Lead Operations Manager - Customer Service Advocate

RosaDiana S. Carter

**** ******* ** ***** *****, 91945 915-***-**** *****************@*****.*** Professional Summary

Highly motivated and adaptable professional with a strong work ethic and a passion for helping others. Fast learner who thrives in new environments and adjusts quickly to change. Dependable, supportive, and team-oriented while maintaining high standards of professionalism. Experienced in customer service, team leadership, data analysis, coaching, and operational support. Proven success in adapting to evolving responsibilities in a Leads Operations Manager role. Dedicated and honest employee who consistently goes the extra mile to support others and deliver exceptional customer service experience. Lead Operations Manager – Sagility, El Paso, TX 79900 September 2025 – April 2026

• Implemented operational policies and procedures

• Analyzed performance data to improve efficiency and results

• Ensured regulatory compliance and company standards were met

• Mentored and coached team members to improve productivity

• Supported agents by answering questions and resolving escalations

• Focused on improving customer satisfaction and service quality

• Conducted mandatory coaching sessions and performance feedback

• Assisted in multiple departments as needed to support operations Customer Service Representative – Sagility, El Paso, TX 79900 November 2020 – September 2025

• Provided excellent customer service by assisting customers with inquiries, concerns and account issues

• Resolved customer complaints professionally and efficiently to ensure satisfaction

• Handled inbound and outbound calls, emails, or chats in a timely manner

• Built positive relationships with customers through clear communication and problem-solving

• Followed company policies, procedures, and compliance standards Enumerator – Census Bureau, Pago Pago, American Samoa 96799 January 2020 – July 2020

• Collected accurate data through surveys, interviews or questionnaires with individuals and households

• Conducted filed visits to assigned locations while maintaining professionalism and confidentiality

• Explained survey purpose and procedures clearly to participants

• Recorded responses accurately using paper forms, tablets or computer system

• Verified information for completeness and accuracy before submission

• Met daily and weekly data collection targets and deadlines

• Maintained organized records of completed assignment and follow-up visits Server/Office Assistant – Tisa’s Barefoot Bar, Pago Pago, American Samoa 96799 January 2014 – October 2019

• Provided administrative support including answering phones, taking messages and handling customer inquiries

• Managed scheduling and daily office organization tasks

• Served food and beverages while delivering friendly and efficient customer service

• Processed customer payments and balanced cash drawer at end of shift

• Maintained cleanliness and organization of bar, dining, and work areas

• Supported daily operations by assisting wherever needed during busy periods

• Restocked supplies, beverages, and inventory as needed

• Followed health, safety and responsible service guidelines Education

High School General Education – Samoana High School 2011-2015 Associate of Science, degree Fall 2018 American Samoa Community College Associate of Arts, degree Fall 2019 American Samoa Community College Thailand Internship “Mammalian Thermoregulation, Summer Internship 2018 Skills: Microsoft Word, Excel, PowerPoint Time management Problem solving and critical thinking Teamwork and collaboration Data entry and database management Recordkeeping and file organization Ethical decision-making Attention to detail

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