Melanie Figueroa
San Juan
Summary
Responsible to own the day-to-day management of a team of Contact Center Representatives. Supervises Contact Center Representatives that are serving, retaining, and selling to our current base. Responsible for the implementation of initiatives planned to satisfy the customer's needs. Coordinate that Contact Center Representatives are knowledgeable on service policies and processes, that they adhere to assigned schedules, and exceed company and department targets. Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.
Overview
21
21
years of professional experience
Work History
Contact Center Supervisor
Liberty Mobile
11.2020 - Current
- Responsible to own the day-to-day management of a team of Contact Center Representatives
- Created a positive work environment, fostering strong teamwork and agent engagement.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Monitored daily sales performance and provided feedback to each team member.
- Assisted sales team members in developing customer relationships, and building customer loyalty.
- Supervises Contact Center Representatives that are serving
- Retaining, and selling to our current base
- Responsible for the implementation of initiatives planned to satisfy the customer's needs
- Coordinate that Contact Center Representatives are knowledgeable on service policies and processes, that they adhere to assigned schedules, and exceed company and department targets.
Call Center Manager
AT&T Mobility
02.2006 - 10.2020
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Led daily team meetings to review performance, set targets and motivate staff.
- Established and oversaw performance targets for call center associates.
- Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
- Analyzed customer feedback to identify improvement opportunities and develop action plans.
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
- Enhanced team performance, providing regular coaching sessions and constructive feedback for continuous improvement.
- Determined quality assurance benchmarks and set standards for improvement.
- Trained team members on performance metrics and consumer behavior identification.
Credit Collections Representative
AT&T Mobility
02.2003 - 02.2006
- Maximized debt recovery by establishing strong relationships with clients and utilizing persuasive negotiation tactics.
- Promoted a positive customer experience during the collections process, leading to increased client retention rates.
- Maintained accurate records of customer communications, payments, and account status for optimal reporting and analysis purposes.
- Demonstrated strong problem-solving skills by effectively resolving complex customer issues related to billing disputes and account discrepancies, leading to improved customer satisfaction levels and reduced resolution times.
- Improved customer payment rates by developing and implementing effective collection strategies.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
Education
Bachelor of Science - Criminal Justice
Universidad De Puerto Rico
Carolina, PR09.2006
Skills
- Public speaking
- Lead generation
- Contract development and management
- Sales tactics
- Issue and conflict resolution
- Data analysis and reporting
- Timekeeping abilities
Languages
English
Spanish
Timeline
Contact Center Supervisor
Liberty Mobile
11.2020 - Current
Call Center Manager
AT&T Mobility
02.2006 - 10.2020
Credit Collections Representative
AT&T Mobility
02.2003 - 02.2006
Bachelor of Science - Criminal Justice
Universidad De Puerto Rico
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