Operations Leader with Customer-First Focus
Resume:
SHUNGLAVIA ROLLE
Site Manager/Operation Management
Lauderhill, FL 33319
**********@*****.***
Professional Summary
Service-oriented experience and specialized in heavy Customer Service and Call Center industry. Dedicated to achieve sales targets as well as providing excellent customer service. Keep up-to-date with changes in technology to best serve the customer to get the job done. Work effectively in fast-pace environment. Above all, have great people skills and get along well with others. Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Service Desk Associate - Portal Support
Seminole Hardrock Support Services-Hollywood, FL
January 2026 to February 2026
Assisted customers with accessing and navigating online account portal Helped users reset passwords, unlock accounts, and update profile information Guided customers through uploading documents and completing online forms Troubleshot login errors and website access issuesEducated customers on portal features and usage Documented interactions and resolutions. Followed up with customers to ensure issue resolution Retention Specialist
Masa Global-Fort Lauderdale, FL
October 2023 to January 2026
Focuses on retaining existing customers or employees by understanding their needs, addressing their concerns, and implementing strategies to increase loyalty and prevent churn. Quality and Assurance Manger
Nation Safe Drivers-Boca Raton, FL
May 2023 to September 2023
Developing quality standards, and identifying issues in the production of am products as well as services. Working with the other mangagement and staff team members to ensure our final products meet our organization's standards across the board.
Case Manager
Choice Home Warranty-Sunrise, FL
September 2021 to May 2023
As a warranty manager my responsibilities are to oversee activities related to claims. I process complaints and assess the status of the warranty and related data. I mediate between customers and technicians, keep track of documentation related to cases, and implement corrective actions CSR - Customer Service Representative/Team Lead
Hotwire Communications-Fort Lauderdale, FL
October 2018 to September 2021
• Ensure high of conduct were apprehend during
• Effective coaching
• Develop Staff. Coaching. Performance reviews.
• Communicating contact center metrics to agents
• Evaluating Performance
• Take overflow calls
Customer Services / Coach
SITEL Capital One Fraud Accounts-Pompano Beach, FL June 2017 to October 2018
• Heavy direct customer interaction and calls to provide quality service and resolution in a fast pace environment
• Coaching new hires on how to detach and handle fraudulent issues
• Managing the daily reports as well as sourcing out the many cases
• Effective resource planning and implementing strategies and operations
• Performance reviews and assessments; setting meetings with employees on their targets for speed and efficiency
• Ensuring all relevant communications, records and data are updated and recorded
• Monitoring random calls to improve quality, minimizing errors and track operative performance Education
Upper secondary education
North Miami Senior High
Skills
Sales Active listening Training & development Telemarketing Microsoft Excel Document review (document control) Medical scheduling Microsoft Powerpoint Order management system Phone customer support Achieving HIPAA compliance Technical support Project management Financial goal setting advisory services Customer service Desktop support Continuous improvement standards implementation Data- driven decision making Windows Live chat DocuSign Retail management - Retail management experience (3-5 years) Quality management Quality systems Software troubleshooting Sales negotiation Communication skills Sales goal setting Client email correspondence Team management Financial sales Lead generation Upselling Data analytics Email support CRM system proficiency Network Support Prospecting Account analysis Desktop Support Performance management Customer communication Network support NetSuite Recruiting Medical office experience VPN Customer support Quality control Call center experience Debt collection payment plan Collections agent experience Client services Attention to detail Management Debt collection Negotiation Athenahealth Call center management Interpersonal skills QuickBooks Customer support ticket management Organizational skills Medical administrative support ERP systems Customer service problem-solving Customer retention Word processing Basic math Employee relationship building Research Computer skills Customer satisfaction tracking Supervising experience Help desk Escalation handling Problem-solving HIPAA Order entry Managing teams in a customer support role Client follow- up Achieving sales targets Computer networking Cash register Motivational interviewing VMWare Microsoft Dynamics 365 English Conflict resolution Written communication CRM software Customer relationship management Phone etiquette Conflict management Leadership Remote Access Software Debt collection negotiation Managing customer accounts Phone communication Client communication B2B Software Troubleshooting Centers for Medicare and Medicaid Services (CMS) Availity Active Directory Credit report analysis Data entry Google Docs HITRUST Cash handling Empathy Mac OS Client retention strategy Sage Analysis skills Customer relationship building Relationship management Microsoft Office Closing sales Microsoft Outlook Inside sales Teamwork Data analysis skills Technical troubleshooting support E-commerce Typing Remote access software Critical thinking Demand planning Record keeping Computer operation Conducting staff training sessions as a store manager - Staff training sessions conducted as a store manager
(21-50 sessions) Outbound calling Time management Salesforce Cold calling Quality assurance Case management Documentation review Sourcing Microsoft Word Client interaction via phone calls Purchasing Debt collection skip tracing Technical Proficiency Team development Computer Networking Financial concepts Debt recovery Analytics Google Workspace Account management Administrative experience Handling customer inquiries Debt collection phone call Customer service management Business development Accounts payable Cross-functional collaboration Store opening procedures
Languages
• English
• Spanish
Certifications and Licenses
Driver's License
Insurance Producer License
CPR Certification
Property & Casualty License
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