Summary
Overview
Work History
Education
Skills
Timeline
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PAULA MONSALVE

Miami,FL

Summary

Bilingual Team Manager who builds and leads friendly, efficient customer service representatives. Accomplished and energetic, with a solid history of achievement in team building. Motivated leader with strong organizational and prioritization abilities. Areas of expertise include coaching and developing, team player, and unique ability to relate to diverse clients as well as agents.

Overview

22
22
years of professional experience

Work History

Supervisor

Choice Home Warranty
06.2023 - Current
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
  • Monitored workflow to improve employee time management and increase productivity.
  • Evaluated employee performance and coached and trained to improve weak areas.

Case Manager Warranty Company

Choice Home Warranty
10.2018 - Current
  • Developed and implemented comprehensive case management plans to address client needs and goal.
  • Monitored clients' progress and tracked client services to provide crisis interventions.
  • Calculate reimbursement amount to customer per claim.
  • Handling case assignments, review case progress, and determine case closure.
  • Assess, plan, implement, and evaluate actions required to meet clients needs.


Team Manager

Alorica
02.2003 - 10.2018
  • Coach and develop team members against program and company metrics
  • Meet with representatives on a regular basis to review performance and provide direction
  • Monitor daily reports to ensure operational success
  • Manage attendance, utilization, and attrition to maximize efficiency and profitability
  • Maintain positive, consistent, and effective communications with staff
  • Administer performance appraisals and corrective action as needed
  • Review payroll to ensure minimal discrepancies
  • Ensure representative schedules were accurate and current in eWorkforce
  • Enforce employee adherence to set schedules
  • Motivate employees to strive for excellence
  • Respond to customer inquiries in a clear, concise, and friendly manner to establish an excellent first impression
  • Plan and direct activities such as sales promotions, coordinating with other department heads as required

Interview/ Recruiter

Alorica
06.2001 - 02.2003
  • Recruited and screened applicants for placement
  • Conducted interviews with participants to assess skill set and determine eligibility for placement
  • Discussed marketing goals with clients to identify needs and articulate details to marketing team
  • Served as spokesperson and representative for station at assigned stations events and other community forums
  • Coordinated with talent relations department to facilitate execution and place future prospects in the correct account
  • Arranged and conducted interviews with individual knowledge in different fields.

Education

High School Diploma -

Hialeah-Miami Lakes Senior High School
Hialeah, FL

Skills

  • Staff Supervision
  • Inbound and Outbound calling
  • Recruitment and retention strategies
  • Bilingual
  • Reporting and documentation
  • Performance evaluation
  • Issue resolution
  • Monitoring
  • Motivate employees

Timeline

Supervisor

Choice Home Warranty
06.2023 - Current

Case Manager Warranty Company

Choice Home Warranty
10.2018 - Current

Team Manager

Alorica
02.2003 - 10.2018

Interview/ Recruiter

Alorica
06.2001 - 02.2003

High School Diploma -

Hialeah-Miami Lakes Senior High School

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PAULA MONSALVE