Valeria Agust
Buckeye,AZ
Summary
Personable and highly organized individual with strong ability to manage and motivate teams in fast-paced contact center environment. Possesses solid understanding of customer service principles and expertise in communication and problem-solving. Dedicated to driving team performance and enhancing customer satisfaction.
Overview
3
3
years of professional experience
Work History
Contact Center Team Leader
Epiq Class Action and Mass Tort Solutions
12.2023 - 12.2024
- Ensured quality service delivery by monitoring calls, providing feedback, and addressing areas for improvement.
- Managed staffing levels to ensure adequate coverage during peak periods, reducing wait times and abandoned calls.
- Set performance targets for team members, holding them accountable for meeting goals and celebrating successes together.
- Collaborated cross-functionally with other departments to develop integrated solutions for client needs.
Babysitter
Megan Behrens
01.2022 - 01.2024
- Played games, worked on puzzles, and read books to young children.
- Communicated positively with children and guardians.
- Maintained a clean and organized environment to ensure the well-being of children under care.
- Reassured children when upset providing emotional support and stability.
Contact Center Representative
Epiq Class Action and Mass Tort Solutions
06.2022 - 09.2023
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
Material Handler Team Lead
Rauch North America
09.2021 - 05.2022
- Maintained a clean, organized work environment, promoting employee satisfaction and operational efficiency.
- Streamlined communication channels within the team, enabling quick resolution of issues and facilitating a more cohesive work environment.
- Provided motivation and support to team members, inspiring high levels of dedication and commitment towards goals.
- Oversaw quality control measures during all stages of material handling, ensuring compliance with industry standards.
Education
High School Diploma -
Western School of Science And Technology
Phoenix, AZ06-2021
Skills
- Team motivation
- Coaching and mentoring
- Problem-solving skills
- Attention to detail
Languages
Spanish
Native or Bilingual
Timeline
Contact Center Team Leader
Epiq Class Action and Mass Tort Solutions
12.2023 - 12.2024
Contact Center Representative
Epiq Class Action and Mass Tort Solutions
06.2022 - 09.2023
Babysitter
Megan Behrens
01.2022 - 01.2024
Material Handler Team Lead
Rauch North America
09.2021 - 05.2022
High School Diploma -
Western School of Science And Technology
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