Olga Rondon
Centreville,VA
Summary
Dynamic customer service leader with proven success at Koniag Government Services, enhancing service quality through effective performance evaluations and data analysis. Bilingual in Spanish, I excel in conflict resolution and team supervision, driving customer satisfaction and operational efficiency. Skilled in Microsoft Office, I implement strategic improvements that foster continuous growth.
Overview
7
7
years of professional experience
Work History
Customer Service Representative Supervisor
Koniag Government Services
10.2020 - Current
- Built positive rapport and relationships for high levels of customer satisfaction
- Maintained up-to-date records of customer interactions, ensuring data accuracy for reporting and analysis purposes
- Implemented new policies and procedures to improve overall customer service quality
- Managed daily customer communication workflow by processing voicemails into structured case documentation, categorizing by inquiry type, concern level, and required action
- Developed and maintained comprehensive data tracking system to monitor customer communication metrics, generating annual statistical reports to identify service patterns
- Conducted trend analysis of customer feedback, preparing executive summaries for management to inform strategic decision-making and service improvements
- Ensured optimal call coverage by monitoring representative call activity, managing queue status, reallocating staff as needed to maintain service levels
- Conducted performance monitoring of representatives utilizing Cisco Finesse to ensure adherence to quality standards and optimize customer interactions
- Oversaw the performance and productivity of the bilingual team to enhance service delivery
- Developed templates and scripts for customer interactions to improve communication efficiency and consistency
- Engaged in monthly performance reviews with customer service representatives, analyzing key metrics and outcomes
- Supplied targeted coaching constructive criticism to foster continuous improvement and skill development
- Conducted annual performance reviews for representative, delivering comprehensive evaluations and strategic feedback to support professional growth
- Collaborated with other USDA agencies to address customer issues, resulting in improved cross-functional communication
- Enhanced team productivity by implementing new scheduling system that optimized shift rotations
- Assigned Spanish callbacks to bilingual representatives to optimize service delivery
- Provided support during peak hours by assisting the team with follow-up calls to Spanish-speaking customers
- Collaborated effectively with team members, stepping in to support supervisory roles during absences
- Developed and implemented quality assurance processes and standards to ensure consistent product quality
- Conducted regular audits and evaluations, monitoring compliance with quality guidelines
- Performed comprehensive testing, including functional and performance assessments, to identify and resolve defects
- Maintained detailed documentation of quality metrics and test results to support continuous improvement initiatives
- Collaborated with cross-functional teams to provide training on quality standards and best practices
Administrative Assistant III
Fairfax County Deparment of Tax Administration
10.2018 - 10.2020
- Maintain filing systems (Electronic and physical)
- Maintain and update databases
- Compile and analyze data for reports
- Assist with budgeting, billing, and expense tracking
- Assist with or manage small projects
- Track deadlines, deliverables, and progress for ongoing work
- Liaise between departments or with external partners
- Respond to internal and external inquiries
- Represent the department in a professional manner
- Handle sensitive or confidential information responsibly
- Ensure compliance with company or government policies
- Assisted in managing payment plans by performing calculations and providing detailed information to customers
- Educated taxpayers on payment options through proactive communication, ensuring clarity and understanding of their plans
- Processed payments for dog tags, property taxes, and real estate taxes, ensuring accuracy and compliance with regulations
- Utilized the DMV system to efficiently remove holds on taxpayers, facilitating timely resolution of issues and improving customer satisfaction
- Resolved issues for taxpayers by applying strong problem-solving skills, ensuring effective communication and satisfactory outcomes
Education
High School Diploma -
Centreville High School
6001 Union Mill RD Clifton, VA 2012405-2014
Skills
- Customer support experience
- Conducting performance evaluations
- Workforce supervision
- Customer service analysis
- Problem-solving abilities
- Time management
- Multitasking Abilities
- Conflict resolution skills
- Verbal and written communication
- Customer service management
- Leadership in team settings
- Skilled in Microsoft Office suite
- Efficient administrative processes
- Bilingual fluency in Spanish
Accomplishments
- Received commendations from the USDA for the quality of explanations and coaching tips provided in QA evaluation comments, contributing to enhanced team performance and customer service excellence
- Proactively collaborated with external agencies and subject matter experts (SME) to ensure customer satisfaction regarding inquiries, resulting in a positive reference from a Contracting Officer Representative (COR) for exceptional service.
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Representative Supervisor
Koniag Government Services
10.2020 - Current
Administrative Assistant III
Fairfax County Deparment of Tax Administration
10.2018 - 10.2020
High School Diploma -
Centreville High School
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