Gabriel Troya
Denver CO
Summary
Accomplished Call Center Supervisor with a proven track record at CNT, enhancing customer service and sales productivity. Expert in quality control optimization and document management, I significantly improved organizational efficiency. Skilled in recruiting and training, my leadership boosted team performance and customer satisfaction, demonstrating exceptional timekeeping abilities and a commitment to excellence.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Call Center Supervisor
CNT
03.2020 - 05.2024
- Supervised 25 call center representatives in providing excellent customer service to callers requiring assistance for booking medical appointments and selling cell phone plans issues.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
Call Center Representative
CNT
03.2014 - 02.2020
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Promptly responded to inquiries and requests from prospective customers.
- Cross-trained and backed up other customer service managers.
- Created and maintained detailed database to develop promotional sales.
Restaurant Manager
Chipote Chillon
02.2008 - 04.2014
- Developed, implemented, and managed business plans to promote profitable food and beverage sales.
- Carefully interviewed, selected, trained, and supervised staff.
- Reconciled cash and credit card transactions to maintain accurate records.
- Correctly calculated inventory and ordered appropriate supplies.
Education
Associate of Arts - English-as-a-Second-Language Education
Cambridge University
Ecuador05-2021
Skills
- Information tracking
- Quality control optimization
- Document Management
- Timekeeping abilities
Certification
CELTA Teaching English as a second language
Timeline
Call Center Supervisor
CNT
03.2020 - 05.2024
Call Center Representative
CNT
03.2014 - 02.2020
Restaurant Manager
Chipote Chillon
02.2008 - 04.2014
CELTA Teaching English as a second language
Associate of Arts - English-as-a-Second-Language Education
Cambridge University
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