Mirelia Moncayo
Dallas,TX
Summary
Experienced Contact Center professional with proven track record of managing client relationships, developing staff, and driving optimal performance in both an outsourced environment and in house contact center. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
12
12
years of professional experience
Work History
E-Commerce Supervisor
Under Armour
05.2022 - Current
- Monitor and analyze key performance indicators (KPIs), such as: Adherence, CSAT, NPS, FCR, and Quality to identify trends, areas for improvement, and opportunities for operational efficiency.
- Collaborate with WFM, Learning and Development, and other departments to help streamline processes that would increase productivity and reduce operational costs.
- Assisted in implementation of new launches such as SMS and Loyalty rewards.
- Handle escalated consumer issues or complaints, providing prompt and effective resolution while maintaining a customer-centric approach.
- Manage a team of customer service representatives and team leads, providing guidance, coaching, and performance management to ensure a high level of productivity and development.
Team Lead II
RealPage
04.2020 - 05.2022
- Managed global operation of Bilingual contact center employees for Multi-Family leasing and overseas accounts.
- Partnered with other support teams and LOB managers for bi-weekly calibrations and staff meetings to evaluate Contact Center and agent level performance by each global site.
- Created SOP's that delivered better customer experience for Contact Center while improving internal policies.
- Prepared and delivered performance reviews for annual appraisals, as-well-as created action plans for direct reports while conducting weekly 1x1's.
Customer Care Manager
PFSweb
01.2017 - 04.2020
- Developed and implemented customer service strategies and policies to enhance customer satisfaction and achieve service level goals.
- Prepared regular reports and presentations on customer service performance, highlighting achievements, challenges, and actionable recommendations for continuous improvement.
- Managed headcount of 150+ employees, which included direct reports of Supervisor's, Team Lead's, and Agents.
- Collaborated with cross-functional teams, such as account managers, marketing, and WFM, to align customer service objectives with overall business goals.
Customer Care Supervisor
PFSweb
01.2013 - 01.2017
- Coached and created action plans for agents and Team Leads to ensure contact center goals were met, such as: Service Levels 80%, Quality 90%, Adherence 95%, CSAT 90% and NPS 75%.
- Managed Luxury accounts for all Omni channels while implemented Chat for Yves Saint Laurent and Armani beauty.
- Developed training material to help agents achieve higher CSAT and sales goals.
Customer Care Team Lead
PFSweb
01.2012 - 01.2013
- Ensured goals in Quality, Adherence, CSAT, and AHT were met by Omni teams
- Coached and developed agents (70% of time)
- Ensured sales goals were met for: Phone, chat, and e-mail.
Education
Bachelor of Arts - Political Science
The University of Texas At Dallas
Richardson, TXSkills
- Employee Development
- KPI Management
- Cross-functional collaboration
- Cultural Development
- Staff Planning
- Quality
- Project Management
- Sales
- Analytics
- Implementation and Processes Improvement
- Bilingual
- Team Building
Systems and Applications
Microsoft Office, JDE, Kana, Uptivity, Harte Hanks, IEX, Avaya, CrowdTwist, Loyalty Plus, Demandware, OrderGroove, CyberSource, Salesforce, ADP, UltiPro, Naiver, Bazaar, LiveEngage, Reveal CX, Zendesk, Google G-Suite, Genesys, Twilio, PayPal, ApplePay, Tableu, Community, Five9, Manhattan, SAP, Klarna, Webex, FirstData.
Timeline
E-Commerce Supervisor
Under Armour
05.2022 - Current
Team Lead II
RealPage
04.2020 - 05.2022
Customer Care Manager
PFSweb
01.2017 - 04.2020
Customer Care Supervisor
PFSweb
01.2013 - 01.2017
Customer Care Team Lead
PFSweb
01.2012 - 01.2013
Bachelor of Arts - Political Science
The University of Texas At Dallas