Noel Molina
Mesa,AZ
Summary
Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior. 8 years of experience in call center sales, service and support. Knowledgeable manager and problem-solver with strong record of accomplishment in meeting and exceeding productivity targets.
Overview
5
5
years of professional experience
Work History
Call Center Supervisor
The Home Depot
07.2020 - Current
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Developed process controls and metrics for daily management of call center.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Analyzed customer feedback to identify improvement opportunities and develop action plans.
- Implemented innovative service strategies to improve customer experience and engagement.
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
- Evaluated data to identify trends and determine customer service needs.
- Supervised 14+ frontline messaging associates in providing excellent customer service to customers requiring assistance order and account issues.
- Monitored messaging quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
Trainer
The Home Depot
04.2018 - 07.2020
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Analyzed team performance and identified opportunities for additional training.
- Delivered instructional presentations on equipment use, focusing on efficiency and safety.
- Monitored participant workflow and behaviors throughout training process.
- Educated clients on proper use of products and systems.
- Supported productivity increase and business growth through new hire training and mentoring.
- Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
Education
Bachelor of Science - Air Traffic Management
Mesa High School
Mesa, AZ05.2015
Skills
- Microsoft Office
- Morale Improvements
- Productivity Benchmarks
- Escalation Management
- User Experience
- Process Updates
- Contact Center Software
- Professional Relationships
- Problem Solving
- Detail Oriented
- Workflow Processes
- Performance Improvement
- Key Performance Indicators (KPIs)
- Reporting Skill
- Customer Loyalty
- Efficient Service
- Employee Engagement
- Data Analysis
- Client Satisfaction
- Training Delivery
Timeline
Call Center Supervisor
The Home Depot
07.2020 - Current
Trainer
The Home Depot
04.2018 - 07.2020
Bachelor of Science - Air Traffic Management
Mesa High School
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