Marisol Romo
Aubrey
Summary
Results-oriented professional with over 20 years in Call Center and Customer Service Operations. Expertise in strategic planning, performance optimization, and relationship management, consistently exceeding targets in high-pressure environments. Proficient in process improvement techniques that enhance organizational performance and customer satisfaction.
Overview
14
14
years of professional experience
Work History
Support Services Supervisor
WebCE
07.2022 - 07.2025
- Increased employee coverage by preparing efficient scheduling for peak hours.
- Approved time and attendance records to ensure accurate payroll processing.
- Boosted team morale through performance assessments and engaging team-building events.
- Guided employees in resolving daily tasks and complex challenges effectively.
- Evaluated customer interactions to enhance overall service quality and satisfaction.
- Provided feedback on service metrics, maintaining high-quality standards across the team.
- Streamlined response procedures for customer inquiries and technical issue resolution.
- Collaborated cross-functionally to resolve customer issues promptly and professionally.
- Identified trends in customer service data to enhance overall customer experience.
- Developed a high-performing administrative team through ongoing coaching and development.
Customer Service Manager
HomePro Technologies
05.2018 - 04.2022
- Enhanced customer satisfaction by effectively managing service and affairs staff.
- Streamlined scheduling and attendance processes for improved operational efficiency.
- Recruited, hired, and onboarded staff to strengthen team capabilities.
- Conducted audits and generated reports to ensure compliance and performance tracking.
- Facilitated team huddles to provide updates and foster communication among staff.
- Reviewed calls, offering coaching and feedback to enhance agent performance.
Consumer Affairs Specialist
HomePro Technologies
02.2017 - 05.2018
- Enhanced customer resolution rates by managing escalated calls for executive team.
- Developed comprehensive timelines to streamline departmental project workflows.
- Updated Consumer Affairs reports to reflect current consumer feedback and trends.
- Addressed customer concerns from NPS surveys, improving overall satisfaction scores.
- Provided coaching and constructive feedback to team members for performance improvement.
- Delivered daily reports on departmental goals and social media engagement metrics.
Executive Response Team /BBB Specialist
Monitronics
02.2011 - 02.2017
- Streamlined complaint tracking process, enhancing reporting accuracy and efficiency.
- Resolved written and online customer complaints, improving overall satisfaction ratings.
- Implemented process improvements, resulting in more efficient complaint resolution workflows.
- Collaborated with departments, facilitating feedback and coaching to enhance performance.
- Delivered daily and monthly reports, providing insights into complaint trends.
- Conducted root-cause-analysis to identify underlying issues in customer complaints.
Education
High School - General Studies
Sunset High School
Dallas, TX05.1993
Skills
- Ability to multitask
- Strong organizational skills
- Strong written and verbal communication skills
- Excellent sales/customer service skills
- Knowledge of enterprise systems and databases
- Ability to coach and train others
- Ability to write and compile reports
- Escalation management
- Bilingual
- Negotiation skills
- Problem solving
Timeline
Support Services Supervisor
WebCE
07.2022 - 07.2025
Customer Service Manager
HomePro Technologies
05.2018 - 04.2022
Consumer Affairs Specialist
HomePro Technologies
02.2017 - 05.2018
Executive Response Team /BBB Specialist
Monitronics
02.2011 - 02.2017
High School - General Studies
Sunset High School