Geraldine Alulod

Managed 3 accounts with 11 line of business (LOBs), 9 team leads, 93 agents, and 2 quality analysts while supporting lead generation, mortgage back office, and healthcare technical support. Drove operational improvements by addressing root causes, optimizing productivity/profit, and presenting weekly/monthly/quarterly business review reporting to senior leadership and clients.

Led day-to-day operations for 2 team leads and 10 agents by setting clear goals, delegating tasks with deadlines, and coaching for performance. Handled escalations, monitored metrics, and reported results while identifying training needs to improve team effectiveness.

Facilitated process training for new hires and refresher/up-skill sessions for tenured agents, including nesting support prior to production endorsement. Investigated high-dollar fraud and non-fraud disputes/chargebacks up to $200,000 and managed attendance, compliance, and performance metrics for teams of 18–38 agents.

Handled 40–60 inbound calls providing billing and technical support, while maintaining accurate financial accounts through customer adjustments. Recommended products/services by analyzing customer needs and contributed to team outcomes through reporting and issue resolution.

Managed 60–70 inbound calls plus chat support for billing and technical inquiries by answering product/service questions and recommending relevant options. Resolved issues end-to-end by clarifying complaints, determining causes, applying solutions, and updating customer accounts/records to ensure resolution.

Earned a Master of Arts in Education with majors in Special Education and Mental Retardation.

Earned a Bachelor of Elementary Education with a major in Special Education.