Supervisor Global Contact Center Leader

NICOLE REYNA

Buda, TX ***** 956-***-**** ********@*****.***

PROFILE

Experienced and compassionate leader with over 15 years of expertise in customer service, operations, and staff development. Recognized for fostering collaborative team environments, resolving escalations with empathy, and ensuring exceptional guest satisfaction. Skilled in training, coaching, and optimizing performance within fast-paced settings. Seeking to leverage leadership experience and a strong Hyatt background to excel as a Supervisor – Global Contact Center.

PROFESSIONAL EXPERIENCE

School Operations Manager – KIPP Texas Public Schools 07/2024 – 08/2025

• Oversee daily campus operations, scheduling, and staff coordination to maintain seamless workflows.

• Analyze data and performance metrics to identify areas for improvement and implement effective strategies.

• Provide mentorship, feedback, and coaching to team members to drive professional growth.

• Partner with vendors and cross-functional teams to streamline operations and ensure compliance with organizational goals.

Global Contact Center Representative – Hyatt

09/2020 – 12/2022

• Supported the daily operations of the Global Contact Center, handling complex guest concerns and providing leadership in escalations.

• Trained and guided new representatives on brand voice, call quality, and customer service excellence.

• Achieved high performance metrics in AHT, QA, and guest satisfaction while promoting a positive team culture.

• Collaborated with leadership to enhance workflows, improve onboarding, and boost employee engagement. Remote Customer Service Representative / Reservation Specialist – Norwegian Cruise Line 09/2018 – 09/2020

• Delivered personalized guest experiences through expert product knowledge and active listening.

• Resolved technical and booking issues efficiently, improving overall customer satisfaction.

• Managed complex reservation schedules and updates with precision and accuracy. Home Health Aide (HIPAA Certified) – The Medical Team 07/2017 – Present

• Deliver compassionate in-home care while maintaining patient dignity and comfort.

• Monitor vital signs, assist with daily routines, and communicate effectively with healthcare teams.

• Uphold strict HIPAA compliance and maintain accurate patient records. EDUCATION & CERTIFICATIONS

A.A. in Business Administration (Credits Earned) – Austin Community College HIPAA Certified BLS CPR SKILLS

Leadership & Coaching Call Center Operations Team Development Customer Experience Conflict Resolution Process Improvement Microsoft Office Google Workspace OPERA DocuSign Compliance

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