Bilingual Supervisor Resume Example Teleperformance (Unitedhealthcare)

BILINGUAL SUPERVISOR

Summary

Service-driven professional with 14-year background in customer service setting. Personable and reliable desiring opportunity to use my many skills in a busy environment.

Skills

Bilingual Spanish and English
Trained in interviewing and recruiting
Great people skills
Multitasker
CCMS efficient
Coaching and development
Excellent team work
Providing excellent Customer Service for over 14 years

Issue and conflict resolution
Contract development and management
Problem resolution
Administrative support
Organization
Relationship development
Team building
Planning and coordination

Experience

Bilingual SupervisorNov 2015 to Current
Teleperformance (UnitedHealthCare) － Sierra Vista, AZ

Realigned workflows with changing business demands by evaluating processes and employee strengths.
Directed and motivated team of 22 Advocates in a call center setting.
Increasing production, reducing turnover, eliminating waste and enhancing quality on a monthly biases and/or when client requested.
Enhanced group productivity with development and implementation of what strategy best fit the Advocate.
Addressed employee and production issues to determine and implement optimal resolutions, preventing wasted resources and maintaining schedules.
Established and enforced clear goals to keep all employees on same level and working collaboratively.
Identified and corrected performance and personnel issues negatively impacting team and business operations.
Coordinated with internal departments to maximize operational efficiency across production and administrative areas.
Monitored employee performance and safety, conducting retraining to correct problems and optimize productivity.
Established and maintained operating schedules to provide effective coverage for key areas and to achieve customer service objectives.
Assessed employees' strengths and delegated tasks based upon expertise and knowledge, which increased their KPIS that needed to be meet on a monthly biases.
Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
Have the training and experience for Interviewing the right candidate for the job.
Supervised successful team of 22 Advocates by conveying project information consistently, quickly resolving issues and delivering constructive feedback.
Coached and mentored over 80 staff members with team work by offering constructive feedback and asking about long-term career growth goals.
Identified equipment malfunctions by using various troubleshooting methods which include having the skills, patience, and knowledge as well as multitasking and great communication skills.
Ran daily reports to assess performance and make proactive adjustments.
Recruited, hired and trained new employees, including monitoring and review of individual performance.
I supervise a team that is cross trained in over 5 lines of business and in 2 languages. Very good at learning multiple parts of the business and have the ability to process and retain the information.

CashierNov 2012 to Aug 2013
AAFES Gas Station － Fort Huachuca, AZ

Helped customers find specific products, answering questions and offering advice.
Processed returned items in accordance with store policy.
Resolved issues regarding customer complaints and escalated worsening concerns to management for remediation when all problem solving was used.
Wrapped items and bagged purchases properly to prevent merchandise breakage.
Assisted co-workers and management with completing end-of-day counts and securing funds to prevent loss or theft.
Worked closely with front-end staff to assist customers.
Troubleshot and resolved issues with cash registers, card scanners and printers.
Wiped down counters and conveyor belt to remove debris and maintain cleanliness.
Observed company return policy when processing refunds, including inspecting merchandise for wear or damage.
Properly verified customer identification for alcohol or tobacco purchases.
Learned roles of other departments to provide coverage and keep store operational.
Welcomed customers, offering assistance to help find necessary store items.
Completed daily recovery tasks to keep areas clean and neat for maximum efficiency.
Was quick on my feet, hands and skills to assist with the Soldier rush in the evenings, assisting over 100 soldiers in an hour span with our great team of employees we had to work with.

Customer Care ProfessionalFeb 2010 to Nov 2012
Aiges － Sierra Vista, AZ

Promptly responded to customer inquiries and resolved complaints to promote loyalty.
De-escalated customer issues with problem-solving abilities.
Evaluated customeraccount information to assess current issues and determine potential solutions.
Processed customer account changes.
Kept customer and system account information accurate and current to support timely resolutions for all concerns.
Documented conversations with customers to track requests, problems and solutions.
Consulted with customers regarding their reward points redemption needs, addressing balance and shipment concerns.
Researched resolutions, contacted necessary departments and responded back to customer back phone, mail or fax as follow up.
Interacted with over 30 customers per shift to provide and process information in response to inquiries, concerns and requests about services and products.

Education and Training

High School DiplomaMay 2010Buena High School － Sierra Vista, AZ

Resume Overview

Companies Worked For:

Teleperformance (UnitedHealthCare)
AAFES Gas Station
Aiges

School Attended

Buena High School

Job Titles Held:

Bilingual Supervisor
Cashier
Customer Care Professional

Degrees

High School Diploma May 2010

Bilingual Supervisor Resume Example

Resume Score: 80%

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