
08.2008 - Current
Associate of Science - Health Administration
Cypress College