1. Nayda Agosto Algarín
E-mail: nayda91@gmail.com
Phone: 787-586-4344
Gurabo PR 00778
Overview
For the past 11 years, I’ve been working for the Call Center/ Customer Service
Industry. In this resume, you will find my job description, tasks and experiences
acquired trough the past years.
Experienced Call Center/ Customer Service Supervisor
Responsibilities:
• Supervising call center operations as a liaison between clients,
supervisors, and call center employees.
• Responsible for setting and meeting customer service targets, as well as
planning areas of improvement or development.
• Managing KPI's and real-time measure metrics
• Leading the development of superior customer service and high
performance.
• Liaising with supervisors, team leaders, operatives and third parties to
gather information and resolve issues.
• Quality Control (Monitoring).
• Monitoring calls to improve quality service. Minimize errors and track
operative performance.
• Administer performance management by diagnosing improvement
opportunities, providing effective feedback, coaching, training,
professional development, and corrective action plans.
• Preparing and analyzing daily call and metrics reports, scheduling and
staffing.
• Coaching, motivating, retaining staff and coordinating bonus, reward and
incentive schemes.
• Administering disciplinary actions.
• Resolving team scheduling issues and conflicts.
• Conducting development, training and production meetings

2. • Reviewing the performance of staff, identifying training needs and
planning training sessions
• Interviewing, hiring, training and retaining qualified staff.
• Ensured strict adherence to company policies, quality and procedural
guidelines.
• Track inbound/ outbound calls
• Track attendance
Accomplishments:
• Implemented and developed Quality and monitoring processes
• Created call backs and clerical support teams to reduce AHT
• Implemented live consulting internal extensions to reduce hold time
• Managed +100k monthly inbound calls with a +80% SL
• People skills
Skills:
• Bilingual
• Computer programs
• Personal and communication skills
Work Experience:
Call Center Supervisor Work Experience:
2014- Actual
Evertec, Inc
2011- 2014
Triple S Health Plan/ Telemedik, Inc.
2009 - 2011
PR Water Authorithy AAA (DRS/ Casiano Communications, Inc.)
2004 - 2009
T - Mobile, Atento PR
Education:
Interamerican University
Completed: Business Administration Bachelor Degree

3. All references will be submitted upon request