Linda Lugo
Call Center / Customer Service Supervisor
Tampa,USA
Summary
Professional with robust experience in customer service leadership, excelling in team collaboration and achieving results. Adept at managing high-pressure environments, resolving conflicts, and ensuring customer satisfaction. Skilled in coaching staff, optimizing call center operations, and adapting to changing needs. Reliable and focused on driving performance and operational excellence.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
PrudentRx
03.2024 - 08.2025
- Maintained the daily operations of a call center team, ensuring Member Enrollment Coordinators (MECs) met performance goals and provided excellent customer service.
- Supervised, motivated, coached a team of 10-15 MECs and fostered a positive and productive work environment.
- Trained MECs on how to exceed KPIs such as Average Handle Time, Adherence, Survey Results and Quality Evaluations.
- Assisted in escalated member inquiries and complex issues, ensuring timely and appropriate resolutions.
- Identified areas for improvement in call center workflows and processes, collaborating with other teams to implement changes.
- Analyzed call center data and reports to identify trends, performance gaps, and areas for improvement.
- Provided expert guidance to members regarding copay assistance programs, eligibility, and enrollment procedures.
- Played a key role in training, hiring, and motivating staff to ensure high service standards.
Call Center Supervisor
The Kenific Group (KGCCO)
10.2022 - 11.2023
- Supported and influenced achievements in team and individual KPI performance.
- Developed and supported a team of 10 – 20 CSRs on how to assist/educate consumers on qualification and enrollment into Marketplace health insurance plans.
- Coached CSRs on use of soft skills and consultative techniques to educate consumers on available plans and assist them in making informed decisions regarding their healthcare coverage.
- Drove CMS compliance requirements and KGCCO quality standards to ensure professionalism in call handling and customer satisfaction.
- Tracked and optimized team metrics such as call performance, Customer Satisfaction Survey results, Average Talk Time (ATT), Average Handle Time (AHT) adherence, and attendance.
- Administered performance improvement plans, corrective action and assisted in terminations.
- Interviewed candidates, on-boarded new CSRs for OEP, aided in the Nesting process to coach and prepare new CSRs for their roles.
Team Manager
GOHEALTH
08.2020 - 10.2022
- Drove team and individual agent performance.
- Motivated and supported the creation and implementation of effective sales techniques, increasing sale production per agent, driving compliance, ensuring accurate administrative activities, and promoting the company’s culture.
- Tracked and optimized team metrics such as conversion rates, sales, productivity, ROC %, quality scores, adherence, and attendance.
- Administered corrective action and assisted in terminations.
- Interviewed candidates and helped onboard new agents for AEP.
- Aided in classroom training, material development and continued learning refresher trainings via online courses.
Customer Service Supervisor
WIPRO
04.2020 - 06.2020
- Served as a second-level escalation point for process owners / SMEs in the account.
- Ensured teams were meeting SLAs and KPI metrics.
- Planned and executed on-the-job training for new hires and cross-training within processes.
- Monitored the team's time management and schedule adherence.
- Handled daily team huddles / work prioritization.
Team Leader
COMPUTER GENERATED SOLUTIONS
11.2018 - 04.2020
- Provided front-line direction to agents to ensure quality service was provided in every customer interaction.
- Coached, advocated, and modeled professional behavior to help agents improve performance and acquire new skills.
- Promoted professional and personal development of agents by administering performance evaluations, training, progressive disciplinary action and career opportunity programs.
- Facilitated team huddles, meetings and training sessions to ensure agents were informed of changes to processes/procedures and performance expectations.
Billing Supervisor
SPECTRUM
11.2015 - 07.2018
- Monitored individual and team performance to ensure performance and quality standards were met or exceeded.
- Assisted with escalated issues and manned the Agent Assist Line to help agents with customer resolutions.
- Championed departmental standards regarding customer experience and verified that they were met by regularly monitoring calls and performance metrics to provide feedback or coaching.
- Established and maintained interdepartmental relationships to ensure alignment on all business initiatives.
- Developed staff to be more effective in their roles by providing ongoing coaching and on-the-job training.
Bilingual Member Services Supervisor | 04/2014 – 0
Beacon Health
04.2014 - 09.2015
Bilingual Member Services Supervisor
Beacon Health
04.2014 - 09.2015
- Oversaw daily operations, ensuring compliance with health regulations and organizational policies.
- Evaluated employee performance, providing constructive feedback to promote professional growth.
- Led team meetings to discuss performance metrics and operational improvements.
- Implemented process improvements that increased efficiency in patient flow management.
- Coordinated cross-departmental collaboration to optimize resource allocation and service delivery.
Bilingual Customer Care Supervisor
Verizon Wireless
10.2008 - 02.2014
- Developed training programs for new hires to enhance product knowledge and improve customer interaction skills.
- Streamlined communication channels between departments to resolve escalated issues efficiently and effectively.
- Conducted performance evaluations, providing actionable feedback aimed at professional growth and development of team members.
- Collaborated with management to develop strategic plans that aligned customer care objectives with corporate goals.
- Managed escalated calls professionally, resolving customer concerns in a timely manner while maintaining excellent rapport.
Education
Nursing Program Coursework
Hillsborough Community College
Tampa, FLAssociate of Arts (AA) - Coursework
Hillsborough Community College
Tampa, FLSkills
- Effective communication
- Analytical problem-solving
- Data-driven decision making
- Proficient in organization
- Workflow refinement
- Performance reporting
- Employee training
- Performance coaching
- Supporting professional development
- Information gathering
- Conducting interviews
- Employee onboarding
- Documentation management
- Fluent in English and Spanish
- Skilled in Word, Excel, and PowerPoint
- Proficient in Windows 7, 10, and 11
- Proficient in Avaya, Cisco Finesse, Five9, and TCN phone systems
- Experience with CMS and MARx platforms
- AWS platform experience
- Salesforce proficiency
- Experience with PeopleSoft
- SameTime experience
- Experienced with Slack communication
- Experience with Kronos systems
- Experienced with Paycor software
- ADP payroll management
- Experience with Verint scheduling tools
- Experienced with OneDrive cloud storage
- Proficient in OneNote
- SharePoint collaboration tools
- Power BI proficiency
- Experience with PerformYard software
- Jira task tracking
- ServiceNow platform expertise
- Effective team leadership
- Performance management
- Data-driven KPI evaluation
- Process improvement
- Data analysis
- Cross-department collaboration
- Time management
- CRM software proficiency
Certification
Legal Secretary Certificate, ITT Technical Institute, Tampa, FL
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Customer Service Supervisor
PrudentRx
03.2024 - 08.2025
Call Center Supervisor
The Kenific Group (KGCCO)
10.2022 - 11.2023
Team Manager
GOHEALTH
08.2020 - 10.2022
Customer Service Supervisor
WIPRO
04.2020 - 06.2020
Team Leader
COMPUTER GENERATED SOLUTIONS
11.2018 - 04.2020
Billing Supervisor
SPECTRUM
11.2015 - 07.2018
Bilingual Member Services Supervisor | 04/2014 – 0
Beacon Health
04.2014 - 09.2015
Bilingual Member Services Supervisor
Beacon Health
04.2014 - 09.2015
Bilingual Customer Care Supervisor
Verizon Wireless
10.2008 - 02.2014
Associate of Arts (AA) - Coursework
Hillsborough Community College
Nursing Program Coursework
Hillsborough Community College