Saoirse Romboldi
Plymouth,MA
Summary
Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.
Results-driven Call Center Manager focused on developing and leading exceptional call center teams. Motivational leader with a strong record of success in the field.
Accomplished in improving customer satisfaction, increasing quality and reducing call times with hands-on leadership of call center employees. Evaluates staff performance against forecasted trends and makes proactive adjustments to policies and procedures.
Overview
10
10
years of professional experience
Work History
Call Center Supervisor
Blue Cross And Blue Shield
Boston, MA
12.2017 - 06.2022
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Supervised over 50 customer care representatives in providing excellent customer service to callers requiring assistance for insurance policy questions and reimbursement reviews & coverage related issues.
Customer Service Manager
Eirecom Ltd Dublin
Co. Dublin , Ireland
05.2002 - 11.2007
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
Education
Associate Of Applied Business - Business
Umass
Boston, MA05.2017
Associate Of Business Administration - Business Administration
Massachusetts Bay Community College
Wellesley Hills, MA06.2013
Skills
- Staff Training
- Quality Control Optimization
- Technical Proficiency
- Customer Needs Assessments
- Employee Coaching and Motivation
- Information Tracking
- Report Preparation and Analysis
- Behavior Identification
- Professional Relationships
- Maintaining Clean Work Areas
- Inventory Control Processes
- Administration and Reporting
- Scheduling and Coordinating
- Benchmark Setting
- Client Satisfaction
- Performance Tracking and Evaluations
- Special Assignments
- Call Center Software
- Operational Efficiency
- Constructive Feedback
- Managing Operations and Efficiency
- Team Management
- Continuous Quality Improvement (CQI)
- Personnel Recruitment
- Transfer Processes
- Reading Comprehension
- Visual Merchandising
- Payroll Administration
- Customer Loyalty
- Contact Center Software
- Safety Awareness
- Lead Follow-Up
- Accounts Payable and Accounts Receivable
- Consultative Sales Approach
- Brand Awareness
- User Experience
- Referral Network
- Workflow Processes
- Collaborative Environments
- Strategic Vision
- Safety Rules
- Customer Care
- Clerical Support
- Consistent Presentations
- Assignment Delegation
- Employee Support
- Team-Building Exercises
- Quality Improvement Strategy
- Social Media Platforms
- Information Updates
- Advertising Initiatives
- Customer Feedback
- Efficient Service
- POS Inventory System Operation
- Motivational Leadership
- Data Accuracy
- Job Assignments
- Keyboard Entry
- Key Performance Indicators (KPIs)
- Supervisory Abilities
- Data Communications
- Individual Sessions
- Corrective Actions
- Employee Performance Reviews
- Disciplinary Action
- Morale Improvements
- Office Organization
- Best Practices and Standards
- Basic Medical Terminology
- Intuit QuickBooks
- Guest Services
- Inventory Audits
- Human Resource Management
- Adaptable and Resilient
- Electronic Invoicing
- Protocol Adherence
- Travel Coordination
- Performance Appraisal
- Friendly and Relatable
- Variance Resolutions
- Data Integrity
- Information Security
- Meeting Coordination and Support
- Promotions Programs
- Promotional Events
- Guest Experiences
- Fiscal Management
- Contracts and Vendor Agreements
- Confidence and Drive
- Government Rules and Regulations
- Remote Work Coordination
- Data Analysis and Modeling
- Market Opportunities
- Member Services
- Bilingual
Languages
Irish
Native or Bilingual
Italian
Limited Working
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Whether you think you can or whether you think you can’t, you’re right!
Henry Ford
Timeline
Call Center Supervisor
Blue Cross And Blue Shield
12.2017 - 06.2022
Customer Service Manager
Eirecom Ltd Dublin
05.2002 - 11.2007
Associate Of Applied Business - Business
Umass
Associate Of Business Administration - Business Administration
Massachusetts Bay Community College