Supervisor/Manager specialist
Resume:
Damian Rodriguez
Supervisory Specialist
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Multi-lingual supervisor and trainer with a strong track record of successful recruitment, training, and leadership. Adept at interpersonal communication and conflict resolution in high stress, deadline- driven environments. Experienced in monitoring and working within the guidelines of corporate and U.S. Federal secure environments.
Known for my collaborative, energetic attitude, I effectively influence and partner with stakeholders at all levels. I thrive in fast-paced, dynamic environments, managing competing priorities with ease and navigating ambiguity confidently.
WORK EXPERIENCE
Supervisor Aspen Dental 2022 – 2024
,ncreased sales by 20% in the first year; consistently rated in top five national sales teams.
Partnered with learning and development to ensure the success of RQ ERDUGLQJ and training of 120+ new agents.
Identified opportunities to improve current processes to increase operational efficiency, customer satisfaction and the employee experience.
Managed staff, including schedule adherence, quality, and attrition to ensure compliance with established policies.
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Developed and performance managed a team of six IURQW OLQH supervisors VXSSRUWLQJ FXVWRPHUV ZLWK UHVROXWLRQ RI D ZLGH UDQJH RI LVVXHV LQFOXGLQJ HPHUJHQF\ LVVXHV
2021 - 2022
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IRS Supervisor Maximus Federal
Planned work to be accomplished by subordinates, sets, and adjusts short- term priorities and prepares schedules for completion of work.
Assigned work to subordinates based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees.
Evaluated work performance of subordinates and made recommendations for outstanding performance recognition and/or disciplinary action.
Identified developmental and training needs of employees, providing or DUUDQJLQJ IRU QHHGHG GHYHORSPHQW DQG WUDLQLQJ
SKILLS
i Team Management i Employee Coaching i Training Implementation i Internal Communications i Executive Presentations i Recruitment i Conflict Resolution i Stakeholder Analysis i Microsoft Office 2019 - 2020
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2019
2020 Census Supervisor Maximus Federal
Monitored the performance of Customer Service Representatives and provided feedback to ensure all calls were handled efficiently.
Maintained up-to-date knowledge of all contact center programs, systems, and performance requirements.
Actively worked alongside Quality Assurance and Training departments on the implementation of quality and training initiatives.
Assisted in the promotion of five team members to supervisory roles.
Resolved escalated calls.
Retention Supervisor Bernard Telecommunications
Managed a team of twenty-one employees to meet company retention guidelines through strategic coaching initiatives.
Reviewed and analyzed quantitative outcomes and developed proactive plans to meet organizational needs.
Utilized creative strategies to find mutually agreeable resolutions to escalated account issues.
Focused on retention rates by eliminating repeat calls, keeping transfers to a bare minimum, and reestablishing customer’s trust.
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Maximized handle time by addressing and resolving customer problems quickly DQG HIIHFWLYHO\
EDUCATION
Haverstock Business School
London, United Kingdom
LANGUAGES SPOKEN
English Fluent/Native
Spanish Fluent/Native
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