Christine Santos

Supervise a team of Customer Service Representatives who handle escalated customer escalations.

Unit Supervisor - Florida Power & Light (FPL) Project - Intelogix - El Paso, TX

(2010-06)

Supervise a team of Customer Service Representatives who handle escalated customer escalations.

• Coach, train, and develop employees to improve performance and meet KPIs.
• Monitor calls and provide real-time feedback to ensure quality service and compliance.
• Conduct one-on-one coaching sessions and performance evaluations.
• Resolve complex customer issues while maintaining strong client satisfaction.
• Track team performance, identify trends, and implement improvement plans.
• Schedule and prioritize daily operations to meet business goals.
• Ensure compliance with company policies and client requirements.
• Collaborate with management to address operational challenges and improve team performance.
• Support staffing, reporting, and day-to-day contact center operations.

El Paso Community College (Valle Verde) (1988-05 - 1999-05)

High School Degree - J.M. Hanks High School (1985-08 - 1988-05)