Overview
Work History
Education
Software
Timeline
Generic

Rosalye Garcia-Robiou

Call Center Supervisor
Tampa,United States

Overview

11
11
years of professional experience
2
2
years of post-secondary education
1
1
Language

Work History

Bilingual Call Center Supervisor

Maximus Federal Service
Riverview, FL
10.2020 - Current
  • Established and oversaw performance targets for call center associates.
  • Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
  • Maintained call center equipment in good working order to maximize productivity.
  • Determined quality assurance benchmarks and set standards for improvement.
  • Created clear and effective policies governing all aspects of employee work and interaction with customers.
  • Effectively managed assigned cases, collecting and documenting details using Software.
  • Prepared agendas and took notes at meetings to archive proceedings.
  • Trained team members on performance metrics and consumer behavior identification.
  • Collaborated with training team to boost product support and certification training initiatives.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.

Telesales Representative

One Touch Direct
Tampa, FL
03.2020 - 09.2020
  • Recorded contact information of customers and potential customers in internal database.
  • Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
  • Escalated concerns or advanced problem calls to management staff.
  • Answered inbound telephone calls from interested customers to persuasively discuss offerings.
  • Overcame objections using friendly, persuasive strategies.
  • Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
  • Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.
  • Trained and mentored new telemarketers on best practices, communication strategies and performance standards.
  • Recorded and updated customer information in online systems.
  • Built relationships with customers using strong persuasion and active listening skills.
  • Troubleshot problems for callers and helped independently resolve common issues.
  • Informed current and prospective customers of promotions and new or upgraded products.
  • Followed up with customers to solicit further sales.
  • Asked pertinent questions to understand customer requirements.

COVID-19 Contact Tracer

Solex Employment Solutions
Tampa, FL
03.2020 - 07.2020
  • Communicated with documented COVID-19 patients and other exposed persons via phone call, text, e-mail and other platforms.
  • Investigated and identified confirmed and suspected coronavirus cases, also documenting potentially affected contacts.
  • Lent daily assessment of health screen and symptom data.
  • Provided educational and informational resources regarding isolation policies and quarantine measures.
  • Performed record keeping by logging client information within secure contact-tracing software.
  • Resolved problems, improved operations and provided exceptional service.
  • Improved operations through consistent hard work and dedication.
  • Developed team communications and information for meetings.

Insurance Agent

Combined Insurance
White Plains, N.Y.
11.2018 - 02.2019
  • Determined client needs and financial situations by listening and scheduling fact-finding appointments.
  • Approached potential clients by using direct marketing mailings and phone contacts.
  • Cultivated new business by offering presentations on financial well-being to individuals and groups on term and whole life insurance.
  • Spent ample time with each customer, verbally reviewing and explaining documents for client comprehension.
  • Responded to customer calls swiftly to resolve issues and answer questions.
  • Scheduled fact-finding appointments and consultations to determine client needs and overall financial situations.
  • Worked to accommodate new and different insurance requests and explored new value opportunities to optimize insurance agency reputation.
  • Maintained high standards of customer service by building relationships with clients.
  • Upsold additional products and services after identifying customer needs and requirements.
  • Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
  • Remained impartial in order to advise clients based on circumstances.
  • Conducted annual reviews of existing policies to update information.
  • Finalized sales and collected necessary deposits.

C.N.A.

Westchester Medical Center
White Plains , N.Y.
09.2015 - 11.2018
  • Delivered individualized patient care by recording vital signs, documenting observations, administering treatments and evaluating patient needs.
  • Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
  • Obtained client medical history, medication information, symptoms and allergies.
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
  • Monitored patient specimen samples and test results to effectively alert supervisors of potentially unhealthy changes.
  • Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
  • Facilitated personal hygiene management, feeding and ambulation.
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
  • Conferred with multidisciplinary healthcare team to help effectively manage patient conditions with regular testing and vitals assessments.
  • Transported patients between rooms and appointments or testing locations.
  • Maintained best-in-class standards for individualized care in Number-bed unit by continuously checking in with patients and families and quickly providing care.

Receptionist

CBS Inc
Queens, N.Y.
02.2010 - 07.2015
  • Managed multiple tasks and met time-sensitive deadlines.
  • Confirmed appointments, communicated with clients and updated client records.
  • Answered central telephone system and directed calls accordingly.
  • Troubleshot copy machines and printers and scheduled service as needed.
  • Answered large volume of incoming calls daily to resolve customer issues and schedule appointments.
  • Resolved customer problems and complaints.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Maintained confidentiality of information regarding clients and company.
  • Scheduled and confirmed appointments and meetings for senior management team.
  • Restocked supplies and submitted purchase orders to maintain stock levels.
  • Responded to inquiries from callers seeking information.
  • Sorted, received and distributed mail correspondence between departments and personnel.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Provided clerical support to company employees by copying, faxing and filing documents.

Education

High School Diploma - Accounting

Continental Academy Online School
Boca Raton, FL
01.2001 - 05.2002

Medical Assistance - Medical Assisting Associates Degree

Sanford Brown Institute
White Plains
01.2007 - 12.2007

Software

  • Word/ Excel

Timeline

Bilingual Call Center Supervisor

Maximus Federal Service
10.2020 - Current

Telesales Representative

One Touch Direct
03.2020 - 09.2020

COVID-19 Contact Tracer

Solex Employment Solutions
03.2020 - 07.2020

Insurance Agent

Combined Insurance
11.2018 - 02.2019

C.N.A.

Westchester Medical Center
09.2015 - 11.2018

Receptionist

CBS Inc
02.2010 - 07.2015

Medical Assistance - Medical Assisting Associates Degree

Sanford Brown Institute
01.2007 - 12.2007

High School Diploma - Accounting

Continental Academy Online School
01.2001 - 05.2002

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Rosalye Garcia-RobiouCall Center Supervisor