Zulema Garcia
Tech Supervisor/Customer Service Supervisor And Representative
Guatemala City,GU
Summary
Quick-thinking Supervisor recognized for success in guiding teams and boosting performance. Practical problem-solver with excellent issue and conflict resolution skills to drive team and organizational success.
Highly effective and knowledgeable in process improvement and inventory control. Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals.
Overview
11
11
years of professional experience
Work History
Tech Supervisor
Alorica
12.2022 - 07.2024
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Daily training's and weekly workshops supporting our agents improving their knowledge on daily bases
- Achieved results by working with staff to meet established targets, supporting directly Senior and Manager with new action plans to implement with our LOB
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Maintained compliance with company policies, objectives, and communication goals.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Evaluated employee performance and coached and trained to improve weak areas.
- Conducted routine inspections to check quality and compliance with established specifications.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
General Care Supervisor
Alorica
03.2018 - 12.2022
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Supported creation of detailed, financial models to value potential acquisition targets.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Developed effective improvement plans in alignment with goals and specifications.
- Maintained database systems to track and analyze operational data.
- Frequently inspected production area to verify proper equipment operation.
- Created and managed project plans, timelines and budgets.
- Educated staff on organizational mission and goals to help employees achieve success.
- Collected, arranged, and input information into database system.
- Generated reports detailing findings and recommendations.
Customer Service Representative
Alorica
11.2017 - 03.2018
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Customer Sales Representative
Conduent
01.2016 - 11.2017
- Assisted call-in customers with questions and orders.
- Built strong relationships with clients through attentive service, leading to repeat business and referrals.
- Improved sales revenue with effective communication of product features, benefits, and promotions.
- Responded to customer calls and emails to answer questions about products and services.
- Emphasized product specifications to meet customer needs.
- Resolved concerns with products or services to help with retention and drive sales.
- Described product highlights and benefits to help guide purchasing decisions.
- Managed high call volumes, prioritizing tasks effectively to maintain exceptional service levels for each interaction.
- Navigated complex situations diplomatically by using professional problem-solving techniques tailored to specific customer needs.
Collections Agent
Nearsol
10.2014 - 01.2016
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Achieved performance goals on consistent basis.
- Counseled debtors on payment options and arranged installment agreements.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
- Improved overall portfolio performance through consistent monitoring of accounts and proactive identification of potential issues.
- Negotiated to collect balance in full.
Bank Customer Service Representative
Telus International
08.2013 - 10.2014
- Went above and beyond with service to promote loyalty and support bank goals.
- Supported fraud prevention efforts by diligently monitoring transactions for suspicious activity and escalating concerns as needed.
- Managed cash drawer accurately and efficiently, adhering to strict security protocols for vault access and transaction processing.
- Implemented strategies for retaining at-risk customers, resulting in increased retention rates and enhanced brand loyalty.
- Stayed current on banking products, services and regulations to continue delivering top-notch service and support.
- Consulted with customers on individual needs and offered solutions aligned with individual situations and preferences.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Cross-sold credit cards, loans and other bank products.
- Calculated fees due, interest and change for customer transactions.
Education
No Degree - Technician Chef
Universidad Mariano Galvez
Guatemala City, Guatemala 05.2001 -
High School Diploma -
Guillermo Putzeys Alvarez
Guatemala City, Guatemala 05.2001 -
Skills
Staff Management
Operations Management
Process Improvement
Strategic Planning
Inventory Control
Data Analytics
Staff Discipline
Employee Motivation
Training and mentoring
Staff Development
Complex Problem-Solving
Negotiation
Teamwork and Collaboration
Self Motivation
Problem-solving abilities
Multitasking
Team Collaboration
Adaptability and Flexibility
Excellent Communication
Time management abilities
Organizational Skills
Processes and procedures
Team building
Attention to Detail
Task Prioritization
Analytical Thinking
Professionalism
Data Analysis
Written Communication
Timeline
Tech Supervisor
Alorica
12.2022 - 07.2024
General Care Supervisor
Alorica
03.2018 - 12.2022
Customer Service Representative
Alorica
11.2017 - 03.2018
Customer Sales Representative
Conduent
01.2016 - 11.2017
Collections Agent
Nearsol
10.2014 - 01.2016
Bank Customer Service Representative
Telus International
08.2013 - 10.2014
No Degree - Technician Chef
Universidad Mariano Galvez
05.2001 -
High School Diploma -
Guillermo Putzeys Alvarez
05.2001 -
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