Dulce Argueta
El Monte
Summary
Accomplished Call Center Supervisor at San Gabriel Transit Inc., adept in quality control optimization and staff motivation. Excelled in training delivery and resolving customer complaints, significantly enhancing service quality. Skilled in documentation and scheduling, ensuring high levels of efficiency and customer satisfaction.
Overview
2
2
years of professional experience
Work History
Call Center Supervisor
San Gabriel Transit Inc.
El Monte
01.2025 - Current
- Facilitated training sessions for new employees on company policies and procedures.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Oversee calls, ensuring all calls are answered in a timely manner.
- Coordinated with other department supervisors to ensure smooth workflow and project alignment.
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
- Responded to customer questions regarding their current trip and lost and found items, ensuring riders book their next day trip.
- Identified needs of customers promptly and efficiently.
- Managed scheduling for staff, ensuring we have coverage.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
Call Center Representative
San Gabriel Transit Inc.
El Monte
03.2023 - 01.2025
- Maintained detailed records of customers' trips.
- Updated databases with new and modified customer daily trips.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Offered resolutions to de-escalate calls and solve customer issues.
Education
High School Diploma -
Arroyo
El Monte, CA05-2012
Skills
- Quality control optimization
- Information tracking
- Training delivery
- Documentation expertise
- Scheduling proficiency
- Staff motivation
Accomplishments
- Superior Award - 2025
Languages
Spanish
Professional
Timeline
Call Center Supervisor
San Gabriel Transit Inc.
01.2025 - Current
Call Center Representative
San Gabriel Transit Inc.
03.2023 - 01.2025
High School Diploma -
Arroyo