***** ****** **. ********, **. *****

PHONE 951-***-**** • E-MAIL acqjg4@r.postjobfree.com

GEORGE T ALANIZ III

OBJECTIVE

Seeking a management position with an industry leading company that is dedicated to providing world-class service. To give the highest level of service and exhibit team building motivation and management. Highly motivated and willing to learn all facets of company business in order to help company achieve its goals.

PROFESSIONAL EXPERIENCE

4/14 to Present Solar City Murrieta, Ca.

Field Energy Consultant

Engaging customers regarding Solar City clean energy solutions.

Driving full life cycle sales and lead generation

Conduct analysis of customer’s current and projected electrical usage and financial ROI

Work with online tools to develop solar system designs as a visual example for home owners.

Generate project proposals and quotes for customers.

Log all communications with customers in Salesforce CRM contact database.

Training and motivating The Home Depot/Best Buy employees

Collaborating with Outside Solar Sales Consultants to confirm in-home appointments

Setting up Solar City displays and collateral

Working side-by-side with top sales producers and learning from them directly

Hosting and conducting in-store seminars and events for 20 or more people

10/13 to 4/14 Conifer Health Solutions Anaheim, Ca.

Supervisor

Oversee day to day activities of customer care team.

Monitor daily production, scheduling, time and attendance, availability.

Monitor agent stats, real time to ensure goals.

Daily quality observations and monthly reviews.

Coordinate and complete staff meetings, discuss and implement policy and procedures.

Conduct and deliver annual performance evaluations.

Interviewing and hiring of staff

2/13 to 10/13 OptumRX (UnitedHealth Care) Costa Mesa, Ca.

Supervisor

Primary role is to manage employees

Coordinates, supervise and accountable for the daily/weekly/monthly activities of team members.

Set priorities for team to ensure task completion and performance goals are met, such as Quality, Adherence, Service Lever and Handle Time.

Identify and resolve operational problems using defined processes, expertise and judgment.

Provide coaching and feedback to team, including formal corrective action.

Conduct and deliver annual performance reviews for team members.

Provide expertise and customer service support to members, customers and/or providers.

Set team priorities to ensure task completion dependent on service levels.

Direct phone- based and customer interactions to answer and resolve escalated issues.

12/10 to 2/13 Sentinel Offender Services Irvine, Ca.

Manager

Supervise the day to day activities of Monitoring Center Operators. This includes ensuring their delivery of service goals and objectives as defined in understood policies and procedures.

Development and implementation of processes and procedures necessary for continuous improvement, so that the Monitoring Center develops in capability as measured by the effectiveness of resources.

Responsible for meeting Key Performance Indicator (KPI) objectives for area of responsibility.

Monitor telephone calls between employees and customers (internal and external) to provide feedback and guidance to promote customer focused service and employee development.

Perform call audits to confirm staff service compliance and address discrepancies when appropriate.

Assume a leadership role in the department, lead by example, and chair group meetings with staff for the purpose of planning events, sharing strategies and cultivating ideas.

Oversee and coach Monitoring Center Operators in identifying, troubleshooting and resolving equipment issues, and service problems.

Coordinate staff scheduling and ensure appropriate coverage during shift by tracking staff sick, vacation, and overall attendance. Participate in the discipline, positive reinforcement, and performance appraisal process of subordinates.

Participate in the interview, selection, training and developmental process of employees. Track and conduct performance review for new hires before expiration of 90 day probationary period.

Allocate resources and supervise work projects on a day-to-day basis while ensuring the Monitoring Center procedures are followed. Use proper judgment to escalate appropriate situations to management.

Take or recommend actions as required to minimize potential risk and exposure to contract violations within area of responsibility.

Handle routine disciplinary and grievance issues and take appropriate action following company’s guidelines. Work with Human Resources and the Monitoring Center Manager to address disciplinary issues.

Provide assistance to Monitoring Center Operators with escalated or complex calls.

11/05 to 10/09 Veterinary Pet Insurance Brea, Ca.

Manager

General Management of the Team Lead, E-Care and Customer Care Help Desk teams.

Monitor statistical and telephony strategies that support staff to deliver accurate daily/weekly/monthly information.

Monitor productivity of team, generate and analyze reports to coach and develop employees to achieve/ exceed performance goals.

Handle high level escalated issues and customer complaints with a high degree of dependability, as well as handle confidential matters ethically and professionally.

Responsible for participating in the recommendation, development and implementation of quality service strategies which improve center operations and customer satisfaction.

Provide input for performance appraisals; coordinate team meetings and responding to difficult product and service inquiries from customers, team and business partners.

Develop performance improvement action plans and assist in decisions regarding counseling, disciplinary action, or termination of employees.

5/01-11/05 UnitedHealthCare San Diego, Ca.

Manager

Enable team members to ensure consistent quality service to providers and members. Continuously coach the team to ensure the individual and team performance goals are achieved.

Serve as a leader by directing the team and ensuring the team successfully applies the call / claim strategy to each interaction. Serve as first point of escalation for procedural and technical issues and coach staff regarding how to effectively resolve any issues.

Involvement in the development of improvement plans for their staff with the assistance of a business manager from the following sources: customer surveys, telephone reports, error / defect reports, quality, production results, vendor issues, call monitoring. Partner with the Quality Specialist to develop improvement plans for their respective area of responsibility based on quality analysis from the following sources: customer surveys, telephone reports, error / defect reports, quality, production results, vendor issues.

Assume accountability for ensuring individuals and team meets their performance metric goals.

Investigate trends, surface issues, identify root problem and collaboratively work with specific team / individuals to resolve issues.

Conduct formal monthly one-on-ones, annual performance reviews and informal mid - year and quarterly performance reviews. Provide coaching (via informal feedback) to associates based on quality results and develop improvement plans when needed.

Partner with Call Center Director to recruit, develop and manage a high caliber workforce with minimal turnover.

1998-2001 SprintPCS Rio Rancho, NM.

Manager

Coach and develop supervisor staff effectively.

Lead employees and gain their commitment for the flawless execution of the SprintPCS mission statement.

Protect market share by achieving customer retention goals.

Advocating Customer, Employee and Owner philosophy with their Team

Minimize executive escalations through effective coaching

Ensure that employees obtain the appropriate training and support to apply their knowledge and skills on the job, in the desired way, and achieve the desired result.

Resolving operational and interdepartmental problems quickly

Providing timely feedback to the Call Center Director regarding customer trends, issues and needs

1989-1998 Bristol Park Medical Group Fountain Valley, Ca

Ancillary Director

Everyday operation of Physical Medicine, X-Ray and Laboratory Departments.

Examine budget estimates for completeness, accuracy and conformance with procedures and regulations. Analyze budgeting and accounting reports for the purpose of maintaining expenditure controls of departments.

Personal decisions for each department. Including decisions on department staff and merit. Including Chiropractors, Physical Therapist, Physical Therapist Assistants, Aides as well as front office staff.

Safety Committee Chair. Facilitate monthly safety meetings with staff in accordance with state regulations.

Ride Share Chair. Create and implement a yearly rideshare plan that meets approval of the AQMD for the state.

Liaison between departments within Bristol Park Medical Group

EDUCATION

El Modena High School Orange, Ca. University of Southern California Los Angeles, Ca.

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