Nerimar Irizarry-Berrios
Wesley Chapel,FL
Summary
Proven leader in operational excellence and team development, with a track record at Epiq Systems of enhancing customer satisfaction and reducing handle times through quality assurance and effective coaching. Skilled in warehouse organization and fostering employee motivation, I excel in driving performance improvements and achieving results.
Overview
4
4
years of professional experience
Work History
Bilingual Call Center Supervisor
Epiq Systems
12.2023 - Current
- Currently managing 3 team leads and responsible for the performance of 50 agents in total.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Developed process controls and metrics for daily management of call center.
- Reduced average handle time through the implementation of effective call handling techniques and scripts.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
- Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
- Conducted regular audits on entered data to proactively identify discrepancies and implement corrective actions as necessary.
Bilingual Call Center Leader
Epiq Systems
07.2023 - 11.2023
- Communicated frequently and openly to motivate team members and drive goal achievement.
- Implemented new call center strategies and procedures, leading to enhanced productivity and customer service quality.
- Coached team members regarding call strategy to effectively reach targets and foster customer retention.
- Improved customer satisfaction ratings by consistently addressing customer concerns in a timely manner.
- Provided knowledge and resources to prepare each team member for success and top performance.
- Fostered a positive work environment by promoting open communication, teamwork, and employee recognition initiatives.
- Monitored call quality and provided individual constructive feedback through system to enhance performance and address areas in need of improvement.
Apparel Team Leader
Walmart
07.2022 - 06.2023
- Supervised a group of 14 associates to confirm compliance with set procedures and quality requirements.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Empowered associates by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among the team, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all associates.
- Gathered, organized and input information into digital database.
Stocking Associate/Backroom Associate
Walmart
08.2020 - 06.2022
- Performed inventory control, such as counting, and stocking merchandise.
- Examined and inspected stock items for defects and reported damages to supervisor.
- Operated manual and electric pallet jacks, safely relocating heavy merchandise on sales floor for timely stocking.
- Maintained clean and organized stockroom by sweeping, mopping and removing empty boxes.
- Demonstrated adaptability by effectively handling various tasks, including receiving shipments, organizing backroom storage, and updating pricing information.
- Managed time effectively during high-pressure situations such as peak shopping hours or holidays to maintain consistent service levels across all departments of the store.
- Maintained effective team member communication.
Education
High School Diploma -
Petra Mercado Bougart
Humacao, Puerto Rico07.2020
Skills
- Quality Assurance
- Employee Motivation
- Coaching and Mentoring
- Document Management
- Training delivery
- Documentation expertise
- Material Handling
- Warehouse Organization
- Quality Checks
- Stock counts
- Operations Management
- Safety standards
Languages
Spanish
Native or Bilingual
Timeline
Bilingual Call Center Supervisor
Epiq Systems
12.2023 - Current
Bilingual Call Center Leader
Epiq Systems
07.2023 - 11.2023
Apparel Team Leader
Walmart
07.2022 - 06.2023
Stocking Associate/Backroom Associate
Walmart
08.2020 - 06.2022
High School Diploma -
Petra Mercado Bougart
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