Paz Mas
Phoenix, Arizona, United States
ad29fe@r.postjobfree.com 602-***-****
linkedin.com/in/paz-mas-927a2678
Summary
Talented individual skilled at completing deliverables and guiding a team to success. Self-starter with ability to work in a fast-paced and dynamic environment.
6 years in call centers
7 years in management
8 years in customer service
Experience
Bilingual Customer Service Supervisor
Consumer Cellular, Inc.
Aug 2020 - Nov 2023 (3 years 4 months)
-Improved customer service standards with proactive assessments of staff performance and coaching, motivating, and inspiring team members to achieve and exceed KPI goals.
-Empowered employees with updated resources and scripting to independently resolve problems and disputes.
-Managed 10-30 employees working from home and on site
-Increased CPH from 4.84 to 5.5
-Increased Voice of Customer Surveys from 7.5 to 8.75
-Helped 95% of employees promote to higher positions
-Brought team attendance percentage below 8%
-Monitored employees' attendance and off-phone time to meet expectations
-Reported weekly/monthly KPIs and improvement strategies to senior management using Excel.
-Organized employee files and maintained accurate documentation.
-Achived top 10 status in site based on KPIs
-Earned highest Employee Feedback survey scores in the company
-Earned highest team adherence in the company
Shift Manager
Fitness 1 Gym
Jan 2020 - Jul 2020 (7 months)
Responsible for handling reception and administration duties, including greeting guests; helping with account issues, answering phones, handling company inquiries, and selling gym memberships. Technical Support Specialist
MBSi Corp.
May 2018 - May 2019 (1 year 1 month)
Identified, investigated, and resolved users problems with phone and computer software. Fields support calls, chat, email, and/or other communication from users with inquiries regarding software Paz Mas - page 1
programming, connectivity, function, and similar concerns. Resolving hardware & software issues or escalating issues to the Tier 2 team.
Insurance Representative
Safelite Solutions
May 2018 - Aug 2018 (4 months)
· Fielded inbound calls and provided customer service while filing FNOL insurance claims. Appointment Setter
Dreamstyle Remodeling
Sep 2017 - Apr 2018 (8 months)
· Marketing and setting appointments in behalf of sales representatives.
-Most appointments sold 3 months in a row.
Assistant Manager
Little Saigon Restaurant
May 2015 - Jan 2017 (1 year 9 months)
· Waitressing, customer service, bookkeeping, tracking inventory, creating schedules and training for new employees.
Education
The University of Arizona Global Campus
Bachelor's degree, Information Technology
Oct 2023 - May 2027
Licenses & Certifications
Project Management: Professional Certificate - Google Certicate of Language Ability - Spanish Speaking - Emmersion Skills
ServiceNow Administration • Conflict Resolution • Constructive Feedback • Daily Operations • Computer Literacy • Quality Assurance • Attention to Detail • Data Entry • ADP Payroll • Calabrio Paz Mas - page 2