Mariano - Contact Center Supervisor at Eminent Contact Solutions

Extensive experience overseeing teams, ensuring effective performance and development.

Proven ability to motivate and guide teams towards achieving organizational goals.

Competent in designing operational strategies to improve efficiency and service quality.

Skilled in implementing quality measures to enhance customer satisfaction.

Supervise daily operations of inbound and outbound teams., Conduct real-time monitoring, coaching, and performance evaluations., Deliver training programs to enhance service standards., Manage schedules, staffing, and operational reporting., Resolve escalations while fostering a positive and motivated team environment.

Generated leads, built a sales pipeline, and acquired new shipping clients., Provided quotes, booked orders, and coordinated with carriers., Oversaw load tracking and maintain communication with shippers, carriers, and dispatch teams.

Directed a team of 10 dispatchers overseeing assignments and project tracking., Coordinated dispatch and routing for a fleet of 300 vehicles., Investigated and resolved customer and shipper complaints.

Managed daily hotel operations, including scheduling and staff training., Oversaw budgeting, financial reporting, and cash handling., Implemented quality assurance measures to improve guest satisfaction., Increased revenue through sales initiatives and contract negotiations.