Call Center Operations Manager
Resume:
OBJECTIVE
Dedicated and experienced Call Center
Supervisor with a proven track record in
delivering exceptional customer
experiences and driving team
performance. Adept at customer
retention, team leadership, and strategic
collaboration. Eager to contribute skills
and expertise in a challenging leadership
role within a dynamic organization.
CONTACT
PHONE: 928-***-****
WEBSITE
https://www.linkedin.com/in/maycolsep
ulveda/
*********@*****.***
LANGUAGES
English - Spanish
REFERENCES
Dionicio Cerda
Operations Manager
Advanced Call Center Technologies, LLC
Contact Phone: 928-***-****
Contact Email: *****@********.***
Relationship: Direct Report
Jaciel Millan
Supervisor
Advanced Call Center Technologies, LLC
Contact Phone: 928-***-****
Contact Email: *******@********.***
Relationship: Colleague
SKILLS
Sales & Negotiation.
Technical & Technology Proficiency.
Reporting & Data Analysis.
POS Systems & Cash Handling.
Attention to Detail & Organization.
Leadership & Team Building.
Problem Solving & Conflict Resolution.
Project Management & Emotional
Intelligence. Quality Assurance &
Performance Metrics.
MAYCOL ONTIVEROS SEPULVEDA
TEAM MANAGEMENT & CUSTOMER RELATIONS EXPERT
EDUCATION
Colegio de Bachilleres del Estado de Sinaloa (COBAES 44) August 17, 2009 - June 15, 2012
Specialized in using hardware and application software for creating documents, web pages, graphic presentations, and more.
Acquired hands-on experience in designing interactive animations, multimedia products, and advertising materials.
IAPDA Certification
Sep 2023
Sales Rep Certification, Consumer Debt Relief Industry. WORK EXPERIENCE
Avenir Financial - Member Specialist and Support
November 27, 2023 - Present
Enhanced member experience by implementing initiatives that increased satisfaction and retention, utilizing feedback and analytics to tailor services to member needs.
Assisted in the management of financial operations, ensuring accuracy and compliance with regulatory standards, including the Bank Secrecy Act. Fostered cross-functional collaboration, working closely with various departments to streamline processes and improve service delivery efficiency. Engaged in continuous professional development, focusing on customer relationship management, financial operations, and compliance, to stay ahead of industry standards.
Beyond Finance - Client Success Specialist
September 2023 - November 2023
Served as the primary contact for clients in financial hardship programs, guiding from enrollment to graduation and maintaining exceptional service standards. Managed high-volume communications, proactively addressing and anticipating client needs, and educating on financial solutions. Completed an intensive training program, becoming proficient in financial hardship management.
Collaborated with various departments to ensure timely resolution of client issues, contributing to increased client retention and satisfaction. Delivered consistent, high-quality customer service in a dynamic, remote call center environment.
Advanced Call Center Technologies, LLC - Call Center Supervisor March 2019 – September 2023
Managed the Customer Loyalty Department with a focus on retention through strategic pricing and service. Progressed from a Retention Agent to Supervisor, highlighting adaptability and growth.
Led the Mobility Back Office team, ensuring compliance with customer qualifications. Supervised Outbound Telemarketing Sales, consistently meeting production targets. Collaborated closely with the marketing director to implement campaigns and outbound communications.
Fry's Food and Drug - Grocery Clerk
December 2018 - February 2019
Conducted clerical duties, ensuring smooth office operations and customer service. Demonstrated effective communication in a collaborative environment. Factor Sales Inc. - Retail Customer Service Cashier April 2017 - November 2017
Played multiple roles including cashier, meat dispatch, stocker, and restaurant operations. Managed cash transactions, resolved complaints, and maintained a clean checkout area.
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