YOLANDA M GUILLÉN
Anthony,TX
Summary
Proven, self-motivated Management Professional with demonstrated success in Operations, Project Management, and People Development in Fortune 500 Companies. Collaborates effectively with a diverse group of people and cross-functional teams and influences stakeholders at all levels of an organization. Experienced ERG and DE&I Leader who successfully develops motivated professionals that contribute to departmental and organizational goals, therefore successfully attaining company objectives.
Overview
4
4
years of professional experience
1
1
Certification
Work History
CALL CENTER SUPERVISOR
Maximus Federal - FEMA Contingency Project
2024.06 - Current
- Perform operational tasks to ensure FEMA project and program service level requirements and goals are met, including analyzing direct reports’ quality performance, trending call types, and providing coaching on a regular basis.
- Delivering training programs according to course requirements and preparing materials to be presented.
- Monitored an average of 10 quality calls daily and provided individual constructive feedback to enhance performance and address areas needing improvement.
- Trained 20 team members on performance metrics and consumer behavior identification.
BI-LINGUAL CALL CENTER SUPERVISOR
Maximus - Get Covered New Jersey Project
2023.11 - 2024.02
- Monitored an average of 20 quality calls daily and provided individual constructive feedback to enhance performance and address areas needing improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Improved customer satisfaction by effectively resolving daily escalated issues and providing timely support within 24 hours.
- Audited and identified gaps in the GCNJ process and managed teams to comply with ISO and SOA quality policies and objectives.
BI-LINGUAL CALL CENTER SUPERVISOR
Maximus - California Department Of Public Health Project
2021.01 - 2023.11
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Improved productivity of customer service team by leading training initiatives and revamping schedules.
- Facilitated regular team meetings to discuss challenges, successes, and strategies.
- Communicated customer feedback and complaints to team members to promote the proper resolution.
- Developed and enforced policies and procedures for compliance with company policies.
- Maximized employee retention, fostering a supportive work environment and offering growth opportunities.
- Created an inclusive work environment that embraced diversity while maintaining professionalism at all times.
- Surpassing service level agreement and maintaining an average quality score of 98%, Adherence of 99%, and reducing AHT by 30%.
BI-LINGUAL CALL CENTER SUPERVISOR
Maximus Federal - US Census 2020 Project
2020.01 - 2020.11
- Supervised a team of 32 front-end bilingual and monolingual associates with the 2020 Federal Census.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
Education
MBA - Business Management
New Mexico State University
Las Cruces, NM05.2026
Bachelor of Arts - Industrial Management
New Mexico Highlands University
Las Vegas, NM05.1984
Skills
- Employee Motivation
- Customer service focus
- Documentation Expertise
- Coaching and Mentoring,
Certification
- New Mexico Notary Public, Toastmasters Competent Communicator, Certified Toastmasters - Competent Leader
Timeline
CALL CENTER SUPERVISOR
Maximus Federal - FEMA Contingency Project
2024.06 - Current
BI-LINGUAL CALL CENTER SUPERVISOR
Maximus - Get Covered New Jersey Project
2023.11 - 2024.02
BI-LINGUAL CALL CENTER SUPERVISOR
Maximus - California Department Of Public Health Project
2021.01 - 2023.11
BI-LINGUAL CALL CENTER SUPERVISOR
Maximus Federal - US Census 2020 Project
2020.01 - 2020.11
MBA - Business Management
New Mexico State University
Bachelor of Arts - Industrial Management
New Mexico Highlands University
- New Mexico Notary Public, Toastmasters Competent Communicator, Certified Toastmasters - Competent Leader
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