Hi, I’m
Reyes Mitchell
Tucson,Arizona
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
10
years of professional experience
Work History
Pearl Interactive Network
Supervisor of Operations
02.2024 - Current
Job overview
- Evaluated staff performance regularly, offering constructive feedback designed to promote growth within their roles.
- Managed scheduling and workload distribution, maximizing productivity without overwhelming team members or compromising quality of work.
- Achieved high levels of customer satisfaction with consistent attention to detail and effective communication skills.
- Established clear expectations for team members, fostering a positive work environment through open communication and accountability.
Alight
Quality Assurance Specialist
04.2023 - 01.2024
Job overview
- Timely completion of assigned work with high accuracy, demonstrating an understanding of various Aon delivery models and best practices
- Active participation in training, calibration sessions, and outlier meetings
- Actively contribute to continuous improvement by identifying and communicating process improvements and business insights
- Support and facilitate tough coaching conversations with acceptable outcomes
- Coach, train, and develop Sales & Service Center colleagues (work with coach/manager)
- Hold associates accountable for behaviors that support the Aon policies and guidelines (e.g., Code of Business Conduct, HIPAA, Data Privacy).
DoorDash
Merchant Escalation Specialist
02.2022 - 03.2023
Job overview
- Utilize necessary CRM tools as well as external tools such as sales force, SIX SIGMA, Google Suite, and other internet sources
- Lead special projects in collaboration with upper management to establish four training resources for all new and existing team members
- Provide excellent customer service and answers to client questions within set standards
- Received eight high-performer awards for exceeding my metrics by 10%.
Carvana
Customer Service Advocate Retention Specialist
01.2021 - 02.2022
Job overview
- Maintained a sound knowledge of how the car buying experience works and how registration works in 50 states and performed efficient customer service while putting the customer first
- Adhered to appropriate legal scripting when required
- Cultivated customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Bankers Life Insurance
Unit Field Trainer
08.2017 - 02.2020
Job overview
- Analyzed company training methods and developed adjustments to rectify issues, increase efficiency, and exceed training goals
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help the company evolve and grow
- Verified long-term staff excellence by implementing updated and continuous training initiatives such as online modules, interactive programs, and language labs
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
Bell Ford
Service Advisor
01.2016 - 02.2017
Job overview
- Pleasantly greeted customers and asked open-ended questions to determine needs better
- Suggested add-on services that would be helpful to customers and improve bottom line
- Handled customer issues with confidence, using complex problem-solving to provide effective resolution.
Sears Auto Center
General Manager
01.2015 - 01.2016
Job overview
- Managed over 15 customer service reps and technicians at any given time
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning
- Motivated team members to meet and exceed objectives by setting goals, tracking performance daily and implementing improvement strategies.
Education
Universal Technical Institute, Avondale, AZ
Associate of Occupational Studies Degree: Automotive and General Motors
09.2015
Western Governors University, Mill Creek, Utah
Bachelor of Science from Information Technology
08.2027
Arizona Life and Health Insurance License
Google IT Support by Google
Skills
- Team Development
- Maintenance Oversight
- Staff Evaluation
- Recruitment and hiring
- Detail Oriented
- Quality Assurance
- Analytical Thinking
- Problem-solving skills
- Team Collaboration
- Internal Audits
Timeline
Supervisor of Operations
Pearl Interactive Network
02.2024 - Current
Quality Assurance Specialist
Alight
04.2023 - 01.2024
Merchant Escalation Specialist
DoorDash
02.2022 - 03.2023
Customer Service Advocate Retention Specialist
Carvana
01.2021 - 02.2022
Unit Field Trainer
Bankers Life Insurance
08.2017 - 02.2020
Service Advisor
Bell Ford
01.2016 - 02.2017
General Manager
Sears Auto Center
01.2015 - 01.2016
Universal Technical Institute
Associate of Occupational Studies Degree: Automotive and General Motors
Western Governors University
Bachelor of Science from Information Technology
Arizona Life and Health Insurance License
Google IT Support by Google
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