Maria - Customer Service & Team Leadership with 6+ years in Call Centers

Utilized software tools like Genesys and Citrix to handle customer inquiries efficiently and maintain service quality.

Built rapport with customers through bilingual support, negotiations, and personalized service to ensure satisfaction.

Supervised and mentored team members, conducted performance reviews, and created targeted improvement plans.

Resolved application and service issues, organized medical and insurance documentation, and supported technical inquiries.

Managed approximately 70 calls per day to address inquiries and issues., Maintain weekly metrics on target (Average Handle Time, 1 star review, Spotcheck and productivity).

Managed approximately 20 calls per day to address inquiries and issues., Conducted weekly performance reviews for a team of 15 team members., Conducted individual side-by-side sessions to identify areas of improvement and provide guidance in one-on-one meetings., Developed weekly individual action...

Troubleshoot application issues., Contact the store to generate the sale., Answer customer calls and assist or redirect., Inbound or outbound call-center customer service / collections., Data collections / maintenance., Negotiate with the customer to pay a debt., Cold / outbound calls for money...