Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tomacita Flores

Pontiac

Summary

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Overview

10
10
years of professional experience

Work History

Quality Assurance Analyst

Flagstar Bank
01.2019 - Current
  • Utilize my active listening skills to monitor and evaluate call center interactions effectively.
  • Collaborate with fellow Quality Analysts and management during calibration sessions to ensure uniformity in evaluation scores through my team-building skills.
  • Leverage my customer service abilities and subject matter expertise to foster employee development and drive process improvements.
  • Employ my communication skills to share evaluation results and provide constructive feedback to agents, helping them enhance their soft skills and align with company expectations.
  • Capitalize on my knowledge of company programs and technology to generate reports outlining agent behaviors observed during monitoring for management review.
  • Commit to ongoing training to stay current and maintain expertise in content as needed.
  • Apply my multitasking abilities by assisting with customer calls to uphold subject matter expertise, contribute to achieving contact center goals, and provide relevant feedback based on personal experiences.
  • Engaged in training sessions for new hires by delivering presentations to both agents and leadership on company expectations.
  • Created and generated verification reports to reduce instances of fraud within the call center.

Customer Service Representative

Dynamic BDC
05.2018 - 01.2019
  • Operated effectively in a dynamic environment while managing a high volume of calls to minimize average queue times.
  • Addressed inbound and outbound calls to educate customers about the nationwide automotive recall, ensuring their safety and preventing potential injuries.
  • Leveraged teamwork and software proficiency by collaborating with dealers and utilizing their websites to help customers schedule appointments efficiently.

Supervisor

Airvoice Wireless
06.2015 - 05.2018
  • Utilized problem-solving abilities to manage calls that representatives were unable to resolve, effectively meeting customer needs.
  • Demonstrated leadership by observing and motivating representatives to ensure achievement of performance targets.
  • Applied teamwork skills by monitoring queue times and evaluating representatives to enhance overall efficiency.

Education

High School Diploma -

Oxford High School
Oxford, MI
05-2016

Skills

  • Fluent in Spanish

Timeline

Quality Assurance Analyst

Flagstar Bank
01.2019 - Current

Customer Service Representative

Dynamic BDC
05.2018 - 01.2019

Supervisor

Airvoice Wireless
06.2015 - 05.2018

High School Diploma -

Oxford High School

Similar Profiles

CREATE PROFILE
Tomacita Flores