Operations Manager & Trainer - Customer Support
Resume:
Roxana Gionti
Contact
************@*****.***
Objective
To obtain a challenging and exciting long-term position with stability and career advancement.
Education
2015-2019 University of Central
Florida BA Majored in Psychology
2012-2014 Lake Sumter State
College Leesburg, Fl
Resident Agent
Accident & Sickness & Life
License No: 3787577
Experience
2022-2025
Substitute Teacher
• Valley Point Elementary
2022-Present
United Health Care/Solutran Operations Manager, Trainer, & Operations Supervisor
•Results-CX
2018-2022
Home Depot Certified Instructor •Operations Manager • Curriculum Subject Matter Expert •Support Resource • Subject Matter Expert • Chat Support
• Arise Virtual Solutions
• Directly managed a team of nine supervisors with 141 agents. Ensured all key performance indicators are met and maintained per the client’s expectations and ensured accuracy of payroll documentation.
• Coached agents’ development areas. Assisted the supervisor and agents with functionality and troubleshooting of applications or account issues for the customers/members.
• Consistently provided procedural knowledge by being attentive to and acting upon information advised in email updates, team meetings, and trainings.
• Motivated and inspired to promote team building and to increase team and Call Center morale. Remained positive despite challenges.
• Multitasked, listened, inputted data, took on additional responsibilities or additional tasks as business requires. Ensured that agents have working equipment, and all items needed to do their job.
• Instructed/trained new higher learners on client policy and procedures. Prepared learners for client calls. Performed as a liaison between the Operations Team, Training Team and the Quality Assurance Department. Communicated quality initiatives, performance results and procedural changes.
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