Monica Heredia-Corona
Lakewood,CO
Summary
Dynamic management professional with a proven track record of leading teams to achieve exceptional results. Expertise in fostering collaboration, enhancing operational efficiency, and delivering measurable outcomes drives success in diverse environments. Skilled in strategic planning and process improvement while cultivating a culture of accountability and excellence. Recognized for adaptability and a commitment to meeting evolving organizational needs with innovative solutions.
Overview
14
14
years of professional experience
1
1
Certification
Work History
211 Manager
Mile High United Way
Denver, Colorado
08.2022 - Current
- Responsible for a call center staffed by 35 employees.
- Manager responsible for training of new team members, supervisors, and new processes.
- Creating and maintaining Standard Operating Procedures and best practices to ensure business continuity throughout the 211 Help Center and for 211 Outreach events.
- Approving and providing direct support for all workflow, reporting, and processing changes or updates for all lines of work across the center’s day-to-day operations.
- Direct Support and guidance for Supervisors, Training and QM Lead, Data and Systems Coordinator, and Assistive Technology Lead, 2‑1‑1.
- Liaison for internal and external call shadowing coordination needs. Manager of QM best practices and daily execution.
- Lead of MyFriendBen's 211 Operations, Feedback Management, Quality Assurance Manual Callbacks, Loop Follow-up, and seasonal campaigns (Ex. Taxes).
- Stand-in and back up for all 211-related needs and partnerships when Senior Director, 211 and Disaster Response is unavailable.
- Managed grant application processes, ensuring compliance with funding requirements and timelines.
- Analyzed program performance data to drive continuous improvement and inform strategic decisions.
2-1-1 Supervisor
Mile High United Way
Denver, Colorado
05.2021 - 08.2022
- Supervising nine navigators and helping in the hiring of new team members.
- Training of new navigators and for new processes as needed.
- Monitoring all navigators after helping to create a measurable call monitoring (QA/Service Monitoring) score to help the navigators continue to be successful, and to make sure all are on the same page with the communication and message they are giving to our clients.
- Serving as point-of-contact for the current COVID-19 Vaccine drive being held in partnership with a community establishment, the lead supervisor for the Denver Water contract, and for the SNAP contract we have with the State of Colorado.
- Guided interns in a week-long shadowing of 2-1-1, making sure they know the 2-1-1 process during special projects, as well as with the regular 2-1-1 processes.
- Providing guidance to navigators with client calls, supporting other supervisors/leads, and being available to navigators for help with calls, tech issues, and any other questions/concerns they may have.
Call Center Manager
Fortuna BMC
Remote
06.2020 - 04.2021
- Managed 17-20 supervisors with teams of up to 18 people at one time. Responsible for all scheduling of managers, supervisors, and call center agents. Reduced supervisor overtime by an average of $1500 per pay period. Responsible for the creation of the organization of the call center, as well as the chain of command. Provided all supervisors with the needed tools, Key Performance Indicators (KPIs), and reports to be able to provide accurate, concise, and successful coaching to their teams. Encouraged use of SMART goals in coaching plans and communication with agents, increasing QA scores from 62% to 85%, Adherence from 70% to 94%, and lowering ACW (Wrap) from upward of 20 hours a month to less than 10 hours per month for each agent. Was the WFM Manager and Administrator for more than 300 call center agents.
Call Center Supervisor
Republic Services
Chandler, Arizona
07.2016 - 05.2020
- Provide quality service to customers
- Train agents to prepare them to become the next leaders of the company.
- Assist the Director and Sr Managers in ensuring the smooth running of our team by ensuring each member understands the processes, CRC policies, and is capable of delivering a WOW! to each customer
- Support coworkers, Sr Managers, and the Director as needed, assisting in motivating and promoting a positive atmosphere within the team while helping them to meet their goals each day
- Maintain a strong sales track record, complete all required paperwork and documentation while taking into consideration the necessary changes to policy as they occur
- Assist Sr Managers and Director with any extra or special requests as needed, including helping customers and providing them with the exceptional service they have come to expect from Republic Services and have not recently experienced
- Run the Employee Engagement Committee, create reports to help peers across the company better coach and supervise their teams.
Call Center Retention Specialist
Suddenlink Communications
Tyler, Texas
01.2012 - 06.2016
- Took inbound calls from customers in need of billing, retention, sales or technical assistance while maintaining or exceeding set goals.
- Helped fellow representatives through training, etc. to meet their own goals.
- Encouraged and motivated teammates and new hires to do well and embrace Company values and policies.
- Aided supervisors as POC as needed.
- Determined customer needs in order to educate, sell or upgrade Suddenlink services.
- Identified other products and services for new or existing customers by maximizing education and offering sales opportunities
- Promote and execute current marketing campaign information. history.
- Went through intensive four-week SaveMaster Program.
Education
Bachelor of Arts -
Caldwell University
Caldwell, NJ05-2005
Skills
- Workforce management administrator
- Effective call script development and implementation
- Proficient in MS Office and CCaaS software, such as Salesforce and InContact
- Event coordination
- KPI analysis and tracking
- Technical support
- Employee performance review
- Escalation handling
- Recruitment, hiring, retention, and training
- Call monitoring and performance improvements
- Call center operations
- Report preparation and analysis
- Escalation management
- Strong leadership
- Employee engagement
Accomplishments
- Documented and resolved overtime spending which led to a reduction of $3000 per month by matching supervisor schedules to team schedules.
- Supervised team of 30 staff members.
- Achieved a 134% increase in adherence by introducing InContact's Workforce Management tool for scheduling.
- Achieved lower after call work (wrap) through effectively creating written Standard Operating Procedures (SOPs) and implementing yearly reviews of these SOPs to ensure everyone is trained and supported effectively.
Certification
CRS - Community Resource Specialist through Inform USA
Languages
English
Native or Bilingual
Spanish
Professional Working
Timeline
211 Manager
Mile High United Way
08.2022 - Current
2-1-1 Supervisor
Mile High United Way
05.2021 - 08.2022
Call Center Manager
Fortuna BMC
06.2020 - 04.2021
Call Center Supervisor
Republic Services
07.2016 - 05.2020
Call Center Retention Specialist
Suddenlink Communications
01.2012 - 06.2016
Bachelor of Arts -
Caldwell University