Operations Supervisor Call Center
Resume:
Kimberly Carlson
Internal Revenue Engagement Specialist - IRS
San Antonio, TX
*********@*****.***
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Operations Supervisor - (Bilingual)
Laurel Ridge Treatment Center - Maintenance of Houston - San Antonio, TX February 2023 to August 2023
Versatile Operations Supervisor successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as a driven, dedicated and hardworking leader with a history of streamlining operations and increasing results. Proven track record of maintaining efficient office operations. Expertise in scheduling and coordinating meetings, hiring and managing employees and data reports, and transcribing information. Proven track record of maintaining efficient office operations. Detail-oriented team player and leader with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Evaluated team member performance and productivity, provided feedback and implemented corrective actions. Motivated and trained employees to maximize team productivity. Managed internal operational standards and productivity targets. Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness. Encouraged and promoted ideas aligned to business needs and benefits. Compiled training materials for new employees and tracked skill development. Analyzed department metrics and performance and reported findings to management. Tracked company equipment, tools and technology to manage inventory. Conducted root cause analysis in deficient areas to identify and resolve issues. Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices. Documented transactions, orders and expenditures to gather sales data and forecast financial needs. Kept high average of performance evaluations.
Resolved issues through active listening and open-ended questioning, escalating major problems to manager. Delegated tasks to administrative support staff to organize and improve office efficiency. Improved office operations by automating client correspondence, record tracking and data communications. Organized spaces, materials and catering support for internal and client-focused meetings. Trained team members on new hospital services and products to support promotional efforts. Internal Revenue Agent
IRS Office - Startek - San Antonio, TX
September 2019 to September 2021
Provided service in a prompt, professional, attentive, and empathetic manner Initiated operations improvements to improve overall call center productivity. High-Volume, complex, and detailed inbound calls
Verified private applicant and Governmental information, As well as handled detailed financial data Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment. Answered a constant flow of customer calls with up to 15,000-20,000 calls in queue per 5-10 seconds Gathering personal information regarding clientele with economic impact payment and stimulus checks Provided effective listening skills, and fluency in a verbal environment that could contain applicants in dangerous mental states
Position gave the opportunity to address negative emotions with tact, diplomacy, and trust with applicants Defused volatile customer situations calmly and courteously. Referred unresolved customer grievances to designated departments for further investigation. Exceeded service with 100% call quality standards
Managed financial information and private accounts for applicants Bilingual Engagement Specialist
FEMA
December 2017 to September 2018
Federal Emergency Management Agency - Call center for disaster response operations over the United States Bilingual Engagement Specialist
Tier 2 Cold Calling Customer Service Support
Provided service in a prompt, professional, attentive, and empathetic manner Initiated operations improvements to improve overall call center productivity. High-Volume, complex, and detailed inbound calls
Verified private applicant and Governmental information, As well as handled detailed financial data Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment. Answered a constant flow of customer calls with up to 50+ calls in queue per minute. Calls were primarily Spanish and FEMA intake forms are processed in English Reviewed Government announcements from President or Governor declaring natural disaster states and situations Provided effective listening skills, and fluency in a verbal environment that could contain applicants in dangerous mental states
Position gave the opportunity to address negative emotions with tact, diplomacy, and trust with applicants Defused volatile customer situations calmly and courteously. Referred unresolved customer grievances to designated departments for further investigation. Exceeded service with 100% call quality standards
Managed financial information and private accounts for applicants Manager
April 2015 to October 2017
MetroPCS for over 2.5 years, served customers by selling them phones and accessories that fit their needs. Manager duties included doing inventory, training other customers, handling the register and doing deposits. Managed the store at all times and maintained a clean work environment following all policies and guidelines by MetroPCS.
Knowing the features and specs on all of the merchandise in the store, and figuring out new ways to proceed in more successful sales to further advance the company.
Customer service was an overall most important factor to being a sales representative. Consistently provided friendly guest service and heartfelt hospitality. Promptly and empathetically handled guest concerns and complaints. Demonstrated integrity and honesty while interacting with guests, team members and managers. Maintained high standards of customer service during high-volume, fast-paced operations. Built loyal clientele through friendly interactions and consistent appreciation. Cross-trained and coordinated scheduling with team members to ensure seamless service. Consistently hit and exceeded sales goals by 20%.
Identified and qualified customer needs, developed sales strategies and negotiated and closes profitable projects with a 85% success rate.
Achieved 115% of monthly quota and doubled sales numbers within three months, earning title as top representative in company dealer.
Organized company files and creating support system to decrease workload and increase productivity of account managers.
Listened attentively to client feedback and worked with team members to produce a sales approach that would benefit the customer and also make sure to close the sale Food Attendant
Sea Island Shrimp House - Selma, TX
November 2015 to January 2016
Served customers, greeted customers as a host.
Customer service duties include giving customers their food, repeating their order, ringing customers up on cash register, and greeting customers to the restaurant. Fast paced quick thinking, maintaining a clean work environment, and abiding by the health and safety rules by Sea Island Shrimp House.
Maintain a clean work environment.
Taking orders, answering questions, operating a cash register. Preparing food orders.
Maintaining a clean work environment.
Documented all customer inquiries and comments thoroughly and quickly. Coordinated between billing department and customers to resolve problems. Processed cash and credit payments rapidly and accurately. Restocked the salad bar and buffet, refilled condiments, organized pantry area and swept and mopped floors. Precisely described menu items and special offerings and appropriately identified wine pairings. Conducted inventory and restocked items throughout the day.
Demonstrated genuine hospitality while greeting and establishing rapport with guests. Guided guests through menus while demonstrating thorough knowledge of the food, beverages and ingredients. Immediately reported accidents, injuries or unsafe work conditions to manager and completely and promptly filled out required safety forms.
Developed and maintained positive working relationships with others to reach business goals. Skillfully promoted items on beverage lists and weekly restaurant specials. Managed guest checks, collected cash and processed credit cards Pizza Chef
Pizza Hut - Schertz, TX
September 2015 to October 2015
Cooked and packaged large batches of food that were prepared to order or kept hot until needed. Prepped items for later use to save staff time during busy hours. Immediately informed supervisors when supplies were low or if equipment was not functioning properly. Diligently restocked work stations and display cases.
Routinely moved and stocked food products weighing up to 10-25 pounds. Communicated openly and honestly with the management team during each shift to ensure it ran smoothly. Performed all position responsibilities accurately and in a timely manner. Reported to each shift on time and ready to work.
Maintained clean and safe environment, including in the kitchen, bathrooms, and walk-in. Stored food in designated containers and storage areas to prevent spoilage or cross-contamination. Prepared quality products while maintaining proper food safety practices, portion control and presentation within service goal times. Followed food safety procedures according to company policies and health and sanitation regulations. Placed food trays over food warmers for immediate service or stored them in refrigerated storage cabinets. Prepared a variety of foods according to customers' orders or supervisors' instructions, following approved procedures.
Verified that prepared food met all standards for quality and quantity. Assembled food orders while maintaining appropriate portion control. Spanish Club - Lathrop, CA
2014 to 2014
Education
Bachelor's in Science in Computer Science with a Concentration in Cybersecurity Engineering
Colorado Technical University - Colorado Springs, CO May 2019 to Present
High School Diploma
Samuel Clemens High School - Schertz, TX
2015
High School Diploma
Lathrop High School - Lathrop, CA
2013
Skills
● Negotiation
● Process Improvement
● Intake Experience
● Forecasting
● Emergency Management
● Management
● Purchasing
● Budgeting
● Pricing
● Supply Chain
● Logistics
● Computer Science
● Project Management
● Financial Administration
● Budget Administration
● Risk Management
● Quality Assurance
● Safety Oversight
● Logistics Coordination
● Operations Management
● Performance Monitoring
● Compliance Management
● Staff Supervision
● Employee Development
● Task Delegation
● Performance Management
Languages
• Spanish - Fluent
Assessments
Medical receptionist skills — Highly Proficient
August 2020
Managing physician schedules and maintaining accurate patient records Full results: Highly Proficient
Scheduling — Proficient
August 2020
Cross-referencing agendas and itineraries to avoid scheduling conflicts Full results: Proficient
Work style: Reliability — Proficient
March 2022
Tendency to be reliable, dependable, and act with integrity at work Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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