Gabriela - Account Supervisor with 10+ years in Education and Customer Service

Tegucigalpa, Francisco Morazán Department, Hondurasen

Managed and supervised a team of call center agents to ensure performance standards.

Implemented KPI tracking and quality improvement strategies resulting in enhanced call center operations.

Published on CazVid

Summary

Experienced supervisor managing call center operations, focusing on KPI tracking, team motivation, and bilingual communication support.

Key Achievements

Supported bilingual communication through translation and interpretation services for diverse customer needs.

Skills

Team ManagementAdvanced

Led and motivated teams to achieve performance goals in a call center environment.

Performance MonitoringAdvanced

Tracked and analyzed KPIs like schedule adherence, occupancy, and conformance to improve service quality.

Communication SkillsExpert

Provided bilingual support through translation and interpretation to facilitate effective communication.

Reporting & Data AnalysisIntermediate

Prepared performance reports and managed payroll data for operational accuracy.

Onboarding & Training

Experience

Account Supervisor

STATE OF FLORIDA'S EDUCATION DEPARTMENT

May 2022 - Present

In charge of managing and overseeing a team of call center agents., Supporting agent's needs., Providing constant motivation through feedback and communication., Measuring KPI’s like schedule adherence, occupancy, conformance etc., Improving quality of results by recommending changes., Keeping track of employee attendance., Assisting on the onboarding of new employees., Preparing monthly and weekly performance reports., Keeping track of payroll and making sure it is accurate weekly., Creates targets and goals for improvement through coachings., Assistance in all related activities of receiving and making telephone calls providing the translation and interpretation services required for efficient communication and satisfaction of customer needs in two languages.