Yelba Mojica
Gaithersburg
Summary
Dynamic Call Center Manager at Manna Food Center, one of the largest food banks in Montgomery County. Skilled in analyzing customer feedback to drive improvements, fostering a motivated workplace culture, and training staff to exceed performance targets. Committed to enhancing customer satisfaction and operational efficiency.
Overview
13
13
years of professional experience
Work History
Call Center Manager
Manna Food Center
03.2012 - 02.2025
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Led weekly team meetings to review performance, set targets and motivate staff.
- Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
- Evaluated data to identify trends and determine customer service needs.
- Analyzed customer feedback to identify improvement opportunities and develop action plans.
Education
Associate of Arts - Communications
Montgomery College
Takoma Park, MD05-1984
Skills
- Effective Team Coaching Techniques
- Conflict Resolution Expertise
- Employee motivation
- Staff training
Accomplishments
- Achieved [Result] by completing [Task] with accuracy and efficiency.
- Collaborated with team of [Number] in the development of [Project name].
- Supervised team of [Number] staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Languages
Spanish
Native or Bilingual
Timeline
Call Center Manager
Manna Food Center
03.2012 - 02.2025
Associate of Arts - Communications
Montgomery College
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