Quachita Giraldo
Chiefland,FL
Summary
Proven leader in enhancing customer satisfaction and team performance at Campus USA Credit Union, adept in call monitoring and coaching. Elevated service quality through effective feedback and mentoring, achieving notable first-call resolution rates. Skilled in fostering teamwork and promoting a positive work environment, demonstrating both hard and soft skills critical for service excellence.
Overview
11
11
years of professional experience
Work History
Call Center Supervisor
Campus USA Credit Union
04.2022 - Current
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
Service Specialist
Campus USA Credit Union
04.2018 - 04.2022
- Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally.
- Evaluated systems according to predetermined checklist and noted issues.
- Responded to customer requests for products, services, and company information.
Server
V Pizza
08.2016 - 04.2018
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
Lead Server
The Village Retirement Community
03.2014 - 04.2017
- Managed high volume dining periods with effective time management and strong multitasking abilities.
- Promoted a positive workplace culture through teamwork, open communication, and mutual support among coworkers.
- Cultivated warm relationships with regular customers.
- Oversaw daily operations of service team, delegated tasks, and trained new staff.
- Collaborated with kitchen staff to ensure accurate and timely delivery of meals, resulting in higher customer satisfaction rates.
Education
High School Diploma -
Eastside High School
Gainesville, FL06.2015
Skills
- Call Monitoring
- Quality Assurance
- Coaching and Mentoring
- Staff Motivation
Timeline
Call Center Supervisor
Campus USA Credit Union
04.2022 - Current
Service Specialist
Campus USA Credit Union
04.2018 - 04.2022
Server
V Pizza
08.2016 - 04.2018
Lead Server
The Village Retirement Community
03.2014 - 04.2017
High School Diploma -
Eastside High School
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