This document is a resume for Nayda Agosto Algarín summarizing her 11 years of experience working in call center and customer service industries. She has held the role of Call Center/Customer Service Supervisor for the past 6 years where her responsibilities included supervising call center operations, managing KPIs and metrics, quality control, monitoring calls, administering performance management, and training staff. Some of her accomplishments include implementing quality and monitoring processes, creating callback and support teams, and managing over 100k monthly calls with an 80% service level. She has a Bachelor's Degree in Business Administration and is bilingual with strong computer, communication, and personal skills.

1. Nayda Agosto Algarín
E-mail: nayda91@gmail.com
Phone: 787-586-4344
Gurabo PR 00778
Overview
For the past 11 years, I’ve been working for the Call Center/ Customer Service
Industry. In this resume, you will find my job description, tasks and experiences
acquired trough the past years.
Experienced Call Center/ Customer Service Supervisor
Responsibilities:
• Supervising call center operations as a liaison between clients,
supervisors, and call center employees.
• Responsible for setting and meeting customer service targets, as well as
planning areas of improvement or development.
• Managing KPI's and real-time measure metrics
• Leading the development of superior customer service and high
performance.
• Liaising with supervisors, team leaders, operatives and third parties to
gather information and resolve issues.
• Quality Control (Monitoring).
• Monitoring calls to improve quality service. Minimize errors and track
operative performance.
• Administer performance management by diagnosing improvement
opportunities, providing effective feedback, coaching, training,
professional development, and corrective action plans.
• Preparing and analyzing daily call and metrics reports, scheduling and
staffing.
• Coaching, motivating, retaining staff and coordinating bonus, reward and
incentive schemes.
• Administering disciplinary actions.
• Resolving team scheduling issues and conflicts.
• Conducting development, training and production meetings

2. • Reviewing the performance of staff, identifying training needs and
planning training sessions
• Interviewing, hiring, training and retaining qualified staff.
• Ensured strict adherence to company policies, quality and procedural
guidelines.
• Track inbound/ outbound calls
• Track attendance
Accomplishments:
• Implemented and developed Quality and monitoring processes
• Created call backs and clerical support teams to reduce AHT
• Implemented live consulting internal extensions to reduce hold time
• Managed +100k monthly inbound calls with a +80% SL
• People skills
Skills:
• Bilingual
• Computer programs
• Personal and communication skills
Work Experience:
Call Center Supervisor Work Experience:
2014- Actual
Evertec, Inc
2011- 2014
Triple S Health Plan/ Telemedik, Inc.
2009 - 2011
PR Water Authorithy AAA (DRS/ Casiano Communications, Inc.)
2004 - 2009
T - Mobile, Atento PR
Education:
Interamerican University
Completed: Business Administration Bachelor Degree

3. All references will be submitted upon request