Summary
Overview
Work History
Education
Skills
Timeline
Generic

Laurie Rolon

Los Angeles

Summary

Experienced with managing call center operations and leading teams to ensure efficient service delivery. Utilizes conflict resolution and coaching techniques to enhance team performance. Track record of maintaining high customer satisfaction and operational efficiency.

Overview

13
13
years of professional experience

Work History

Call Center Assistant Manager

Rare Collectibles TV
02.2024 - Current
  • Led team in implementing customer service strategies, enhancing overall call resolution rates.
  • Developed training materials for new hires, increasing onboarding efficiency and staff preparedness.
  • Analyzed call center metrics to identify improvement areas, driving process enhancements and operational effectiveness.
  • Coordinated scheduling and workload distribution among team members to optimize resource utilization.
  • Mentored junior staff on conflict resolution techniques, improving customer satisfaction scores significantly.
  • Organized regular team meetings for information sharing, problem-solving discussions, and motivational purposes.
  • Implemented quality control measures to monitor call handling, ensuring adherence to company standards and policies.
  • Developed effective scripts for various call scenarios, equipping agents with the tools needed to resolve customer inquiries quickly and professionally.
  • Provided ongoing coaching to staff members, fostering continuous growth and development within the team.

Operations Specialist

Rare Collectibles TV
03.2023 - 02.2024
  • Streamlined inventory management processes to enhance product availability and reduce discrepancies.
  • Coordinated cross-departmental communication to ensure timely execution of operational tasks and initiatives.
  • Conducted regular audits of operational workflows to identify areas for improvement and efficiency gains.
  • Trained new staff on standard operating procedures, promoting adherence to best practices across the team.
  • Implemented tracking systems for order fulfillment, resulting in improved accuracy and customer satisfaction.
  • Developed training materials that enhanced employee understanding of operational software tools and systems.
  • Oversaw day-to-day operations, delegating tasks appropriately to ensure smooth workflow and timely completion of projects.
  • Analyzed performance metrics to drive strategic decision-making and operational excellence within the organization.

Senior Call Center Lead

Rare Collectibles TV
01.2021 - 03.2023
  • Led call center operations for a team of 20+, ensuring quality standards, performance metrics, and customer satisfaction goals were met.
  • Developed and delivered training programs to improve team efficiency, reduce escalations, and promote knowledge sharing.
  • Analyzed call data and trends to guide strategic improvements in processes and resource allocation.
  • Collaborated cross-functionally to streamline workflows and resolve customer issues more efficiently.
  • Managed reporting for new hires, free shipping, and upsell/cross-sell scripts to ensure accurate order processing and sales alignment.

Call Center Lead

Rare Collectibles TV
10.2018 - 12.2020
  • Generated real-time sales and performance reports tied to live broadcasts, supporting executive decision-making.
  • Designed and implemented quality assurance tools to improve order accuracy and standardize call center operations.
  • Led weekly strategy meetings with leadership to review metrics, set goals, and address operational challenges.
  • Conducted coaching and training sessions to enhance team performance and ensure service excellence.
  • Analyzed and shared reporting on shipping activity, upsell effectiveness, and new hire performance to support continuous improvement.

Personal Assistant

PACT
04.2017 - 10.2018
  • Supported 9 advisors by managing customer collections, order histories, and CRM records.
  • Conducted outbound calls to qualify leads, close sales, and build long-term client relationships.
  • Provided product expertise on rare coins to guide advisor strategies and customer purchasing decisions.
  • Entered orders into inventory systems and ensured timely, accurate delivery.

Call Center Operator

EDI Transportation/People 2.0
06.2016 - 03.2017
  • Handled high-volume inbound calls, resolving customer inquiries efficiently and documenting details in the CRM system.
  • Performed data entry tasks, including tracking shipments, processing rate quotes, entering PODs/OSDs, and scheduling pickups.
  • Supported new hire training by guiding team members on call procedures and company policies.

NALEO Educational Fund
10.2012 - 06.2016
  • Citizenship, Election and Administrative Relief Hotline Operator
  • Provide bilingual assistance to Latinos seeking information through our various hotlines. [Naturalization/ Elections/ Administrative Relief(DACA/DAPA)]
  • Developed multi-tasking skills and can transition from answering calls from one hotline to the other seamlessly.
  • Demonstrate mastery of customer service, information documentation and enhance efficiency and effectiveness by participating and commenting on call center projects and operations.
  • Get Out The Vote - Phone Canvasser
  • Participated in the local efforts to mobilize the Latino vote in Los Angeles County.

Education

High School Diploma -

Leuzinger High School
Lawndale, CA

Skills

  • Proficient in Word programs
  • 3CLogic
  • VAN,
  • Genesys calling platforms
  • 8x8 Phone System
  • Freestyle
  • Slack
  • Microsoft Teams
  • Escalation handling
  • Call monitoring
  • Reporting skills
  • Timekeeping
  • Employee motivation

Timeline

Call Center Assistant Manager

Rare Collectibles TV
02.2024 - Current

Operations Specialist

Rare Collectibles TV
03.2023 - 02.2024

Senior Call Center Lead

Rare Collectibles TV
01.2021 - 03.2023

Call Center Lead

Rare Collectibles TV
10.2018 - 12.2020

Personal Assistant

PACT
04.2017 - 10.2018

Call Center Operator

EDI Transportation/People 2.0
06.2016 - 03.2017

NALEO Educational Fund
10.2012 - 06.2016

High School Diploma -

Leuzinger High School

Similar Profiles

CREATE PROFILE
Laurie Rolon