Sheila Acuna

I am a results-oriented Customer Contact Center Supervisor with deep experience in insurance operations and a strong commitment to customer-first solutions. I lead and develop high-performing CSR teams, driving operational effectiveness and service quality.

In my current role I monitor KPIs to deliver real-time coaching, mentor future leaders, and partner with HR and leadership on recruiting and onboarding. I lead continuous-improvement efforts by investigating system and process issues and recommending practical solutions.

Previously I served as a Team Lead and Bilingual CSR where I created training materials, managed scheduling to sustain service levels, and collaborated with QA and Learning & Development to build training modules and improve performance. I have hands-on subject-matter expertise across underwriting, payments, dividends, and commissions.

I bring strong attention to detail, data-driven decision-making, and a collaborative leadership style focused on transparent communication, accountability, and developing team members to achieve measurable service outcomes.