Summary
Overview
Work History
Education
Skills
Languages
Timeline
Jose Matilde Morales Sandoval

Jose Matilde Morales Sandoval

Tijuana, Baja

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

7
7
years of professional experience

Work History

Tijuana —Operations Manager

ACSI
10.2021 - Current
  • Ensure that Contact Center KPIs are being met consistently and deploying new strategies to enforce them appropriately.
  • Demonstrate strong knowledge of Medical Campaign's and Customer Service requirements.
  • Work with Information Systems staff to automate business practices to improve call-taking efficiency.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Responsible for contact center from a team of 15 to over 70+ contact center associates.
  • Carried out day-day-day duties accurately and efficiently.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.

Sr. Supervisor

GGA Solutions
08.2018 - 08.2021
  • Managed a total of two campaigns, one campaign was for insurance sales and retention, second campaign customer service for a bank financial institution
  • The total amount of agents I had to supervise was fifty-two agents and three leaders
  • Performance reviews, coaching sessions, QA Calibrations, payroll, hiring, training, making sure KPI were being met, and work schedules
  • Take training from new clients on the new campaigns and created all training materials.

Supervisor

Confie
08.2015 - 06.2018
  • Supervised 16 agents, made sure rules and regulations were being followed, high customer service ratings, KPI tracking, payroll, work schedules, performance reviews, and coaching sessions

Education

High School Diploma - General Studies

Diploma - Medical Assistant/Phlebotomy

UEI College
for medical assistant and phlebotomy technician

Diploma - undefined

Bell Gardens High School

Skills

  • Microsoft Word
  • Excel
  • PowerPoint
  • Outlook
  • Spreadsheets
  • COURSES
  • Desarrollo Humano Laboral Centro de la Persona de La Secretaria del Trabajo y Prevision Social de Baja California
  • Telefonista Bilingue de La Secretaria del Trabajo y Prevision Social de Baja California

Languages

English
Spanish

Timeline

Tijuana —Operations Manager - ACSI
10.2021 - Current
Sr. Supervisor - GGA Solutions
08.2018 - 08.2021
Supervisor - Confie
08.2015 - 06.2018
- High School Diploma, General Studies
UEI College - Diploma, Medical Assistant/Phlebotomy
Bell Gardens High School - Diploma,

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Jose Matilde Morales Sandoval