Summary
Overview
Work History
Education
Skills
Timeline
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Marie Quiroga

San Antonio

Summary

Experienced supervisor and highly motivated professional seeking a position of increased authority with the possibility for growth and advancement within your corporation. I possess strong leadership skills and a strong desire to work with and nurture teams to achieve their greatest potential. I will be a greater company asset if given the opportunity. Offering strong interpersonal skills and dedication to customer service, eager to grow within supervisory role. Brings ability to quickly learn and adapt to new systems while maintaining focus on customer needs. Ready to use and develop leadership and problem-solving skills in Customer Support Supervisor role.

Overview

16
16
years of professional experience

Work History

Customer Support Supervisor

Gainwell Technologies
11.2021 - Current
  • As the Call Center Supervisor, I worked closely with staff and reported to the Maintenance and Operations Manager to ensure consistency in programs for the Medicaid stakeholders and facilitated effective interfaces among team members, and Medicaid providers
  • Was also responsible for ensuring the day-to-day implementation of Medicaid services policies and procedures
  • Essential Functions: Supervised and provided day-to-day management of up to 50 call center professionals with problem solving expertise, performed reviews to evaluate staff on quality and performance metrics, ensured Contracted Service Level Agreements requirements were met and maintained required staffing levels to meet contract performance standards
  • Also oversaw training of new staff, continually monitored, assessed, and recommended improvement of the Call Center process, ensured procedures manual was kept up to date and attended Gainwell Technologies and customer meetings, policy work groups as appropriate
  • Enhanced team performance by conducting regular training sessions and offered constructive feedback.
  • Enhanced team performance by conducting regular training sessions and offering constructive feedback.

Residential Customer Service Supervisor

Charter
06.2011 - 07.2021
  • Direct reports of 21-25 in the Business department as well as 17-22 in the customer service department
  • Major duties and responsibilities included supervises, organizes, mentors and coach's customer care representatives and leads
  • Responsible for directing and implementing a broad range of customer care activities to include resolving complex or sensitive customer complaints and difficult telephone calls
  • Developed and promoted a customer-driven service culture to improve customer satisfaction and retention
  • Participated in the performance review of staff
  • Involved in the skill development of team members through recurring coaching and training sessions
  • Consistently rated top 5 out of 35 teams meeting KPI's
  • Exceeded team attendance of 95% for a 12-month period (goal was 90%)
  • Finished #1 out of 35 teams for high performer for a full quarter
  • Received supervisor of the month for a full quarter for productivity, exceeding KPI's and attendance
  • Completed a voluntary 10-month Management leadership course
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.

Human Resources Agent

Randstad Staffing-Wachovia/Wells Fargo Account
01.2009 - 05.2011
  • Duties including taking incoming calls in a call center setting for Wells Fargo/Wachovia team members about their 2010 benefit elections
  • Answered questions about medical, dental, vision, life, disability, flexible spending accounts, long term care, and legal services offered to the employees
  • Went over the summary plan descriptions on all benefits offered and company policies
  • Also assisted with payroll calls
  • Perfect attendance for a full year
  • Top performer for a full quarter
  • Received plaque and lunch with Director for top performer for the quarter

Education

High School Diploma -

Lyons Township High School
La Grange, IL
06.1992

Skills

  • Escalation handling
  • Training and coaching
  • Staff motivation
  • Service level management
  • Policy enforcement
  • Feedback delivery
  • Task organization
  • Delegation and prioritization
  • Customer relations
  • Client relationship building
  • Training and mentoring
  • Team building
  • Schedule management

Timeline

Customer Support Supervisor

Gainwell Technologies
11.2021 - Current

Residential Customer Service Supervisor

Charter
06.2011 - 07.2021

Human Resources Agent

Randstad Staffing-Wachovia/Wells Fargo Account
01.2009 - 05.2011

High School Diploma -

Lyons Township High School

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Marie Quiroga