Ana Rosa Davila
Compton
Summary
Experienced in customer service bringing 11 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
15
15
years of professional experience
Work History
Operations Supervisor
Directlink WorldWide
Los Angeles
12.2023 - Current
- Supervised daily operations to ensure efficient workflow and productivity.
- Implemented process improvements to enhance operational efficiency.
- Monitored performance metrics to identify areas for improvement.
- Resolved operational issues promptly to minimize disruptions in service.
- Managed daily operations, including scheduling personnel, assigning tasks, and monitoring progress.
- Trained new employees on proper job functions and company policies and procedures.
- Monitored staff performance and provided feedback for improvement.
Customer Service Supervisor
Custom Air Trucking
05.2020 - 12.2023
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Customer Service Representative
Custom Goods
02.2011 - 05.2020
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
High School Diploma -
South Gate Senior High School
South Gate, CASkills
- Records Management
- Continuous Improvement
- Call Center Operations
- CPR Certified
- Type 50 WPM
- Bilingual, English and Spanish
- Reliable
- Organizational Skills
- Inventory Control
- Shipping and Receiving Documentation
- ADP Management
- Employee training
- Customer relationship management
- Performance coaching
- Process improvement
- Team leadership
- Communication skills
- Attention to detail
- Time management
- Workflow management
- Verbal and written communication
- Call flow maximization
- Customer escalations
- New hire training
- Team management
- Policy enforcement
- Schedule coordination
- Staff assignments and supervision
- Work prioritization
References
Available upon request
Timeline
Operations Supervisor
Directlink WorldWide
12.2023 - Current
Customer Service Supervisor
Custom Air Trucking
05.2020 - 12.2023
Customer Service Representative
Custom Goods
02.2011 - 05.2020
High School Diploma -
South Gate Senior High School