Maria Elizondo
Austin,TX
Summary
Results-driven Call Center Supervisor focused on developing and leading exceptional call center teams. Motivational leader with a strong record of success in the field. Proactively bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.
Overview
4
4
years of professional experience
Work History
Call Center Supervisor
TTEC
Austin, TX
08.2022 - Current
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Supervised 15+ customer service representatives in providing excellent customer service to callers requiring assistance for tolling and account issues.
Call Center Supervisor
Faneuil
Austin, TX
12.2021 - 08.2022
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Supervised 15+ Customer Service Representatives in providing excellent customer service to callers requiring assistance for tolling and account issues.
Correspondence Analyst
Fanueil
Austin, TX
08.2021 - 12.2021
- Edited letters and written material for correspondence.
- Managed and maintained efficient, well-organized digital filing system.
- Wrote letters and updates for customer requests.
- Communicated with executives about consistent customer issues.
Customer Service Representative
Fanueil
Austin, TX
05.2021 - 08.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
Bar Trainer
512
Austin, TX
11.2020 - 06.2021
- Tracked bar stock levels and promptly replenished low materials to prevent shortages.
- Verified drinking age requirements of customers by carefully reviewing photo identification.
- Managed disruptive customer behavior and mitigated liability.
- Developed creative bar menus and drink recipes by researching emerging industry trends.
Server Trainer
Texas Roadhouse
Austin, TX
06.2019 - 03.2020
- Provided continuous evaluation and feedback to server employees.
- Taught servers to memorize menu ingredients and provide information on preparation methods.
- Observed participants and provided corrective measures for skill improvement.
- Created, updated and implemented training plans in collaboration with restaurant management.
Server Trainer
Pluckers
Austin, TX
01.2018 - 06.2019
- Provided continuous evaluation and feedback to server employees.
- Taught servers to memorize menu ingredients and provide information on preparation methods.
- Observed participants and provided corrective measures for skill improvement.
- Created, updated and implemented training plans in collaboration with restaurant management.
Education
No Degree - Veterinarian Tech.
Austin Community College
Austin, TXSkills
- Customer inquiries
- Digital filing
- Data analysis
- Computer Skills
- Self-Motivated
- Training and Development
- Team building
- Time Management
- Employee Coaching and Motivation
- Call Center Software
- Behavior Identification
- Client Satisfaction
- Key Performance Indicators (KPIs)
- Morale Improvements
Timeline
Call Center Supervisor
TTEC
08.2022 - Current
Call Center Supervisor
Faneuil
12.2021 - 08.2022
Correspondence Analyst
Fanueil
08.2021 - 12.2021
Customer Service Representative
Fanueil
05.2021 - 08.2021
Bar Trainer
512
11.2020 - 06.2021
Server Trainer
Texas Roadhouse
06.2019 - 03.2020
Server Trainer
Pluckers
01.2018 - 06.2019
No Degree - Veterinarian Tech.
Austin Community College