Jose Noel Romero Martinez
Tegucigalpa,FM
Summary
Results-driven Call Center Supervisor with proven success leading high-performing teams and optimizing operations through data analysis. Achieved Top 5 Supervisor ranking at Tegucigalpa Site for two consecutive quarters based on NPS. Expert in Excel dashboards, pivot tables, and KPI tracking using CRM and Teams Forms data. Proficient in Microsoft Office Suite and performance reporting. Ready to apply analytical expertise and leadership skills to data-focused roles that drive strategic impact.
Overview
3
3
years of professional experience
Work History
Call Center Supervisor
ResultsCX
11.2023 - Current
- Supervised daily operations, ensuring adherence to quality standards and delivering exceptional customer service across all agent interactions
- Utilized Microsoft Office tools, including Outlook, Teams, Word, and Excel for communication, reporting, and performance tracking
- Leveraged CRM platforms to monitor agent call activity, set SMART goals, and drive improvements in Net Promoter Score (NPS) and other KPIs
- Achieved Top 5 Supervisor ranking for two consecutive quarters across the entire Tegucigalpa Site, based on NPS performance metrics
- Created dynamic Excel dashboards and pivot tables from raw data exported from call audit forms to track agent performance and service quality
- Applied advanced Excel formulas to build performance tables and analyze team metrics, including NPS, CRM Alerts, and BTP (Bill To Pay) efficiency using Teams Forms data
- Shared visual performance reports with team members to foster transparency, accountability, and continuous improvement
Customer Service Representative
ResultsCX
04.2023 - 11.2023
- Delivered empathetic and personalized support to Medicare members, strictly adhering to the Medicare Member Call Flow protocol
- Handled customer inquiries for Humana Insurance using CRM platforms, Genesys Cloud for call management, and Mentor for real-time access to procedures and knowledge base content
- Achieved top performer status within the first month of call handling, surpassing 70% Net Promoter Score (NPS) and maintaining over 95% Show Rate
- Navigated complex insurance queries with precision and professionalism, ensuring compliance and customer satisfaction
- Demonstrated adaptability and efficiency in a fast-paced environment, consistently meeting quality and productivity benchmarks
Education
Bachelor of Science - Science And Humanities
Instituto Evangelico Virgina Sapp
Tegucigalpa, Honduras12-2019
Skills
- Advanced Excel & Data Analysis: Skilled in creating dashboards, pivot tables, and performance trackers using raw data from call audits, CRM alerts, and Teams Forms
- Performance Monitoring: Expert in analyzing KPIs such as NPS, BTP, and agent aux usage to drive team accountability and improvement
- CRM & Reporting Tools: Proficient in CRM platforms, Microsoft Teams, and Mentor for tracking agent activity, sharing reports, and managing knowledge resources
- Microsoft Environment Proficiency: Experienced in using Outlook, Teams, and calendar management tools to coordinate schedules, streamline communication, and enhance team productivity
- Strong Communication Skills: Adept at delivering clear, empathetic, and goal-oriented feedback to team members and stakeholders, fostering collaboration and performance growth
Timeline
Call Center Supervisor
ResultsCX
11.2023 - Current
Customer Service Representative
ResultsCX
04.2023 - 11.2023
Bachelor of Science - Science And Humanities
Instituto Evangelico Virgina Sapp