Shayna Collazo
Mulberry,FL
Summary
Talented Supervisor / Trainer proven successful in leading administrative team members in high-volume Call Center settings. Knowledgeable about Insurance regulations, managing files and producing professional correspondence for diverse needs. Articulate communicator with strong attention to detail and superior work ethic.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor / Trainer
GEICO
Lakeland, FL
05.2002 - 12.2023
- Drove positive customer satisfaction levels by providing successful training to associates.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
- Assisted in developing training materials for new hires as well as existing employees.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
Customer Service Representative
GEICO
Lakeland, FL
05.1998 - 05.2002
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered customer inquiries and provided accurate information regarding products and services.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Education
Associate of Arts - Business
Polk State College
Winter Haven, FL05.2011
Skills
- Time Management
- Performance Evaluation
- Decision-Making
- Records Management
- Team Building and Leadership
- Complaint Resolution
Certification
- 2-20 Licensed Agent (D020058) Since October 2002.
Accomplishments
- Regionally ranked Number 1 Trainer
Timeline
Customer Service Supervisor / Trainer
GEICO
05.2002 - 12.2023
Customer Service Representative
GEICO
05.1998 - 05.2002
Associate of Arts - Business
Polk State College
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