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

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

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

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

Prepared performance reports and managed payroll data for operational accuracy.

Assisted in onboarding new employees and creating targeted coaching plans for improvement.

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.