Sandra Rogerio

Experience

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  ETC (Electronic Transaction Consultants)

  Jan 2008 - Oct 2012

  Call Center Lead and Customer Care Representative (Texas Tollways Transportation Division)

  • Processed check payments• Assist customers in enrolling and maintaining their accounts• Complete incoming correspondence mail and faxes (death certificates, closed accounts, payment disputes, sold vehicles, W-9’s, out of state plates, kit returns)• Processed and filed incoming customer correspondence• Assisted with new hire nesting• Complete Affidavits for leased vehicles• VTR Research verifying dates of sold vehicles

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  URS Corporation, An AECOM Company

  Oct 2012 - Jul 2014

  • Managed a team of approximately 90 employees including Supervisors, Leads, Trainer and Customer Service Representatives• Assisted with all procedures in transitioning to a new vendor and finalizing the closure of the call center• Assist with storage of documents based on retention schedule• Assisted multiple departments with their daily operations, e.g., back office, mailroom, image review, storefront, and call center• Work directly with the client, TXDOT with escalated customers• Completed hiring and termination of employees• Updated reports sent directly to the client• Ensure productivity meets service and quality standards• Provide performance feedback for agent Quality Audits• Assist with escalations received from TXDOT Show less • Handled escalated customer over the phone and in person• Hold Team Meetings and update agenda regarding new policies and updates• Assist agents with questions regarding account maintenance and policies• Complete timesheets daily for contract employees• Completed opening and closing daily operational reports for call center• Perform quality audits for employees and provide feedback• Monitor agent attendance• Reply to customer service emails• Process web exceptions from bank• Conducted Interviews for potential employees Show less

  • Call Center Manager (Texas Tollways Transportation Division)

    Dec 2013 - Jul 2014

  • Call Center Supervisor (Texas Tollways Transportation Division)

    Oct 2012 - Dec 2013
• 

  Xerox

  Jul 2014 - Mar 2015

  Call Center Work Lead (Texas Tollways Transportation Division)

  • Manage a team of 15-20 customer service representatives• Monitor queue and CSR metrics• Interviewed potential employees• Handled escalated calls• Worked as a liaison between TxTag and other toll entities to handle escalated disputes • Assist in coaching and training agents to improve their daily productivity• Provide performance feedback for agent Quality Audits• Assist with escalations received from TXDOT

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  Conduent

  Mar 2015 - Feb 2020

  • Manage two high volume call centers in Austin & San Antonio, 5,000 to 9,000 calls handled daily with monthly SLA of 99% of calls answered within less than 5 minutes• Ensure adherence to required contract performance standards, deadlines, and standard operating procedures• Responsible for training a range of different level employees including customer care representatives, subject matter experts, trainers, team leads, supervisors and managers.• Plans appropriate goals and courses of action to achieve organizational goals• Works directly with Business Analyst to compile, analyze, and report data to identify trends • Collaborate with Quality Control Management to address conformities non-conformities, interdependencies for continuous improvement• Responsible for performing User Acceptance Testing and communicating performance issues with the development team• Collaborated with project management consultants on system development and processes• Provides supervision of daily operations within the training department to ensure quality delivery• Hiring manager responsible for assisting with recruiting, interviewing, and selecting employees based on staffing and scheduling needs • Create and update standard operating procedures • Payroll processor for the Conduent TxDOT Tollway division • Participate in weekly Operational meetings which included operations, consultants, and TxDOT personnel• Ensured we were compliant with Payment Card Industry (PCI) standards and assisted throughout the audit process • Consistently provides support to staff as a mentor to allow for continual self-growth and assist in establishing goals• Investigate instances of fraud with Corporate Security• Provide onsite HR Support related to FMLA, ADAAA, and I9 verifications• Conduct workplace investigations related to allegations of ethics violations• Provide advice and counsel to employee groups on a range of human resources issues and decisions within the area of Employee Relations Show less • Responsible for overseeing a new group of new hires ranging from 10-20 employees every 3-4 weeks • Develop and update program materials for new hires, refresher, soft skills, and new curriculum as necessary• Train incoming Conduent and TxDOT new hires on Vector system, Texas DMV database, business policies, and procedures• Provides performance feedback to class participants and provides floor support to newly graduated agents while monitoring for continuous development• Coordinates program communications in addition to training materials to employees and performs ongoing analysis of training materials to ensure training is updated as requirements change• Develop refresher trainings for existing staff for continuous improvement• Review and Update Security and Employee Handbook with HR policies• Update Training PowerPoint presentations and Training Manuals with new business processes• Assist with Call Center manager duties in their absence (payroll, coaching employees, monitor call queue, delegate assigned duties, assist with escalated customers from TXDOT, assist with escalated issues between employees) Show less

  • Customer Experience Manager (Texas Tollways Transportation Division)

    Jan 2017 - Feb 2020

  • Learning and Development Analyst (Texas Tollways Transportation Division)

    Mar 2015 - Jan 2017
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  City of Austin

  Feb 2020 - now

  • Create and implement new schedules for a 24/7 contact center to create consistency and reduce the amount of overtime required • Assist in writing departmental SOG’s and updating COOP plan • Monitor employee timekeeping, attendance, and employee leave requests• Create reporting based off COGNOS data to better analyze discrepancies and determine focus points • Completed CC&B training and utilize to research customer account status and meter exchanges • Monitor yearly departmental budget• Provides technical advice and assistance to employees and peers • Lead and kept team at ease throughout COVID-19, able to make quick adjustments to scheduling • Planned and Implemented remote working for dispatch without disruption to internal and external customer needs• Coordinate with HR on employee relation issues • Work with internal and external customers to ensure customer needs are met• Assist in creating scripts for Public Information Office during Winter Storm Uri to share with the public• Helped lead local efforts for dispatch during Winter Storm Uri emergency Show less

  • AW Division Manager, Customer Service

    Jun 2023 - now

  • Customer Service Supervisor

    Feb 2020 - Jun 2023