Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.
High customer service standards
Call center management experience
Dedicated to process improvement
Strong problem solving ability
Proficient with Microsoft Office Suite
Proficient in customer account software
Focused on customer satisfaction
Microsoft Office proficiency
Excellent communication skills
Strong problem solver
Strong interpersonal skills
Multi-line phone proficiency
09/2016 to Current
Youth Care WorkerComprehensive Health Services － Miami, FL
Responsible for providing supervision, daily engagement, and as-needed assistance at a temporary shelter for children ages 13-17.
Provides residential care and line of sight supervision of unaccompanied minors, mostly ages 13-17.- Provides oversight during recreation, meal time, relaxing time and play- Assists during transition and movement of children from one activity to the next and one physical location to another- Interacts with children in an appropriate manner, including playing games or during recreational time- Maintain the Case file and Database in accordance with Office of Refugee and Resettlement guidelines (ORR)OTHER DUTIES: - Performs duties in a safe manner.
03/2004 to 05/2015
Communications SupervisorFlorida City Police Departmnte － Florida City, Florida
Maintain logs, prepare reports, and direct the preparation, handling, and maintenance of departmental
Explain police operations to subordinates to assist them in performing their job duties.
Cooperate with court personnel and officials from other law enforcement agencies and testify in court as
Review contents of written orders to ensure adherence to legal requirements.
Train staff in proper police work procedures.
Monitor and evaluate the job performance of subordinates, and authorize promotions and transfers.
Prepare work schedules and assign duties to subordinates.
Discipline staff for violation of department rules and regulations.
Develop, implement and revise departmental policies and procedures.
• Data collection and analysis• Strong verbal communications skills• Self motivated, initiative, high level of
energy.• Decision making, critical thinking, organizing and planning.• Leadership communication skills•
Problem analysis, use of judgment and ability to solve problems efficiently• Adaptability and ability to work
under pressure• Computer Literacy • Flexibility/Adaptability/Managing Multiple Priorities•
Adaptability/Flexibility• Dependability/Reliability/Responsibility• Positive
Attitude/Motivation/Energy/Passion• Independent• People-oriented• Organized• Industrious• CPR Certified•
FCIC/NCIC Certified • Conscientious• Multi-tasking• Work well under pressure• Ability to work well with
others• Ability to gather and process information efficiently• Familiar with CAD system• CJIS certified•
Received NMIS training • Strong organizational skills• Active listening skills• Telecommunication skills•
Energetic work attitude• Call center management experience• Customer service management expertise•
Devoted to data integrity• Strong problem solving ability• Proficient with Microsoft Office Suite
Overseer of the day ¬to ¬day operations activities, and personnel on an assigned shift to ensure compliance
of established guidelines, procedures, and policies. Created spreadsheets on Excel pertaining to time sheets,
leave requests, and overtime. Prepared word documents regarding reports, memorandums, and agendas.
Ensured appropriate staffing levels are maintained. Created policies in order to maintain a steady and
efficient work environment. Prepared and conducted lineup briefings to maintain awareness of relevant
events. Responsible for the effective supervision and administration of staff including staffing development
& training, performance management, employee relations, delegating assignments, and approving and
monitoring leave requests. Ability to handle a variety of human resources issues with tact and diplomacy
and in a confidential manner. Advised staff on difficult issues and made decisions on exceptional situations
to manage and implement appropriate services and assistance. Ensured the operational readiness of
equipment related to the 911 emergency telephone system. Assisted dispatchers with difficult and complex
calls and dispatches. Conducted quality assurance reviews of calls and dispatches. Entered, modified, and
cleared information in local state, and national computerized database such as Florida Crime Information
Center (FCIC), National Crime Information Center (NCIC), and the Department of Motor Vehicles (DMV)
pertaining to arrest warrants, driver record/history, and other similar data. Assisting citizens with
request/complaints, answering multiple telephone lines, monitoring two radio frequencies, and dispatching
field units to emergency/non emergency calls,
06/2003 to 02/2004
Sales RepresentativeAT&T Long Distance Sales － Miami, FlResponsible for selling AT&T long distance and products. Collected customer feedback and made process changes to exceed customer satisfaction goals. Made reasonable procedure exceptions to accommodate unusual customer requests. Provided accurate and appropriate information in response to customer inquiries. Addressed customer service inquiries in a timely and accurate fashion.
High School DiplomaUniversity High School － Miami, Florida, United States