Sandra De La Guardia

• Supervised daily customer service operations and staff performance.
• Trained new employees on company policies and customer service protocols.
• Conducted regular team meetings to discuss updates and motivate staff engagement.
• Collaborated with management to develop training programs for ongoing employee development.
• Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
• Evaluated employee job performance and motivated staff to improve productivity.
• Monitored team metrics to identify areas for improvement and coaching opportunities.

Currently, I perform all duties of a Field Support Representative. I also assist with Route Management duties for the Capital Team. Duties include but are not limited to:

• Supporting technicians during installations so that they could complete their work in a timely manner
• Dispatching service technicians to resolve service problems using work tools such as OFSC.
• Monitoring technician routes throughout the day to ensure they are on schedule
• Communicate with all partners, including vendors, upper management and peers regarding pending commercial, service & installation calls.
• Deliver outstanding caller service to our contractors & technicians on each field visit to meet corporate guidelines.
• Analyze equipment data using MTA inspector & Smart RG applications to isolate and diagnose faults.
• Configure all hardware devices and software settings to optimize network performance.

• Supervised, directed and motivated a team of 25 Representatives (direct reports) and up to 150 indirect reports in a call center setting/environment
• Ranked #1 (out of 14 in office) in 2018 in Overall Target Attainment.
• Identified and corrected performance and personnel issues negatively impacting team and business operations via coaching, development and corrective action if necessary.
• Spearheaded transformation of work place culture by implementing "Daily Mail" , Office Recognition Incentive, and several other projects - increasing production, reducing turnover, eliminating waste and enhancing quality within a projected timeline
• Enhanced group and individual productivity metrics via coaching and development and implementation of new strategies
• First Call Resolution, Adherence to Open and Average Handle time Subject Matter expert
• Served as Liaison with the Information Technology Group as disaster recovery Supervisor during call center outages.
• Assumed Call Center Manager's responsibilities during Call Center Manager's absence

Performed, met and exceeded all duties and targets of a Representative in a heavy inbound call center.

• Delivered exemplary customer service and support by remaining poised in most stressful situations
• Used multiple systems for order placement, billing and documentation of customer contacts
• Responded quickly to customer complaints and used deescalation techniques to initiate problem resolution
• Followed a standardized call flow with excellence to create a positive customer experience, which I went on to be promoted and subsequently trained and coached other individuals to same call flow
• Cross-trained on Team leader's and leadership responsibilities to handle additional duties during peak periods
• Worked with other departments (such as dispatch or repair) to resolve customer needs and complaints

Job duties included account sales and development of an assigned sales territory. Job responsibilities also included all aspects of supervising delivery truck drivers and product merchandisers .

• Monitored multiple databases to keep track of all company inventory.
• Assisted companies with rectifying safety and hazard issues.
• Analyzed job and work sites and reported on hazards, recommendations and successful corrections.
• Worked with HR staff to track and update paid time off as well as overtime for Drivers and Merchandisers in an accurate and efficient manner.
• Identified and addressed performance issues via coaching, training and if necessary corrective action.