Rosycela Chacon
Garden Grove,CA
Summary
Multi-tasking professional well-known for creating positive workplace culture and high-performing teams that increase market share and strengthen all client relationships. Experienced in driving team successes by coaching and motivating team members to increase operational efficiency, and customer satisfaction. Excellent interpersonal skills, while working well with others in both supervisory and support staff roles. Fluent in English and Spanish.
Overview
8
8
years of professional experience
Work History
Client Services Supervisor
The Moore Law Group
09.2022 - 09.2024
- Managed a team of 7 clerks, identifying underperforming batches and creating individual/team performance improvement plans when needed
- Attended all client performance meetings which discussed any gaps in performing accuracy
- Provided the attendees of meetings with a detailed action plan to increase market share
- Streamline reporting to accurately reflect account status at every stage of the litigation life cycle
- Partnered with lead attorneys/staff to identify issues and created controls to ensure our IT would catch such issues going forward
- Created in depth work instructions and training on all subject matters
- Created and enhanced internal assessments for internal and external audits, focusing on trends in findings across clients
- All findings were researched, remediated, and reviewed for process improvement
- Create and maintain client relationships, and build team morale
- Coordinate to maintain the workflow and align that work with applicable operations flow
Customer Service Asst Manager
PropertyRate AMC
11.2016 - 09.2022
- Promoted in November 2018 to Lead for Quality Control Department
- Promoted in August 2020 to Assistant Manager of Customer Service
- Promoted in October 2020 to Interim Manager of Customer Service
- Managed a team of 14 associates
- Took charge of escalated calls/emails identifying clients' needs and following up with updates, a plan of action, and solutions to meet their deadline
- Established performance and service goals to hold the team accountable for individual performance
- Lead process improvement and problem-solving efforts to create standard procedures and escalation policy for team members
- Conducted training and mentored team to promote productivity, accuracy and commitment to friendly service
- Monthly performance reviews with staff addressing areas of improvement and discussed in one-on-one meetings providing each member constructive feedback
Education
HS Diploma - graduating with Honors
Robert A. Millikan High School
Timeline
Client Services Supervisor
The Moore Law Group
09.2022 - 09.2024
Customer Service Asst Manager
PropertyRate AMC
11.2016 - 09.2022
HS Diploma - graduating with Honors
Robert A. Millikan High School
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