Ariana Vazquez Email & Phone Number

United States

As a Control Tower III Admin, I manage and oversee the efficiency of customer service and call center operations, ensuring optimal performance while resolving escalations in real time. I specialize in staffing optimization, call volume forecasting, and performance metrics analysis to ensure service levels are met consistently. My work involves collaborating with cross-functional teams to improve workflows, enhance customer experiences, and drive operational success.I regularly analyze data to identify trends, anticipate challenges, and implement strategies for continuous improvement. My data-driven approach allows me to address potential issues proactively, ensuring that both operational efficiency and employee well-being are prioritized. I also play a key role in managing real-time performance, developing scalable staffing models, and refining processes that align with business goals.I’m well-versed in Verint and Five9, and I’m always eager to learn new software or systems as needed. Additionally, I’m open to obtaining certifications or licensing to further enhance my expertise and contribute to the success of the team.Before moving into this role, I served as a Customer Service Supervisor at PennyMac, where I led a top-performing team, delivering exceptional service and consistently exceeding customer satisfaction goals. My background in both frontline leadership and workforce management gives me a unique perspective in optimizing operations for success.Key Achievements: • Streamlined staffing schedules, improving coverage and ensuring SLA compliance. • Forecasted call volumes accurately to meet daily, weekly, and monthly targets. • Collaborated with teams to enhance customer service workflows and overall performance. • Developed workforce strategies that reduced staffing gaps and improved efficiency. • Led a high-performing customer service team, exceeding satisfaction goals consistently.

Las Vegas, Nevada, United States

As a Customer Service Supervisor at PennyMac, I led a high-performing team of agents, consistently ranking top team for my site for five months straight and top 3 throughout my tenure as a supervisor. I developed my team through data-driven strategies, using performance metrics to identify areas of improvement and guide growth through targeted coaching, role-playing, and in-depth reviews of policies and procedures (P&P). My goal was always to balance a competitive edge with professionalism and maintaining a fun and positive work experience, ensuring my team felt empowered while meeting and exceeding performance expectations.I had the opportunity to take on several managerial responsibilities, such as conducting interviews, hiring, servicing escalations, reporting, and handling terminations. I worked closely with site leads and regularly presented data analysis and performance strategies in meetings to enhance team success. One of my proudest contributions was the creation and implementation of an online Excel tracker system for supervisors, streamlining agent reporting and organization across the board. I also developed detailed “how-to” guides to support team efficiency and accuracy.As a Subject Matter Expert (SME) in Federal Regulations, I ensured compliance and was a go-to resource for supervisors and agents alike. My competitive spirit and collaborative mindset helped foster a team culture that valued growth, innovation, and accountability.Key Achievements: • Consistently ranked top team for 5 months through data-driven development. • Designed and implemented a custom Excel tracker system, improving reporting efficiency for supervisors. • Regularly presented performance strategies to site leads, contributing to company-wide process improvements. • Subject Matter Expert for Federal Regulations, ensuring team compliance and knowledge.

Las Vegas, Nevada, United States

As a Licensed Sales Producer at Allstate, I balanced both sales and customer service responsibilities, working closely with clients to meet their insurance needs while ensuring a seamless, personalized experience. I specialized in identifying the right coverage options for each client, consistently exceeding sales targets and building lasting relationships through trust and transparency.Alongside sales, I handled a variety of customer service tasks, from resolving inquiries to ensuring policy updates and renewals were processed smoothly. My office admin assistance work included maintaining accurate records, assisting with documentation, and streamlining day-to-day operations to support the efficiency of our team.I take pride in my ability to manage multiple tasks and maintain a high level of organization, all while delivering excellent customer service. Whether helping clients find the right coverage or providing administrative support to the office, I was dedicated to creating a positive and efficient environment for both the team and our clients.Key Achievements: • Consistently exceeded sales targets through a customer-centric approach. • Delivered exceptional customer service, ensuring policy accuracy and timely renewals. • Assisted with office administration tasks, improving operational efficiency. • Strengthened client relationships, contributing to retention and referrals.