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Customer Service Supervisor / QA Specialist

Orlando, Florida, United States
April 24, 2019

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Isabel Cruz

**** ********** ***

Orlando FL *****

407-***-**** (Cell)

Objective: To secure a position with a growing company where I can utilize my bilingual skills.


10/18 – 11/19 ClearCaptions Las Vegas NV

Quality Assurance: Responsible for writing test scripts, performed mock test calls, and remotely monitored calls Evaluated test and monitored calls for accuracy and adherence to the policies and procedures of the organization. Discern meaning from listening to a variety of accents, regional dialects, and areas of knowledge. Analyze data to identify patterns, trends, and anomalies. Created reports, interpret data and utilized results to develop plans from resulting concerns or successes. Assist Quality Assurance Supervisor and Manager to research, develop, document and maintain policies, procedures and guidelines. Assist Quality Assurance Supervisor and Manager to monitor and measure the effectiveness of internal processes, procedures and guidelines. Participate in calibration sessions between ClearCaptions staff and call center staff. Provided feedback to call center team agents, leaders, and managers. Traveled to various call center locations to provide support and feedback to Quality Assurance and Leadership teams. Other duties as required.

03/13 – 03/17 SITEL Las Vegas, NV / Sutherland Global Services

Coach/Supervisor: Responsible for a team of 18-22 agents. Responsible to make sure each CSRs delivers a positive customer experience and achieve key sales and performance metrics. Develop and implement creative coaching and communication techniques to motivate, develop and reward a virtual workforce. I am responsible for my team’s payroll and QA for each agent. I do constant coaching with my agents and weekly team meetings.

03/12 - 03/13 Asurion work at home

Customer Service: Handling inbound calls from customers regarding wireless handset insurance claims, electronics repair facilitation or roadside assistance requests from wireless customers.

10/10 – 12/12 Sunrise Global Trading Kissimmee, FL

Customer Service Supervisor/Trainer: Duties included answering phones responding to customer inquiries and complaints. Researching required information using accessible resources. Handling and resolving customer complaints regarding product sales to customer service problems. Provided service and product information. Processed orders requested by customers. Identified and escalating priority issues and reporting to the high--level management. I did follow up calls with customer when required. Completing call logs and call reports as necessary and updating them in the database. Obtaining and evaluating all relevant data to handle complaints and inquiries. Recording Details of comments inquiries, complaints, and actions taken. Monitor customer service work and phone calls. I am responsible for training new hire and assist with employee scheduling.

02/07 – 06/09 Admit One New York

Supervisor: Responsibilities included managing a team of 18 agents for a high volume call center. Responsible for weekly meetings, employee’s schedule, and monitoring, coaching, productivity reports for the clients. Other general office duties included.

03/06 - 02/07 Livingston Santo Domingo, Dominican Republic

Tech Support/Customer Service: Responsibilities include assisting Doctors and Dentist from the US in downloading and installing software to bill Cigna and other medical insurance company. I also assist the doctors with claim information and any errors they might have during billing process. Provide customer service support and other general office duties included.

12/03 - 04/05 Florida Telephone Services, Longwood FL

Team Leader: Responsibilities included new activations for home telephone services, assisting customers with questions regarding packages and making changes in their current services in a high volume call center, open and close trouble tickets, work directly with Sprint, Verizon and Bell South regarding customers installations and trouble tickets. As a team leader I receive problem calls from customers before passing to upper management. Placed disconnections per customer or for non-payment. Other general office duties included.

06/00 - 02/03 The Winners Circle, Orlando Florida

Supervisor: Responsibilities included supervision for the Spanish customer service department for a marketing company. I had 15 Spanish customer service reps in my department. I worked directly with the Latin American offices in Puerto Rico and Panama also worked directly with the sales reps on the field.

03/99 - 05/00 Intermedia Communications, Orlando Florida

Customer Care Rep: Responsibilities included answering phones in a high volume call center for a residential and business telephone company. Assisted customer with questions concerning packages. . Added and deleted features from customer phone service. Responsible for assisted customer with questions regarding their bill and nationwide packages. Other general office duties included.


Carol Morgan School Santo Domingo, Dominican Republic

Career Blazers Learning Center New York, NY

References upon request

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