Karina Huerta
Santa Ana,CA
Summary
Experienced with call center team leadership, motivating agents to achieve high performance and customer satisfaction. Utilizes strategic planning to address challenges effectively. Track record of maintaining quality assurance and implementing training programs to develop team capabilities.
Overview
14
14
years of professional experience
Work History
Crown and Bridge Call Center Supervisor
Glidewelll Laboratories
09.2021 - Current
- Conduct performance evaluations for team members, providing constructive feedback, and opportunities for improvement.
- Monthly one-on-ones to provide the team with updates and offer an open forum to discuss feedback on what is working, what is not working, and how to work together to find solutions.
- Coach agents on communication techniques to effectively resolve customer issues.
- I worked directly with HR for employee disciplinary actions.
- Resolved conflicts among team members quickly, promoting a positive working atmosphere.
- Taking initiative and being proactive by reviewing department reports daily to ensure that we are meeting our department expectations and metrics.
- Presented in CQI when tasked.
- Troubleshooting and finding solutions when our numbers are not going in the right direction.
- End handling escalated calls for my department, and multiple departments.
- I worked in another department to support the leadership team when the manager was out.
- Directly supervise agents to ensure that company policy and department instructions are being followed.
- Attend all scrum meetings with production management.
- Collaborate with the production team and General Manager to ensure that the Call Center is in alignment with the production team.
Crown and Bridge Call Center Team Lead
Glidewell Laboratories
09.2017 - 09.2021
- Trained new hires on all products and provided side-by-side coaching sessions.
- Gave guided tours to doctors, labs, and schools that came to visit the lab.
- Made outbound calls along with receiving inbound callbacks to help support the team and ensure that we met our case metrics.
- End handled escalated technical calls daily,
- Collaborated with the Call Center Manager and the General Manager on processes and procedures to ensure that we meet our metrics.
- Presented in CQI meetings when it was tasked.
- Knowledgeable with Tableau reports and Call Center metrics.
- Developed training programs to improve agent performance and efficiency across call center operations.
Crown and Bridge Technical Advisor
Glidewell Laboratiories
09.2011 - 09.2017
- Evaluate cases and contact doctors to discuss technical concerns.
- Treatment planning and collaborating with doctors and staff.
- Cross-sold and upsold on different products.
- Collaborating with the production management team on large, difficult cases, along with being the production technical advisor on the production floor.
- Handled a high volume of technical calls, both inbound and outbound.
- In- person treatment planning with Doctors who came to the lab.
Education
Glidewell Dental Laboratories - LEAD Program
09-2024
Skills
- Call monitoring
- Staff motivation
- Employee coaching and development
- Staffing and scheduling
- Teamwork and collaboration
- Problem-solving
- Time management
- Multitasking Abilities
- Effective communication
- Product knowledge
- Tableau, GO, DL Plus, Elektra, Excel, Cloudpoint knowledge
Timeline
Crown and Bridge Call Center Supervisor
Glidewelll Laboratories
09.2021 - Current
Crown and Bridge Call Center Team Lead
Glidewell Laboratories
09.2017 - 09.2021
Crown and Bridge Technical Advisor
Glidewell Laboratiories
09.2011 - 09.2017
Glidewell Dental Laboratories - LEAD Program