As a Call Center Supervisor from 2002-2003, the individual was responsible for overseeing customer service representatives, including their training, monitoring, feedback and discipline. They used call center software to manage timesheets and ensure customer service levels were maintained for prepaid telephone card services. Additionally, they developed training materials in English and Spanish, helped quality control phone menus and prompts in Spanish, compiled reports for telephone companies using call center software, and tested communication technology products for Spanish speakers.

1. XO Communications – Portland, Oregon
Call Center Supervisor 2002 – 2003
 Accountable and responsible for the performance and daily operation of Customer Service
Representatives (CSRs) in a call center.
 Responsible for the orientation, training, monitoring and assessment of English and Spanish speaking
CSRs; disciplinary actions, feedback, incentives and employee recognition, quality control and
evaluation, timesheet collection using Beeline timesheet software.
 ACD software: used call center software and equipment for assuring and maintaining customer
service levels related to prepaid telephone card services.
 Developed, converted, updated and maintained product information training guides in English and
Spanish.
 Participated in the control for accuracy and voice recording of menu options and prompts for the
prepaid phone card automated systems in Spanish.
 Seagate7 report runner system: managed the compilation and quality control of reports for telephone
companies, using call center software for their customer service requirements.
 Responsible for communicating various policies, procedures and issues of different calling cards and
their updates between departments and/or Telephone Carriers.
 Product Testing: assessed communication technology products targeted to Spanish speaking
customers (research, forecast, surveys).