Resume+3.3.16.
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This document provides a summary of qualifications and work experience for Christina M. Cintron. She has over 14 years of experience in workforce management, customer service, operations management, training and development, and collections in call center environments. Her professional experience includes roles in workforce management, customer service, recovery, and debt management. She is proficient in various workforce management applications and operating systems and has strong analytical, communication, and leadership skills.
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- 1. Christina M. Cintron 1024 Chelsea Parc Drive Minneola, FL 34715-8160 Email: c.cintron01@gmail.com Mobile: (352) 978-3876 SUMMARY OF QUALIFICATIONS Results-oriented, Workforce Management Analyst with over 14 years of experience within all aspects of the call center environment to include Customer service, Operations management, Workforce management, Training and Development and Collections experience. Adept at managing, maintaining, and providing support in a telesales environment. Proficiency in Windows operating systems, MS Office, Security operations, etc. Knowledge within Workforce applications such as IEX, Avaya, CMS and eWFM. Team player with sound ethics and willingness to help all reach goals. Strong verbal and written communication skills. Strong analytical and behavioral management skills with great attention to detail. Successful complex negotiating experience. PROFESSIONAL EXPERIENCE Optum, Orlando, FL Mar. 2006-Present Workforce Management Analyst Experienced within all aspects of a call center environment, to include licensed insurance specialist, supervisor leading a team of 30+ advocates, workforce management and operations management. Responsible for meeting/exceeding client business needs and ensuring all internal and external key performance indicators is attained. Responsibilities include building work schedules; monitor/adjust call volume, reporting of all system outages and monitoring business metrics (SL, AHT, Occ), etc. Provide accurate operational reporting for optimal productivity. Analyze data to identify performance trends as well as root causes of quality issues. Analyze intraday and monitor real-time data to offer guidance on performance improvements. Educates, motivates, leads, guides and directs all assigned representatives in the attainment of internal and external key performance indicators. Conducted interviews and made hiring decisions for all assigned team members. Determine drivers of good/bad performance and create solutions for improvement. Customize insurance programs to suit individual customers, covering a variety of risks. Hewitt Associates LLC, Orlando, FL Jan. 2005-Oct. 2005 Customer Service Specialist Educated Verizon employees of benefits under the Family and Medical Leave Act (FMLA) Explained timeframes, deadlines and proper completion of applications. Established eligibility and distribute applications and welcome packets.
- 2. Christina M. Cintron Ocwen Federal Bank FSB, Orlando, FL Dec. 2003-Dec.2004 Recovery Specialist Processed and set up payment arrangements. Analyzed debt-to-income ratios and offer budgeting techniques. Serviced and collect on charged-off, unsecured debts. Submitted recommendations for legal proceedings and bankruptcies. AT&T Wireless, Orlando, FL Jan. 2003 - Dec. 2003 Customer Service/Receivables Management Collector Responsible for member retention by building value, product knowledge, and appropriate pricing plans. Handle both inbound/outbound calls and assist with billing issues. Assist with lead generations for AT&T Data Solutions. Collect/set-up payment arrangements for delinquent cellular accounts. Process cancelled and write-off accounts to an outside collection agency. Up-sell to new products and services and upgrade to current promotions. InCharge Institute, Orlando, FL Jan. 2002 - Dec. 2002 Debt Management Counselor Assist callers with professional advice in conjunction with financial debts. Qualify and register clients into consolidation programs. Provide necessary counsel and mentoring services as well as social services information (rehabilitative, children, spouse abuse, etc.). TRAINING AND CERTIFICATION Life, Health, and Variable Annuities License (215 Lic.) EDUCATION Maynard Evans High School, Orlando, FL 1995-1999 High School Diploma REFERENCES References will be provided upon request.