Mary Rosa
Supervisor
Denver,CO
Summary
Energetic Supervisor successful at motivating and building positive team dynamics to accomplish aggressive goals. Dedicated to open, communicative culture where employees feel empowered to contribute to company's success.
Overview
13
13
years of professional experience
Work History
Groups Supervisor
Margaritaville At Sea Cruise Line
03.2010 - 07.2023
- Over 13 years experience in Call Center Industry
- Call center experience includes Opening Call Center in Guatemala, Recruitment, Training, Quality Assurance, Work Force Management, and Team Management.
- Supervise agent performance, both inbound and outbound, monitor daily activities, and maintain presence to aid with any situation.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Responded to clients' questions, issues, complaints and found appropriate solutions when needed.
- Successfully negotiated rates while improving customer satisfaction ratings.
- Prepared billing statements and invoices for customer purchases and recorded transaction date, price and fees to support accuracy.
- Coordinated with Accounting Dept. in regard to refunds, commissions, and wire transfers to make sure all payments are approved and completed in a timely manner.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
Education
Associate of Arts - Business Administration And Management
Lakeland Community College
Willoughby, OHSkills
Excellent Written and Communication Skills
Quality Assurance
Customer Service Excellence
Operations Management
Problem Solving
Leadership
Time Management
Business Growth and Retention
Microsoft Office
Microsoft Excel
BosaNova Software
Kapture Software
Timeline
Groups Supervisor
Margaritaville At Sea Cruise Line
03.2010 - 07.2023
Associate of Arts - Business Administration And Management
Lakeland Community College
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