Charles H. Vargas

**** ******* ****, ******, ** *7346

832-***-****, acrjll@r.postjobfree.com

Career Summary

Experience recruiting, building and managing call center service and sales teams by hiring, training and developing agent’s skills. Use daily and weekly reports to assess and help improve Key Performance Indicators. Effectively handled escalated customer complaints without sacrificing the bottom line. Focused on delivering excellent customer service in order to meet customer’s expectations. Collaborate with all departments to be part of an effective team.

Critical Skills

English Spanish Bilingual Salesforce-CRM

MS Office 2007 Amtelco Call Center System

Call Monitoring/Scoring Executone ACD

Excel Scheduler Schedule Source

Professional Experience

Answer Pro USA 2014

Call Center Manager

Collaborated with other Managers to monitor and improve day to day operations. Recruit, hire and train new agents and supervisors. Put in place policies and procedures consistent with company goals. Established and enforced KPI’s. Trained supervisors how to monitor and apply appropriate coaching to improve agent efficiency based on results.

Westpark Communications 2011-2013

Call Center Manager

Responsibilities for the Call Center day-to-day operations included recruiting, coaching, and staff evaluation. Maintain the schedules for a 24/7 organization. Forecast labor hours/cost versus revenue. Managed Supervisors, trainers, and quality assurance personnel in order to deliver service levels that exceeded customer expectations.

Appletree Answers 2010-2011

Operations Manager

Established a startup site in Houston including hiring, training, and staff development. Was direct customer contact for all post sales issues including customer satisfaction, up sales and feature additions and enhancements. I was responsible for the budget of the local site.

Essential Messaging 2005-2009

Call Center Recruiter/ Manager

Responsibilities for the Call Center day-to-day operations including recruiting, coaching, and developing staff. Financial management included invoice generation and accounts receivable management. Create and over-see the schedules for a 24/7 organization. Forecast labor hours/cost versus revenue. Develop; implement, and monitor customer service procedures to ensure that we are meeting company service quality goals.

Assisted in accounts and employee transition planning for five separate acquisitions.

Managed agents in five states and two different international locations (English and Spanish).

Global Eclipse Technologies 2002-2005

Operations Manager

I was accountable for the successful installation and repair of Telecommunication and Data equipment and services. Managing the technical, administrative and sales staff, to ensure that projects are implemented on schedule and on budget. Generate revenue forecasts that are accurate and timely. Responsible for maintaining company procedures regarding order acceptance, time card administration, materials and labor management, asset management and accurate job cost posting.

Education

Bilingual Education Catholic University of Puerto Rico

Microsoft Office Certification Kingwood College

Business Management Courses Kingwood College

Workforce Boot Camp ICMI

Developing Emotional Intelligence Certificate

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