Customer Care Supervisor, Compliance Call Center

Omaira Brezo

Orlando, FL 407-***-**** ******.*****@*****.***

SUMMARY

Customer service leader with 20+ years of experience in high-volume, compliance- driven call center environments. Currently supervises a team of 20+ representatives handling 4,000-5,000 customer calls daily for a Florida state toll-payment program, maintaining a 95% QA average and 8:00-minute AHT while ensuring full compliance with state regulations. Proven ability to coach frontline teams to top- performing status, resolve high-stakes escalations, and drive measurable service improvements.

EXPERIENCE

SunPass Customer Care Supervisor

August 2023 - Present

• Resolve escalated customer disputes and account issues in accordance with Florida state toll regulations, serving as the final point of contact for complex or sensitive cases.

• Manage team scheduling and staffing coverage to maintain service levels across high call volume, minimizing wait times and abandonment rates.

• Conduct regular performance evaluations and one-on-one coaching sessions, identifying skill gaps and building individualized improvement plans that contributed to the team earning “Team of the Year” in 2023 and 2025.

• Identify and implement process improvements to call handling and escalation workflows, increasing efficiency and consistency across the team. SunPass Customer Care Coach (Lead)

February 2016 - August 2023

• Delivered frontline coaching and real-time support to customer service representatives, resolving complex account and billing issues within a high- volume call center environment.

• Recognized for leading a consistently top-performing team across key performance metrics, including QA scores and average handle time.

• Partnered with supervisors and management to meet service-level agreements

(SLAs) and improve overall customer satisfaction.

• Trained new hires and existing staff on updated toll account policies and Florida compliance requirements, supporting smooth policy rollouts. Orange Lake Resorts Contract Processor

January 2010 - February 2016

• Audited and processed daily contracts with speed and accuracy, ensuring full compliance with company and regulatory standards.

• Partnered with sales teams to align contract documentation with company standards, reducing processing errors.

• Maintained a high level of accuracy under tight processing deadlines across a high-volume contract queue.

SKILLS

• Call Center Operations & High-Volume

Support

• Team Leadership & Development (20+

Reports)

• Escalation & Conflict Resolution

• Regulatory Compliance (Florida State Toll

Policy)

• Performance Coaching & Evaluation

• QA & AHT Metrics Management

• Scheduling & Workforce Management

• Process Improvement

• Bilingual Communication (English/Spanish)

• Microsoft Office Suite (Word, Excel,

PowerPoint)

AWARDS

Team of the Year - 2023

Recognized for top-ranking team performance

across customer satisfaction and efficiency

metrics.

Team of the Year - 2025

Repeat recognition for sustained top-tier team

performance.

EDUCATION

Dr. Phillips High School Diploma

1991

LANGUAGES

• English (Native/Fluent)

• Spanish (Fluent)

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