Call Center Customer Service

PROFESSIONAL SUMMARY

Multilingual with fluency in Germany, Italian and English Customer Service Professional with over 20 years of experience in Management and Leadership in Call Center, Real Estate and Banking industries

Proven expertise in supervising teams, design organizational sales and service targets and assist team mates to achieve their individual and organizational performance goals

Proficient in personal and interpersonal verbal and written communication with employees and vendors

Workforce management trained

PROFESSIONAL EXPERIENCE

SOUTHERN GLAZERS WINE AND SPIRITS September 2019 – Current

Customer Advocate

Taking and making inbound and outbound calls

Placing and or correcting orders for customers and sales reps

Run daily reports

Using multiple systems

Assist my manager with admin work if needed

Responsible for managing Sales force Que

Assisting Team leads with escalation Que

EVO INTERNATIONAL

Call Center Supervisor October 2018 – August 2019

Supervised a team of appointment setters as well as a POS sales team

Doing all Workforce management duties

Coached and monitored the agents within their job as well as with the company

Run daily reports and stats on my team and reported back to the Call Center Manager

Handled all payroll issues and correctives for the sales floor

Worked closely with other Managers to insure that we are a successful team

COWBOY BAIL BONDS

Customer Service December 2016 - October 2018

Provided great customer service in writing, researching and approving bonds

Worked closely with the families that have a loved one in jail by insuring that they understand the process and setting proper expectations of their responsibilities

Ensured bonds are secure by doing backgrounds such as criminal and public information in finances and property searches

Wrote the bonds as well as go to the jails that the defendant is and post the bond

Monitored people are complying by the rules of the bonds and follow all the way through to the end of the case

Approved the bonds by working closely with the owner

Did Warrant and Bond searches on a daily basis as well as any 1716 or ATGOB that are filed with Dallas County

HUMANA HEALTH INSURANCE

Call Center Floor Manager February 2011 - December 2016

Managed 560 employees as well as 21 Supervisors and 6 other floor Managers

Insured that we have the staffing and billable hours for the profit margins to meet the needs for the client

Administered reports and client needs

Doing all Workforce management responsibilities for the Call center floor

Ensured that the KPI is updated and all team members are current on their stats as well as coaching

Partook in meetings with the VP on how we can improve

Developed training materials to improve the communications and the development of potential leaders

Nurtured mentors to become the next supervisors on the floor from developing and training within the company

CMI

Call Center Senior Supervisor October 2007 - February 2011

Responsible for 4 clients as well as a team of 45 agents and oversaw 8 other supervisors

Handling all Workforce management responsibilities

Handled all of the client’s needs, such as responding to all emails as well as complaints

Held monthly meetings with other supervisors to insure that they have all the tools that they need to meet the client’s needs

Managed coaching, reports as well as the global side of the client's needs

Directed my agents and assisted them with their coaching, silent monitoring, and adherence to policy, as well as report cards for their stats each month

Took corrective actions for both other supervisors as well as agents

Handling all payroll corrections as well as all payroll issues for my team

Transitioned new training concepts and contents to team mates

Created a system called Nesting to insure that agents have all the coaching and receive all the support that they need before they get assigned to another team on the floor

Monitored that all of the spread sheets are emailed to the clients with the graphs as well as the KPI report created on a daily basis

MONITRONICS

Account Resolution Manager March 2002 - September 2007

Responsible for retaining customers on a daily bases

Negotiated and discussed billing, took payments as well as do moves from one home to another for their alarms

Managed 34 other agents

Walked the floor answering all the questions for the call center that included Central Station, Customer Service, Customer Tech as well as the Field Service Dept.

Assisted the supervisors on the floor as well as the managers with their daily work load or with other agents

Hired on a daily basis new talent for the company

Working closely with Workforce management for compliance

Insured that all of the supervisors on the floor met the client’s demands on a monthly as well as daily basis.

CSA CREDIT SOLUTIONS DEBT SETTLEMENT COMPANY

Financial Planner Feb 1997 - Sep 2002

Worked as for clients that have a lot of debt

Contacted with the banks and negotiated a suitable settlement for both the bank and the clients

Worked as a Retention agent as well

Ensured client understands they receive best services and that canceling their service will not benefit them resulting a cancellation ratio was 3%

Worked as a Retention supervisor as well

Helped other agents to retain the clients and assist the client with their savings

Managed all the agents payroll and personal folders, collecting on their debt

RELATED PROFESSIONAL TRAINING

Certified Bonds Man

Billing training

Escalated customer training

Customer service training

Employee courtesy

Data entry training

Secretarial customer service

Proper telephone techniques

Skip tracing training

3rd party certified

Excel trained

SAP trained

SALESFORCE trained

Workforce management trained in CCMS

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