Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Natali Rubio Romo

Garden City,KS

Summary

Dynamic Operations Manager at Accenture with a proven track record in quality management and service delivery. Expert in leading multi-functional teams, enhancing customer satisfaction, and implementing process improvements. Bilingual communicator with strong analytical skills, proficient in Salesforce and Microsoft Office, driving operational excellence and achieving profitability goals.

Overview

5
5
years of professional experience

Work History

Operations Manager

Accenture
Albuquerque, NM
10.2021 - Current
  • Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
  • Implemented policies and standard operating procedures and managed quality, customer service and logistics.
  • Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
  • Maintained safety and emergency readiness among personnel by disseminating information on and monitoring compliance with regulatory and organizational policies.
  • Developed initiatives for process improvement and reviewed and assessed ongoing operations.

Call Center Supervisor

Accenture
Albuquerque, NM
08.2020 - 09.2021
  • Manage a team of 15+ contact center representatives to respond customer question and complaints and troubleshoot problems with services.
  • Ensure agents understand and comply with all call center objectives, performance standards, and processes/ policies.
  • Answer agents' questions regarding best practices and act/own escalated issues or difficult calls.
  • Identify operational issues and suggest possible improvements.
  • Monitor and evaluate agent performance, provide 1x1 feedback, learn or coach opporunities, and take corrective action, if needed in accordance with internal processes/ procedures.
  • Conduct Quality Assurance monitoring/assessment of customer calls (both recorded and live) Prepare and present team performance reports and analyzing data to assist management as they determine call center goals.

Education

High School Diploma -

Clovis High School
Clovis, NM
05.2011

Some College (No Degree) - Business Administration

CNM
Albuquerque, NM

Skills

  • Quality Management
  • Service delivery
  • Proficient in developing and managing multi-functional teams in a fast-paced environment
  • Excellent communication, written and oral skills in both English and Spanish
  • Highly organized, and strong analytical skills
  • Able to identify, develop, and implement process improvements
  • Proficiency in the use of Microsoft Windows XP, Microsoft Office, and Excel, 45 WPM, and 10-key capability
  • Extensive knowledge of ASPEN, Omnicaid, and Salesforce

References

References available upon request.

Timeline

Operations Manager

Accenture
10.2021 - Current

Call Center Supervisor

Accenture
08.2020 - 09.2021

High School Diploma -

Clovis High School

Some College (No Degree) - Business Administration

CNM

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