Vanessa Mottu

***** ** ***

Brazoria, TX *****

732-***-****

adxgqa@r.postjobfree.com

Call Center Supervisor - 2 years

Data Entry - 10 years

Proficiency in VCC Software - 1 year

Inbound phone call management - 10+ years

Payment processing - 3 years

System documentation - 10+ years

Customer communications - 3 years

Call documentation - 10+ years

ER/FEIN verification - 1 year.

Providing customer support - 10+ years

Insurance verification - 3 years

Account management - 5+ years

Service standard compliance - 2 years

Professional telephone demeanor - 20+ years

Computer proficiency - 20+ years

Order fulfillment - 20+ years

Call Center Team lead - 1 year

Microsoft Office - 20+ years

Five9 phone applications - 2 years

Genysis phone applications - 2 years

Verint phone applications - 2 years

Direct Office – 2 years

SharePoint – 3 years

Manpower REMOTE - Upper Northeast Territories, Pennsylvania

Virtual Recruiter /Sourcing Specialist–

May, 2022 to May 2023 YORK, HANOVER, LANCASTER PENNSYLVANIA

Contacted candidates that applied on Indeed.

Posted jobs on Indeed and manpower.com.

Interviewed candidates.

submitted to the job they applied to

emailed direct recruiters to reach out for Onboarding.

Parsed resumes

Built resumes.

Increased office efficiency by effectively managing internal communications and correspondence.

JOB ENDED: Workforce changes – Budget.

Manpower REMOTE - South Central US

Recruitment Sourcing Specialist

June, 2021 to May, 2022 TEXAS, ALABAMA, OKLAHOMA, LOUISIANNA

Sourced candidates who applied either thru the Manpower website, Facebook Jobs or Indeed

Scheduled/Conducted phone interviews.

Updated/Parsed Resumes

Submitted candidate to the appropriate job for Onboarding and/or face-to-face interviews if needed.

JOB ENDED: Transferred to Pennsylvania Territory

INKtel/Maximus REMOTE

Remote Call Center Supervisor

April 2021 - June 2021 - FLORIDA

*PROJECT SHUT DOWN ABRUPTLY

Supervisor over 25 agents Answered calls based on Covid-19 questions Answering calls for

scheduling vaccines Corresponded with Microsoft Teams and Microsoft 365 with team members

to build and implement successful solutions to customer issues Assigning coaching plans to help

improve overall performance from the agents Conducted daily huddles to update/inform agents

of procedures and messages from Maximus Daily attendance - Call out number Evals for each

agent followed by 1:1 to review low scores or address where the agent needs improvement Daily

performance monitoring

TEKsystems/Delloite REMOTE

Remote Call Center Supervisor

April 2021 - April 2021, VIRGINIA

*PROJECT SHUT DOWN ABRUPTLY

Supervisor over 30 agents Scheduling Covid-19 Vaccines thru VCC applications Making OB

calls to settle expedited accounts Answered calls based on Covid-19 questions Answering

calls for scheduling vaccines Corresponded with Microsoft Teams and Microsoft 365 with team

members to build and implement successful solutions to customer issues Assigning coaching

plans to help improve overall performance from the agents Conducted daily huddles to

update/inform agents of procedures and messages from Maximus ZOOM meetings to

allow agents to ask questions in a group setting for everyone to learn Daily attendance - Call

out number Evals for each agent followed by 1:1 to review low scores or address where the

agent needs improvement Daily performance monitoring. Helped set my team up for

SharePoint to help implement certain strategies once trained.

Manpower/Maximus REMOTE

Call Center Supervisor

January 2021 - April 2021 FLORIDA

Supervisor over 130 agents Direct report to Supervisor Technical expert for assigned team responsible

for supporting the supervisor on a daily operation of the team and for leading the team with support

from the Senior Supervisor in the supervisor's absence Ensure that metrics and stats are at, or above

goal or clients expectations Run and manage reports for agents on metric and stats Correctly answer

questions regarding processes. policies, and performance Assist supervisor in monitoring CSR activity

in RTR and RTA to help with agent handle time, efficiency, and schedule adherence Assist supervisor i

n conducting side by side monitors with agents and assist with documenting the results by providing

written feedback to the Supervisor for coaching Making OB calls to settle expedited accounts Answered

calls based on Covid-19 questions Answering calls for scheduling vaccines Corresponded with Microsoft

Teams and Microsoft 365 with team members to build and implement successful solutions to customer

issues Assigning coaching plans to help improve overall performance from the agents Conducted daily

huddles to update/inform agents of procedures and messages from Maximus ZOOM meetings to allow

agents to ask questions in a group setting for everyone to learn Daily attendance - Call out number Evals

for each agent followed by 1:1 to review low scores or address where the agent needs improvement

Daily performance monitoring

Manpower/Experis REMOTE

Call Center Team Lead/Specialist

April 2020 - September 2020 BROWNSVILLE, TX

Resolved average of 50 inquiries per week to consistently meet performance benchmarks, including

speed, accuracy, and volume by using call management systems and web based communications

Documented customer inquiries and feedback, including service delivery suggestions in company

database Asked probing questions to determine service needs and accurately input information

into electronic systems Pursued opportunities to advance client relation skills and further

enhance customer satisfaction in every interaction Met or exceeded call speed, accuracy, and

volume benchmarks on a consistent basis Consulted with customers to determine the best

method to resolve issues with Unemployment applications Processed customer account

changes Achieved or exceeded 100% satisfaction rating on a consistent basis Assisted 35-40

calls per day in a fast paced environment Documented conversations with customers to

track requests, problems, and solutions Delivered fast, friendly, and knowledgeable service

for routine questions and application issues Correspond with Skype for business with team

members to build and implement successful solutions to customer issues Documented

customer inquiries

Needville Independent School District / Administrative Assistant

August 1991 - May 2012 NEEDVILLE, TX

Verified operation of office equipment by completing preventative maintenance requirements

and calling for repairs Coordinated meetings for administration, vendors, staff, and parents

Organized and maintained filing and document management systems by coordinating,

archiving, and purging files Checked in packages that were delivered Enrolled/Withdrew

Students Attendance for students and teachers. Used Share{Point for our teachers and

staff to help create their webpages and document sharing and communications.

EDUCATION

Wharton County Junior College/ G.E.D.

05-1991 Wharton, TX

Wharton County Junior College / Micro-computer Operations Certificate

January 1992 Wharton, TX

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