Monica Flores
San Benito,TX
Summary
Energetic and resourceful individual with strong leadership abilities and collaborative mindset. Possesses understanding of operational processes and effective team management, demonstrated by excellent organizational and problem-solving skills. Driven to optimize workflow and enhance team productivity to achieve operational excellence.
Overview
4
4
years of professional experience
Work History
Operations Supervisor
Advance Call Center Technologies
03.2023 - Current
- As a supervisor I've assisted with agent development
- From On The Job training to production of a team of28 agents and one Senior Client Advocate
- Take escalated calls from Senior Client Advocate
- Keep details record of agent’s attendance, and on call behavior
- Keep detailed record of performance metrics
- As part of a team, strategize improvement plans based on KPIs
Senior Client Advocate
Advance Call Center Technologies
07.2022 - Current
- As an SCA, I analyzed agent key performance metrics to optimize one on one coaching to better equip agents with the tools necessary to efficiently handle calls
- Take escalated calls from agents to deescalate them
- Agent development
- Meet performance goals
Fraud Analyst(Agent)
Advance Call Center Technologies
02.2021 - 07.2022
- As a fraud analyst, my job was to take calls from people experiencing real time fraud and help them recover funds
- At the same time, prevent any malicious actors from accessing accounts
- Prevent unauthorized users from accessing accounts
- Report fraud
- Customer service
Education
High School Diploma -
Edinburg High School
Edinburg, TX03-2011
Certified - Medical Billing And Coding
Martinsburg College
Martinsburg, WV10-2023
Skills
- Microsoft Excel
- Timekeeping
- Quality assurance
- Customer Service
- Coaching and mentoring
- Team development
- Performance evaluation
- Team management
- Workforce management
- Call monitoring
- Policy enforcement
- Complaint handling
Languages
English
Full Professional
Certification
Medical Coding and Billing Specialist
Timeline
Operations Supervisor
Advance Call Center Technologies
03.2023 - Current
Senior Client Advocate
Advance Call Center Technologies
07.2022 - Current
Fraud Analyst(Agent)
Advance Call Center Technologies
02.2021 - 07.2022
High School Diploma -
Edinburg High School
Certified - Medical Billing And Coding
Martinsburg College
Software
Excel
Microsoft
Outlook
OneNote
PowerPoint