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
06.2024 - 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
11.2023 - 02.2024
- 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
01.2021 - 11.2023
- 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
01.2020 - 11.2020
- 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
06.2024 - Current
BI-LINGUAL CALL CENTER SUPERVISOR
Maximus - Get Covered New Jersey Project
11.2023 - 02.2024
BI-LINGUAL CALL CENTER SUPERVISOR
Maximus - California Department Of Public Health Project
01.2021 - 11.2023
BI-LINGUAL CALL CENTER SUPERVISOR
Maximus Federal - US Census 2020 Project
01.2020 - 11.2020
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
Similar Profiles
Kordillia ThompsonKordillia Thompson
CSRII at Maximus FederalCSRII at Maximus Federal
ANIKA MerrickANIKA Merrick
Customer Service Representative Agent at Maximus FederalCustomer Service Representative Agent at Maximus Federal
Lilian HolmesLilian Holmes
Senior IT Auditor at Maximus FederalSenior IT Auditor at Maximus Federal