Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Affiliations
Timeline
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Vanessa Rosas

Vanessa Rosas

Las Vegas,NEVADA

Summary

With more than several years experience in the call center industry, I am a results driven individual that leads teams to provide first class customer experiences. I have had the opportunity to develop my skills in areas of Customer Service Management (CSM), Operational/Project Management & Leadership; which have allowed me to grow and develop new, effective methods to effectively lead teams across the business to achieve exceptional results.

Overview

13
13
years of professional experience

Work History

Senior Program Manager

RDI Corporation
Henderson, NV
10.2018 - Current
  • Delegated work to staff, setting priorities and goals.
  • Provided leadership, insight and mentoring to team.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Held regular one-on-one meetings with employees to review performance and provide feedback.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
  • Motivated and promoted team employees from within for key leadership roles.

Customer Care Team Manager

Firstservice Residential
Las Vegas, NV
04.2011 - 10.2018
  • Monitored daily performance of team members to ensure quality customer care standards were met.
  • Reviewed and responded to customer feedback in order to identify areas for improvement.
  • Established clear goals and objectives for the team in order to meet business targets.
  • Identified potential problems before they occur in order to provide proactive solutions.
  • Worked closely with senior management on strategic initiatives related to customer care.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Created and managed budgets for teambuilding activities.

Education

High School Diploma -

Burk Prep
Las Vegas, NV
06-2003

Skills

  • Project Leadership
  • Employee Motivation
  • Problem-solving skills
  • Call Center Operations

Languages

Spanish
Professional

Accomplishments

  • Leadership Henderson Graduate- Class of 2022

Affiliations

  • Angel Charitable Foundation Committee Member

Timeline

Senior Program Manager

RDI Corporation
10.2018 - Current

Customer Care Team Manager

Firstservice Residential
04.2011 - 10.2018

High School Diploma -

Burk Prep

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Vanessa Rosas