Norma Alvarez

Motivated hardworking Customer Service Supervisor highly effective at conflict resolution and persuasive communication. Qualified with 10+ years in fast-paced customer service and call center environments. Talented and reliable with an excellent attention to detail, driven to exceed expectations and maximize customer satisfaction. Skilled people motivator and problem solver. Solid team player who offers a positive and cooperative attitude.

Customer Service Supervisor at Raza Communications (2009-10 – Present)

Providing administrative support to up to 40 staff members. Committed and motivated with solid background in data entry and exceptional customer service with great decision making skills with call 100+ call volume. Adapt at organizing meetings, training and supervising staff and implementing office processes and procedures that expedite work and significantly safe costs.

• Managed department schedules to maximize coverage during peak hours.
• Completed complex problems and resolved issues in a timely manner.
• Filled out documentation and logs each day and created weekly reports detailing activities.
• Served as company's bilingual [Spanish] and [English] Customer Service Representative.
• Managed daily operations and processes
• Managed quality communication, customer support and product representation for each client.
• Trained new employees on company customer service policies and service level standards.
• Informed customers about all product lines and services offered by the company.
• Helped customers select the best calling plan that best fit their personal needs.
• Offered exceptional customer service to differentiate and promote the company brand.
• Guaranteed positive customer experiences and resolved all customer complaints.
• Resolved product or policy issues and shared benefits of new Calling plans
• Answered and directed outbound and inbound phone calls each day.

High School Diploma – Bowie High School