Customer Service Care
Resume:
Luis Serrano
**** ***** **. ********* ** *****
615-***-**** *********@*****.***
PROFESSIONAL SUMMARY:
My experience leading Customer Service and Organizational Project teams
has allowed me the opportunity to overcome various operational obstacles.
This unique perspective allows me to better collaborate with other
departments because I understand how the moving pieces of an organization
can positively or adversely impact the overall health of an organization.
My leadership experiences make me an ideal candidate for your
organization. I look forward to discussing this role with you in more
detail to better understand how I can add value to your team.
EXPERIENCE:
Verizon Wireless
2010 - 2012
Supervisor, Customer Care/Transition
Accomplishments
Received recognition for piloting Cross-functional engagement within the
Center
Achieved historic numbers in direct correlation with company objectives
Recognized with Supervisor of the Month Award in October 2011 for
exceeding all goals
Responsibilities
11 Direct reports included in customer service team
Model corporate values to the CSR team/ team lead and provide support for
the CSR team, administrative duties, and management of the CSR team
Motivating and developing the CSR team through quality observations and
providing behavioral coaching and development to align CSR team to company
objectives
Analyzing data and data implementation to ensure successful alignment
with company goals and objectives
Facilitating trainings and presentations to further the development of
peers and direct reports
T-Mobile USA Inc. Nashville, TN.
August 2005 - October 2010
Accomplishments
Top 10 ranked management team in East region customer care organization
stack ranking Q2 2010
Recognized with (fourth consecutive) 2010 Peak Award nomination for
organizational values and performance alignment
Recognized for cultural change and fostering an engaged culture in center
night shifts
Interim Team Manager, Customer Care
February 2010 - August 2010
Responsibilities
90 - 105 Direct reports amongst 5 customer service teams
Model corporate values to the coach teams and provide administrative
support for customer service direct reports
Motivating and developing quality control with coach and senior team
leads through quality observations and calibrations
Provide behavioral intelligence, emotional intelligence, and executive
maturity development to align coach/ team leads to company objectives and
promote career development
Analyze and implement operational strategy based on metrics data and
cross function with support departments to move organizational objectives
Facilitate trainings and presentations to further the development of
peers, direct reports, and organizational culture
Coach/ Supervisor, Customer Care
2008 - 2010
Accomplishments
#1 ranked coach team for performance throughout entire East region
customer care organization Q3 2009
Consistent top 5 coach team for performance in East region stack ranking
Q4 2009 / Q1 2010
Recognized with three consecutive 2008, 2009 and 2010 Peak Award
nominations for values and performance alignment and awarded Peak
Achievement in 2009
Responsibilities
16 Direct reports included in customer service team
Model corporate values to the CSR team/ team lead and provide support for
the CSR team, administrative duties, and management of the CSR team
Motivating and developing the CSR team through quality observations and
providing behavioral coaching and development to align CSR team to company
objectives
Analyzing data and data implementation to ensure successful alignment
with company goals and objectives
Facilitating trainings and presentations to further the development of
peers and direct reports
Resource Planning/ Service Level Coordinator
2006 - 2008
Customer Loyalty Representative, Customer Care
2005 - 2006
Customer Care Representative, Customer Care
2005-2005
LeJazz Sales/Telesales Manager
2000-2005
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