Mayra Esquivel
Arlington,AZ
Summary
Customer-oriented Supervisor with 7 years of hands-on experience overseeing employee performance and offering knowledgeable guidance and support. Expert in Banking, Retail, Property Management Collections and Human Services Call Center industry best practices and principles of employee management. Blends superb time management and organizational skills to drive group success.
Overview
13
13
years of professional experience
Work History
Collections Supervisor
Progress Residential
Scottsdale, AZ
08.2021 - Current
- Manage a team of 1 Collections Team Lead/s, who in turn manage a team of 15+ Representatives responsible for taking inbound calls, making outbound calls, and generating right party contact through multiple channels to reduce resident delinquency
- Trained and supervised new employees to promote overall team productivity and consistent service.
- Facilitated individual coaching sessions with CSRs to realign productivity goals.
- Oversaw and trained new employees on collection methods, documentation requirements and performance strategies.
- Developed and improved procedures for collection of past due amounts.
- Retained top talent by authoring and conducting team performance evaluations for corrective action planning.
- Monitored employee productivity to provide constructive feedback and coaching.
- Coordinated employee schedules according to shift changes and availability.
- Conducted periodic performance reviews to determine employee eligibility for merit increases and bonuses.
- Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
Customer Service Supervisor
Terminix
Glendale, AZ
01.2020 - 08.2021
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Monitored phone calls to provide feedback and coaching.
- Developed ongoing relationships with field branches and managers
- Developed daily, weekly and monthly reports on help desk team's productivity.
- Guided employees in handling difficult or complex problems.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Recruited, interviewed and selected employees to fill vacant roles.
- Enhanced company-wide procedures and policies to improve employee morale and boost customer satisfaction.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Provided day-to-day leadership to cultivate environment that exemplified company values.
- Monitored phone calls to promote better service and provide feedback.
- Assessed team member performances by delivering one-on-one coaching to promote better service.
Financial Consultant Team Lead
Deer Valley Credit Union
Glendale, AZ
10.2018 - 01.2020
- Providing valuable financial information and advice to inform, teach and/or persuade members to use products that fit members stated and unstated needs
- Find new performing loan opportunities and close loans
- Ensure transactions are performed with the speed and accuracy and within credit union policy and procedural guidelines.
- Advised customers on advantages and disadvantages of different product decisions in alignment with individual needs.
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
- Reconciled cash and checks against computer records at end of shift.
- Trained and coached less experienced team members in procedures, compliance standards and performance strategies.
- Managed escalations with polite service, knowledgeable support and unsurpassed professionalism to satisfy needs and protect bank reputation.
- Met or exceeded sales goals by promoting bank products and services in customer interactions.
- Drove branch sales and portfolio growth by recommending various financial products to prospective customers.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Facilitated individual coaching sessions with CSRs to realign productivity goals.
- Monitored performance by reviewing relevant reporting data and producing statistical reports.
- Set and managed performance benchmarks for call center employees.
Consumer Services Team Lead
Early Warning
Scottsdale, AZ
08.2015 - 01.2017
- Oversaw 12-15 Service Specialist, performed in to the 5% of staff by handling 80-100 calls daily
- Consistently achieved and exceeded department compliance goals, handled complex calls, conduct special research and complete assignments to respond to day to day operational issues
- Identified development opportunities using quality assurance (call monitoring) and provided ongoing training, coaching, and mentoring on an as needed basis.
- Drafted and formatted reports in alignment with data quality requirements.
- Corrected inaccuracies through root cause analysis and performance report review.
- Improved regulatory compliance by identifying root causes for occurrences of non-compliance.
- Documented investigative findings in reports.
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
Unit Supervisor/Call Center
State of Arizona-Benefits
Phoenix, AZ
08.2010 - 08.2014
- Supervise a unit engaged in the determination of eligibility for Family Assistance Administration( FAA) public assistance programs
- Train/mentor staff in the performance of assigned duties, reviewed completed cases for accuracy, evaluate staff performance, conduct disciplinary actions
- Used online manuals to locate and interpret policies and procedures, provided information to customers, other agency personnel and the general public
- Monitor various reports to determine timeliness and quality.
Education
High school diploma -
Skills
- Performance Management
- Coaching and Mentoring
- Handling Customer Complaints
- Recruitment and Hiring
- Team Management and Supervision
- Microsoft Office
- Time Management
- Quality Assurance
- Multitasking and Organization
- Financial Services
- Spanish Fluency
- CRM Software
- Administration and Operations
- Phone and Email Etiquette
- Customer Service Management
- Adaptable and Resilient
- Client Interviews
- Cross-Selling and Partner Referrals
- Relationship Building
- Financial Institution Regulations
- Fraud Patterns
- Risk Level Determination
- Telephone Etiquette
- Credit Card Fraud
- Team Management
- Customer Service
- HIPAA Compliance
- Conducting Interviews
- Evaluation and Assessment
- Community Referrals
- Team Member Motivation
- Staff Training and Motivation
- Quality Assurance Experience
- Performance Monitoring
- Employment Data Tracking
- Report Preparation
- Workforce Management Tools
- Setting Schedules
- Benefits Administration
- Financial Analysis
- Eligibility Determinations
- Data Entry
- Online Communications
- Call Centers
- Inbound and Outbound Calling
- Call Volume and Quality Metrics
- LiveChat Messaging
- Salesforce CRM
- Remote Office Availability
- System Performance Assessments
- Multitasking and Prioritization
- Tracking and Documentation
- Customer Service Support
- Documentation Development
- Problem-Solving
- Employee Motivation
- Productivity Benchmarks
- Performance Updates
- Data Analysis and Reporting
- Good Work Ethic
- Training & Development
- Friendly, Positive Attitude
- Supervision & Leadership
- Active Listening
Timeline
Collections Supervisor - Progress Residential
08.2021 - Current
Customer Service Supervisor - Terminix
01.2020 - 08.2021
Financial Consultant Team Lead - Deer Valley Credit Union
10.2018 - 01.2020
Consumer Services Team Lead - Early Warning
08.2015 - 01.2017
Unit Supervisor/Call Center - State of Arizona-Benefits
08.2010 - 08.2014
- High school diploma,