Customer Service Human Resources

CYNTHIA GUERRERO

*** *. ******* ******, ***** Ana, California 92701 C: 714/656-6424 ******@*****.***

SUMMARY

Results-focused, quality-driven professional with significant experience in call center management. Dynamic and dedicated leader demonstrating consistent achievement of objectives, strong multi-tasking, communication and service skills. Seeking to contribute to developing and maintaining the fundamental operational systems and procedures which includes successfully leading call center representatives, ensuring teamwork, customer satisfaction and business profitability by meeting the organization’s needs.

PROFFESIONAL SKILLS

• Multi-Tasking Skills

• Fast-Paced Environment

• Strong Communication Skills: English & Spanish

• Organization Skills

• Meticulous Attention to Detail

• Focused on Customer Satisfaction

• Team-Building/Staff Training/Development

• Microsoft Office: Excel, Word, PowerPoint, Outlook etc.

• Analytical Thinking

• Dedicated to Process Improvement

• Deadline Orientated

• HIPPA, FDCPA, & TCPA Law Familiarity

• CMS Proficient

• Situational Leadership

PROFESSIONAL EXPERIENCE

Western Dental, Corp. Jan/2011 to June/2014

Call Center Supervisor Orange, CA

Responsible for the quality performance and production of 20+ call center representatives, to include achieving the operational goals, quality assurance, and adherence. Continuously coaching, developing, training, evaluating, motivating and retaining qualified staff. Ranked top team out of 7 teams throughout a consecutive 12 month period. Created monthly/annual evaluation ranking report utilizing key performance indicators; for retention and promotion decisions for over 120 employees. Constantly creating innovative and strategic coaching sessions for each direct report, identifying areas of improvement and determining the most suitable course of action. Strong ability to adapt under the changing needs of the organization and the employees. Collaborated with management to achieve team and department goals, and assisted in fine tuning and implementation of policies and procedures. Helped drive the development of superior customer service and high performance. Established a team that effectively supports the patient’s needs by effectively offering/selling all of our services and ultimately booking the appointment. Ensured strict adherence to company policies and procedural guidelines. Well rounded in consultative coaching supervisor style while also possessing solid interpersonal leadership and coaching skills. Assisted in hiring process and training of new staff. Ability to use Six Sigma strategies to help identify areas of improvement throughout the call center and on agent level.

Western Dental, Corp. Sept/2010 to Jan/2011

Senior Credit Collector Orange, CA

Performed mid-level leadership role for up to 15 collection representatives while also carrying out duties as a Credit Collector. Created daily competitions and hype between teammates to increase productivity, promote healthy competition as well as retain engagement. Developed custom-made action plans to help improve overall performance amongst teammates including daily and weekly coaching sessions. Prepared a monthly slideshow which highlighting my team’s progress and performance month over month. While maintaining a strong level of professionalism and calmness, was in charge of handling the department’s irate callers. Assisted/trained recruits with their transition into our department. Monitored the department calling queue keeping the ACR% (average call rate) goal in mind.

Western Dental, Corp. June/2010 to Sept/2010

Credit Collector Orange, CA

Collection department representative making a high volume of outbound calls pursuing customers with delinquent accounts, processing payments, strategizing payment plans, as well as collaborating with internal departments to help resolve payment issues. Strictly followed the department call model which assisted with call transition, incorporation of proving skills to help with payment resolution, in conjunction with providing the ultimate patient experience. Handled credit card and check transactions. Utilized skip tracing methods in hopes of improving future contact percentage. Proven track record of consistently meeting and exceeding monthly collection targets while maintaining a Quality Assurance score above 95%.

General Monitors, Corp. June/2006 to Mar/2010

Human Resource Assistant/ Receptionist Lake Forest, CA

Assisted Human Resources Generalist with health benefits, payroll and recruiting. Provided advanced clerical and general administrative support within the human resources, accounting, and customer service departments. Performed human resources duties to include dissemination of corporate and facility policies and procedures in addition to clerical duties related to employee file maintenance, employee performance, status changes, health benefits enrollment, new employee orientation and similar ancillary duties. Updated and maintained Co. Human Resource Intranet. Coordinated and planned all company functions, including annual picnic, monthly lunches, monthly sports ticket raffles, and monthly employee anniversary gift handouts. Receptionist’s responsibilities included, answering a 6-line switchboard, screening and transferring calls to appropriate departments and sales associates, greeting and directing visitors to appropriate personnel, while maintaining security by monitoring logbook and issuing visitor badges.

EDUCATION & CERTIFICATION

Orange Coast College, Costa Mesa, CA

Saddleback High School, Santa Ana, CA

Six-Sigma Certified; Green Belt 2014

REFERENCES

Available upon request

C. Guerrero Page 1

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