VERONICA PORTILLO
Louisville,KY
Summary
Highly-motivated employee with desire to take on new challenges. Energetic work attitude. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
15
15
years of professional experience
Work History
Enrollment Specialist
Malone Workforce Solutions (ADP)
08.2024 - Current
- Dedicated benefits specialist assisting employees and retirees with annual enrollment, benefits administration, and customer support.
- Strong problem-solving skills and attention to detail in guiding individuals through the enrollment process.
- Assisted employees and retirees with annual enrollment, explaining benefits options and eligibility.
- Provided one-on-one support to resolve benefits-related questions and issues.
- Supported annual benefits enrollment by guiding employees through selection processes.
- Assisted in troubleshooting enrollment issues and escalating concerns as needed.
Supervisor of Content Moderation
Teleperformance USA
03.2020 - 05.2023
- Worked as a team lead for a popular social media platform responsible for moderation of its content.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Maintained updated knowledge through continuing education and advanced training.
- Responsible for a team of 20 plus social media content moderators.
- Ensure team kept up to date on ever changing trends and news on the social media platform.
- Coached staff members to develop long-term career goals.
- Monitored employee productivity to provide constructive feedback and coaching.
- Coordinated employee schedules according to shift changes and client needs.
- Responsible for team time keeping.
- Reviewed completed work to verify consistency, quality and conformance.
- Established and enforced clear goals to keep employees working collaboratively.
- Provided ongoing training on policies changes to meet client expectations.
- Initiated Performance Improvement Plans for those in need of closer guidance and coaching on outlined policies.
Training/Team Lead
Federal Student Aid Information Center
10.2018 - 03.2020
- Monitors individual, team, and call center daily activities and results to identify and act on both to ensure performance standards are met and/or exceeded
- Responsible for keeping up to date on best practices for call center environment and identifying ways to continuously improve operations
- Provides regular reporting and analytics to key stakeholders and business partner as appropriate
- Provides call center forecasting and anticipates workload of inbound calls
- Acting as an information source and answering agents’ questions, assigning tasks, following up and giving instructions as needed
- Resolving candidate and internal complaints and questions according to service level agreements
- Supported the Federal Student Aid Information Center an assisted students and parents of students in completing the FAFSA application
- Answered questions regarding customer financial and tax information needed for the application process
- Assisted customers in researching customer federal loan information and options to pay back their loans
- Sent customers Student Aid Reports when corrections were needed to be made on their application
- Walked students though the process of setting up their online accounts to provide their electronica signature on their application
Quality Analyst Team Lead
DXC Technology/Perspecta, United States Citizenship and Immigration Services
10.2012 - 10.2018
- Supported the development of the Quality Plan and maintains the Quality Plan, documenting process changes for all quality related tasks
- Adopted client quality evaluation form based on 21 customer service behaviors
- Average quality scores from contract start are 96+% and accuracy scores of 98.5%
- Produce monthly quality reports that include the number of evaluations completed, the quality scores, accuracy scores, trends identified and resulting actions
- Created scorecard that measures quality and accuracy scores, as well as attendance, adherence, and other factors
- Lead a team of 12 quality analysts, providing guidance and oversight on: quality evaluation criteria, providing both positive and negative feedback to the specialists, and verifying the quality of the quality analysts’ work
- Lead monthly calibration sessions for one English and one Spanish call with the client to keep the HPES team and the USCIS team calibrated
- Lead weekly internal calibration sessions with all quality analysts and supervisors to maintain consistency in evaluations
- Maintain the CW Quality Management Module
- Collaborate with the whole contact center team to effectively manage operations and provide an integrated approach to meeting quality targets and service levels; including senior leadership, training, supervisors, WFM, and reporting
- Provide an overview of the quality program and evaluation forms to every new hire class to make certain that they understand the mission criticality of the position and the impact they have on people’s lives every day; and how performance will be measured against a standard set of criteria This includes listening to examples of calls that have received a perfect score
Quality Analyst
GC Services/Alagasco
11.2010 - 10.2012
- Only analyst with the project so acted as the Quality Lead and interfaced with team leadership
- Observe 10 calls a month for each customer service representative based on the customer service standards provided by the client
- Ensure company guidelines, policies and procedures are met on every call taken by each customer service representative
- Provide feedback daily to representatives to improve the quality of their calls and make certain the customer receives outstanding customer service
- Maintain open communication with the client to ensure any new information and guidelines are provided
- Lead monthly calibration sessions with the Client
- Created trending reports, spreadsheets and power point presentations for training opportunities
Customer Service Representative
GC Services/Southern California Edison
08.2010 - 11.2010
- Assisted customers in helping pay their utility service
- Provided customers with options that fit their financial needs to pay off large balances owing on their utility service
- Provided the customers with tips on saving energy to help lower their monthly utility bill
- Assisted customers to getting them to the appropriate departments in the company based on their needs for the call
Customer Service Representative
Alorica
10.2009 - 07.2010
- Provided customer service for an average of 60 calls per day, answering customer inquiries, solving problems, and providing new product information
- Preformed basic troubleshooting on customer cell phone devices
- Assisted customer in choosing products and plans that fit their financial needs
- Described product to customers and accurately explained details and care of merchandise
Education
Some College (No Degree) - Business Administration And Management
Park University
Kansas City, MOHigh School Diploma -
Americas High School
El Paso, TX05.2004
Skills
- Performance Improvement
- Action Plans
- Communication
- Project Leadership
- Staff Discipline
- Business Administration
- Team Building
- Goal-Oriented
- Training and Development
- Policy Enforcement
Timeline
Enrollment Specialist
Malone Workforce Solutions (ADP)
08.2024 - Current
Supervisor of Content Moderation
Teleperformance USA
03.2020 - 05.2023
Training/Team Lead
Federal Student Aid Information Center
10.2018 - 03.2020
Quality Analyst Team Lead
DXC Technology/Perspecta, United States Citizenship and Immigration Services
10.2012 - 10.2018
Quality Analyst
GC Services/Alagasco
11.2010 - 10.2012
Customer Service Representative
GC Services/Southern California Edison
08.2010 - 11.2010
Customer Service Representative
Alorica
10.2009 - 07.2010
High School Diploma -
Americas High School
Some College (No Degree) - Business Administration And Management
Park University
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