Oscar Alfredo Saldana Escobar Saldana Escobar
Mexical B.c
Summary
Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.
Overview
6
6
years of professional experience
Work History
Call Center Supervisor
Redial
12.2021 - 08.2023
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Supervised 13 agents in providing excellent customer service to callers requiring assistance for a loan and any type of issues.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Developed process controls and metrics for daily management of call center.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
Call Center Supervisor
Telvista
04.2017 - 12.2021
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
Education
High School Diploma -
Walt Whitman High School
Los Angeles C.A07.2005
Skills
- Morale Improvements
- Grand Openings
- Efficient Service
- Safety Awareness
- Individual Sessions
- KPI Tracking
- Escalation Management
- Key Performance Indicators (KPIs)
- Behavior Identification
- Team Coaching
- Call Center Strategy
Timeline
Call Center Supervisor
Redial
12.2021 - 08.2023
Call Center Supervisor
Telvista
04.2017 - 12.2021
High School Diploma -
Walt Whitman High School
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