Maria Valenzuela
Tampa,FL
Summary
Effective leader that exceeds expectations with multiple years of leadership experience. Dynamic team player, whose skills range from project subject matter expert, client communication, and problem resolution. Mentor for peers, junior leaders, and agents. Accustomed to working in team-oriented, fast-paced environments, and handling difficult situations through resourcefulness and adaptability.
Overview
11
11
years of professional experience
Work History
Contact Center Supervisor
Epiq Systems Inc.
Tampa, FL
06.2018 - Current
- Drive team success through shared vision and recognition of quality and attendance performance.
- Provide regular updates to team leadership on quality metrics, communicating areas of opportunity and problem solving to improve said areas
- Developed and recommended improvements to systems, processes and case procedures to improve workflow and scripting functionality
- Collaborate across departments on priorities, functions and common goals
- Support onsite and remote staff to maintain engagement and productivity
Team Lead
General Dynamics Information Technology
Riverview, FL
09.2016 - 06.2018
- Remained knowledgeable on various computer programs (All Microsoft programs, Next Generation Technology)
- Build productive trust relationships with team members
- Report team metrics to superiors
- Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills
Key Holder
Precision Time
Brandon, FL
04.2016 - 04.2017
- Established and optimized schedules to keep coverage and service in line with forecasted demands
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets
- Trained team members in successful strategies to meet operational and sales targets
- Monitored associates throughout each assigned shift and professionally managed any challenges to maintain optimal store performance.
Key Holder
Gift- Ology
Brandon, FL
06.2015 - 04.2017
- Oversaw employee scheduling, inventory replenishment and other daily functions to maintain smooth operational flow and address unexpected issues head-on
- Increased sales by promoting new offerings and maintaining current knowledge of merchandise, sales and key product features
- Supervised team workflow, including managing customer needs and delegating tasks to employees for optimal coverage
- Monitored associates throughout each assigned shift and professionally managed any challenges to maintain optimal store performance.
Education
Bachelor of Arts - Psychology
University Of South Florida
Tampa, FL06.2021
Associate of Arts - Psychology
Hillsborough Community College
Tampa, FL06.2017
Skills
- Problem-solving skills
- Verbal and written communication (in both English and Spanish)
- Client Relationship Management
- Performance improvement
- Documentation and reporting
- Training and Development
- Conflict Resolution
Timeline
Contact Center Supervisor
Epiq Systems Inc.
06.2018 - Current
Team Lead
General Dynamics Information Technology
09.2016 - 06.2018
Key Holder
Precision Time
04.2016 - 04.2017
Key Holder
Gift- Ology
06.2015 - 04.2017
Associate of Arts - Psychology
Hillsborough Community College
Bachelor of Arts - Psychology
University Of South Florida