Customer Service Call Center
Resume:
Tracie Arvizu
Operations Support Supervisor
Phoenix, AZ 85037
*******@*****.***
Authorized to work in the US for any employer
Work Experience
Operations Supervisor
McKesson Pharmaceuticals-Scottsdale, AZ
October 2020 to April 2024
• Keep morale and work standards high.
• Prepare and conduct team meetings, training sessions and other events to communicate clear goals to team.
• Assist with leading associates and team leads to maintain safety, accountability, work standards, employee performance, training and development; all while keeping positive morale within the shift.
• Supervise the day-to-day operations of the department ensuring that customer expectations and performance metrics are met or exceeded.
• Control employee turnover and overtime hours
• Seek continuous improvement opportunities to reduce errors and improve efficiency.
• Assisting and Monitoring Agents working with various clients and insurance providers such as Medicare, Medicaid and commercial plans.
OSL-Operations Support Lead
Mckesson Pharmaceuticals-Scottsdale, AZ
October 2019 to October 2020
• Supervise teams of Call Center Representatives and Medical Insurance Specialists.
• Apply leadership and guidance to team members
• Maintain compliance and a positive atmosphere for team members to thrive
• Working with insurance providers such as Medicare and Medicaid to ensure coverage of medication on behalf of the patient.
• Pulled production reports daily and Monthly.
Job Coach
Logisticare LLC-Phoenix, AZ
February 2015 to September 2019
Mentored junior staff on compliance, procedural and performance strategies. Kept detailed records of individual histories, scores and documents. Supervised Customer Services Reps while on phones
Answered and resolved several supervisor calls Customer Service Reps could not handle. Performed weekly monitor stats for Customer Service Reps Coordinated scheduling, marketing, contract logistics and maintenance of supplies and equipment. Assistant manager/ Leasing Consultant
Cornerstone Properties
June 2009 to July 2014
Bella Rio Apartments
• Politely assisted customers in person and via telephone.
• Answered calls by addressing customer inquiries, solving problems and providing information asked.
• Make daily deposits
• Move-in and Move-outs/ renewals in Yardi
• weekly marketing strategies
• Complete criminal backgrounds using OnSite
• create 5 -day notices
Education
High School Diploma
Moon VAlley High School
2005
Skills
• CSR
• Call Center
• Customer Service
• Customer Support
• Multilingual
• Logistics
• Yardi
• Property Management
• Fair Housing Regulations
• Accounts Payable
• Assistant Manager Experience
• Property Leasing
• Office Management
• Administrative Experience
• Inventory Control
• Statistics
• Demonstrated employee engagement
• Multi task
• Computer proficiency in MS Office
• Leadership
• Customer service
• Supervising experience
• Marketing
• Yardi
• Fair Housing regulations
• Office management
• Property management
• Front desk
• Mentoring
• Communication skills
• Organizational skills
• Jira
• Microsoft Outlook
• Microsoft Excel
• OneSite
Certifications and Licenses
Driver's License
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