Gandia, Maria Elena
• Technical Skill and Application Experience
• Working Experience
2017 – 2018 : West Contact Services
Designation : Culture Champion Employee Engagement
Role : Serves as the main point of contact for Marketing/Communications. Communicate and execute company wide employee engagement/activities
(i.e. branding, brand spotter incentive, employee discounts, company celebrations/announcements, reward/recogniztion programs, communication audits etc..)
: Acts as a Brand Ambassador on-site
: Ship and receive items including flyers, posters, banners, trophies, etc..)
: Work with Site Director to execute initiatives throughout the site
: Brainstorm and share ideas on how to improve employee engagement and morale on-site
: Meet monthly with team to discuss upcoming company-wide initiatives and share what’s working and what’s needed
2016 – 2017 : West Contact Services
Designation : Operations Team Supervisor
Role : To oversee the day-to-day operation
: To provide hourly performance update to the client.
: Audit and oversee the performance of the team managers and make sure that tasks and reports are carried out efficiently and effectively
: Oversee the performance on agent level and address poor performance.
: Provide weekly progress report on the performance of the team managers and agents under the cluster.
: Coordinate and update other departments (Training, HR, Payroll) on-behalf of team managers and agent.
: Handle special tasks as needed by the operation and directly provide updates to the Operations Director.
: To provide necessary on boarding to new hire agents and team managers.
: Responsible for supervising activities of assigned Operation team to ensure quality performance, in-depth product knowledge,
and adequate staffing in order to exceed the client’s goals and objectives
: Ensure the availability of staff to answer procedure and product related questions in a timely and accurate manner,
to accurately maintain staffing efficiency
: Attend client calls and business call reviews
: Prepare and conduct timely performance appraisals of direct reports
: Coach, train, and develop subordinates to achieve quality performance
: Participate in monthly sessions with production employees to gauge morale and make recommendations to management
: Proactively oversee the activities involved in quality resolution of client or team problems or concerns
: Provide feedback to supervisor regarding recurring problems and recommend improvements
: Continuously improve the level of overall service.
2013 – 2016 : West Contact Services
Designation : Team Manager
Role : Ensure production employees receive continuous development training after initial training has been completed
in order to improve ability of assigned production employees
: Assist with identifying areas where additional training is needed based on performance of assigned production employees
: Coach, train, and develop subordinates to achieve quality performance
: Monitor outstanding PINs (e.g. performance, attendance, etc.) on assigned employees, ensuring the conditions of
PINs are prioritized for completion
: Assist with coaching and developing assigned group to achieve goals and quality performance, which may include
role playing call scripts and providing feedback on ways to improve conversion rates
: Improve agent call processing skills to exceed client expectations for productivity, service and quality
: Develop Daily Action plan evaluating and ranking performance of each agent
: Meet daily with Supervisor to identify Production team lead objectives for the day
: Complete goal of 2 agent coaching conversations per hour with 2 call evaluations
: Improve agent morale by creating and maintaining a winning environment that contributes
agent to agent satisfaction, productivity and commitment to West
: Review all current training related materials
: Develop agent product, process and procedure knowledge
2009 – 2013 : West Contact Solutions
Designation : Technical Support Representative
Role : Received calls from customers with cable, modem and phone service issues concerning cable boxes/modem/phone activation
and troubleshooting that includes reactivation of equipment and rate code corrections provisioned on customer’s account.
: Processed kit orders for self-installation and/or professional installation and set customer’s expectation about the product,
service and their corresponding fees.
: Assist customers with billing and product inquiries
2007 – 2009 : St. Luke's Medical Center
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