SEOINTAIE BRISTOL
Oviedo,FL
Summary
Experienced call center Quality Analyst with proven customer service and call resolution skills. Ability to thrive in fast-paced environments while maintaining high performance levels and staying focused on putting customers’ needs first. Successfully coach and train employees. I possess a can-do attitude at all times, and maintain a smile that is contagious. I am socially responsible, ethical and I thrive on challenges.
Energetic Office Manager equipped to support day-to-day operational functions and accomplish business goals. Blends advanced organizational, technical and business expertise to enhance workflows. Focused on attentively assisting office staff and customers and identifying opportunities for improvement.
Overview
10
10
years of professional experience
Work History
Senior Representative
CVS HEALTH CORPORATION
08.2023 - Current
- Resolved issues through careful research and follow-up with customers.
- Provided detailed performance reports for management review, facilitating data-driven decision making.
- Supported team members in their daily tasks, fostering a cohesive and productive work environment.
- Strengthened client relationships through excellent communication skills and consistent followup.
- Reduced customer complaints with proactive problem-solving and prompt issue resolution.
Office Manager
Ashley Furniture Homestore
11.2020 - 07.2023
- Managed office inventory and placed new supply orders.
- Monitored payments due from clients and promptly contacted clients with past due payments.
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
- Managed, scheduled and coordinated office functions and activities for employees.
- Implemented and maintained company protocols to facilitate smooth daily activities.
- Trained and mentored administrative staff members in company policies, daily task execution and industry best practices.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Recruited and trained new employees to meet job requirements.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Coordinated office activities and operations to secure efficiency and compliance with company policies.
- Coded and entered daily invoices with in-house accounting software.
- Reviewed files and records to obtain information and respond to requests.
- Oversaw receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
Quality Assurance Analyst
24-7 Intouch
11.2017 - 06.2019
- Promoted to this position for exhibiting high productivity level, superior knowledge of policies/protocols, and excellent call-resolution including exceptional de-escalation skills
- Executed company Quality Assurance strategy to ensure complete customer satisfaction throughout every call/contact
- Interpreted data, formulated reports and made recommendations to improve customer satisfaction and employee adherence to established procedures
- Analyzed call data to determine employee training needs
- Trained agents in rapport-building to meet first-call resolution goals
- Ranked #1 on the service floor for accuracy, average handle time and de-escalation ability
- Promoted to this position from Customer Service Representative
- Recognized for highest level of attendance.
Behavior Technician
Carlton Palms Educational Center
03.2015 - 09.2017
- Provided one-on-one support to clients with autism spectrum disorders, addressing unique behavioral needs.
- Implemented crisis intervention strategies when necessary to maintain a safe environment for both staff and clients alike during high-stress situations.
- Enhanced client progress by implementing individualized behavior intervention plans.
- Promoted positive behaviors by reinforcing desired actions and effectively addressing challenging issues.
Education
Jobs Partnership -
06.2020
Associates degree -
Seminole State College
07.2015
High School Diploma -
Edgewater High School
05.2007
Skills
- Quick Learner
- Socially Perceptive
- Active Listener
- Prioritizes customers’ needs
- Proven leader
- Can-do attitude
- Attention to detail
- Professional
- Communication
- Problem solving
- Critical thinking
- Team leadership
- Staff Training
- Operations Management
- Customer Service
- Office Management
- Organizational Skills
- Training and Development
- Data Entry
- File and Data Retrieval Systems
- Policy Implementation
- Team Supervision
- Accounts Payable and Receivable
- Training and Coaching
- Customer Relations
- Inventory Control
- Office Administration
- Employee Supervision
- Relationship Building
Timeline
Senior Representative
CVS HEALTH CORPORATION
08.2023 - Current
Office Manager
Ashley Furniture Homestore
11.2020 - 07.2023
Quality Assurance Analyst
24-7 Intouch
11.2017 - 06.2019
Behavior Technician
Carlton Palms Educational Center
03.2015 - 09.2017
Jobs Partnership -
Associates degree -
Seminole State College
High School Diploma -
Edgewater High School