Call Center Supervisor

MARÍIA VATOLINA

Call Center Supervisor

**********@*****.*** +1-619-***-**** San Diego, CA

PROFESSIONAL SUMMARY

Experienced Call Center Supervisor with over 8 years in banking and customer service environments. Proven ability to lead high-performing teams, optimize call center operations, and deliver exceptional client experiences. Skilled in staff training, conflict resolution, and process improvement. Bilingual in English and Russian.

SKILLS

Call Center Operations

Conflict Resolution

Problem Solving

Bilingual: English & Russian

Leadership & Coaching

Time Management

Customer Experience

Software: Symitar, Fiserv, Five9,

ICBM, ZenDesk, Microsoft

Office, Excel, ADP, Zoom

Quality Assurance

Staff Training

Telephone Etiquette

PROFESSIONAL EXPERIENCE

02/2022 – 11/2024

San Diego, CA

San Diego County Credit Union

Call Center Supervisor

•Supervised and coach call center team to exceed performance metrics and customer satisfaction goals

•Assisted in hiring, onboarding, and mentoring new team members

•Monitored call quality and provide real-time feedback to enhance service delivery

•Lead training sessions for new product rollouts and campaigns

•Reaching sales goals

2016 – 2017

Moscow, Russia

Orient Express Bank

Call Center Trainer

•Designed and delivered comprehensive training programs for new hires

•Created study materials, visual presentations, and product education content

•Provided ongoing coaching and performance improvement support 2014 – 2016

Moscow, Russia

Orient Express Bank

Call Center Supervisor

•Oversaw daily operations of a high-volume call center team

•Handled escalated calls and resolved complex client issues

•Set team goals and tracked performance via dashboards and reports

•Planned team-building events and initiatives to boost morale 2013 – 2014

Moscow, Russia

Orient Express Bank

Client Service Representative

•Provided consultation and support for banking products and services

•Processed transactions and handled customer inquiries

•Opened accounts, registered deposits, and assisted with loan applications

•Built long-term relationships through exceptional client service EDUCATION

2017 – 2022

San Diego, CA

Full-Time Student

San Diego City College

2007 – 2011

Moscow, Russia

Bachelor's Degree in Economics & Management

International Academy of Marketing and Management

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