Trace Betancourt
Atlanta
Summary
Productive call center representative with several years of experience building rapport with clients and providing quality support. Gifted in answering large volume of customer calls and resolving customer complaints. Recognized for consistently earning top customer satisfaction ratings.
Overview
8
8
years of professional experience
Work History
Call Center Supervisor
Infocision
Remote
02.2023 - Current
- Supervised daily operations and ensured adherence to call center protocols.
- Trained and mentored new team members on customer service best practices.
- Monitored call metrics and provided feedback to improve agent performance.
- Resolved escalated customer issues with effective conflict resolution techniques.
- Collaborated with management to develop training materials for ongoing education.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
Contact Center Team Leader
ARS Rescue Rooter
Atlanta
03.2019 - 01.2023
- Led daily operations for a high-volume contact center team.
- Trained new representatives on customer service protocols and tools.
- Coordinated schedules to ensure optimal coverage during peak hours.
- Implemented process improvements to enhance team efficiency and service delivery.
Supervisor, Billing and Payments
Sony
Remote
06.2017 - 05.2019
- Supervised daily operations to ensure team efficiency and compliance with standards.
- Conducted regular inspections to maintain equipment functionality and safety.
- Managed inventory levels to ensure adequate supplies for operations.
- Provided feedback to employees to encourage skill development and collaboration.
- Directed and supervised team of 30+ employees in daily operations.
Education
Bachelor of Science - Communications
University of Georgia
GA03-2022
Skills
- Call center operations
- Customer engagement
- Performance metrics
- Conflict resolution
- Team supervision
- Customer relationship management
- Staff training
- Scheduling coordination
Timeline
Call Center Supervisor
Infocision
02.2023 - Current
Contact Center Team Leader
ARS Rescue Rooter
03.2019 - 01.2023
Supervisor, Billing and Payments
Sony
06.2017 - 05.2019
Bachelor of Science - Communications
University of Georgia
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