Nancy Gonzalez
Bryn Mawr,Pa
Summary
Well-organized Call Center Manager bringing over 20 years managing and overseeing multiple tasks in busy offices. Commended for consistently driving team success through company procedures enforcement and personnel training. Proficient in various software and database management.
Knowledgeable about overseeing schedules, administration and training. Hardworking and detail-oriented team leader experienced in call center environments, customer service management, and team leadership.
Overview
12
12
years of professional experience
Work History
Call Center Manager
Planned Parenthood Southeastern Pennsylvania
05.2023 - Current
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Established and oversaw performance targets for call center associates.
- Developed quality employees within call center to take over leadership positions.
- Determined quality assurance benchmarks and set standards for improvement.
- Supervised 2 Call Center Coordinator and 10 Call Center Representative in providing excellent customer service to callers requiring assistance for Scheduling appointments and related issues with insurance and funding issues.
Call Center Coordinator
Planned Parenthood Southeastern Pennsylvania
12.2012 - 05.2023
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Communicated customer feedback and complaints to team members to promote proper resolution.
- Developed and implemented strategies to improve customer service.
- Monitored Calls for quality purpose.
Education
Some College (No Degree) -
PSI Institute
Philadelphia, PaCommunity College of Philadelphia
Philadelphia, PAEloiza Pascuala
Caguas, Puerto RicoSkills
- Call center operations
- Performance updates
- Recruitment and hiring
- Performance improvements
- Call center customer service
- Productivity standards
- Call monitoring
- Team coaching
- Strong leadership
- Scheduling expertise
- Workforce management
- Quality controls
- Complaint resolution
- Call routing
- Staff training
References
- LaToya Allen, Manager at PPSP, 267-385-3547
- Annette Morales, LPN Compliance Auditor at Health Partners, 267-385-3547
Timeline
Call Center Manager
Planned Parenthood Southeastern Pennsylvania
05.2023 - Current
Call Center Coordinator
Planned Parenthood Southeastern Pennsylvania
12.2012 - 05.2023
Some College (No Degree) -
PSI Institute
Community College of Philadelphia
Eloiza Pascuala
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