LUZ ARZATE
Houston
Summary
Always looking for ways to improve productivity and customer satisfaction with exceptional service. Maintain well-organized and presentable work areas at all times. Dedicated Team Leader with expertise in quality assurance initiatives, issue resolution and interpersonal communication. I'm quick to learn anything, I'm open to any field, I can adapt easily.
Veteran call center professional with a history of directing employees in call center environments. Hardworking leader with several years of progressive experience. Desiring to dedicate knowledge and abilities to a dynamic role with with long-term potential.
Forward-thinking Call Center Supervisor dedicated to training and mentoring staff to effectively resolve caller inquiries, build loyalty and enhance business revenue. Skilled at training, monitoring and managing exceptional teammates.
Overview
7
7
years of professional experience
Work History
Supervisor of call center
Fresh dental care
Houston
08.2020 - Current
- Managed daily operations of call center teams and workflows.
- Developed training programs to enhance staff performance and skills.
- Implemented new call handling procedures to improve efficiency.
- Facilitated communication between departments for better service delivery.
- Coordinated team schedules to optimize coverage and support needs.
- Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
- Resolved escalated customer complaints in an efficient manner while maintaining positive relationships with clients.
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Monitored performance by reviewing relevant reporting data and producing statistical reports.
- Delivered constructive call process feedback.
- Conducted regular meetings with staff to discuss issues or changes in processes or procedures.
- Oversaw quality assurance processes to ensure service standards.
- Schedule and reschedule appointments
Team Leader
Just In Total Fashion
Houston
02.2019 - 02.2020
- Counted money in the safe, plus the money the store did throughout the day, I was the one to close all the cashiers that worked that day
- Displayed new merchandise and was in charged of doing owners inventory
- In keeping the store in order and my cashiers
- Promoted to leadership position in recognition of strong work ethic and demonstrated ability to provide exceptional customer service.
- Interviewed, and trained new cashiers
- Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
- In charged of putting new wholesale's customers in the system
- Counted, sorted and stacked finished products for delivery or further processing.
Education
High School Diploma -
Hastings High School
Houston, TX03.2019
Skills
- Team supervision
- Dependable and reliable
- Organized
- Cash handling accuracy
- Effective team player
- Time management
- Excellent multi-tasker
- Staff training and development
- Adapt easily
- Fast learner
- Bilingual (English and Spanish)
References
Dave Lee, 713-789-2322, Previous Manager
Wendy Calmo, Wendyc@freshdentalcare.com, Current Manger
Timeline
Supervisor of call center
Fresh dental care
08.2020 - Current
Team Leader
Just In Total Fashion
02.2019 - 02.2020
High School Diploma -
Hastings High School