Summary
Overview
Work History
Education
Skills
Timeline
Generic

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, OH

Skills

    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
Mary RosaSupervisor