Lizeth Victoria Gomez Fonseca
Los Mochis
Summary
Dynamic Call Center Supervisor with a proven track record at Maximus Federal, excelling in quality assurance and employee coaching. Enhanced operational efficiency through strategic process improvements, while fostering a motivated team environment. Recognized for resolving escalated customer issues swiftly, driving satisfaction and loyalty.
Overview
1
1
Language
10
10
years of professional experience
Work History
Call Center Supervisor
Maximus Federal
Phoenix, Arizona
02.2020 - 10.2025
- Supervised daily operations to ensure exceptional customer service quality and adherence to company standards.
- Trained and mentored new staff, fostering a collaborative team environment and enhancing performance.
- Implemented process improvements that streamlined workflow, resulting in increased efficiency across departments.
- Monitored call metrics and performance data to identify trends and develop targeted coaching strategies.
- Conducted regular team meetings to communicate updates, drive engagement, and align on operational goals.
- Resolved escalated customer issues, ensuring timely resolution and maintaining high satisfaction levels.
Call Center Representative
Maximus Federal
Phoenix, AZ
02.2018 - 01.2020
- Handled customer inquiries through various communication channels, ensuring timely and accurate responses.
- Utilized call center software for managing customer accounts and tracking service requests efficiently.
- Resolved customer complaints by identifying root causes and implementing effective solutions promptly.
- Collaborated with team members to enhance service delivery processes and improve customer satisfaction ratings.
Sales Agent
Que Magazine
Phoenix, Az
05.2015 - 02.2018
- Assisted in identifying customer needs and recommending appropriate magazine subscriptions.
- Engaged with potential clients to promote magazine offerings and enhance brand visibility.
- Managed customer inquiries through various communication channels, ensuring prompt responses.
- Collaborated with sales team to develop effective promotional strategies for subscription growth.
- Provided feedback on market trends and customer preferences to inform product development.
- Developed strong relationships with clients through excellent customer service and regular followups.
Education
Bachelor of Arts - Criminal Justice
Arizona State University
Phoenix, Az05.2021
Skills
Call monitoring
Quality assurance
Coaching and mentoring
Staff motivation
Employee motivation
Customer service focus
Employee coaching
Sales support
Languages
Spanish
Bilingual or Proficient (C2)
Timeline
Call Center Supervisor
Maximus Federal
02.2020 - 10.2025
Call Center Representative
Maximus Federal
02.2018 - 01.2020
Sales Agent
Que Magazine
05.2015 - 02.2018
Bachelor of Arts - Criminal Justice
Arizona State University